1. Do I have to pay anything for the shipping, such as duty?
No, what you pay when you checkout is all that you have to pay. We take care of any additional charges such as duty, VATs and delivery fees.
2. Is there any restrictions on where you can ship your products?
Currently, free shipping is limited to the US, the UK, Canada, Australia, Japan and selected European countries. Shipments to other countries will be subjected to delivery charges, and neither delivery time nor order integrity can be guaranteed.
Also, we do not ship to P.O.Boxes and military addresses such as APO and FPO, as our silk products are fairly expensive and we require your signature as confirmation that the shipments have been properly delivered and received.
3. I placed my order today, when can I expect to receive it?
Once your payment is confirmed, we will begin production right away. Production usually finishes in 24 hours. Once your order is ready for dispatch, we use Fedex/UPS for US/CA shipping and TNT/Fedex for UK/AUS shipping. The shipping process itself can take anywhere from 2-4 business days for North America, Europe and Australia.
4. It's been X days since I placed my order, why is it still not here?
If your order is delayed, it could be due to one of the following reasons:
- Your order is large ($1000+) or require extensive customization.
- You placed your order during the shopping/Holiday season (early November to late December) when we have a higher-than-normal volume of orders.
- You placed your order during one of the longer Chinese statutory holidays (Chinese New Year / National Day) when our factories do not work.
- Your local delivery courier is facing issues such as bad weather.
Please contact us at firstname.lastname@example.org to find out exactly why your order is delayed.
5. What is your "45-day no hassle return policy" and how does it work?
Lilysilk's 45-day no hassle return policy states that if you are not satisfied with our products in any way, as long as the product is unused or unwashed and you return it to us in its original package within 45 days of the original order placement, we will either offer you a full refund (for bedding products) or exchange (for sleepwear), no questions asked*.
Please note that we do not accept strictly return-and-refund requests for sleepwear items due to the products' private nature.
*Certain products are not eligible for this policy, including, but not limited to: Silk Washing Detergent Tenestar, silk cocoons, silk underwear, clearance items, monogrammed items and customized products.
6. Is there a time limit on when I can return my product?
All returns must be done within 45 days of the original order placement. We will be unable to process any return requests filed past 45 days of the original order placement.
7. Will I need to pay the return postage?
In the case that you are returning/exchanging due to a manufacturer's defect, or if you did not receive correct items you ordered, simply send an email immediately to email@example.com and we will make arrangements for your parcel to be returned for free. Please feel assured that we will pay the return postage once confirmed the return or exchange caused by our fault. For other reasons, you are responsible for the return postage. Plus, delivery fee for the replacement order is free for you.
8. I wish to return/exchange my product, where should I send it to?
Customers who live in the US can request an RMA (Return Merchandise Authorization) number by emailing us at firstname.lastname@example.org.(Please note that, it is very important for you to leave the RMA number on the return form so that we can process your order as soon as we can. If you do not have the return form, please leave the RMA number on any paper or form within your reach, otherwise, we will not be responsible for any delay in handling your order . ) Returns can be sent to the following address:
Lilysilk Bedding Inc.
556 N. DIAMOND BAR BLVD. STE207,DIAMOND BAR,
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