Free Shipping Worldwide!

FAQ & Shipping

ORDER STATUS & RETURNS

Do I need an account to place an order?
No you do not need to create an account to make an order, simply checkout as a guest.

Which methods of payment do you accept?
The methods of payment we accept are PayPal, Apple Pay, and any major credit card company.

Are my payment details safe?
Yes all orders are processed through either Stripe or PayPal and our store is hosted by Shopify, every page uses SSL encryption to ensure your data is protected. We also respect your data privacy by only collecting the personal information necessary to complete your order, it is then kept encrypted only for our records and is never sold.

I just got an email that states I received a refund. What does that mean?
This would indicate that your purchase has been refunded back into your account and it will take 1-5 business days to be credited back into your account.

Why was my order cancelled?
One may receive a refund for any of the following reasons:

  • Some countries have legislative restrictions which means we cannot ship to said country.
  • Your address is in invalid format
  • The method of payment appeared as a high risk order.

Please contact us if you'd like to discuss cancellations at info@silkysmooth.us.

I placed an order but I haven’t received a confirmation email?
Send us a message at info@silkysmooth.us and we will resend the confirmation email.

I placed an order but haven't received shipping information yet?
Customer orders are generally processed in 1-3 business days upon which there may be time between postal scans especially on international shipping. We have found international tracking to be quite delayed and incorrect. It usually takes 5-7 days for tracking information to start to come up. 

How Can I Cancel Or Change My Order?
If you would like to cancel or change your order please contact us within 24 hours. We are unable to cancel or change your order once it has already been sent to you which is usually within 24 hours from order time.

How Do I Track My Order?
In our experience international order tracking is very unreliable with long periods of no updates and submission delays which generally leave our customers frustrated. Due to this we don’t give out tracking links straight away although all orders do come with international tracking and we can supply this for your order on request.

How Can I Return a Product?
We offer a 30 day refund period from the time you receive your package, please read our full Refund Policy on our Store Policy page for more info. Please view our Returns Policy page for more information. 

Who should I to contact if I have any queries?
If you have any issues or queries please don’t hesitate to contact us via the contact form or directly at info@silkysmooth.us.

 

SHIPPING

Shipping Time
Our shipping currently takes between 7-24 business days (Monday-Friday). Please view our Shipping & Delivery page for more information. 

Where do you ship?
We ship worldwide, but unfortunately there are some countries that have legislative restrictions which do not allow us to ship to them. Any country under U.S sanctions is unfortunately not able to be shipped to.

Shipping Rates
We currently provide free worldwide shipping with all orders.

What Shipping Methods Are Available?
As we intend to keep shipping free for all orders and countries we don’t offer variable shipping methods. Our standard shipping method usually reaches you within 1-2 weeks. If you’d like your item super fast you can contact us for an express shipping quote.

 

Shipping & Delivery Details

Our store ships to more than 185 countries with free standard shipping on all items sold in our online shop.

Estimated Delivery Time is between 7-60 days depending on delivery country and item size, larger items require longer delivery times. Some countries have varied customs processing times which will increase delivery times, shipping options are also limited for some countries. We always try to ship using an ePacket when we can for fast under 21 days worldwide shipping, however some countries don’t offer this as an option and so we have to use slower postage options which can stretch delivery times to 60 days. For some of our products we offer express postage as an extra cost however this can get expensive for large items across the globe.

Shipping times varies by location and item size. These are our estimates:

LOCATION *ESTIMATED SHIPPING TIME
United States 7-21 Business days
Canada, Europe 7-24 Business days
Australia, New Zealand 7-21 Business days
Mexico,  South America 10-45 Business days

Note: The delivery time mentioned above does not include order processing time that usually varies from 1 to 2 days.

The following cases should be taken into consideration regarding shipping times:

1. Weight and dimensions of package
2. Destination
2. Customs processing times
3. Freight options available to destination country

Address Format
Please make sure your shipping address is correctly formatted for worldwide shipping as we are not liable for undelivered packages due to incorrect shipping addresses. If tracking has shown your package is being returned we will either reship or refund your order, if tracking has scanned your package as delivered your order is considered finalised and received with no further requirement on us. Unless specified we ship to the address you placed in the checkout form.

Customs
We are unable to control or offer assistance in the customs process of your country as it is out of our reach. Different countries have different tax rules on imported goods and you may have to pay taxes or fees on the item to your customs office. As our products are generally items of less than $100 value this customs fee would be marginal if anything. If items are detained by your customs office after the shipment has left our base country, the buyer is responsible for clearance of the detained items which may involve taxes.