FAQs

1. Orders & Payment

Q1: What payment methods do you accept?
A: We accept major credit and debit cards, PayPal, and other secure online payment methods. All payments are processed in USD.

Q2: Can I change or cancel my order?
A: Orders can only be modified or cancelled within 24 hours of placement. Please contact us immediately at mail@silkandsonnet.com with your order number.

Q3: Is it safe to use my credit card on your website?
A: Yes. We use secure SSL encryption to protect all payment information and ensure safe transactions.

2. Shipping & Delivery

Q1: Do you ship internationally?
A: Yes, we ship worldwide. Delivery times and costs depend on your location and selected shipping method.

Q2: How can I track my order?
A: Once shipped, you will receive a tracking number via email. You can also track your order directly on our website at silkandsonnet.com/track.

Q3: Do I need to pay customs duties or taxes?
A: International orders may be subject to customs duties or import taxes. These charges are the responsibility of the customer and are not included in the purchase price or shipping fees.

Q4: What happens if my package is lost or delayed?
A: Contact us at mail@silkandsonnet.com. While we work with couriers to resolve issues, we are not responsible for delays caused by customs or local postal services.

3. Returns, Exchanges & Refunds

Q1: Can I return or exchange an item?
A: Yes. Items in unused, original condition with tags can be returned or exchanged within 30 days of delivery.

Q2: How do I request a refund or exchange?
A: Contact mail@silkandsonnet.com with your order number and reason. We will provide instructions for returning the item.

Q3: Are shipping fees refundable?
A: Standard shipping fees are non-refundable, except in cases where we sent the wrong item or a defective product.

4. Products & Sizing

Q1: How do I know what size to order?
A: Please refer to our Size Guide on each product page. Sizes may vary slightly depending on the material and design.

Q2: Are your products sustainable?
A: Yes. We prioritize ethical sourcing, eco-friendly fabrics, and responsible production practices.

Q3: Do your items come with care instructions?
A: Yes. Every garment includes care instructions to ensure longevity and maintain quality.

5. Account & Newsletter

Q1: Do I need an account to place an order?
A: No, you can checkout as a guest. Creating an account allows you to track orders, save addresses, and receive updates.

Q2: How do I subscribe to your newsletter?
A: Enter your email in the newsletter signup box on our website to receive updates, promotions, and new collections.

Q3: How can I unsubscribe from emails?
A: You can unsubscribe at any time by clicking the unsubscribe link in our emails.

6. Contact & Support

Q1: How can I contact customer support?
A: Email mail@silkandsonnet.com or call +44 7469 838944. We respond within 24–48 business hours.

Q2: Can I contact you via social media for orders or support?
A: We recommend contacting us via email or the contact form. Social media is not monitored for order processing.

7. Legal & Privacy

Q1: Is my personal information safe?
A: Yes. We comply with UK GDPR and other international privacy regulations. See our Privacy Policy for full details.

Q2: Can I request deletion of my data?
A: Yes. Contact mail@silkandsonnet.com to request removal of your personal data.