FAQs
How can I get in touch with Silko?
You can reach us by email at contact@silko.co. Our dedicated Client Services team is always delighted to assist you with anything you may need.
Do you ship internationally?
Yes, we are pleased to offer shipping worldwide so you can enjoy Silko no matter where you are.
Where do your beautiful pieces ship from?
Our collections are dispatched directly from our primary fulfillment center in Hong Kong, a location recognized globally for its tradition of exquisite silk excellence.
Can I make changes to or cancel my order?
We move quickly to prepare your order, so we kindly ask that any requests for changes or cancellations be submitted within 12 hours of placing your order. Requests received after this timeframe, unfortunately, cannot be guaranteed. Once you receive your order, you are always welcome to return it for a full refund.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) as well as payments made through PayPal.
When will my order begin processing?
All orders are carefully handled and shipped from our warehouse. Please allow a little extra time for processing during peak seasons, such as holidays and major sales. We process orders Monday through Friday. Your order will be processed within 1-3 business days of the order date and shipped the following business day. Please note we do not ship on weekends.
How long will it take for my order to arrive?
Due to the high global demand for our collection, orders typically take between 2-4 weeks to arrive at your destination.
What happens if I don't receive my order?
If your order has not been delivered within 30 days of shipment, you will be eligible to receive a full reimbursement.
Will I be charged for customs and taxes?
The prices you see on our site are listed in Euros (€) and may be converted to your local currency at checkout. Please note these figures are tax-exclusive for complete transparency. This means you may be responsible for duties and taxes once your order reaches you. Import taxes, duties, and customs fees are determined by your local customs office upon arrival at the final destination. These charges are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For specific details on potential charges, please contact your local customs office.
How do I arrange a return?
Please simply contact us at contact@silko.co to begin the process.
What if the item(s) I received are damaged, incorrect, or missing?
Please reach out to us right away if you receive an item that is not right, incomplete, or damaged. When you contact us, please include your order number, photographs of the item(s), and any other relevant details. We promise to do our absolute best to resolve your situation as quickly as possible.
When can I expect my refund?
All refunds will be credited back to your original method of payment. If you paid with a credit or debit card, the funds will be sent to your card-issuing bank within 7-10 business days of us receiving your returned item or cancellation request. For information on when the credit will post to your personal account, please contact your card-issuing bank. If you are concerned you haven't received your credit, we recommend contacting your bank/credit card company, as it sometimes takes time for the refund to be officially posted.