Is It Safe to Pay or Share My Details?

Quick Answer

Yes - paying at checkout on our website is designed to be secure. We use industry-standard Secure Sockets Layer (SSL) technology to encrypt sensitive information such as your name, address, and card details, so information passed between your device and our website cannot be read if it is intercepted.

Because of this, our Customer Care team will never ask you to send your full card number, CVV, or passwords by email or chat. If a payment is needed - for example, a price difference on an exchange - we may send you a secure payment link instead.

If anything ever seems off, contact our Customer Care team via live chat or the Contact Us page before sharing details.

Is my payment safe when I order on the website?

Yes. We use one of the most secure online ordering systems available and continue to improve our software to maintain a high level of security. Our checkout uses SSL encryption, which includes:

  • Authentication - confirms your data is sent to the correct, secure server
  • Encryption - encodes your data so it cannot be read by anyone other than the secure server
  • Data integrity - checks the data in transit to ensure it has not been altered

What details should I never share, even with Customer Care?

To help keep your account and payment safe:

  • Never share your full card number, CVV/security code, or passwords by email or chat
  • Only provide the specific information an official message actually asks for
  • Be cautious if anyone asks for more than they should reasonably need

Our team cannot take your full card details directly to charge them, for security and privacy reasons. If a payment is required, we use a secure payment link so you enter your details safely yourself.

How do I pay safely if Customer Care sends a payment link?

If an exchange or price difference requires payment, we may send a secure payment link so you can complete the payment yourself. If a link does not load:

  • Try a different browser or device
  • Follow any steps our team suggests
  • If it still does not work, contact us and we can discuss other options, such as returning the item for a refund instead

If you are ever unsure whether a payment link is genuine, do not enter your details - contact us first to confirm.

How do I make sure I'm sharing details with the real SilkSilky?

Before sending any personal or order information:

  • Check that the message comes from an official SilkSilky email address
  • Provide only the information the official message requests
  • If something looks unusual, or a message creates urgency or asks for unexpected payment, pause and contact us through live chat or the Contact Us page to verify

We will not ask you to confirm your identity by sharing your full card number, CVV, or password.

Is it safe to return my item?

Yes - when you use the return address and instructions we provide for your order. Because return details can be specific to each order, please:

  • Contact us before returning an item so we can give you the correct instructions
  • Ask us to confirm the return address if it looks unfamiliar
  • Use a trackable shipping method, and send us the tracking number after you ship

If a return address looks residential or unfamiliar, or you cannot find it listed under the SilkSilky name, contact us to confirm it before shipping anything.

In what situations should I contact Customer Care?

Please reach out if:

  • A message asks for your full card number, CVV, or password
  • A payment link does not load, or you are unsure whether it is safe
  • A return address looks unfamiliar or residential and you want it confirmed
  • You are concerned a payment or message may be fraudulent
  • You notice a charge or order you do not recognize

If you believe your card was used without your permission, also contact your bank or card issuer right away so they can help protect your account. We cannot make absolute guarantees about activity outside our website, so reporting it promptly is important.