Frequently Asked Questions

We're here to help. Below you'll find answers to our most common questions. If you need a more personal touch, our team would be delighted to assist you.

Orders & Payments

Shipping & Delivery

Returns & Exchanges

Complaints & Warranty

Product Information

Gift Cards & Wrapping

Account & Wishlist

Contact Us

Still need help?

Didn't find what you were looking for? Get in touch—we'd be happy to help.

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Orders & Payments

How do I place an order?

What payment methods do you accept?

Can I change or cancel my order?

Do you offer payment plans?

Shipping & Delivery

Where do you ship?

When will my order be dispatched?

How long will my order take to arrive?

Do you offer free shipping?

How can I track my order?

Will I need to pay customs duties or import taxes?

Can I change or redirect my order after it has shipped?

How will my order be packaged?

What should I do if I cannot find my tracking information?

Can delivery delays occur?

Returns & Exchanges

What is your return policy?

How do I return an item?

Who pays for return shipping?

Can I exchange an item for a different size or colour?

How long do refunds take?

What condition must returned items be in?

What should I do if my item is faulty or damaged?

Complaints & Warranty

What should I do if my item is faulty or damaged?

How long is the warranty period?

How do I submit a complaint?

How long does the complaint process take?

What happens if my complaint is approved?

Are there any requirements when returning goods for a complaint?

Product Information

How do I choose the right size?

How should I care for my silk pieces?

Why might colours look different from the photos?

What makes your silk special?

Gift Cards & Wrapping

Do you offer gift cards?

Can you gift wrap my order?

Can I send a gift directly to someone?

Account & Wishlist

What are the benefits of creating an account?

How do I save items to my wishlist?

Contact Us

How can I contact customer service?

Do you have a physical store?

Still need help?

Orders & Payments

How do I place an order?

What payment methods do you accept?

Can I change or cancel my order?

Do you offer payment plans?

Shipping & Delivery

Where do you ship?

When will my order be dispatched?

How long will my order take to arrive?

Do you offer free shipping?

How can I track my order?

Will I need to pay customs duties or import taxes?

Can I change or redirect my order after it has shipped?

How will my order be packaged?

What should I do if I cannot find my tracking information?

Can delivery delays occur?

Returns & Exchanges

What is your return policy?

How do I return an item?

Who pays for return shipping?

Can I exchange an item for a different size or colour?

How long do refunds take?

What condition must returned items be in?

What should I do if my item is faulty or damaged?

Complaints & Warranty

What should I do if my item is faulty or damaged?

How long is the warranty period?

How do I submit a complaint?

How long does the complaint process take?

What happens if my complaint is approved?

Are there any requirements when returning goods for a complaint?

Product Information

How do I choose the right size?