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

Quick Answer

Refunds are returned to the original payment method used for the purchase. If the card you paid with was later hacked, lost, replaced, or closed, the refund is still sent back toward that original card. In most cases your bank or card issuer can redirect that refund to your new card or account, so a good first step is to contact them.

If your card was compromised, please also let your bank know so they can secure your account. We can still help with your order details whenever you need.

Where will my refund go if my card was closed or replaced?

Refunds go back to the same payment method used at checkout. Even when a card is closed, replaced after a security issue, or reissued with a new number, the refund is still directed to the original card on file. Banks and card issuers commonly have a process to apply or redirect that refund to your replacement card or current account, since the account behind the card often stays the same even when the card number changes.

My card was hacked or compromised. What should I do?

If your card was hacked or you suspect fraud, contact your bank or card issuer right away so they can secure your account and advise you on protecting your funds. That is the most important step, and it is handled by your bank rather than by us.

Separately, we can still help with your SilkSilky order itself, including confirming order details and refund handling. Reach out to our Customer Care team whenever you need order-specific support.

What can I do to help my refund reach me?

If a refund is being returned to a card that is no longer active, these steps can help:

Contact the bank or card issuer for the original payment card.
Let them know a merchant refund is being sent back to that original payment method.
Ask whether they can redirect, transfer, or otherwise apply the refund now that the original card has been closed or replaced.
Keep any guidance or reference details from your bank in case our team needs to review your order-specific situation.

What if my bank says it can't redirect the refund?

If your bank is unable to help apply the refund to your new card or account, contact our Customer Care team via live chat or the Contact Us page. Share your order number and what your bank told you, and we will review your specific situation to see what options are available. We are not able to promise a particular outcome or timeframe, since this depends in part on your bank's processes.

In what situations should I contact Customer Care?

Please reach out to us if:

Your card was hacked, lost, replaced, or closed and you have a refund coming on a SilkSilky order
Your bank says it cannot redirect or apply the refund and you would like us to review your order
You need order-specific help after speaking with your bank
You are unsure where a refund for your order is being sent

For securing a compromised card and protecting your funds, your bank or card issuer is the right first contact. For questions about your order, we are happy to help.