FAQS
Got a question or query about your order? We have collated a list of the most commonly asked questions to give you a helping hand. However, if you still need to contact us you can press the pink button at the bottom of this page, or feel free to email us at support@shopsilkie.com
Which payment methods do you accept?
Currently, we accept Paypal, Amex, Apple Pay, and all major credit/debit cards.
Will I receive a confirmation email for my order?
Once your order is placed, you will receive a confirmation of your order via email address – occasionally it can go into your junk/spam folder. If you still cannot find it, please email us at support@shopsilkie.com and we will be happy to help!
Can I change my address once my order has been placed?
We will try our best, but we do try to process and ship your order as soon as we can, so do get in touch with us as soon as possible. Please email us with your order number, and the change of address to support@shopsilkie.com, we'd be happy to try and accommodate this.
Can I cancel my order?
Since we work so hard to pack your order as fast as we can, it’s sometimes not possible to cancel an order once it’s been placed – however, please email support@shopsilkie.com, and we will see what we can do.
What are my shipping options?
We have two shipping options for postage within the UK - Standard Shipping and Express Shipping. We're so happy to say that we now also ship worldwide! You can explore all of our shipping options here.
Are customs charges included?
Duties and taxes are not included and may be charged for certain destinations. Please check your shipping destinations regulations for duties and taxes for further information. We cannot be held responsible for any shipping delays caused by the carrier or the destination's customs department.
What is your return policy?
Please see here for our return policy.
Help! I have received the wrong item/a faulty product
We sincerely apologize for this! Please get in touch with us via email within 7 days of receiving your order at support@shopsilkie.com and we will get back to you within 24 hours.
I haven’t received my order!
So sorry to hear this! Please refer to our refund policy, and make sure to get in touch with us at support@shopsilkie.com within 7 working days of your order being placed. We kindly ask you be patient and will be happy to help!