SILKSILKY Avis 9 307

Réponse de SILKSILKY

3 févr. 2026

Dear Customer,

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

We would like to clarify that, unfortunately, due to customs and re-entry restrictions when returning parcels from Switzerland to Germany, your return package was not able to be successfully delivered back to our warehouse and was returned to you by the carrier. This is a known cross-border issue and not caused by any action on your side.

Please rest assured that we did not ignore your case. Our customer service team has already contacted you by email to explain the situation in detail and to provide alternative solutions to help resolve this matter. We kindly ask you to check your inbox (and spam folder, if necessary) for messages from services@silksilky.com.

We fully understand your disappointment regarding the sizing issue and the return difficulty, and we truly regret that this experience did not meet your expectations. Our team remains committed to assisting you and finding a reasonable solution once we reconnect via email.

Thank you for bringing this to our attention, and we sincerely hope to have the opportunity to address your concerns properly.

Kind regards,
SILKSILKY Customer Service Team

Réponse de SILKSILKY

3 févr. 2026

Dear Customer,

Thank you for taking the time to share your experience. We are truly sorry to hear about the frustration this situation has caused you, and we sincerely apologize for the inconvenience.

After carefully checking our system, we regret to inform you that we are currently unable to locate your order based on the information available to us here on Trustpilot. Without the order details, we are unfortunately unable to verify the return record or further investigate the issue regarding the return address and the package that was not received by our warehouse.

Please rest assured that we take return and after-sales issues very seriously, and it is never our intention to leave any customer without support. To help us assist you properly and review your case in detail, we kindly ask you to contact our customer service team directly via email at services@silksilky.com, and include your order number as well as any relevant return or shipping information.

Once we receive these details, our team will prioritize your case and work with you to find a fair and appropriate solution.

We sincerely apologize again for the unpleasant experience and hope to have the opportunity to resolve this matter for you.

Kind regards,
SILKSILKY Customer Service Team

Réponse de SILKSILKY

2 févr. 2026

Dear Customer,

Thank you for taking the time to share your experience. We are truly sorry to hear about your disappointment, and we sincerely apologize for the frustration this situation has caused you.

We completely understand how upsetting it must be to receive an item that does not match what you ordered—especially after waiting for delivery and paying a significant amount. This is certainly not the experience we want any of our customers to have.

After carefully checking our system, we regret to inform you that we have not been able to locate your order details based on the information currently available, and we also did not find any email from you in our customer service inbox. This may be the reason why your issue has not yet been properly resolved.

Please rest assured that we take situations like this very seriously, and we are absolutely willing to assist you with a refund or an appropriate solution once we can identify your order. To help us do so as quickly as possible, we kindly ask you to contact our customer service team directly at services@silksilky.com, and include your order number or the email address used when placing the order.

We sincerely apologize if our automated system made you feel unheard. Your feedback is important to us, and we truly hope to have the opportunity to personally follow up on your case and resolve this matter to your satisfaction.

Thank you for your patience, and we look forward to assisting you further.

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

Réponse de SILKSILKY

27 janv. 2026

Dear Customer,

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

First, we would like to clarify that we are SILKSILKY, not Silkysecret. If there is any confusion regarding branding, labeling, or packaging, we deeply apologize. We take brand authenticity and product presentation very seriously, and we would appreciate the opportunity to carefully investigate this matter for you.

In addition, we would like to reassure you that all of our sleep bonnets are made of 100% pure mulberry silk. We maintain strict quality control standards throughout our production process. If the product you received does not meet your expectations in terms of fabric, finishing, labeling, or packaging, we sincerely apologize and would like to fully review the situation.

Regarding your emails, we are very sorry, but we have not received any messages from your email address, including those reportedly sent since December 20, 2025. It is possible that the emails may have been filtered, blocked, or failed to reach our system. To ensure prompt assistance, we kindly ask you to contact us directly at services@silksilky.com, and our customer support team will prioritize your case.

Please include your order number and, if possible, photos of the product you received. This will allow us to better understand the issue and provide you with an appropriate solution, whether it be a replacement, refund, or another satisfactory arrangement.

Your satisfaction is extremely important to us, and we truly value your trust. We sincerely hope you will give us the opportunity to resolve this matter and restore your confidence in SILKSILKY.

Kind regards,
SILKSILKY Customer Support Team

Réponse de SILKSILKY

11 janv. 2026

Dear Customer,

Thank you for sharing your feedback with us. We are truly sorry to read about your disappointment and understand how frustrating this experience must feel. Please accept our sincere apologies for the concern and distress this situation has caused.

First, we would like to clarify that we have not been able to locate any prior contact or corresponding order information associated with your review. Without an order number or identifiable purchase details, we are unfortunately unable to verify the transaction or proceed with a return or refund. This may be why you felt your messages were unanswered, and we sincerely apologize if there has been any misunderstanding or missed communication.

We would also like to reassure you that there is absolutely no intention on our part to delay responses in order to exceed a legal withdrawal period. In fact, SILKSILKY offers a 365-day return policy, so you do not need to worry about missing a 14-day return window. Your right to request a return is fully protected. You can review our refund and return policy here for complete transparency:
https://silksilky.com/policies/refund-policy

Regarding your concerns about product quality, what you described does not reflect the quality standards of SILKSILKY, especially with respect to fabric composition and workmanship. Most of our products are made from 100% silk as stated, and we take quality complaints very seriously. We would welcome the opportunity to review your case properly.

To help us resolve this matter as quickly as possible, we kindly ask you to contact us directly at services@silksilky.com and provide your order number along with any photos of the product concerns. Once we receive this information, our customer service team will prioritize your case and guide you through the return or refund process promptly.

We truly regret that your experience has led you to feel this way, and we hope to have the chance to clarify the situation and restore your confidence in SILKSILKY.

Kind regards,
SILKSILKY Customer Service Team

Réponse de SILKSILKY

8 janv. 2026

Dear Customer,

Thank you for taking the time to share your experience with us. We are truly sorry to hear about the disappointment caused by the color of the item and the non-adjustable straps, as well as the delay in receiving your refund. Please accept our sincere apologies for the frustration this situation has caused.

Regarding your return, we understand that you sent the parcel back on December 22. However, after carefully checking our system, we have not yet been able to locate your order or the returned package, as we have not received sufficient order or return details. Without this information, we are unfortunately unable to track the return or proceed with the refund.

To help us resolve this matter as quickly as possible, we kindly ask you to contact us by email at services@silksilky.com and provide the following information:

Your order number

The return tracking number (shipping receipt or proof of shipment)

Once you provide the tracking number, we will actively monitor the return shipment. As soon as the logistics status shows that the parcel has been successfully delivered back to us, we will arrange your refund promptly.

We are also very sorry to learn that your email experience felt impersonal. Please rest assured that our customer service team is always committed to providing genuine, attentive, and human support. Your feedback is important to us, and we will continue improving our communication to ensure a more comfortable and reassuring experience.

Thank you for your patience and understanding. We truly hope to resolve this issue for you soon and regain your trust in SILKSILKY.

Kind regards,
SILKSILKY Customer Service Team

Réponse de SILKSILKY

7 janv. 2026

Dear Customer,

Thank you for sharing your feedback with us. We are sincerely sorry to learn that your experience did not meet your expectations, and we fully understand your disappointment regarding the delivery time, packaging, and product quality. Please accept our sincere apologies for the frustration this has caused.

We would like to clarify that SILKSILKY specializes in 100% mulberry silk products, and our silk bonnets are made from 6A-grade silk, which is the highest quality standard in the silk industry. However, we understand that if the product you received did not meet your expectations, this experience can be extremely discouraging—especially when combined with international shipping time and packaging concerns.

Regarding the packaging, we apologize if it appeared too simple. Our current packaging design prioritizes protecting the product during long-distance transportation while also reducing unnecessary materials, but we truly appreciate your feedback and will share it with our team for further improvement.

We take your concerns very seriously and would like the opportunity to investigate this matter properly and assist you in resolving it. To help us do so, we kindly ask that you contact us at services@silksilky.com and provide your order number, along with any photos of the item you received. Our customer care team will carefully review your case and do their best to offer a fair and satisfactory solution.

Your feedback is extremely valuable to us, and we genuinely regret that this experience led you to feel disappointed. We hope you will allow us the opportunity to make things right.

Kind regards,
SILKSILKY Customer Care Team