SILKSILKY Avis 9 307

Réponse de SILKSILKY

3 mars 2026

Dear Customer,

Thank you for sharing your feedback. We are truly sorry to hear about your experience and sincerely apologize for the frustration and inconvenience this situation has caused.

After reviewing your case, we can confirm that your refund was successfully processed on March 2. Depending on your payment provider, it may take a few additional business days for the amount to appear in your account.

We also regret that the sizing of the items did not meet your expectations and that you had to go through the return process. This is certainly not the experience we want our customers to have. Please rest assured that we always aim to resolve customer concerns as quickly and fairly as possible.

If you have not yet seen the refund in your account, or if you need any further assistance, please feel free to contact our customer support team by email at services@silksilky.com. Our team will be more than happy to check the details for you and provide any necessary support.

Once again, we sincerely apologize for the inconvenience caused and appreciate your patience throughout the process. We value your feedback as it helps us continue improving our products and services.

Warm regards,
SILKSILKY Customer Care Team

Réponse de SILKSILKY

1 mars 2026

Dear Customer,

Thank you for bringing this matter to our attention, and we are truly sorry to hear about your experience. We completely understand how frustrating it must be to feel that your request has not been answered, especially when you were expecting assistance with an exchange.

At SILKSILKY, we sincerely value every customer and always aim to provide timely support. Please rest assured that we do take all customer inquiries seriously and we never intentionally ignore any messages. Occasionally, emails may be delayed or filtered by the system, and we sincerely apologize if this has caused inconvenience in your case.

Regarding your concern about the size, we would like to reassure you that products meeting our return policy are eligible for return or exchange within 365 days of purchase. You can review the full details of our policy here:
https://silksilky.com/pages/refund-policy

To help us resolve this for you as quickly as possible, could you please kindly provide your order number? Once we receive it, our team will immediately check the details and assist you with the appropriate return or exchange solution.

Please feel free to contact us directly at services@silksilky.com, and we will prioritize your case to ensure it is handled promptly.

Once again, we sincerely apologize for the inconvenience and truly appreciate your patience. We look forward to assisting you and resolving this matter for you as soon as possible.

Warm regards,
SILKSILKY Customer Care Team

Réponse de SILKSILKY

24 févr. 2026

Dear Customer,

We are truly sorry to read about your experience and sincerely apologize for the frustration this has caused you.

We understand from your comment that you purchased two nightgowns and experienced issues, including one item being incorrectly labeled and difficulty obtaining the return address. This is certainly not the experience we want for our customers.

In order to properly investigate and assist you, we kindly ask that you contact us directly via email at services@silksilky.com
(please contact us in email form) and provide:

Your order number

A brief description of the issue

Photos of the incorrectly labeled item (if available)

Once we receive your email with the order details, we will immediately review your case and provide the correct return instructions or a suitable solution as soon as possible.

Please rest assured that we are committed to resolving this matter for you. Your satisfaction is very important to us, and we truly appreciate the opportunity to make things right.

Kind regards,
SILKSILKY Customer Service

Réponse de SILKSILKY

18 févr. 2026

Dear Customer,

Thank you for sharing your feedback. We are truly sorry to hear that your experience did not meet your expectations.

At SILKSILKY, product quality is our top priority. Our silk items are crafted from high-grade mulberry silk, including 6A grade silk, and our materials are OEKO-TEX® certified to ensure they are tested for harmful substances and meet international safety standards. Every product undergoes quality inspection before shipment.

As an international brand, some of our products are shipped directly from our production facilities to ensure efficiency and authenticity. However, we understand that packaging expectations may vary, and we regret if this affected your perception of the purchase.

Since we are unable to identify your order through this review, we kindly ask you to contact us at services@silksilky.com with your order number and further details (photos if possible). Our customer service team will carefully review your case and provide a proper solution as soon as possible.

Your satisfaction is very important to us, and we sincerely hope to have the opportunity to address your concerns and improve your experience.

Warm regards,
SILKSILKY Official Team

Réponse de SILKSILKY

Publié le 12 févr. 2026

Dear Customer,

Thank you for taking the time to share your feedback. We are truly sorry to hear about your disappointment and understand your concern regarding the fabric composition.

After carefully checking our system, we are currently unable to locate an order under the information available on this platform. In order to investigate this properly, we kindly ask you to contact us directly via email at services@silksilky.com
and provide your order number or the email address used for the purchase. We will prioritize your case once we receive your message.

Regarding your concern about “100% spandex,” we would like to clarify that SILKSILKY does not sell products made of 100% spandex. All of our silk collections contain genuine silk fibers, except for our wool products, which are clearly labeled as wool. It is possible that the label you saw refers to a component such as elastic trim, lining, or stretch threads used in certain parts of the garment (for example, elastic waistbands), rather than the main fabric composition.

We fully understand how confusing and disappointing this must feel, especially when you expect silk and see a different material mentioned. Please rest assured that product authenticity and quality are extremely important to us. We would truly appreciate the opportunity to review photos of the label and the item so we can provide you with a clear explanation and proper support.

Your satisfaction matters to us, and we hope you will give us the chance to resolve this situation. Please contact us via email at services@silksilky.com, and our customer care team will assist you promptly.

Kind regards,
SILKSILKY Customer Care Team

Réponse de SILKSILKY

10 févr. 2026

Dear Customer,

Thank you for taking the time to share your feedback with us. We are truly sorry to hear about your disappointment and sincerely apologize for the inconvenience this situation has caused you.

Regarding your order, we deeply regret that the complimentary sleep mask mentioned in the product description was not included in your package. We also apologize that one of the pillowcases arrived with holes. This is certainly not the level of quality or service we aim to provide, especially considering the expectations you had for SILKSILKY products.

We are also very sorry to learn that your previous contact with our customer service did not result in a clear solution. Please rest assured that we do not intend to provide vague responses or leave any customer case unresolved. If communication stopped, it may be due to missing order information or an email delivery issue, but this is never our intention.

To allow us to properly investigate your case and offer an appropriate solution, we kindly ask you to contact us again a services@silksilky.com and provide your order number. Once we receive your order details, our customer service team will prioritize your case and work with you to resolve the missing item and quality issue as quickly and fairly as possible.

Your experience and feedback are very important to us, and we truly regret that this order did not meet your expectations. We sincerely hope to have the opportunity to make things right and restore your confidence in SILKSILKY.

Kind regards,
SILKSILKY Customer Service Team
services@silksilky.com

Réponse de SILKSILKY

8 févr. 2026

Dear Customer,

Thank you for your feedback. We sincerely apologize if the packaging of your order did not meet your expectations.

We would like to clarify that SILKSILKY products are silk apparel, sleepwear, and bedding, and are not fragile items. Our packaging is designed to protect these types of products during shipping, but we understand that the presentation could have been better, especially for higher-value orders.

To help us improve our packaging and customer experience, could you please provide your order number? This will allow us to review the shipment and ensure we make adjustments where needed for future orders.

We appreciate your feedback and patience, and we are committed to making your experience with SILKSILKY as pleasant as possible. For any further assistance, please contact us at services@silksilky.com.

Warm regards,
SILKSILKY Customer Care Team

Réponse de SILKSILKY

8 févr. 2026

Dear Customer,

Thank you for sharing your experience with us. We are truly sorry for the frustration and inconvenience this situation has caused, and we completely understand your concerns regarding the incorrect item and the return process.

Please allow us to clarify first: if it is confirmed that the incorrect item was shipped due to our mistake, SILKSILKY will of course take responsibility for the return shipping cost. We do not intend to pass on costs to the customer when the error is on our side.

At the moment, however, we are unable to locate your order in our system, which prevents us from verifying the details and arranging the most appropriate solution for you. We kindly ask you to contact us directly by email at services@silksilky.com and provide your order number and purchase details, so our team can review your case accurately and assist you further.

Regarding the return address, SILKSILKY works with multiple return warehouses depending on the destination. This is why the return address may differ from the country mentioned on our website or in other replies. You may also refer to our official return policy here:
https://silksilky.com/policies/refund-policy

Once we have your order information, we can confirm the correct return address based on your situation and, if needed, provide you with the appropriate return instructions.

We sincerely apologize for the back-and-forth communication and the inconvenience you have experienced. This is not the level of service we aim to provide, and we truly appreciate your patience while we work to resolve this matter properly.

If you have any further questions, please do not hesitate to reach out to us at services@silksilky.com. Our customer service team is here to help and will do their best to find a fair and satisfactory solution for you.

Warm regards,
SILKSILKY Customer Care Team