Order Issues
How do I modify the items or shipping address in my order?
Contact us as early as possible to make the changes. Please be noted that one can not make changes to the order once the order ships.
How do I cancel an order?
The first thing to contact us with all the necessary information stating that you wish to cancel your order.
We cannot cancel orders which have been shipped out. In other words, once you receive our shipment notice, the order cannot be canceled. Then please wait for your package to arrive and you may either keep it or contact us for return/exchange. You will have to be responsible for the postage required to send the original item to our collection warehouse. In the case of a return, your payment will be refunded to you after we confirm the reception of the order at our collection warehouse.
How do I track my orders?
After the order ships out, you will receive a shipment email with the tracking number provided.
If you have not received an email about your order being shipped within 2-5 business days of the date you placed your order then please contact us for further assistance.
How long will it take my order to arrive?
We typically ship your order within 2-5 business days.
Shipping usually takes 3-7 business days (Express) or 6-10 business days (Standard) for USA,Canda,United Kingdom and 7-15 business days for most other countries/regions.Your order will arrive within below delivery estimates based on your location and selected shipping speed.
A tracking number will be sent to you by email if items shipped out.
Do you ship Internationally?
Yes, Silkisi ships to most countries and regions worldwide and will provide you with the tracking information after your order ships out.
Please kindly noted that P.O. Boxes and military addresses (APO, FPO) cannot be delivered. Any Questions, please feel free to contact our Email silkisi@gmail.com
What should I do if the package is Damaged in transit?
- When you receive the parcel, please check if the package is damaged, whether the products are correct. If there are any problems mentioned above, please refuse to sign for the parcel and contact us in time.
- f you encounter the condition that the parcel must be signed before it can be checked. Please sign for and open the parcel in front of the courier. After checking, if there is no problem then you can give the receipt to the courier. If there is any problem, please give feedback to the courier and contact us immediately. (It is suggested you take pictures of the package box, product boxes, products, waybill, etc. And pictures should be clear and easy to identify. )
- If you(or your client) do not check the parcel and signed, the commitment that logistics undertakes transportation risk will end.
Why didn't I get an email about my order being shipped?
Our shipping notification email is sent out automatically by our ordering system once your order has been shipped out. If you did not receive an email, you may have entered your email incorrectly or it could have sent to your spam folder.
It normally takes 2-5 business days for us to process your order before sending your package out. If you have not received an email about your order being shipped within 2-5 business days of the date you placed your order then please contact silkisi@gmail.com for further assistance.
How much does shipping cost?
Order Amount: 0-$99: Shipping cost is $10 shipping time is around 6-15 bisiness days (most countries).
Order Amount: more than $99: Shipping cost is FREE, shipping time is around 6-15 bisiness days (most countries).
Why was I charged for customs and import duties?
Your order may be subject to import duties and/or taxes, which are levied once your package reaches your country.
The price quote for duties is determined by the destination customs authority.In the event that the buyer refuses delivery of the shipment, the buyer is responsible for payment of all return duties and taxes; in this case, return shipping charges will be billed to the buyer's method of payment.
Shipping fees are not refundable for undelivered shipments or refused shipments.