FAQs

For USA and UK customers, customs duties are generally covered by us.

If you are asked to pay customs duties upon delivery, please email our support team before refusing the package. We will assist you directly and either arrange payment where possible, or refund the customs duties after you have paid them.

To request a customs duty refund, please email us with your order number and a copy of the payment receipt.

We understand the importance of seeing the fabric and fit in detail before making a purchase, especially for special occasions.

The Seren Green Floral Maxi Dress is designed in a soft, lightweight fabric with a fluid drape and a romantic floral print. The strapless silhouette is fitted through the bust and waist, then falls into an elongated maxi shape with a front slit that creates movement as you walk.

We provide product images and videos wherever possible to show how the dress sits on the body, how the fabric moves, and how the print appears in natural light.

If you need any help with sizing or fit, please feel free to share your bust, waist and hip measurements with our team.

Currently, we do not have a physical location or pop-up to try on dresses in person. However, hosting pop-ups is something we are exploring, with some locations already under consideration. In the meantime, we offer virtual assistance that includes custom inquiries, fabric videos, and styling support to help make your purchase decision easier.

Yes, you can request a size change after placing your order. If you have specific measurements that would help in determining the best fit, please share those with us for a more tailored recommendation. We will forward your request to our atelier who will handle the size alteration based on availability and your specifications.

We recommend using our sizing guide in conjunction with your own measurements for the best fit. If unsure, you can share your measurements with us, such as bust, waist, hips, height, and weight, and we will assist in recommending the most suitable size.

It's important to consider how you prefer your clothes to fit. For example, some designs are meant to be worn loose, and you should factor this into your decision. If you need further clarification, feel free to reach out with details, and our customer service team will be happy to assist.

Thank you for subscribing to our newsletter! Upon signing up, you should receive a discount code for your first order. If you have not received it, you can use the code DiscountCode at checkout to apply your discount immediately.

If you have already placed your order without the code, please contact us for assistance in adjusting your order.

If you are looking for a specific product in a particular size, please be assured that we are checking availability with our team. We make every effort to confirm and update the availability of different sizes. Thank you for your patience as we work to provide the best possible assistance.

All orders to the USA are shipped with DHL Express. For other international destinations, orders are shipped with DHL Express, FedEx, or trusted local courier partners depending on the destination and service availability.

Our shipping services are already express services, and once your order leaves our atelier, delivery typically takes around 1 to 2 business days for the USA and most major international destinations.

If you need your order by a specific date, please contact our support team at [email protected] before placing your order and we will do our best to assist with priority processing.

If no one was home at the time of delivery, the carrier will leave the package in a safe location.

Be sure to check around your home and with neighbors/building management who may have collected the package for you.

Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.

On some occasions, packages may be marked as delivered but take additional time to arrive.

If you still are unable to locate the package, please reach out to the carrier.

If you need additional assistance, please email our team at [email protected]

We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email for further assistance at [email protected]

Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.

We offer complimentary express shipping worldwide.

All orders to the USA are shipped with DHL Express. For other international destinations, orders are shipped with DHL Express, FedEx, or trusted local courier partners depending on the destination and service availability.

Once your order leaves our atelier, delivery typically takes around 1 to 2 business days for the USA and most major international destinations.

Delivery times vary depending on the item and destination country.

Once your order has been dispatched from our atelier, delivery typically takes around 1 to 2 business days for the USA and most major international destinations via DHL Express or FedEx.

Please note that some pieces are made-to-order and may require additional production time before shipment. Estimated processing and shipping timelines are provided on each product page.

Once your order ships, you will receive a confirmation email with tracking details.

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.

Click on the tracking number link or enter the tracking number into our tracking page.

Tracking information may not be immediately available after your order is placed. It can take up to 24 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

Lost packages

At The Silk Road, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at [email protected] with your order number and any relevant details.

Damaged packages

We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team at [email protected] within 12 hours of receiving the order and include photos of the damaged items or package.

We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.

Orders can be canceled within 24 hours.

Please email our team at [email protected] with your cancellation request as soon as possible.

You will receive confirmation of your cancellation if we’re able to make it happen.

After this period, we may not be able to cancel your order as it might already be in processing or shipment.

If you have already received an order confirmation email, it may be impossible to cancel your order. However, you can always request a return or exchange if it complies with brand policies  or a non - customised order, once the order arrives.

Once an order is placed, we are unable to make changes to the order. However, if you need to update your shipping address or contact information, please contact our customer service team immediately after placing your order. If you wish to add another item in the order, you will need to place another order.

You will have the option to cancel your order within your confirmation email. You may also contact our customer service team at [email protected]. Please include your order number and the reason for cancellation in your message.

Orders can only be canceled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.

We’re sorry your item(s) have damage!

Please email our team with an image of your damaged item for further assistance. You will need to go through order return portal for the process to be started. 

You can redirect to the returns page here or contact us at [email protected]

To apply a promo or discount code:

• Proceed to checkout and enter your code in the ['Discount Code'] field.

• Click ['Apply'] to see your new total before finalizing your order.

• Only one code can be used per order.

If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.

Returns & Exchanges

We hope you love your purchase. If you would like to request a return or exchange, please review the conditions below.

Return Window

For eligible orders outside the European Union, returns and exchanges must be requested within 7 days of delivery.

For customers based in the European Union, statutory withdrawal rights apply in accordance with EU consumer protection laws.

Eligibility

Items must be returned unworn, unused, unwashed and in their original condition, with all tags and original packaging intact.

Returns and exchanges are accepted only for eligible non-customised items.

Made-to-order, made-to-measure, customised and clearly personalised pieces are not eligible for return or exchange, unless received damaged or incorrect. Where applicable, this will be stated on the product page.

Swimwear, beauty and personal care products are final sale and cannot be returned or exchanged.

Damaged or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact our customer service team within 48 hours of delivery with your order number and clear images of the item.

Return Shipping

Customers are responsible for return shipping costs, duties and customs charges, unless the item received is damaged or incorrect.

We recommend using a secure, trackable shipping service. The Silk Road is not responsible for returns that are lost, delayed, misdirected, or sent to an incorrect address.

How to Start a Return or Exchange

To start a return or exchange, please visit our Return Portal.

Once your return has been received and processed, you will be notified via email when the refund has been issued.

Please allow 14-21 business days for the refund to reflect in your account.

Yes, we offer refunds and exchanges on eligible items.

For eligible orders outside the European Union, returns and exchanges must be requested within 7 days of delivery. For customers based in the European Union, statutory withdrawal rights apply in accordance with EU consumer protection laws.

Items must be returned unworn, unused, unwashed and in their original condition, with all tags and packaging intact.

Please note that made-to-order, made-to-measure, customised and clearly personalised pieces are not eligible for return or exchange, unless received damaged or incorrect. Where applicable, this will be stated on the product page.

To request a return or exchange, please visit our Return Portal or contact our support team for assistance.

You can initiate a return through our Return Portal. Simply enter your order number and email address to view eligible items and begin the return process. Please ensure the item meets the return conditions listed on the product page. Once submitted, our team will review the request based on the relevant designer’s return policy and share the next steps with you.

If you'd like to proceed with a return, please visit our Return Portal

Once your request is approved, you will receive an email with return address. All returns must be approved and processed with our designer return policy