FAQs

Account

How do I create an account?

Find the account icon at the top of our website, click on "Login/Register" and then select the "Register" option. Follow the instructions that follow.

What are the benefits of having an account?

Having an account will provide you with a better shopping experience and you can enjoy the following benefits:

- Receive updates about our offers and promotions;

- Faster checkout;

- Always have access to your order history;

- Save your favorite items in your wish list.

I forgot my password. What should I do?

If you forgot your password, go to the "Login/Register" page, click "Login" and then click "Forgot your password?". Enter the email address associated with your account and follow the instructions in the email you receive.

How do I update my information?

Log in to your account using the email address you registered with and click on "Profile". You can edit the following areas:

- Personal information in the "My Information" section;

- Shipping address in the "Address Book" section;

- Credit card information in the "My Cards" section.

My Orders

When will my order be shipped?

Our orders are usually processed and shipped within 1-3 business days, but there may be delays during holidays.

How do I change or cancel my order?

To change or cancel an order, please email hello@silkyhaze.com . Please include your name, address, order number, and the item you want to cancel. We will do our best to process your request before the order is shipped. If the order has been shipped, you can still return the item after you receive it. We will refund the corresponding amount to your account after we receive the return and confirm that the item is intact.

How do I ship items to multiple addresses?

To ship items to multiple addresses, you must place multiple orders. Before placing an order, please double-check that the shipping address and billing address are correct.

When do I need to pay for my order?

All orders must be paid at the time of placing the order. We will only process and arrange shipment after the payment is successful.

Payment

What payment methods are supported?

We currently accept the following payment methods:

• Visa
• MasterCard

We are constantly enriching payment options to provide you with a more convenient shopping experience. Stay tuned for more support!

Is my payment secure?

Your payment security is our top priority. We use industry-standard encryption protocols to protect your financial information during transactions. Our selected payment partners strictly adhere to PCI DSS compliance standards to manage your bank card data. In addition, our website uses a high-reliability SSL certificate to enhance the protection of your sensitive information. You can rest assured that your payment information will be protected at the highest level.

Shipping and Returns

Where do you ship to?

We currently support global shipping. Some remote areas may not be delivered or require additional shipping costs. Please check the available shipping options during checkout.

How much is the shipping cost?

1. Standard Shipping (7-14 business days)

• Orders over $85: Free shipping
• Orders under $85: Shipping fee is $6.99

2. Fast Shipping (3-5 business days)

• Please contact our customer service team for shipping costs and other more information.

We will process your order as soon as possible and arrange the shipment for you as soon as possible to ensure that you receive the products you need as soon as possible.

When can I get my order shipped after placing it?

The order processing time is generally 1-3 business days (excluding weekends and holidays). Please understand that the delivery time may be delayed due to uncontrollable factors such as customs clearance and weather.

How do I track my order?

After your order is shipped, we will send you a confirmation email with the logistics tracking number.

You can use this tracking number to check the shipping status and estimated delivery time of the package in real time on the logistics company's official website.

If you have any questions, please feel free to contact our customer service team for help!

Do you accept returns and exchanges?

Yes, we provide a worry-free return and exchange service within 30 days. Please make sure that the product is unworn, unwashed, and in its original packaging.

How do I return my order?

Please contact us at hello@silkyhaze.com and provide relevant information (such as order number, purchase date, product name, etc.). The customer service team will conduct a return review based on the information you provide. After the review is passed, we will provide you with a return address and related instructions.