Welcome to the FAQ Center at silksandstitch.com (this “Site”)!

I. Orders & Shipping

Q: How do I place an order?

Select your desired items online and add them to your cart. Proceed to checkout, fill in your shipping address and billing information, select your shipping method, confirm your order, and complete payment. You will receive an order confirmation email shortly.

Q: Can I modify or cancel my order after confirmation?

We apologize, but once an order enters the processing stage (usually within 30 minutes), it cannot be modified or canceled directly online. For urgent changes, please contact our customer service hotline immediately. We will do our best to assist you, but success cannot be guaranteed.

Q: What are the shipping costs and delivery time?

Free shipping within the United States. Shipping costs to international destinations will be calculated in real-time based on the address at checkout.

Q: Will I receive notifications after my order is shipped?

Yes. Once your order has shipped, we will send you an email containing a tracking number and a tracking link. You can also log in to “My Account” to view the real-time status of your order in your order history.

II. Returns & Refunds

Q: What is the return and exchange policy?

We offer a 30-day hassle-free return and exchange service from the date of receipt. Items must be brand new, unworn, unwashed, and with all original tags and packaging. Please log in to your account first, initiate a return/exchange request online to obtain a return authorization code, and then ship the item back. For returns not due to quality issues, you will be responsible for the return shipping costs; for quality issues, we will cover the relevant costs.

Q: How long does a refund take?

After receiving and inspecting the returned item, our warehouse will initiate the refund process within 3-5 business days. The refund will be returned to your original payment account. The exact arrival time depends on the processing speed of the bank or payment institution, and usually takes an additional 5-10 business days.

Q: What if I receive a defective or incorrect item?

We sincerely apologize for this. Please contact us immediately via email, providing your order number and photos of the item. We will arrange a free exchange or refund for you and cover all related shipping costs.

International Orders and Customs

Q: Can you ship overseas?

Yes, we support worldwide shipping. At checkout, simply enter your overseas shipping address, and the system will automatically calculate shipping costs and display available delivery methods.

Q: Do international orders require customs duties and import taxes?

Yes. According to the latest customs regulations, all international parcels require formal customs clearance. As the recipient, you are responsible for paying all customs duties, import taxes, VAT, and clearance fees that may be levied by the customs authorities of the destination country. These fees are not included in the product price or shipping costs and are usually collected by the logistics provider upon delivery. We cannot estimate or pay these fees on your behalf, and we recommend that you consult your local customs authority in advance.

Q: Why is the final payment amount different from the product price?

The final payment amount includes the subtotal of goods, shipping costs, and US sales tax (domestic orders) or estimated customs duties/taxes (international orders) that may apply based on your shipping address. The checkout page will clearly list the details of each fee.

III. Products and Sizes

Q: How do I choose the correct size?

Please select the correct size based on your actual measurements. If your measurements fall between two sizes, we generally recommend choosing the larger size.

Q: Will the actual product color differ from the picture?

We strive to accurately present the product colors in a professional environment. However, due to color differences between different mobile phone and computer monitors, the actual product may have slight differences from the screen image. If you have strict requirements regarding color, please feel free to contact customer service for more reference information.

IV. Payment & Account

Q: What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express, Discover), digital wallets (Apple Pay, Google Pay), and PayPal, etc.

Q: Is my payment information secure?

Absolutely secure. We use industry-standard SSL encryption technology to protect data transmission. More importantly, we do not store your complete credit card information ourselves; all payment processes are directly processed by third-party payment gateways certified to the highest PCI DSS security standards.

Q: How do I manage my account?

After registering an account, you can log in and manage your profile, view your complete order history, manage your shipping address book, save your wishlist, and set your marketing email subscription preferences.