Why Do I Need to Verify My Order?

Quick Answer

As part of our fraud prevention, SilkSilky may ask you to verify an order when it is selected for additional review. This step helps protect the cardholder's funds and reduce the risk of unauthorized transactions - it is a security measure, not a sign that anything is wrong with your account.

Verification is handled case by case. We may simply ask you to confirm that you personally placed and paid for the order. If we ask for a card photo, only the last four digits and cardholder name need to be visible - keep everything else covered.

If you are unsure about a verification request, contact our Customer Care team via live chat or the Contact Us page.

Why is my order being verified?

Online shopping can carry the risk of unauthorized transactions, so our fraud prevention team reviews orders to help confirm each one is legitimate. Orders may be selected for verification as a standard precaution - for example, when an order is flagged during review. If your order is selected, you will receive a notification requesting additional information.

This does not apply to every order, and being asked to verify does not mean you did anything wrong.

What information might you ask for?

Depending on the order, we may ask you to:

• Confirm that you personally placed and paid for the order
• Provide a photo of the front of the card used, with only the last four digits and cardholder name visible

For your privacy, cover or mask all other information on the card. We do not need - and you should not send - your full card number, CVV, or password.

How do I submit my verification safely?

To respond securely:

• Follow the instructions in the official notification you received
• Confirm the message comes from an official SilkSilky email address
• Share only what is requested, and keep all other card details covered
• Make sure any photo is clear and shows only the necessary details

If anything about the request seems unusual, contact us first to confirm it is genuine before sending anything.

What happens after I verify?

Once verification is confirmed, we can continue processing your order. In some cases this means the order can be prepared for shipment. If verification is not completed within the requested time, an order may be held or canceled as a precaution, so it helps to respond promptly. If you cannot complete the request or have questions, contact us and we will review your order and explain the next step.

In what situations should I contact Customer Care?

Please reach out if:

• You received a verification request and are unsure what to provide
• You are not sure which details to cover or keep visible
• You cannot complete the requested verification
• You want to confirm a verification request is genuine before responding
• You have questions about whether your order can continue to shipment

If you believe an order was placed using your card without your permission, also contact your bank or card issuer.