FAQs

How May We Help You?

In order to make your www.SILKNY.com experience as easy and enjoyable as possible, we’ve compiled a list of frequently asked questions and answers. If you have a question that is not addressed below or a thought you’d like to share, please let us know by sending an email to customercare@SILKNY.com.

Your Account

Why can’t I check out as a guest?

We’re sorry, but at this time, only registered customers are able to place orders.

What if I forgot my password?

If you forgot your SILKNY password, see the “Forgot Your Password” message on the log in page. Enter your email address and you will receive a confirmation email that your password has been reset. You can change this password by logging into your account and clicking “Edit” under “Customer Information” and entering a password of your choice.

How can I change my password?

You can change your password by logging onto www.SILKNY.com and going to the “My Account” page. Click “Edit” on the “Customer Information” section of the page to change your password.

How do I check the details of my order?

You can check the details of your orders by logging onto www.SILKNY.com and clicking on the “My Account” page. This is the easiest and fastest way to get the most current information regarding your www.SILKNY.com orders.

Your “Order History” page will provide you with detailed information about your current or past orders. After your order is shipped, your tracking number, if available, will be displayed.

How can I track my order?

There are two ways for you to track your order:

  1. You can track your order by signing into your SILKNY. Account, going to “My Account” and then “Order History”. Once you find your order, you can click on the “Track Now” button to see the status of your shipment.
  2. You will also receive a Shipment Confirmation email with a UPS Tracking Number which can be input into the “Track” box on the upper left corner of the www.ups.comhome page.

How can I remove my name from your mailing list?

You can remove your name from our email list by logging onto your SILKNY account and going to the “My Account” page. Click “Edit” under “Email Preferences” and update your email preference setting to “Unsubscribe.”

How do I know which size is right for me?

Please see our sizing chart.

How do I cancel an order?

If you would like to cancel your order, please contact us within 24 hours by emailing us at customercare@SILKNY.com. Although your order starts processing and your credit card is charged when you complete the order process, in most instances, we will be able to cancel your order and issue a refund to your credit card. Depending on your credit card company, the credit should appear on your statement within two billing cycles.

We will make every attempt to cancel your order, but orders that have already been shipped cannot be canceled. If you receive an unwanted order, you can always return it by following the return instructions included in your package.

SILKNY is required to charge sales tax on orders being sent to NY addresses only.

What emails will I receive about my order?

After you place your order, you will receive pertinent emails about that order. Below are examples of the kinds of emails we might send:

Order Confirmation – this email confirms that we have received your order. It includes your order number. Please keep this email for your records.

Shipment Confirmation – this email confirms that your order, or part of your order, has shipped and it includes a UPS tracking number. You may receive multiple emails, depending on the items you selected, or if you ordered multiple items and they were shipped separately.

Refund Return Request – this email confirms that your request for a refund has been received.

Return Acknowledgement – we will email you once your return has been received and processed.

Refund Confirmation – we will email you once your credit card refund has been processed.

Other – There are a few other reasons you would receive an email, including difficulty in processing your order, inability to ship to the address provided, issues with your credit card or cancellation of the order. Should you receive a notice like this and have questions, please contact our Customer Service Team at customercare@SILKNY.com.

Do you offer price adjustments?

SILKNY will honor a one-time price adjustment on full price merchandise ordered within seven (7) days of a price reduction or sale. Items not purchased at full price are not eligible for price adjustments.

Shipping

How is my order shipped?

SILKNY offers UPS standard ground shipping to international addresses (expect China, Hong Kong and Macau).  At this time, we do not offer shipping to Alaska or Hawaii. (Unless otherwise noted in a special promotion, there is a charge for UPS shipping.) At this time, only standard shipping is offered – there are no expedited shipping options available.  Orders can be shipped to street addresses only.  UPS is not able to deliver to PO Boxes or APO/FPO’s. For China, Hong Kong and Macau, SILKNY offers SF Express delivery.

What are your shipping charges?

Shipping charges are determined by state/country and will be displayed on the “MY ORDER” page.

How long will it take to receive my order?

After your order is received, SILKNY ships most orders from our warehouse within 7 to 10 business days. Once your order has been shipped, you will receive an email confirmation with a UPS tracking number and you can check the status of your delivery by visiting www.ups.com and inputting your tracking number on the home page or by going to www.SILKNY.com and following the directions below. Or, visit http://www.sf-express.com/hk/en/dynamic_functions/waybill/ to track your SF Express delivery.

Can I change my shipping information after I have placed an order?

You can change your delivery address any time before your order has been shipped from the warehouse. To change a delivery address, please contact our Customer Service Team at customercare@SILKNY.com.

Why do I have to sign for my delivery?

In order to insure the safe arrival of your SILKNY order, we require that you be available to sign for your UPS/SF Express delivery. If you are not available to sign for your delivery, then UPS/SF Express will leave a notice at the delivery address and you can arrange another delivery date.

A Note about “No Signature” Shipping.

When SILKNY ships merchandise, we normally require a signature at time of delivery. This requirement can be waived upon request by customercare@SILKNY.com. In this case please note that SILKNY accepts no liability for lost or stolen merchandise once it leaves the warehouse.

On occasion, UPS/SF Express may elect to not leave the merchandise even if you requested “no signature”. In this case they will typically leave a shipping notice at the delivery address. Sign and place the shipping notice where the shipper left it. By signing the notice, you may be able to receive your merchandise on a second or third delivery attempt.

Payment

What forms of payment do you accept?

SILKNY accepts the following forms of payment:

Visa, MasterCard, PayPal,

Your credit card will be charged when you click the “Submit” button and complete your transaction.

When is my credit card charged for my purchase?

Your credit is charged when you click the “Submit” button and complete the order process.

Return & Exchange

What is your exchange policy?

We do not have a direct exchange program. For a different size, color, or item, follow the return procedure above, and then place a new order through our website.

What is your return policy?

If you’re not absolutely delighted with a SILKNY purchase, we make it easy for you to return it.

SILKNY will gladly accept returns requests within 7 days of you receiving your order.  Requesting a return is easy after logging in to your account and following the steps below. All items must be unworn with original tags attached and packed with the return slip.

Refunds will be issued in the same tender as the purchase.  Please note: processing of online returns may take up to 3-8 weeks. Depending on your credit card company, the credit should appear on your statement within two billing cycles.

Return shipping is free using the pre-printed UPS Domestic Shipping Document included with your original shipment.  Your return package can be dropped off at an authorized UPS Shipping Center or you can call UPS to schedule a pick up at your home or office. To contact UPS by phone, call 1-800-PICK-UPS (1-800-742-5877). For SF Express, you need to pay the return shipping charge.

Please see all return instructions under “How do I make a SILKNY return?” question.

How do I make a SILKNY return?

There are four easy steps to request a return:

  1. Review Your Order – log into your SILKNY account and go to “My Orders” and click on your order number. Click on the “Create a Return” button on the lower right-hand side of the screen.
  2. Create a Return Request – on this page, indicate which item(s) you would like to return and provide a reason for the return. Click on the “Process Return” button on the lower right-hand side of the screen.
  3. Review Your Return Request – review your return request information and read the “Conditions for Return” policy. Click the “Confirm” button to acknowledge the SILKNY return policy.
  4. Receive Your Return Authorization Number – your return authorization number will appear on this page.

After you receive your Return Authorization Number, you have 14 days to ship your return package. Please complete the “SILKNY Merchandise Return Form” and include it with your return. Return shipping is free using the pre-printed UPS Domestic Shipping Document included with your original shipment.

All items to be returned from an order must be packaged in one carton. Returns must be made in the original shipping cartons and securely taped to protect the contents during shipping.

Your return package can be dropped off at an authorized UPS Shipping Center or you can call UPS to schedule a pick up at your home or office. To contact UPS by phone, call 1-800-PICK-UPS (1-800-742-5877).

Product & Care

How do I take care of my SILKNY garments?

Recommended care instructions are listed on our website under “Product Details” for each item. And all garments come with sewn in garment care tags.  But further information can be found in the Garment Care chart.