FAQs

We accept Visa, MasterCard, American Express, Discover cards, and Diners Club as well as Shop Pay, Klarna, Venmo, PayPal, Google Pay, Apple Pay, and Meta Pay.

When selecting the PayPal option at checkout, you will be directed to the PayPal website to complete the purchase and then return to https://www.susansilk.com/.

If the card transaction is approved, the amount will be immediately reserved, and you will receive an order confirmation email. If the credit card transaction is not approved, your order will be canceled. If you have any questions about this, please contact your bank or card provider.

If you wish to cancel your order, please contact us as soon as possible after making the purchase. If your payment has been processed and the package has not yet been shipped, we will be able to cancel your order and refund your money in full. However, once the package has been shipped, we will not be able to cancel your order. In such cases, you may return the package to us once it is delivered, and we will process a refund for you 1-3 working days after your return is received at our warehouse. Please note that shipping charges will not be refunded. If you have further questions, please contact our customer service team via susan@susansilk.com.

If you have any questions, please don't hesitate to contact us. We will respond as soon as possible.

Chat: use Online Chat from our website.
(Our customer service team will respond within 24 hours)

Email: susan@susansilk.com
(Our customer service team will respond within 24 hours)

Address: 4100 Moorpark Avenue, San Jose California 95117, United States

Phone: +1 313-203-6515
(Service time: from 9:00 AM to 5:00 PM PST - Monday to Friday)

We strive to display as accurately as possible the colors of our products that appear on the website. However the actual color will depend on your monitor, we cannot guarantee that your monitor’s display of any colors will be accurate.

In addition, different from other fabrics, silk is a highly lustrous fiber.

The shimmering appearance of silk is due to the triangular prism-like structure of the silk fiber, which allows silk cloth to refract incoming light at different angles, thus producing different colors. These make the surface shine and appear to change color as the angle of light on it changes. Put your silk product up to the light and see how it reflects differently to other silk products. So the color of the actual product you receive may look different under a different light.

1. A confirmation email of your order details will be sent once you place the order.

2. Once your order has been shipped, you will receive another email.

A tracking number will be provided (the tracking number will be activated within 24 hours), which you will be able to track using the link: Track My Order

Please note: Activation of the tracking number may take longer during events or holidays. Tracking information may take 24 to 48 hours to update.

If you are unable to track your package normally, please get in touch with us, and we will resolve the issue within 48 hours.

3. For shipping time estimates, please refer to our Shipping Information Page. If you want to double-check your order status, please contact us at:  susan@susansilk.com.

1. Order Processing Time

The order processing time refers to the duration between the customer placing an order and the seller handing over the order to the delivery service.

Generally, orders are shipped within 1-4 working days of order confirmation/payment. Please add 2 additional business days to your shipping time for customized products.

Orders placed on weekends may experience delays. Our warehouse operates during standard business hours from Monday to Friday, excluding holidays. In such cases, we take measures to ensure that shipping delays are kept to a minimum

2. Delivery Time

The goods will usually arrive within 1-10 business days after shipment. For detailed shipping time estimates, please refer to our Shipping Information Page.

Please note that public holidays can cause shipping delays. Orders from December 12th to December 24th will be partially delayed, please place orders in advance to make sure you receive your packages before the holidays.

Due to COVID-19 or other international shipping reasons, delays may occur. If your order is delayed, please contact us via email at susan@susansilk.com, and we will promptly check the situation with the shipping company. We appreciate your understanding and support.

Note: If you have further questions or want to double-check your order status, please contact us at:  susan@susansilk.com.

On occasion, additional customs or import duties cannot be avoided. If there are any duties or fees due to customs inspections or any other fees you were charged, please keep the receipt of the payment and contact us at:  susan@susansilk.com.

If the logistics information indicates that your package has been delivered but you have not received it yet, please reach out to us within two months from the date of delivery. Our team will assist you in searching for the package. However, we will not be able to handle the parcels if you report the issue after two months.

In case the logistics of your parcel have not been updated for more than 10 days and you have not received it, please contact us immediately so that we can investigate the situation and take appropriate action.

Please note that the solution would depend upon the situation, and our customer service team will work with you to resolve the issue.

If you have further questions, please contact our customer service team via susan@susansilk.com.

1. You must make a return or exchange request within 30 days of receiving the package (the date of receipt is based on the delivery date shown in the logistics).

2. Products must be returned unworn, unwashed, in their original condition and with all tags attached.

3. The following items cannot be returned, refunded or exchanged:

(1) Items On Clearance

(2) Lingerie

(3) Face Masks

(4) Customized Items

(5) Gift Wrap Boxes/Gift Bags

(6) Gift Cards/Free Gifts

(7) Items damage/loss caused by the customer

4. We do not accept packages that are returned directly without contacting us in advance.

5. Please send your package within 30 days of receiving the return address. In case of special circumstances, please contact in advance to inform us. Otherwise, your return will not be accepted.

6. Packages without a return tracking number will not be processed for a refund or exchange.

Return Process
1. Please contact us with the reason for your return. If you receive an incorrect, damaged, or faulty item, please include a clear photo of the item with your letter so that we can verify the issue.

2. We will provide you with the appropriate return address as soon as we receive your request.

3. Please provide us with the return tracking number once you send the package out.

4. Refunds are issued to your original form of payment 1-3 working days after your return is received at our warehouse. If you paid via PayPal, the refund will be credited to the original payment method within 1-3 business days. If you paid via Stripe or WorldPay, the refund will be credited to the original payment method within 7-15 business days.

Please Note: If the reason for the return is due to our mistake, such as an incorrect product or product quality issue, we will provide you with a full refund. However, if the return is due to the customer's mistake, such as not liking or wanting the item, or ordering the wrong product or size, the customer will be responsible for the shipping fee. We do not charge any restocking fee for returned products.

Exchange Process
1. We support 30 days unconditional exchange, which means the shipping cost of the exchange is covered by us.

2. Please let us know your exchange request via email and get a return address.

3. We will arrange a replacement for you 1-4 working days after your return is received at our warehouse.

Please note:

1. We only support one free exchange. For the second exchange request, you will be responsible for return shipping costs.

2. If you paid via PayPal, refunds will arrive within 1-3 business days. If you paid via Stripe or WorldPay, refunds will arrive in 7-15 business days.

3. The final interpretation of the terms and conditions belongs to SUSANSILK team.

Shipping costs for returns are the responsibility of the customer.
If you receive an incorrect, damaged or faulty item, please email us within 30 days with a clear photo of the item so we can verify the problem. Once the problem has been confirmed, we will refund your postage costs. Please follow the instructions provided by our customer service team.

Refunds are issued to your original form of payment 1-3 working days after your return is received at our warehouse. If you paid via PayPal, the refund will be credited to the original payment method within 1-3 business days. If you paid via Stripe or WorldPay, the refund will be credited to the original payment method within 7-15 business days.