Customer Service
United States | USD $
Welcome to the Terms and Conditions page that governs the LILYSILK Silk Club, also known as the "Program". By participating in the Program, you agree to these Terms. The Program is a customer-loyalty program offered by LILYSILK, allowing eligible individuals to earn points and unlock various tiers of benefits and rewards, as detailed in these Terms.
LILYSILK may collect personal information from Members to facilitate Silk Club Rewards. Any personal information collected will be handled in accordance with LILYSILK's respective Privacy Policies which contains information about how Members may seek access or correct their personal information held by LILYSILK or complain about a breach of their privacy, and how LILYSILK will deal with that complaint. By joining LILYSILK Silk Club, an individual consents to LILYSILK contacting them to provide them with consumer or marketing information or notify them of Rewards or other products and special offers, for an indefinite period, unless otherwise advised by the Member (or former Member, as the case may be).
Base Terms
  • Membership Enrollment
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    Any eligible individual may enroll in the Program by providing the required information on the Program site.
    The account is associated with the specific website the member signed up on. For instance, a member who signed up on the LILYSILK US website does not have an account on the LILYSILK Canada website. Membership previledges, benefits and points may not be tranferred by any means from one account to another, and could only be used on the LILYSILK website where the account exist.
  • Eligibility
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    Individuals who join Silk Club Rewards agree to be bound by the Terms and Conditions. To be eligible for the Program, individuals must be at least 18 years old with an unique email address and of legal age in their place of residence. Participation in the Program is prohibited in jurisdictions where it may violate any legal requirements, and you agree not to take part in the Program in such jurisdictions. It is your responsibility to comply with applicable laws. If participating in the Program would lead to a violation of any laws, rules, regulations, orders, employer policies, or agreements you are bound by, then you are not eligible to participate.
    By participating in the Program, you consent to providing LILYSILK with requested documentation or evidence of your eligibility and/or identity within the specified timeframe. Failure to do so might result in the cancellation of your account and points.
  • Termination of Accounts
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    If a member wishes to terminate his/her account, he/she may do so by contacting the customer service team.
    LILYSILK may immediately, without notice, limit or terminate your membership if you: (i) violate the Terms or any other applicable terms or appear to be utilizing the Program in a manner inconsistent with these Terms or the intent of the Program; (ii) found to be acting in an abusive or fraudulent manner or engaging in any conduct that artificially, improperly, or deceptively impacts the accumulation, use, or loss of points, awards, or membership benefits; (iii) make any misrepresentation in connection with the Program; (iv) impair the normal functioning of the Program Site or the Program; (v) act in a manner detrimental to LILYSILK; (vi) act in any manner inconsistent with local, state, provincial, national, or federal laws, regulations, orders, or other rules.
  • Modification of Terms/Program
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    LILYSILK retains the right to periodically adjust the Program and its associated terms and conditions, with reasonable notice provided to Members as outlined in this section. The most up-to-date information can be found on the VIP Membership page, or communicated via email or mail to the address linked to your account. The revised Terms and Conditions/Program will become effective upon posting, or as specified by LILYSILK at a later date or through an alternative method. Unless stated otherwise, these updated Terms will apply to your participation in the Program starting from their effective date.
    LILYSILK also reserves the right to, at times, make changes such as adjusting earning capabilities, withdrawing, limiting, modifying, or canceling any award or benefit, altering partner awards or programs, increasing or modifying point or other requirements for earning an award or benefit, regulating the transferability of points, awards, or benefits, modifying membership tiers or the associated benefits, introducing blackout dates, or restricting the number of rooms available for award redemption at any or all destinations.
  • Limitation of Liability
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    This program is made available to you on an as-is, as-available basis, without representations or warranties of any kind, express or implied.
    Without limiting the foregoing, LILYSILK do not represent or warrant that the information related to the program is accurate, complete, reliable, useful, timely, or current, or that the program will operate without interruption or error. Despite our commercially reasonable efforts, the program site and other program materials may contain typographical or other errors or inaccuracies, including, without limitation, regarding the amount or value of a particular award, the number of points required to redeem a particular award, the number of points to be awarded for a particular action, or the classification of any property for award purposes. LILYSILK reserves the right to void or refuse to process any program award, purported point-earning event, or other transaction arising out of such an error, typo, or misprint.
    In no event will LILYSILK be liable to you for any indirect, incidental, special, or consequential damages arising out of or in any way connected with the program.
    This entire section will survive the termination of this program and your membership in it.
  • General Terms
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    • Force Majeure
      LILYSILK shall not be held responsible or liable for any failure to supply or fulfill awards, benefits, or points in this Program if the Program or its operations are affected by circumstances beyond its control. These circumstances include acts of god, actions or requests by governmental or quasi-governmental entities, equipment failure, terrorist acts, weather conditions, natural phenomena, declared or undeclared wars, fire, embargoes, labor disputes or strikes, shortages of labor or materials, transportation interruptions, civil disturbances, insurrections, riots, pandemics/epidemics (or similar public-health threats or emergencies), or any laws, rules, regulations, orders, or actions imposed by government authorities at any level. This list is not exhaustive and encompasses any other cause not specifically mentioned above.
    • Law Enforcement
      You agree that nothing contained in these Terms is in derogation of LILYSILK’s right to comply with law enforcement or governmental requests or requirements relating to your participation in the Program or information provided to or gathered by LILYSILK with respect to such participation.
    • Admissibility in Future Proceedings
      A printed version of these Terms and of any notice given by LILYSILK in electronic form will be admissible in judicial, arbitrative, or administrative proceedings based upon or relating to these Terms or your participation in the Program to the same extent and subject to the same conditions as other business documents and records originally generated and maintained by LILYSILK in printed form.
    • English-Language Version Controls
      In the event there is a discrepancy or inconsistency between the English language version and another version of these Terms in a different language, the English version will prevail, govern and control.
How the Program Works
  • Membership Tiers
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    The program has five tiers: SEED, SPROUT, BULBIL, PETAL and LILY. Each tier is reached when the member accumulates a certain amount of base points.
    Tier Reset/Recalculation: Member's tier status is updated every year on January 1st based on the recalculated amount of remaining Base Points in the account. During any other time besides January 1st or when the annual recalculation takes place, you will not be downgraded except for refund. For the exact calculation methodology, please refer to the "Base Points Expiration" in the Points section.
    All members enjoy a variety of benefits made available by LILYSILK in its sole discretion from time to time. Benefits may vary by tier and some tiers may have more Benefits than others. The type, timing and availability of any benefits, special offers, exclusive events will be determined by LILYSILK in its sole discretion. For details, please refer to Tiers and Benefits.
  • Points
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    To earn points, one must be an eligible member of the LILYSILK Silk Club earning points through means outlined in the Terms. All points earned will be credited to the member's account from the LILYSILK website the member signed up on.
    Base points - Earned through eligible purchases from the LILYSILK official website and is used for the purpose of calculating the member's level. Points are associated with the specific website the member purchases from. Members must be signed in when making the purchase in order to receive the points.
    Points Expiration - For both Base Points and Bonus Points, when the tier recalculation takes place, usually on January 1st of each year, you will retain all your points from last year, and half of all remaining Base Points. The remaining Base Points will determine your tier for the new year.
    For example, suppose you earned 400 Base Points in 2022 and 500 Base Points in 2023. With the tier recalculation on January 1, 2024, your Base Points will be 700(500+400/2), and the half points(200 points) that you earned before 2023 will expire. The tier corresponding to 700 Base Points is BULBIL.
    Bonus points - Except where expressly specified otherwise, all other points earned by a member will be considered Bonus Points. Bonus Points may be redeemed for Program awards, but are not counted for the purposes of calculating a Member’s progress towards member status.
    • How to earn points
      When a member place an order while signed in, two points will be given out for every dollar's worth of local currency (currency at checkout), one for the base point and one for the bonus points. The only way to earn base points is through placing order while signed in, but bonus points can be earned through ways outlined in the Term. Points will be distributed to the member's account after successfully placing the order. In the case that the member forgot to sign in while placing order or any other circumstances where corresponding points were not credited properly to the member's account, the member may contact LILYSILK's customer service team for correction.
    • Revocation of Points
      If a customer returns an item, the corresponding points associated with the specific item that was given to the customer will be revoked accordingly. If a customer's base points balance drop below current membership level's minimum requirements as a result, the member's level will be recalculated. LILYSILK has the right to revoke points given out as a result of error.
  • Benefits
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    • Level-up Rewards
      Level-up Reward is a tier-specific randomly generated one-time coupon code given to members when the member levels up.
      When a member levels up, a confirmation email will be sent to the member's registered email address within the next 24 hours with the above-mentioned coupon code.
      If you have not received your confirmation email within 48 hours, please contact customer service at The Level-up Reward coupon will expire 90 days from the date of the email. Only one Level-up Reward coupon can be used per transaction.
      If you voluntarily choose to cancel or return your order but have already used the level-up reward, the amount you actually paid will be refunded.
      A Level-up Reward is not transferable and may not be sold, transferred or assigned to anyone else. Attempts to transfer the Level-up Reward may invalidate the Reward. Level-up Reward is subject to change, alteration, or termination by LILYSILK in its sole discretion at any time.
    • Member Rates & Offers
      Member rates are a fixed-rate tier-specific discount applied automatically to all eligible orders on the original order price before any other discounts. For details, please refer to Tiers and Benefits.
      For return and refunds, member rate discounts will be excluded from the price refunded.
      Member Rate is not cash, has no cash value without a purchase and may not be altered, sold, bartered or transferred.The Member Rate is applied first above all other promotional discounts have been applied. Member Rate is subject to change, alteration, or termination by LILYSILK in its sole discretion at any time.
    • Birthday Month Discount
      All LILYSILK members are eligible to enjoy tier-exclusive Birthday Month Discount each year during the month of their birthday. The member's birthday information must be completed for the Birthday Month Discount to take affect. Once completed, the member may not change their birthday. If the member filled out the date wrong by mistake or for any other reason that the birthday must be changed, please contact customer service at
      The Birthday benefit is subject to change, alteration, or termination by LILYSILK at its sole discretion at any time.
      Birthday Month Discount is for your personal use only. Any attempt to illegally change your birthday is a violation of the Terms and your Membership may be subject to revocation by LILYSILK.
    • Point Multiplier Events
      The Point Multiplier Event (the Event) is a limited-time tier-specific activity when the points earned are multiplied. The exact multiple and type of point the Event (i.e. base, bonus) applies to differs across member levels and may differ across events.
      Multiple points events are held from time to time. Please subscribe to LILYSILK to receive event information in a timely manner.
      During the multiple points event, all points earned will be automatically credited to your account within 24 hours after purchase.
      Points have no cash value and may not be bartered, sold, or transferred. No minimum purchase required.
      The Point Multipiler Event is subject to change, alteration, or termination by LILYSILK at its sole discretion at any time.
    • Loyalty-Anniversary Gift
      All PETAL & LILY members are eligible to receive one Loyalty Gift per year in August or at the time when the LILYSILK Anniversary Event takes place. During the time period when the LILYSILK Anniversary Event takes place, the Anniversary gift will be automatically added to the shopping cart and sent when the member places an order.
      To view the different Gift options for your Silk Club status, please pay attention to the anniversary celebration event page. The type and number of Anniversary Gift options vary by location and may vary by membership tier.
      Please contact customer service at for support in choosing your Loyal Gift. Substitutions may occur. Valid while supplies last. The Gift benefit is subject to change, alteration, or termination by LILYSILK at its sole discretion at any time.
    • Free Standard Shipping Benefit
      PETAL and LILY members are automatically granted free standard shipping on all qualifying online purchases on the site where the corresponding account exists as long as the purchase is made while the member is signed-in.
      The benefit has no cash value. Benefit is non-transferable. Benefit subject to change, alteration, or termination by LILYSILK in its sole discretion at any time.
    • Free Monogramming & Customization
      Unique monogram service is free of charge for LILY members. The exact rules and limitations are outlined on the Monogramming service page. It may take around 4 additional business days to ship your order when you have requested monogram service. Monogrammed products can not be exchanged or returned once sold.
      Handmade tailoring (i.e. customization) service is free of charge for all LILY members. The exact rules and limitations are outlined on the Customization page.
      Free Monogramming & Customization is subject to change, alteration, or termination by LILYSILK in its sole discretion at any time.
    • Easy Return & Exchange
      The Easy Return & Exchange time for members differences across tiers. SEED and SPROUT enjoys 45days Easy Return & Exchange, while BULBIL, PETAL and LILY enjoys 60 days. For more details, please refer to our return policy.