How Do I Log In or Reset My Password?

Quick Answer

To sign in, click the person icon in the top right-hand corner of any page and enter the email address and password you registered with. If you've forgotten your password, use the Forgot your password? link on the sign-in page and we'll email you a link to set a new one.

If the reset email doesn't arrive, check your spam or junk folder first. If it's still missing, contact our Customer Care team via live chat or the Contact Us page and we'll help you back into your account.

How do I log in?

Click the person icon in the top right-hand corner of the page.
Enter the email address and password you used when you registered.

You'll need to sign in to view or track your orders, so make sure you're using the same email address and password you registered with.

How do I reset a forgotten password?

If you've forgotten your password, getting back in is simple:

Go to the sign-in page.
Follow the Forgot your password? link and enter your email address.
We'll email a reset link to your registered email address so you can create a new password.

Can't find the email? Check your spam or junk folder, as automated emails sometimes land there. When you set a new password, make sure it's at least 8 characters long.

My reset email never arrived - what should I do?

If you've requested a reset but the email hasn't come through:

Check both your inbox and your spam or junk folder for any email from us, including reset, registration, and order confirmation emails.
Confirm you're using the same email address that's linked to your SilkSilky account or order.
If it's still missing, contact our Customer Care team via live chat or the Contact Us page so we can check whether an account is registered under that address and help with a new reset link.

Why can't I access my account pages after logging in?

If you can sign in but can't open pages like My Account or My Orders, check that your device clock is set correctly. For security reasons, if your device clock is running fast, you won't be able to access those pages. Correcting the date and time on your device usually resolves it.

Why is my account locked?

If you enter your email address and/or password incorrectly three times, your account is locked for 30 minutes as a security measure. Once that time has passed, you can try signing in again, or reset your password using the Forgot your password? link if you're unsure of it.

What details should I include when I contact you?

If you need our help getting back in, please share:

The email address you used for your account or order
Any order information you have, in case you can't log in to find your order number, such as the order number, recipient name, shipping address, order amount, or item details
A screenshot of any error message you're seeing

In what situations should I contact Customer Care?

Please reach out if:

You requested a password reset but didn't receive the email after checking your inbox and spam or junk folders
Your password no longer works and you can't complete checkout
You can't log in to request a return, exchange, or other order help
You can't find your order number because you can't access your account
You keep seeing an "Incorrect email or password" message and still can't reset your password
You believe you have an account but we can't locate one under your email address

When you contact us, please include screenshots of any error messages and a short description of what you've already tried.