SILKSILKY Reviews 8,715

Reply from SILKSILKY

A day ago

Dear Customer,

Thank you for sharing your experience. We are truly sorry to hear how frustrating this situation has been, especially since the order was meant to be a birthday gift for your fiancé. We completely understand how disappointing this must have felt.

After reviewing the shipping details, we would like to clarify that your package was returned due to “Addressee Unknown”, which means the carrier was unable to complete the delivery because the recipient information could not be verified at the address provided. In such cases, the parcel is automatically returned by the logistics provider.

Regarding the Worry-Free Purchase (Seel) insurance, this coverage is specifically designed to protect customers against shipping-related issues such as loss, damage, or delivery exceptions. It is not intended to shift responsibility, but rather to provide an additional layer of protection for both parties in unforeseen transit situations. Since this case falls under a shipping exception, compensation can be directly processed through Seel’s claim system.

That said, you are not alone in this process. If you encounter any difficulty while submitting your claim, please contact us via email at [email protected]. We will be more than willing to communicate with Seel on your behalf and assist in coordinating the claim to ensure it is handled properly.

We also sincerely apologize if our response frequency caused inconvenience. Due to time zone differences and high inquiry volumes, responses may sometimes take up to one business day, but we always aim to reply as promptly and thoroughly as possible.

Once the claim is resolved, you are warmly welcome to place a new order, and we would be happy to assist you to ensure a smoother experience.

Your feedback is important to us, and we genuinely regret that this order did not go as planned. Please reach out to [email protected] so we can personally follow up on your case and support you further.

Kind regards,
SILKSILKY Customer Care Team

Reply from SILKSILKY

A day ago

Dear Customer,

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

Regarding the sizing issue, we would like to kindly explain that silk fabric has very little to no elasticity due to its natural properties. Unlike stretch fabrics, pure silk does not expand when worn, which means the fit can feel smaller if the size is selected based only on usual habits. For this reason, we strongly recommend customers carefully refer to our detailed size chart (including bust, waist, hip, and garment measurements) before placing an order, and in many cases, choosing one size up can provide a more comfortable fit.

We understand how disappointing it can be when multiple items do not fit as expected, especially after anticipating premium quality. Please rest assured that we use genuine silk materials and adhere to strict production standards. If you have concerns about the fabric, we would truly appreciate the opportunity to review the specific items with you and provide clarification.

Regarding returns, we sincerely apologize if the process felt inconvenient. As an international brand, return shipping policies may vary by region, and we always aim to provide clear guidance and support throughout the process. Your feedback is important to us, and we are continuously working to improve both our sizing guidance and after-sales experience.

We would really like the opportunity to make this right for you. Please contact us via email at [email protected] , and our customer care team will prioritize your case and provide a suitable solution.

Thank you again for your honest feedback. We hope to have the chance to restore your confidence in SILKSILKY.

Warm regards,
SILKSILKY Customer Care Team

Reply from SILKSILKY

3 days ago

Dear Customer,

Thank you for bringing this matter to our attention. We are truly sorry to read about your experience and understand how upsetting this situation must be. Please accept our sincere apologies for the frustration and inconvenience you have encountered.

We would like to clarify that SILKSILKY is a legitimate brand, and we would never intentionally withhold a refund or reimbursement once a return has been properly processed. If there has been a delay or an issue with your refund, it is absolutely not our intention, and we take this matter very seriously.

To allow us to investigate your case in detail, we kindly ask that you provide your order number. You may reply directly by contacting us at [email protected] with your order number and any relevant return or shipping information. Without the order number, we are unfortunately unable to locate your order or verify the return status.

Regarding your concerns about the product measurements and the discrepancy with the website description, we are very sorry that the item did not meet your expectations. Your feedback is important to us and will be shared with our product and quality teams for further review and improvement.

If our team previously confirmed a refund and shipping reimbursement, we would like to carefully review the communication and ensure that any commitments made are honored once the return is verified. We assure you that we do not ignore such cases, and we are committed to resolving this issue fairly and transparently.

Please rest assured that we will do our best to assist you as soon as we receive your order details. We sincerely hope to have the opportunity to clarify this misunderstanding and work toward a proper resolution.

Kind regards,
SILKSILKY Customer Service Team
[email protected]

Reply from SILKSILKY

3 days ago

Dear Customer,

Thank you for taking the time to share your feedback with us. We are truly sorry to hear that your experience did not meet your expectations, and we sincerely apologize for the frustration this has caused.

Regarding the return request, we would like to clarify that our customer service team always responds to emails as soon as possible. If you did not receive a reply from us, it is very likely that your message did not successfully reach our inbox, or that our response may have been filtered into your spam/junk folder. Please rest assured that we would never intentionally ignore or leave a customer inquiry unanswered.

To further assist you and check your case properly, could you please contact us again at [email protected] and include your order number? This will allow us to review your order details and return process accurately and provide you with appropriate support.

We also understand your concerns regarding the return shipping cost from Australia. International return shipping can indeed be expensive, and we truly regret any inconvenience this has caused. Our team is always willing to explore reasonable solutions where possible once we have the full order information.

Your feedback on the product construction has been noted and will be shared with our product team for further improvement. We value every customer’s opinion and are committed to continuously improving both our products and our service.

Thank you again for bringing this matter to our attention. We sincerely hope to have the opportunity to assist you further and resolve this issue to your satisfaction.

Kind regards,
SILKSILKY Customer Service Team

Reply from SILKSILKY

4 days ago

Dear Customer,

Thank you for taking the time to share your feedback. We are truly sorry to hear about your experience and understand how disappointing this must have been, especially when the product did not meet your expectations.

Regarding the fabric concerns, we would like to sincerely clarify that silk is a natural, delicate fiber that requires very careful handling and maintenance. Even with hand washing, factors such as water temperature, friction at stress points (such as underarms), detergents that are not specifically designed for silk, or soaking time can gradually weaken the silk fibers. Areas that experience frequent movement or tension may show thinning or puckering earlier if the fabric is not handled with extra care. We always recommend gentle hand washing in cold water, using a silk-specific detergent, avoiding twisting or wringing, and laying flat to dry to help preserve the fabric’s integrity.

That said, your feedback about the durability is extremely important to us, and we take it seriously. Silk garments should provide a reasonable lifespan when properly cared for, and we regret that this was not your experience.

Regarding sizing, we understand your frustration. Fit can vary depending on body proportions and personal preferences, particularly for pajama sets where rise and comfort are key. Your comments about the shorts’ rise are very helpful and will be shared with our product team for future improvements.

We sincerely apologize if our previous solution did not meet your expectations. Our intention in offering a partial refund or discount was to provide a flexible option, not to minimize your concerns.

To better assist you and review this case thoroughly, we kindly ask that you contact us directly at [email protected] and provide your order number. If you have photos of the issue, we would also appreciate seeing them so we can investigate further and offer a more appropriate resolution.

Once again, we are very sorry for the inconvenience and disappointment caused. Your feedback helps us improve, and we truly hope to have the opportunity to address this matter properly for you.

Kind regards,
SILKSILKY Customer Service Team