US$15 Off on order US$99+, Code: SUMSALE
FREE SHIPPING on order above US$49

FAQs

What Shipping Methods Are Available?

- For free/standard shipping, we use your local postal service such as USPS, Royal Mail and LePost.
- For express shipping, we use parcel shippers like UPS, FedEx or DHL depending on your location.

Do you ship internationally?

Yes, SilkSilky Ships to most countries and regions worldwide and will provide you with the tracking information after your order ships out.
Please kindly noted that P.O. Boxes and military addresses (APO, FPO) cannot be delivered. Any Questions, please feel free to contact our Email services@silksilky.com .
Note: Due to the ongoing health situation in the world, some countries have taken mandatory quarantine measures, and delivery services will be affected. You are suggested to check with your local post office first to find out if they can accept deliveries normally.

What should I do if the package is damaged in transit?

a) When you receive the parcel, please check if the package is damaged, whether the products are correct. If there are any problems mentioned above, please refuse to sign for the parcel and contact us in time.
b) If you encounter the condition that the parcel must be signed before it can be checked. Please sign for and open the parcel in front of the courier. After checking, if there is no problem then you can give the receipt to the courier. If there is any problem, please give feedback to the courier and contact us immediately. (It is suggested you take pictures of the package box, product boxes, products, waybill, etc. And pictures should be clear and easy to identify. )
c) If you(or your client) do not check the parcel and signed, the commitment that logistics undertakes transportation risk will end.

How long does it take to receive my goods?

Orders typically arrive within 8 to 15 working days for standard shipping and within 5 to 7 working days for express shipping. Please visit our Shipping & Delivery page for more information on your specific location. Once your order has started its journey to you, we will send you an email with tracking information.
Please note that COVID-19 may impact delivery time, with some carrier services experiencing unexpected delays in transit or slight delays in providing tracking details.
More details,please visit: https://silksilky.com/pages/shipping

What if I did not receive the order?

If you don't receive your order, please contact us within 6 months after placing the order.
For orders within 6 months:
Customer responsibility: Input wrong address, etc.
SilkSilky responsibility: Full refund or resend for products you did not receive.
For orders over 6 months:
The order is valid for 6 months, overdue requests won’t be accepted.

Why is the tracking number not working?

When we ship our packages to you, there might be no immediate updates from the shipping company due to the fact that your package is in transit. Once it has reached the next sort facility, it will update. It may take a couple of days to see any activity once the order is shipped out from our company.
If there is still no logistics update after a few days, please submit a ticket on 'contact us' page or send an email to services@silksilky.com

What Payment Methods Are Accepted?

We accept Visa, MasterCard, American Express, Discover, JCB, Diners Club, Shop Pay, PayPal, Apple Pay, and Google pay.
For credit cards, please note the billing address entered on your order must match the billing address on file with your bank, otherwise our system might think it's fraud.

Why isn’t my promo code working?

Firstly, check if your code has been applied successfully. Then please check if the code already expired or in a wrong spelling.

Why my payment was declined?

If you have trouble paying via credit card: Please check the details of your card info to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or if the card is currently being reviewed by your bank. In case your payment is still refused, we suggest you try a different card or payment method. If the advice above does not work, please contact your bank or submit a ticket with as much detail along with the error messages.

Can I use more than one discount code?

Each coupon has its own expiring date and each order can only accept one coupon.

Can I use the points, balance and coupon code simultaneously?

The answer is absolutely YES! You can apply the points, coupon code and the money in wallet together in one order.

Why I can’t pay for the order?

We accept PayPal, Visa, MasterCard, American Express, Discover, JCB, Diners Club etc. If you have trouble paying via credit card: Please check the details of your card info to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or if the card is currently being reviewed by your bank. In case your payment is still refused, we suggest you try a different card or payment method.
If the advice above does not work, you can contact our customer service: services@silksilky.com

Why do I need to verify my payment on my order?

Detailed personal information may be required for orders selected randomly by our fraud prevention team for further verification before sending out. It is our responsibility to protect our shoppers from any unwanted billings. If the verification is not completed within 15 days, your order will be subject to cancellation without further notice.

Why is my order canceled?

There are some reasons that the order will be canceled: 1: You have the same order before. 2: You didn’t verify your payment on your order. 3: Your order is out of stock. 4: You have contacted our customer service to cancel the order. 5: For the clearance, pending orders will be reserved for 60 minutes only. For other products, the order will be cancelled if you didn’t complete your payment within 48 hours.
Normally, if paid order has been canceled, we put the money in your store account, you can use it next time directly; if you want a refund, please contact our customer service: services@silksilky.com

What is your return policy?

We have high quality control standard to make sure all the products we ship are in perfect conditions. If you are not 100% satisfied with your purchase, you may request a return within 45 days after receiving your package.
Please contact us or send an email to services@silksilky.com, indicate which items you would like to return and the reason for the return. We will help you process a return and refund you for the amount of the items you have selected. More information, you can check our return policy: https://silksilky.com/policies/refund-policy

Where is your return warehouse?

Any address on the parcel is not approved return address, and we don't accept the returned package without authorized return address from customer service representative. Our return warehouse is now in North America.

Could I get the full refund if I return the order?

We will offer full refund on all items that have been returned. Coupon codes and SilkSilky points cannot be refunded as monetary value and will be deducted from the total amount of the refund.
Customers are responsible for the return shipping fee. The original shipping fee and insurance are non-refundable.
Note:
1. SilkSilky is not responsible for missing, damaged, or packages lost in return transit, you can contact shipping company for a claim.
2. Please be sure to double-check your returns before shipping them out. We are not responsible for the return of non-SilkSilky products. We can’t refund until you contact shipping company to return to correct address or return correct products.

Do I need to pay for the shipping fee back?

Yes, the customers need to pay the return shipping. We do not accept packages returned using C.O.D. (Cash on Delivery) service. Return shipping charges are non-refundable. And please return through your local post office to avoid tax.

When will I get the refund?

1. The refund will be issued within 7 business days upon the receipt by our warehouse and verified the conditions of the items.
2. It normally takes one business day for the refund to appear on your SilkSilky wallet. The balance in your wallet could either be applied to your future purchases or withdrawn to your PayPal/bank account at any time.
3. It normally takes 10-20 business days for the refund to appear on your bank account. Or 1-3 working days in PayPal (normally in 48 hours ), that depends on the original way you used.

Why have i not received my goods ordered?

Generally, we need about 1 to 2 working days to process an order before send it out.
A tracking number will be sent to you by e-mail once items shipped out. And you can also track your order via Track Order Details at the below of the website or through logging into your account. The shipping time may vary from country to country. If there is no tracking number updated or the tracking information does not update for about 5 days, please feel free to contact our email services@silksilky.com.

How do I cancel an order?

The first thing to do is send us an email with all the necessary information or give us a call (email is preferred) stating you wish to cancel your order.
We cannot cancel orders which have been shipped out. In other words, once you receive our shipment notice, the order cannot be canceled. Then please wait for your package to arrive and you may either keep it or contact us for return/exchange. You will have to be responsible for the postage required to send the original item to our collection warehouse. In the case of a return, your payment will be refunded to you after we confirm the reception of the order at our collection warehouse.

How do I track my orders?

As soon as your order has been shipped, you will receive an email including tracking information.
Or you can track your order here: https://silksilky.com/pages/track-your-order

What size should I order?

Our size guide is a general guideline for recommending what size we think is best, but keep in mind that some pieces might fit differently depending on the styles, such as oversized sweatshirts and t-shirts which run bigger than the general guidelines. If you have any questions about specific measurements please contact us so we can make sure you're satisfied with your decision.

Where is the clothing manufactured? What are labor practices, wages, and standards in the factories where the garments are produced?

Our clothing is manufactured in Suzhou and Hangzhou, China. (Ya. We know. China?! There are great factories with top notch craftspeople that do amazing work in China, too.) The high-skill garment factory workers who produce our clothing make 4-5x the minimum wage. We set very strict standards such as sizing standardization and quality inspection and our quality team visits the factories every two weeks.

What is your position on sizing inclusivity?

We believe that every size is beautiful. Through our pre-order model we are able to offer extended sizes for select styles, and are committed to continue our efforts around this as we grow. You can now find hundreds of styles up to 2XL on our site/app.

Where is SilkSilky based?

SilkSilky is a global company with teams all over the world in places such as London, Shanghai, Suzhou and Red Lion.

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