FAQs

Below FAQ are some common concerns of our clients before purchasing the products.
If you have other questions, please just send it to uk@silksilky.com.

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Need Help?

If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.

If we aren’t available, drop us an email and we will get back to you within 24 hours!

Products

The initial goal of SilkSilky is simple. We hope you sleep better and live healthier every day. As we all know, good sleep can bring positive effects to our physical health, emotions, brain functions and so on. We use the best quality silk fiber to guarantee you the most luxurious and comfortable silk products for your sleep.

Yes! All SilkSilky products are made from ultra-luxurious 100% Pure Mulberry Silk (Except for some loungewear products, they are made of silk knitting, These products still contain enough mulberry silk, please read the product description). We use the highest grade (6A) long fiber mulberry silk, and enforce the strictest quality guidelines, including non-toxic dyes.

Instead of thread count, silk fabrics use momme – i.e. fabric weight to measure the quality of silk fabrics. Momme weight describes the weight of 100 yards of silk, 45 inches wide, in pounds. Higher momme means there are more strands of silk per 100 yards of fabric, therefore making the product heavier. So if we weigh that fabric, and say it’s 19 pounds, the momme would be 19-momme. The higher the momme, the higher quality and more durable the fabric is. Momme can range anywhere from 11-momme to 25-momme.

Silk offers more than just an elegant feel - it provides tangible benefits as well. It stimulates the immune system, gets rids of stress, gives an extra boost of energy in the morning, gives a fresh and rested look, and gets rid of the dark circles under the eyes.

  • It breathes. Your head and hair won’t get smothered or overheated.
  • It’s hypoallergenic. It’s naturally resistant to fungus, mold, mites, and allergens.
  • It doesn’t involve synthetic materials. It’s a natural fiber, for those who wish to keep their beauty routine all-natural.
  • It might help with your complexion. Got acne? Try a silk pillowcase and see if that doesn’t help it clear.
  • Temperature regulation. Silk is a naturally temperature-regulating fabric that makes it breathable so it’s never too hot or too cold in any situation.
  • Silk fabric is made from a natural fiber produced from silkworms, popularly mulberry silk. High-quality silk is a fabric that has been manufactured for thousands of years and has maintained its reputation as a symbol of luxury.Satin, on the other hand, is a man-made material made up of a mixture of satin, nylon, and polyester.

    Satin is more delicate than silk, so it needs more careful handling. It does not shimmer, but it does have a glossy appearance.Silk is the same on both sides, while the manufacturing process leaves satin with a dull flat back. Satin is shrunk or Stretch whenever we just wash it in hot water. So be more careful when you just washed your satin fabric. You always checked and watched the washing instructions label which is coming on that fabric.If you wish to repose in pure luxury, then silk is the way to go. Your hair, skin, and inner natural beauty will thank you for it.

    Absolutely! Choose a detergent designed for use on silk (we recommend pH-neutral liquid detergent). It’s important that you use a detergent that doesn’t contain enzymes or bleach that will damage your silk products. Machine wash cold on a gentle cycle. When it comes to drying silk, air drying is ideal.

    Sometimes, zippers may stop working because a bit of the surrounding fabric gets caught in the teeth. Inspect the garment or accessory closely for snags, folds, tangles , and other signs of a hangup.

    1) Once you’ve located the snag responsible for blocking the zipper, take hold of the fabric around the obstruction and give it a gentle tug. If the snag is especially small, using a pair of tweezers may help you get a better grip. Pull the fabric in the direction opposite the way the zipper runs and hold it.

    2) Try work the zipper up and down. Keeping your hold on the snagged fabric, begin gently pulling the zipper tab. Try sliding it in both directions to see if the fabric releases. In most cases, constant tension, small movements and a little patience will be enough to clear the zipper teeth.

    Orders

    Contact services@silksilky.com as early as possible to make the changes. Please be noted that one can not make changes to the order once the order ships.

    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 services@silksilky.com for further assistance.

    The first thing to do is send us an email services@silksilky.com with all the necessary information stating 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.

    - We typically ship your order within 1-3 business days.

    - Shipping usually takes 3-5 business days (Express) for USA,Canda and 12-18 business days for other countries.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.

    - For free/standard shipping, we use your local postal service such as USPS, Royal Mail and LePost.

    - For express shipping, we use parcel shippers like DHL, UPS or FedEx depending on your location.

    Yes, SilkSilky 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 services@silksilky.com . Note: Due to the ongoing health situation in the world, some countries have taken mandatory quarantine measures, and delivery services will be affected. You are suggested to check with your local post office first to find out if they can accept deliveries normally.

    a) 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.

    b) If 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. )

    c) If you(or your client) do not check the parcel and signed, the commitment that logistics undertakes transportation risk will end.

    The reason for this is because you used our express checkout feature which allowed you to pay for your order without logging into our website. Since our ordering system has no way of knowing which account to associate your order with if you don’t log in, it cannot put the order on your account.

    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 1-3 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 services@silksilky.com for further assistance.

    Delivery

    - Order Amount: 0-£49: Shipping cost is £6.95, shipping time is around 10-15 bisiness days (most countries).

    - Order Amount: more than $79: Shipping cost is FREE, shipping time is around 8-12 bisiness days (most countries).

    - For express delivery and other details, please click here>>

    After we successfully dispatch your order from our warehouse, it takes some time for the shipping carrier to provide an update of your package. Once the carrier updates the information, you will be able to track your order status.

    If there is still no shipping information after a few days, please email us at uk@silksilky.com. Our CS team members will get back to you within 24 hours generally and check order status for you.