SILKSILKY Reviews 9,252

Reply from SILKSILKY

Mar 18, 2026

Dear Customer,

Thank you for sharing your feedback, and we’re truly sorry to hear about your experience. We completely understand how frustrating this must have been, especially with the timing for your partner’s birthday.

We sincerely apologize that our live chat was not attended promptly and that your request to update the order was not processed in time before dispatch. We understand how important this was for you, and we regret any inconvenience caused.

Based on the information currently available, we were unfortunately unable to locate your order in our system. It’s possible that the details provided may not match our records. To help us assist you properly, we kindly ask you to contact us via email at services@silksilky.com with your order number and the email address used for the purchase. Our team will prioritize your case and do our best to provide a suitable solution, including guidance on the return process once the parcel arrives.

We also sincerely apologize for the lack of response when you tried to add items to your order. This is not the level of service we strive to provide, and we are actively working to improve our response times and support experience.

We truly appreciate your understanding and hope to have the opportunity to make things right for you.

Warm regards,
SILKSILKY Customer Care Team

Reply from SILKSILKY

Mar 15, 2026

Dear Customer,

Thank you for sharing your feedback, and we are truly sorry for the frustration and inconvenience this situation has caused.

First of all, please accept our sincere apologies for the delay. After confirming the replacement for you, our team needed some additional time to complete the internal verification and prepare the package for shipment. We completely understand that waiting can be frustrating, and we truly appreciate your patience during this process.

We would like to inform you that your replacement package has now been shipped on March 14. The tracking number for your shipment is 33XJK526795401000931506, and it is currently on its way to you. Please note that once a package has been dispatched, it may take some time for the tracking information to update as the carrier processes the shipment.

We always strive to resolve customer concerns as quickly as possible, and we are glad that we were able to arrange a replacement for you. We sincerely hope the new item will reach you soon and meet your expectations.

If you have any further questions or need assistance with tracking your shipment, please feel free to contact our customer support team via email at services@silksilky.com. Our team will be more than happy to assist you.

Thank you again for your patience and understanding.

Sincerely,
SILKSILKY Customer Care Team

Reply from SILKSILKY

Mar 15, 2026

Dear Customer,

Thank you for taking the time to share your feedback. We are truly sorry to hear that your experience did not meet your expectations, and we sincerely apologize for any frustration this situation may have caused.

After reviewing the case, we would like to clarify the situation regarding your return and refund. Our team did contact you previously regarding your return. When the item was sent back, we did not receive the return tracking number from you. Because of this, we were unable to confirm whether the package had been shipped back to us, which unfortunately caused a delay in processing the refund. As our warehouse receives a large number of parcels every day, the tracking number is essential for us to quickly locate and verify returned items.

Later, our team made additional efforts to check with the warehouse and successfully confirmed that your returned package had been received. However, during this time, a PayPal dispute had already been opened for the order. We also noticed that the disputed amount includes the shipping insurance fee. Since the order had already been shipped, the insurance fee is non-refundable according to our policy.

We previously reached out to you to kindly request closing the dispute or adjusting the disputed amount so that we could proceed with the refund. Unfortunately, the dispute is still currently open, and the amount in dispute does not match the refundable amount. Under these circumstances, the system does not allow us to process the refund directly.

Please rest assured that we are more than willing to resolve this matter for you as soon as possible. We kindly invite you to contact our customer service team via email at services@silksilky.com, and our team will be happy to assist you in resolving the dispute and completing the refund process as quickly as possible.

Thank you for your patience and understanding. We truly value every customer’s experience and look forward to helping you resolve this matter.

Sincerely,
SILKSILKY Customer Care Team