Welcome To SilkHolic 100% Mulberry Silk Store!

FAQs

How Soon Will My Order Ship?

All items sold at Silkholic.com are made-to-order. Please allow 3~10 business days for a better quality. Depending on the complexity of the products you ordered and the time of the year, some 100% mulberry silk products may take longer time to ship. However, if there is a particular date that you must have the products by, simply include this in the "Order Notes" section at checkout. Though we cannot guarantee we can fulfill the request, we will do our best to ensure that you have your silk products in time. When in doubt, please CONTACT US for an update on shipping times. 

I am buying my 100% mulberry silk as a gift and it may run over the 30 day return policy. Can I still return the silk products if the gift does not work out?

Yes. If you buy silk products as a gift, we will extend our 30-day return policy an additional 30 days.

Does the package arrive in a box that advertises SilkHolic.com?

No. All of our packages arrive inconspicuously, with no marking that would signify that there are 100% mulberry silk products inside. Our return label simply says "SH", as opposed to "SilkHolic.com."

Do you require a signature to sign for the parcel?

Yes. If you want the signature requirement waived, simply alert us to this in the "Order Notes" section at checkout.

Can I make order via mail?

Yes, you can make order via mail. You just need to complete your delivery information and the product code, then we will calculate the total amount for you, you should pay for your order first, we will process your order after your payment.

How often do you check your email?

We consistently check our email throughout the day, evening and on weekends. Feel free to CONTACT US any time you want.

I am mailing the gifts directly to the recipient. Will there be an invoice inside? Do you require a signature to sign for the parcel?

Yes, we need you to sign for the parcel personally. However, if your order shipped as a gift, and the shipping and billing addressee are different, we do not include an invoice stating how much the product cost. Please include this request in the "Order Notes" section at checkout.

Which currency do you accept?

We only accept USD for any kind of transaction. All our prices will also be quoted in USD.

How can I make payment for the Wholesale Products? 

Please pay via Paypal or Telegraphic transfer to our HSBC business account

Can I pay from Paypal, is there any extra fee?

Yes, you can pay from Paypal.

You don’t need to pay extra fee if you pay from Paypal.

You can also pay from credit card, Western Union, Money Gram and HSBC bank transfer.

What is your Paypal account?

Our Paypal account is yolanda.qin@outlook.com, you can pay to our Paypal account directly, while pay by Paypal, please make sure the address in Paypal is the same as actual delivery address.Please inform us your Paypal account/transaction ID and order number after your payment, then we will process your order soon.

Can’t pay from Paypal?

Usually there might be an amount limit of transaction for new Paypal account. 

If you can’t pay for your order in one time, you can pay for it in several times, and just need to send us an email to inform us the transaction IDs after your payment, Then we will confirm your payment and process your order soon. 

Or you can contact the Paypal to get more information and help.

If you can’t pay for your order by Paypal, you can use other payment methods, as to the details of other payment methods, please refer to relevant FAQs.

If I want to pay with Paypal, what should I pay attention to?

We accept Paypal as our prior payment method for small quantity wholesale customers and dropship customers. When using Paypal as your payment method, please pay attention to the shipping address and indicates the following words in your payment memo “For this transaction we will never ask for a refund.” For more information, please contact us.

What can I do if my country isn’t available in Paypal?

Normally you can register free for an account at www.paypal.com; but please note paying by Paypal is only possible in the countries listed on the following web page: https://www.paypal.com/webapps/mpp/country-worldwide

If you have a Paypal account, but you are having problems with sending money or logging into Paypal, you need to contact Paypal customer service.

If Paypal is not available in your country, it does not matter.You can pay us via Western Union, Money Gram or HSBC bank transfer. Please refer to THIS PAGE for detailed information.

Why can’t I make payment from my new registered Paypal account?

If so, there might be an amount limit for new Paypal account.

If you can’t pay for your order in one time, you can pay for it in several times, and just need to send us an email to inform us the transaction IDs after your payment, Then we will confirm your payment and process your order soon.

Or you can contact the Paypal to get more information and help.

If you can’t pay for your order by Paypal, you can use other payment methods, as to the details of other payment methods, please refer to relevant FAQs.

Can I pay by credit card?

Yes, you can pay for your order by Credit Card, many cards belong to Credit card, for example, visa card, master card and so on.

You can choose credit card when you place the order. Or we can send a money request to your Paypal account, the amount of the money request is the same with the total amount of your order, you can pay for your order via the request.

Paypal & Shipping Address

About the Delivery Address of the Orders Paid by PayPal

According to the rules of PayPal, the order need to be delivered to the billing address in your PayPal transaction. That is to say, Delivery address of your order(the expected delivery address) must exactly match the billing address of Paypal’s payment.

To ensure fast delivery of your order, you should write the correct delivery  address in Paypal transaction.
If you hope your order to be delivered to a different address other than the billing address in Paypal transaction, there are two methods:

1) We will refund your money first and then you can make another payment and kindly write the expected delivery address in the Paypal details.

2) You make a second payment with the correct delivery address in the Paypal transaction details and then ask us to refund your first payment.

If you need pay money to our Paypal, please make payment to yolanda.qin@outlook.com, this is the only Paypal account.

If it’s inconvenient for you to change/add a address in Paypal every time, you can include the correct delivery address in Paypal transaction details, that is, you can write the expected address within the Paypal payment memo.

If you want to know how to modify shipping address in Paypal transaction, please search FAQs for “How to modify shipping address in Paypal”.

Any questions, please let us know.

How to modify shipping address in Paypal?

According to the Paypal Rules,  the address in Paypal should be the same as the delivery address of the order. If they are different, you can change the shipping address in your Paypal by following the steps below:

Step 1: Click “Send Money”.

Step 2: Fill in “To(Email)” and “Amount”.

Step 3: Click “Continue”.

Step 4: You can find a “Change” button just under “Shipping Address”, Click it.

Step 5: Click “Add Address” button.

Step 6: Fill in your new address.

Step 7: Click “Add” button.

Step 8: Click “Send Money”.

Step 9: Payment finished and new address added.

Otherwise, If you don’t want to add new address, you can just add a comment(note) about the new address follow the steps below:

Step 1: Click “Send Money”.

Step 2: Fill in “To(Email)” and “Amount”.

Step 3: Click “Continue”.

Step 4: In the “Email to Recipient” section, there is an “Message(optional)”, please fill in the following words:

PLEASE SEND ORDER TO THE ADDRESS: ****************(Fill in your new shipping address).WE WILL NEVER ASK FOR A REFUND FOR THIS TRANSACTION.

Step 5: Once the comment (note) was made, click “Send money”.

Then payment was finished, Meanwhile, the comment (note) was added.

Any questions please let us know.

Can I pay for my order by cheque?

Sorry to tell you that we can’t accept payment by cheque now.

You can pay for your order by Paypal, Western Union, credit card, Money Gram or HSBC bank transfer.

Is cash on delivery available?

No, sorry, it’s unavailable in our company. Please pay for your order in full amount, then we will process and send out your order, you can pay by Paypal, Western Union or Money Gram.

Can I change the payment method?

Yes, you can change the payment method after you place order.
If you want to pay by Paypal, you can pay to our Paypal account directly, our Paypal account is yolanda.qin@outlook.com. Please inform us after your payment, we will process your order soon. As to the details, please search for relevant FAQs.

About unavailable items, need your confirmation.

Sometimes, not all of the items in your order can be fully prepared .

In this case :

1. we can inform you about the unavailable items and you can add/replace some other items ;

2. let us send out the goods and keep the remain money for your next order.

If the billing address of Paypal is different from the delivery address,what can I do?

According to the rules of PayPal, the order need to be delivered to the billing address in your PayPal transaction.

If customers want to pay us by Paypal,but the billing address of Paypal is different from the delivery address,there are 2 solutions:

1.Please change your billing address of Paypal to the delivery address of order firstly,then pay us.

2.Please just add your delivery address into the Paypal memo when you make payment by Paypal.

About delivery information of your order.

Usually receiver’s name, detailed delivery address and telephone number are necessary for the shipping company to deliver your goods successfully, please fill in the necessary delivery information when you place order.

In addition, you can provide us PO box address and address not in English if shipping by EMS and airmail, but the address without PO box and in English are necessary if you choose shipping by DHL, Fedex and other shipping methods.

To ensure smooth delivery of your parcel, please do as per above request

About the delivery time.

Normally, we need 3-10 business days to prepare your order. And you can see the shipping information when you are choosing shipping method.

What shipping methods do you offer?

We can provide different shipping methods for different countries, however, usually EUB, DHL, EMS and Fedex are available to most countries, DPEX, aramex, citylink and some special lines are also available here,  And if you find other shipping methods with better service, you can recommend to us. Thanks for your cooperation!

How much time shipping takes? 

Please see the shipping information when you place your order. But please aware that most shipping delays are caused by destination country’s custom inspection, which is completely beyond our control.

Can I combine my different orders together?

Yes,we can combine them for you, please tell us your order numbers and let us send them out together, then we will do as your request and recalculate the shipping fee for you.

Do you offer free shipping?

Yes, we offer worldwide free shipping for all orders with ordinary shipping. 

Anyway, if you or your agent can pick up the goods from our warehouse and in this case we don’t charge shipping fee.

What if the customs ask us for a tax?

In most cases, we will send the parcel as a gift of no commercial value and you don’t have to pay any tax. But if there is any tax in your country, you should pay for it. So it is better for you to ask your custom for tax information before you place the order with us.

Tax number(for customers from Brazil and Argentina)

For customers from Brazil and Argentina, the local customs need the tax number, so please provide us tax number before we send out the goods, we will write the receiver’s tax number on the airway bill when sending a parcel, otherwise the parcels will be hold by the customs when the goods arrive in your country. There are two kinds of tax number in Brazil:

A: CNPJ NO. (company-XX.XXX.XXX/XXXX-XX)

B: CPF NO. (private- XXX.XXX.XXX/XX)

You can provide us one of them.

Can I send my order into separated parcels?

Yes, we can send your order into two/several parcels, we will inform you the shipping details after sending out parcels, but you should know that the shipping fee of two/several parcels is a little more expensive than one parcel, you need to pay us some extra shipping fee if you want to send parcels separately, as to how much the extra fee is, it depends on the shipping method you choose.

Can I pick up the goods from your warehouse directly?

Yes, you or your agent can come and pick up your order from our warehouse. However, you had better pay us partial or full amount of the goods before we process your order.We will inform you soon to pick it up once the order is ready. In this case,you need not pay us the shipping fee. For more detailed information, please contact us via E-mail.

By the way, the customers are not allowed to choose the goods from our warehouse because we don’t have showroom.

Why the shipping companies return my parcel?

According to our experience, the shipping companies will return your parcel because of incorrect name and address, missing telephone number, or you were not at home when they deliver the goods to you. After we receive the returned parcel, we will make refund after deducting all the costs which we already paid to the shipping company and customs. So your full name, correct address and telephone number are necessary for the shipping company to deliver the goods successfully.

How to track my parcel after shipping?

You can track your parcel online after 24~48 hours because sometimes the tracking website isn’t updated timely.

The tracking websites for several shipping methods are as below:

DHL	 www.dhl.com
EMS	 http://www.ems.com.cn/english.html
Airmail   http://intmail.183.com.cn/itemtrace_en.jsp
Fedex	 http://www.fedex.com/cn_english/
DPEX	 http://www.dpex.com/
Aramex	 http://www.aramex.com/	
SND        http://www.snd-exp.com/

The tracking website of China post is not so stable, and sometimes the goods has arrived in your country, but they don’t update the website timely, so you can track the parcel’s status in your local post tracking website, you can find the local website in this link:

http://www.17track.net/index_en.shtml

Why I haven’t received the parcel shipped by Airmail?

According to other customers’ experience, the Airmail is the slowest shipping method, it always takes 30 to 40 days to deliver the parcel to your country, so please wait with patience. If you have not received your parcel finally, we will refund the money to you after the parcel returned to us.

Is the delivery door-to-door?

Yes, all the shipping methods are door to door service, except by sea/air cargo. But if you are informed to pay tax, please promise to pay, then the shipping company will deliver the goods to your address and collect the tax from you.

Can I change the shipping method?

Before we send out your parcel ,you can change your shipping method according to the methods we offer on our website.

After we change the shipping method, there might be some price difference or balance ,we will inform you immediately, and if there is difference,we hope you can pay for that.

But after we send it out, I am afraid we can not change the shipping method. Hope you can kindly understand.

I have a better shipping method to recommend.

Please report your shipping method and price …

What if some products are not available or not shipped?

It is quite possible that the item you ordered cannot be made due to rare of pearls or complexity of craft work. Under those circumstances we inform the customer and give them an option to modify the order or have a refund.

Still Have More Questions?

We welcome questions and feedback from all our valued customers. CONTACT US with your questions or comments.

Every day is sunny as long as you're in a good mood.

SilkHolic, as tender and delicate as first love.