How Do I Return a Marketplace Purchase?

Quick Answer

If you bought your SilkSilky item through a third-party marketplace or seller (for example, Amazon) rather than directly on our website, your return or exchange usually needs to go through that marketplace, following their process and timelines. If you're not sure where your order was placed, contact our Customer Care team and we'll help you confirm.

How do I know if I bought from a marketplace or directly from SilkSilky?

Your order was placed through a marketplace if you checked out on a site like Amazon, or through a third-party seller's storefront, rather than on silksilky.com. A few quick ways to tell:

• Your order confirmation email comes from the marketplace, not from SilkSilky
• Your order appears in that marketplace's "Orders" or "Purchases" section
• Your payment shows the marketplace's name rather than SilkSilky

If you placed your order directly on our website, you'll have a SilkSilky order number and a confirmation email from us, and you can follow our standard return steps instead.

How do I return an item I bought from a marketplace?

For a marketplace purchase, please start the return or exchange through that marketplace or seller, using their order page and customer service. They handle the order on their platform, so they can offer the most efficient support, including the return and refund options that apply to that order.

For example, if you bought through Amazon, contact Amazon customer service or use your Amazon order page to request a return or exchange.

Can SilkSilky process the return for a marketplace order instead?

Returns for marketplace orders generally need to go back through the marketplace or seller where the purchase was made, rather than through SilkSilky directly. That's because the order, payment, and return are managed on that platform.

If you're unsure where to start, contact our Customer Care team. We can help you confirm whether your order was placed with SilkSilky directly or through a marketplace, and point you in the right direction.

What if I'm not sure where I placed my order?

That's completely fine, and it's a common question. Contact our Customer Care team via live chat or the Contact Us page, and share any details you have, such as:

• The name of the website or app where you checked out
• Your order or confirmation number
• The email address used for the order
• A screenshot of your order confirmation, if available

We'll help you confirm where the order was placed so you know exactly how to proceed.

In what situations should I contact Customer Care?

Please reach out if:

• You're not sure whether you ordered through SilkSilky directly or through a marketplace
• You can't tell which platform your order confirmation came from
• You'd like help identifying your order so you know where to request a return or exchange
• You believe your order was placed directly on silksilky.com and need our standard return instructions

If your order was placed through a marketplace such as Amazon, please contact that marketplace's customer service directly for return or exchange help with the order.