Luxury Silk Life Order

Why have I not received my order?

Generally, we need 24hours to process an order and another 7-15 working days to deliver the order. For express shipping, the shipping time is 3-5 working days. Please note that this does not include holidays and weekends.

A confirmation email will be sent to you once the order is authorized and verified. We begin preparing your order immediately after it is verified. The second confirmation email including the tracking number will be sent to you after the order is shipped out.

If there is no tracking number updated or the tracking information does not update for about 5 days, please feel free to contact our email support@luxurysilklife.com.

What should I do if I did not receive a confirmation email?

Our confirmation letter is sent out automatically by our ordering system. Contact us immediately if you have not received a confirmation email within 12 hours of placing your order and yet have the payment charged from your credit card/Paypal account. We will confirm your order on our site and send you another confirmation email with your order number and order details.

There are a few possible reasons that could cause this to happen:

You have entered an incorrect or not frequently used email address when registering on our website. Since our confirmation emails are sent to the email address you registered with us, the letter will be lost.

You used the express checkout feature which uses the email address associated with your Paypal account. This email address may not be the one you currently use and it is recommended that you check both for our confirmation email.

Some email systems have filters that classify our email as junk mail so they cannot get to your inbox. It is recommended that you look into your junk mail folder before contacting us, as there is a big chance it was simply blocked by your email system.

How long will it take my order to arrive?

Generally, we need 24hours to process an order and another 7-15 working days to deliver the order. For express shipping, the shipping time is 3-5 working days. Please note that this does not include holidays and weekends. You may also track your order with a tracking number after your order has been shipped out.

How long does it take for my order to ship?

Generally, we need 24hours to process an order and another 7-15 working days to deliver the order. For express shipping, the shipping time is 3-5 working days. Please note that this does not include holidays and weekends.

How do I track my orders?

After the order ships out, you will receive a shipment email with the tracking number provided. If you fail to receive the email or you get the wrong tracking number, please contact us via email. support@luxurysilklife.com

How do I change/modify my order?

If your order hasn't been placed, you can change it in your shopping cart. Once it has been placed, please contact us for help via email. support@luxurysilklife.com We will get back to you within 24 business hours generally.

Luxury Silk Life Return

What if I received a defective/wrong/stained item?

If you have received a defective or stained item or an item you did not order, please contact our customer service for help. support@luxurysilklife.com We will get back to you within 24 business hours generally.

Please make sure not to return anything before sending the message so we can process the return for you and provide you with the necessary information for the return.

When sending the message, please enclose the order number, the name of the item, a description of the issue, and a few clear photos to show us the exact problem.

We will get back to you as soon as we can.

What is the status of my return or exchange?

Most returns can be processed within 3 business days after we receive your package.

If you return for a refund, it will be issued to your original payment method within 3 to 5 business days of receipt of your item(s) or in the form of online credit. Refunds cannot be returned to alternate cards or different forms of payment. Please note that payment processing is beyond our control and it may take up to 7-10 additional business days for the funds to be credited to your account used during checkout.

If you return for exchange, the replacement order will be dispatched within one week.

Note: Please make sure to keep the tracking number or return receipt for checking.

We apologize genuinely for the inconvenience caused and thanks for your kind understanding.

What is your return policy?

We understand that not every purchase works out, which is why we offer a 30-day return policy to guarantee 100% satisfaction. We've made the return process super easy.

We accept returns postmarked within 30 days of the original purchase date. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

The following items cannot be returned, refunded, or exchanged: ①Items on clearance,②Silk Underwear,③Customized Items,④Monogrammed Items.

Items must be returned unworn, unwashed, undamaged with all original tags attached. We do not accept a returned item that’s worn, damaged, washed, or altered in any way.

We do not accept returned items that were sent back by you directly without checking with us first. Note: Please make sure that you will return the package to our agreed return address. Or it will affect the processing of your return.

Will I get full refund for my return?

We will offer a full refund on all items you returned (exclude unreturnable items).

Coupon codes and Luxurysilklife points will not be refunded as monetary value.

Please contact support@luxurysilklife.com if you have any questions or hesitation.

> Return & Exchange Policy <

We’re bummed if you're not 100% satisfied with the items you received, and we gladly accept returns within 30 days of receipt for most items in new condition.

1 Please contact us to mail support@luxurysilklife.com, indicating the item(s) you would like to return or exchange and the reason. We will get back to you within 24 hours. Your patience will be highly appreciated.

2 After receiving return instructions from us, please package up the item(s) to be returned without the package box.

3 Drop off your package at the local post office. Send us the return tracking number.

4 Once we receive your package, we will promptly process an exchange or issue a refund to your account in accordance with our return conditions.

> Return Conditions <

1 You have 30 days to decide if an item is right for you, if not, you can certainly come to us within 30 days of receipt.

2 Items returned must be in their unused condition. We do not accept a returned item that’s worn, damaged, washed, or altered in any way.

3 We do not accept returned items that were sent back by you directly without checking with us first.

4 We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.

5 For a refund, it will be returned to your account within 3-5 working days. For exchange, new items will be reshipped to you within one week.

6 Customers will only be charged once at most for shipping costs (this includes returns); No-restocking fee to be charged to the consumers for the return of a product.

Note: The original shipping fee and insurance are non-refundable.

> Return Address <

If you wish to return the items to the nearest return address, please submit a ticket in your account, our customer service representative will get back to you within 24 hours.

Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.

Please contact us to mail support@luxurysilklife.com to get the returned address.

Which items couldn't be returned or refunded?

We are sure you will be delighted with our items, but if not, please contact us via email at support@luxurysilklife.com. We will get back to you within 24 business hours generally.

We gladly accept returns within 30 days of receipt for most items in good condition. For the ones that couldn't be returned, please check below.

Items on clearance

Silk Underwear

Customized & Monogrammed Items

Washed or Used Items

Items over our 30-days return time

How long does it take for my refund to be processed?

Once we receive the returned items, it will take up to 3-5 business days for us to process the refund. The refund should reflect your account depending on the method of payment. If you would like us to refund the amount to your credit/debit card, that depends on your financial institution which ranges from 3-15 business days. If you would like us to refund the amount to your Paypal account that will take 48 hours.

If you couldn't receive the money in time, please feel free to contact us via email. support@luxurysilklife.com

Luxury Silk Life Delivery

Do you ship internationally?

Yes, Luxurysilklife Ships to most countries and regions worldwide and will provide you with the tracking information after your order ships out.

Please kindly noted that P.O. Boxes and military addresses (APO, FPO) cannot be delivered.

Any Questions, please feel free to contact our Email support@luxurysilklife.com.

What should I do if the package is damaged in transit?

No matter if the package is broken, please sign for it and contact us. Here is our email address. support@luxurysilklife.com Our customer service representative will get back to you within 24 hours.

Why is the tracking number not working?

When we ship our packages to you, there might be no immediate updates from the shipping company due to the fact that your package is in transit. Once it has reached the next sort facility, it will update. It may take a couple of days to see any activity once the order is shipped out from our company.

If there is still no logistics update after a few days, please email us at support@luxurysilklife.com.

How to change my shipping address?

The first thing to do is sending us an email stating you need to change your shipping address.

Generally, we can only update your shipping address before shipment.

To ensure that your package can be properly delivered, please ensure that your address is complete and correct with all information including apartment/suite/room numbers.

We are unable to cancel an order after shipment. Please keep an eye on your order status to make sure you can receive your order.

Why was my package returned?

1. The address is not specific enough and the parcel cannot be delivered. We contact you for further information many times but do not receive your reply.

2. When the parcel arrives, you are not at the shipping address. We contact you to collect your parcel many times but do not receive your reply.

How come my package shows delivered but I have not received my package?

We suggest you look around for your parcel first. For example, you can ask your neighbors if they see your parcel or check the condition with the entrance guard. Also, you should contact the local express company for further information. If you still haven't found your parcel, please contact us. We will try our best to help you solve the issue. support@luxurysilklife.com

Luxury Silk Life Payment

Why can't I check out?

We suggest you change a device or browser and try again. Sometimes certain aspects of checkout won't display or function properly.

And you are suggested to try and check out using PayPal express check out to see if that helps.

If you're still having trouble, you can give us the item’s name, quantity, color, and size you need, and we will send you a payment link for you to pay. Here is our email address. support@luxurysilklife.com

What methods of payment do you accept?

The available credit card options are listed above. You can also use Paypal. The credit card companies listed above are the most commonly used credit cards on this website. Do not worry if your credit card company is not listed, we encourage you to go ahead and make the purchase. Please note that Real Silk Life does not collect your credit/debit card number or personal information when you make payment. For questions regarding your transactions on our site, please consult your card-issuing bank for information.

Why was my payment declined?

Luxurysilklife accepts Visa, MasterCard, Discover, etc.

If you have trouble paying via credit card: Please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or your card is not suspended by the bank for a review. In the case that your payment is still refused, we suggest you try a different card or pay us via PayPal.

If the above instructions fail, please contact your bank or email us with as much detail as you could provide along with the error messages, so that we may assist you. support@luxurysilklife.com

When will I be charged?

The money will be taken immediately once it is authorized. An email will be sent to you to confirm your order. But if your card is not authorized or is under the status of pre-authorization, payment will not be taken. You may contact your bank or card issuer to authorize the payment. Please note that even if a payment isn't authorized, the transactions with Luxurysilklife will still continue. This occurs because some card issuers still hold the funds for a short period of time.

Why isn't my promo code applying?

1. Please be sure that the code has not expired.

2. Some code only can be used for some selected items.

3. Please kindly note that some promo coupon codes only apply to full-priced items, they will not apply to an item that is on sale.

Why am I being asked to authorize my order?

Detailed personal information may be required to authorize your order. If you have been asked to authorize your order it has been randomly selected and placed on hold by our fraud prevention team for further verification. It is our responsibility to protect our shoppers from any unwanted billings. If the order has not been authorized after one week, we are forced to believe it is fraudulent and the order will be subject to cancellation without further notice.

Luxury Silk Life Payment Security & Privacy

Is it safe to order from you?

We recommend using PayPal payments, which are safer payments worldwide.

We also utilize a secure socket layer (SSL) technology where any personal information obtained through Luxuryilklife.com is private and maintained in a secure and protected environment, and will never be released to any unaffiliated third parties.

Will Luxurysilklife save my personal information?

We respect your privacy and keep your personal information confidential.

When you visit our site, the information collected is stored by your browsers, such as your name, phone number, postal code, and address. Cookies can be used to recognize your IP address and provide faster access to our site. You can restrict the use of cookies by changing the settings in your browser.

Note that this will limit your access to our site.

Personal information we collect

When you visit the site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the site and information about how you interact with the site. We refer to this automatically-collected information as “Device Information”.

We collect device information using the following technologies:

- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.

- “Log files” track actions occurring on the site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.

- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the site.

Additionally, when you make a purchase or attempt to make a purchase through the site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number. We refer to this information as “Order Information”.

When we talk about “Personal Information” in this privacy policy, we are talking both about device information and order information.

How do we use your personal information?

We use the order information that we collect generally to fulfill any orders placed through the site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this order information to:

- Communicate with you

- Screen our orders for potential risk or fraud

- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the device information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our site (for example, by generating analytics about how our customers browse and interact with the site, and to assess the success of our marketing and advertising campaigns).