Place, change, cancel, track down or confirm an order.

• How Do I Change or Cancel My Order (Items or Address)?

  Need to change an item, update your shipping address, or cancel a SilkSilky order?

• How Do I Find or Confirm My Order?

  Can't find your SilkSilky order or didn't get a confirmation email? Here's how to find your order in your account, locate your confirmation email.

• Why Didn't My Order Go Through?

  Order didn't complete at checkout? It's usually a payment issue. Here's what to check, how to place your order again, and when to contact your bank or our team.

• How Do I Fix My Order Contact Information?

  Entered the wrong phone number or email on your SilkSilky order? Here's how to correct your contact details so your delivery and order updates aren't affected.

• How Do Gift Orders, Returns, and Exchanges Work?

  How SilkSilky gift orders work — ship to someone else, keep the price private, add a gift message or packaging, and handle gift returns and exchanges.

• How Do I Place a Bulk, Reorder, or Add-On Order?

  How to buy SilkSilky in larger quantities, reorder a past purchase, or add an item to an order you've already placed — and when to contact us for help.

Delivery times, costs, tracking, and delivery problems.

• How Do I Track My Package and Delivery Status?

  Here's how to track your SilkSilky order and check its delivery status, plus why tracking can take time to update after your order ships.

• How Long Does Delivery Take?

  Delivery time has two parts: order processing (usually 1-2 business days) and shipping. Here are SilkSilky's standard and express timeframes.

• What If I Haven't Received My Package?

  Haven't received your SilkSilky package, or it's marked delivered but missing? Here's what to check first and how to get help locating your order.

• How Much Does Shipping Cost (Fees, Customs, Duties)?

  Shipping cost depends on your method and destination. Here's how SilkSilky shipping fees, sales tax, and customs duties work.

• What If My Package Shows Delivered but I Didn’t Receive It?

  Your SilkSilky tracking says delivered but the package isn't there? Here are the steps to locate it, how to request proof of delivery.

• Why Is My Package Delayed?

  Your SilkSilky package is taking longer than expected? Learn the common reasons for shipping delays, how to read your tracking.

• What Shipping Methods and Speeds Are Available?

  Here are SilkSilky's shipping methods and delivery speeds, including standard and express options and estimated timeframes.

• Which Countries and Addresses Do You Ship To (incl. APO/FPO)?

  Here are the countries SilkSilky ships to and the address types we support, including business addresses and APO/FPO.

• What If Items Are Missing, Wrong, or Damaged on Arrival?

  Received a SilkSilky order with a missing item, the wrong item, or damage? Here's what to check, what photos to keep, and how to get it put right.

• When Will My Order Ship?

  Wondering when your SilkSilky order will ship? Learn about typical processing time, the shipping confirmation email, why dispatch can be delayed.

• Can I Add Delivery or Leave-at-Door Instructions?

  Want your SilkSilky order left at the door, handed to a concierge, or delivered with special access notes?

• Can I Reschedule Delivery or Arrange Pickup?

  Need to change your SilkSilky delivery date, collect your parcel yourself, or get your order before a deadline?

• How Do Free and Combined Shipping Work?

  Wondering when SilkSilky shipping is free? Here's how free and combined shipping work, and when multiple orders can ship together.

• How Do I Contact the Carrier or Make a Carrier Complaint?

  Need to reach the delivery carrier or report a problem with how your SilkSilky package was delivered?

• How Do I Report a Shipping or Delivery Problem?

  Experiencing a shipping delay, a delivery issue, or a problem with your SilkSilky parcel? Here's how to report it and what details help us resolve it faster.

• How Do I Stop, Cancel, or Refuse a Shipment?

  Can you stop, cancel, or refuse a SilkSilky shipment? Here's what's possible before and after a package ships, and how to handle items that haven't shipped yet.

• How Does Delivery Protection or Insurance Work?

  SilkSilky delivery protection helps with issues like a lost or damaged package. Here's how it works and how to start a claim.

• How Will My Items Be Packaged for Shipping?

  Here's how SilkSilky packages your silk items for shipping, whether multiple items ship together, and what gift packaging is available.

• What If I'm Not Home or Delivery Keeps Failing?

  Not home when your SilkSilky order arrives, or delivery keeps failing? Here's what the carrier does next and how to arrange redelivery or pickup.

• What If My Package Is Held by the Carrier or Customs?

  If tracking shows your SilkSilky package is held, flagged, or stopped by the carrier or customs, here's what it usually means, what to do next.

• What's in My Shipment?

  Want to know which items are in your SilkSilky shipment? Here's where to check your shipping email, what to do if the details look off, and when to contact us.

• Where Does My Order Ship From?

  SilkSilky orders ship from China, the home of our silk craftsmanship. Here's what that means for your delivery and how to confirm the origin.

• Which Carrier Will Deliver My Package?

  Wondering which carrier delivers your SilkSilky order? Learn where to find your carrier in tracking, why it can vary by location.

• Why Did My Order Ship After I Canceled?

  Requested a cancellation but received a shipping notification anyway? Here's why an order can still ship after a cancellation request.

• Why Does My Shipping Email Show Wrong or Old Details?

  Your shipping confirmation shows the wrong item, size, or old order details? Often it's just the automated email displaying your original order.

• Why Is the Declared Package Value Different?

  Wondering why your SilkSilky package or shipping label shows a value lower than what you paid?

• Why Was My Order Returned to Sender or Undeliverable?

  Did your SilkSilky order get returned to us or marked undeliverable? Learn the common reasons orders are sent back, what happens next.

Return or exchange an item and check your return status.

• How Do I Return an Item?

  A step-by-step guide to returning a SilkSilky item: our 365-day return window, why you should contact us first, how to ship your return.

• What Can Be Returned (Eligibility and Conditions)?

  SilkSilky offers a 365-day return and exchange policy. Here's what's eligible, the condition items must be in, and what can't be returned.

• Can I Exchange an Item?

  Want a different size, color, or style from SilkSilky? Here's how exchanges work, what condition your item needs to be in.

• How Do I Check My Return or Exchange Status?

  Sent your SilkSilky return back and wondering what happens next? Here's how to track your return package, confirm we've received it.

• Can I Get Return Shipping Reimbursed?

  Does SilkSilky cover return shipping? Here's who pays for return postage, when we'll reimburse it for faulty, wrong, or damaged items.

• What If My Return Is Lost, Refused, or Sent Back?

  If your SilkSilky return is lost in transit, refused, or sent back to you, here's what to do, what details to gather, and how we'll help you sort it out.

• How Do I Manage My Replacement or Exchange Order?

  Managing a SilkSilky replacement or exchange order? Learn how to confirm the size, update the shipping address, check shipping costs.

• What Are My Resolution or Compensation Options?

  Not happy with your SilkSilky item? Learn about the resolution options we may offer, including exchanges, keeping the item with a partial refund.

• How Do I Pay for an Exchange or Price Difference?

  Need to pay for a SilkSilky exchange or cover a price difference? Learn how payment links work, what happens when your new item costs more or less.

• Should I Send an Item Back Before Contacting You?

  No — always contact SilkSilky first before returning an item. Here's why the return address and steps vary by order.

• Can I Keep the Item and Still Get Money Back?

  Don't want to send your SilkSilky item back? In some cases we may offer a partial refund or store credit so you can keep it.

• How Do I Find or Use My Return Reference?

  Your return reference identifies your return. Here's where to find it, how to mark it on your parcel, and what to do if you forgot to include it.

• How Do I Handle Customs Documents for a Return?

  Returning a SilkSilky item internationally? Learn how to handle customs declaration forms, declared value on return shipments.

• How Do I Return a Marketplace Purchase?

  Bought a SilkSilky item through a third-party marketplace like Amazon? Here's how to return or exchange it.

• What If I Only Returned Part of My Order?

  Returned only one item from your SilkSilky order and kept the rest? Here's how partial returns are handled, how your refund is calculated.

Refunds, payment methods, charges, and billing questions.

• How Do Refunds Work (Status, Timing, Amount, Destination)?

  Wondering where your SilkSilky refund is, how long it takes, how much you'll get back, or which card it goes to?

• Can I Cancel My Order and Get a Refund?

  Want to cancel a SilkSilky order and get your money back? Here's how cancellation works before and after your order ships, and how to request a refund.

• Why Was I Charged More or Incorrectly?

  Charged more than expected, twice, or for something you don't recognize at SilkSilky?

• Why Did My Payment Fail or Checkout Not Work?

  Payment declined or checkout not loading on SilkSilky? Here's what to check, what to do about a declined card.

• What Payment Methods Can I Use?

  SilkSilky accepts major cards, PayPal, Apple Pay, Google Pay, and pay-later options like Afterpay and Klarna. Here's what you can use at checkout.

• Why Am I Charged or Billed After a Return?

  Still seeing a charge, a balance, or a bill after returning a SilkSilky order? Here's how returns, refund timing, and any remaining amounts can work.

• Was I Charged Twice or Did I Order Twice?

  Seeing two charges or two SilkSilky orders? Here's how to tell a duplicate payment from a duplicate order, what to check, and how our team handles each.

• How Do I Confirm My Payment Was Received?

  Wondering whether SilkSilky received your payment? Learn when you're charged, what your order confirmation means.

• Can I Fix My Billing Address?

  Is the billing address on your SilkSilky order wrong? Learn what the billing address is for, why it usually doesn't affect delivery.

• How Do I Get an Invoice, Receipt, or Tax Document?

  Need an invoice, receipt, order summary, or tax details for a SilkSilky order? Here's how to request one, what documents we can usually provide.

• How Do I Get Proof of Refund or Resolve a Bank Issue?

  Need proof of a SilkSilky refund for your bank, or can't see a refund that was processed?

• How Do Installments or Pay-Later Work With Refunds?

  Paid with Afterpay, Klarna, or PayPal Pay in 4 and need a refund or return? Here's how pay-later refunds work, how your installment plan is adjusted.

• Should I Choose a Refund or a Replacement?

  Unsure whether to ask for a refund or a replacement on your SilkSilky order? Here's how to decide based on your situation.

• Was I Signed Up for a Subscription or Recurring Charge?

  Worried a SilkSilky order set up a subscription or recurring charge? Here's how to check whether a purchase was a one-time order and how to confirm with our.

• What If I Opened a Payment Dispute or Chargeback?

  Opened a payment dispute or chargeback on a SilkSilky order through your bank, card issuer, PayPal, or Klarna?

• What If My Card Was Hacked, Lost, or Closed?

  Worried about a refund going back to a SilkSilky order paid with a card that was hacked, lost, replaced, or closed?

Silk materials, sizing, care, packaging and product help.

• How Do I Wash or Care for Silk?

  How to wash and care for SilkSilky silk: gentle hand washing in cold water, when machine washing is okay, what detergent to use, drying, ironing.

• Product Details, Materials, and Features

  What SilkSilky products are made of: 100% Pure Mulberry Silk, momme weight explained, certifications.

• Product Fit, Size, Color, or Style Issues

  What to do if a SilkSilky item doesn't fit or isn't the size, color, or style you expected: how to use the size guide, contact Customer Care first.

• What If My Item Has a Quality Problem?

  What to do if your SilkSilky item arrives damaged, defective, incorrect, or doesn't feel right — including how to report it, what photos to send.

• Is This Item Warm Enough or Too Warm? (Silk Weight)

  How warm or thick a SilkSilky silk item feels depends on its weight and style. How to check the details before you buy.

• What Comes With a Pajama or Bedding Set? (Mix and Match)

  What's included in a SilkSilky pajama or bedding set, whether sets are sold as complete sets, and how mixing pieces or sizes works.

• Product Availability and Buying Help

  What to do when a size, color, or item is unavailable at SilkSilky, why an item may go out of stock after ordering, how restocking works.

• Can I Order a Custom-Made Item?

  Whether SilkSilky can customize garments, create bespoke products, or handle bulk and sample requests — and how to ask our Customer Care team about.

• What Is the Security Buckle, Tag, or Packaging?

  What the security buckle, tag, and packaging on a SilkSilky item are for, why they matter for returns and exchanges.

• Does This Product Include Gift Packaging or Labels?

  How SilkSilky handles gift packaging, gift bags, larger boxes, and simple size labels for gift orders — and how to request these by contacting our Customer.

• Can I Buy Multiple Items to Compare?

  Yes, you can order several SilkSilky items to compare sizes, colors, or styles at home and return the ones you don't keep.

• Can I See More Product Photos or Details?

  Where to find product photos, descriptions, and specifications on SilkSilky product pages, how to compare related styles.

• Is This Product Right for Me?

  How to decide whether a SilkSilky product suits your needs: check the description, size guide, and intended use.

• Is the Packaging Discreet?

  How SilkSilky packages orders: our packaging is designed to be plain and low-key, which can help keep a gift a surprise.

• Product Search and Identification

  Can't find a SilkSilky item you saw in an ad, on social media, or in a past order?

Promo codes, discounts, store credit and E-Gift Cards.

• How Do I Apply a Voucher, Promo Code, or Discount?

  Have a voucher or promo code? Here's where to enter it at SilkSilky checkout and what to do if your discount doesn't show up.

• Why Wasn’t My Discount or Promo Applied?

  Your SilkSilky discount or promo code didn't apply at checkout? Here's how to troubleshoot it, what to check before ordering.

• Why Is the Price Different From What I Expected?

  Noticed a SilkSilky price that's different from what you expected, or that changed after you bought?

• Can I Get a Discount on This Product?

  Looking for a discount on a SilkSilky product? Learn where to find current offers, how student and newsletter discounts work.

• What Promotions Are Available Now?

  Looking for current SilkSilky offers? Here's where to find the promotions running now.

• Is This Item on Sale, Clearance, or Final Sale?

  Wondering whether a SilkSilky item is on sale, clearance, or final sale? Here's how to check current pricing and promotions.

• How Do I Buy an E-Gift Card?

  How to buy a SilkSilky E-Gift Card, which currency it's issued in, where it can be used, and whether it expires.

• How Do I Pay With an E-Gift Card?

  How to register and spend your SilkSilky E-Gift Card at checkout, and what happens if your order costs more or less than your balance.

• What If My E-Gift Card Is Lost or Hasn't Arrived?

  What to do if your SilkSilky E-Gift Card hasn't arrived yet or has been lost, and what details to have ready when you contact us.

• Can I Get Store Credit or a Voucher Instead of a Refund?

  Prefer a voucher or store credit instead of a refund to your original payment? Learn how SilkSilky handles these requests, how a voucher is used.

• Can Promotional Items Ship to Multiple Addresses?

  Wondering if a promotional order, like a buy-more-get-one-free set, can be split across several addresses?

• How Do I Claim a Free Promotional Item?

  Claiming a free promotional item, like a buy-more-get-one-free gift, is simple. Here's how it works and what to do if your free item is missing.

• How Do Promotions Affect Refunds, Returns, and Exchanges?

  Returning or exchanging items bought on promotion? Learn how coupons and offers like buy-more-get-one-free affect your refund amount.

• What Is My Store Credit, Rewards, or Points Balance?

  Want to check your SilkSilky store credit, rewards, or points balance? Here's how to view your points, use store credit or vouchers at checkout.

Your account, login, privacy, verification and scam safety.

• How Do I Log In or Reset My Password?

  Can't log in to your SilkSilky account or didn't get your password reset email? Here's how to sign in, reset a forgotten password.

• How Do I Change My Account Details?

  Update your SilkSilky account details in minutes. Here's how to change your password, email address, and delivery addresses by logging in.

• Why Do I Need to Verify My Order?

  SilkSilky may ask you to verify an order as part of fraud prevention. Learn why this happens, what information we may request, what to keep private.

• Is This Email or Offer Really From SilkSilky? (Phishing/Scam)

  Not sure if an email, text, or offer is really from SilkSilky? Learn the warning signs of phishing and scams, what we will and won't ask for.

• What If I See an Unknown or Unauthorized Order?

  Received an order, package, or charge you don't recognize from SilkSilky? Learn what to do, how we investigate.

• How Do I Sign Up or Activate My Account?

  New to SilkSilky? Here's how to sign up, activate your account, find your welcome or discount-code email, and what to do if registration or checkout gets stuck.

• How Do I Manage Email and Marketing Preferences?

  Want to unsubscribe from SilkSilky newsletters or manage your marketing emails and texts?

• Is It Safe to Pay or Share My Details?

  Paying on SilkSilky is secure — checkout is encrypted and we never ask for full card details by email. Here's how your payment information is protected.

• How Do I Join the Loyalty or Rewards Program?

  Want to join the SilkSilky loyalty or rewards program? Here's how to sign up, what to do if the sign-up page won't load.

• How Is My Personal Information Used?

  Your personal information helps SilkSilky run your account, process orders, and handle privacy requests. Here's how it's used and the choices you have.

• How Do I Confirm My Email Address?

  Need to confirm or verify the email address on your SilkSilky account? Here's where to look for the confirmation email, what to check if it hasn't arrived.

• How Do I Delete or Deactivate My Account?

  Want to delete or deactivate your SilkSilky account? Here's how to make the request, what details we'll need to confirm it's you.

• What Are the Membership Terms?

  Have questions about your SilkSilky membership terms? Learn where to find your membership details, how to adjust your membership.

Reach our team and report a problem with your order.

• How Do I Contact Customer Support?

  Need to reach SilkSilky? Here's how to contact our Customer Care team, what details to have ready, and what to expect when you get in touch.

• How Do I Get Help or Follow Up on an Order Issue?

  Have a question about an order, or waiting to hear back? Here's how to get help with an order issue, what to include.

• How Do I Report a Problem With My Order, Return, or Delivery?

  Something went wrong with your order, return, or delivery? Here's how to report the problem to SilkSilky Customer Care and what to include so we can help.

• About SilkSilky (Where We Are Based, Why Choose Us)

  SilkSilky is a global 100% Mulberry Silk brand with production in China. Here's where we're based, how our silk is made, and what sets it apart.