FAQs
Shipping & Tracking
Our platform does not currently offer paid expedited shipping. However, we can assist you in requesting priority processing from the designer. While expedited shipping isn't guaranteed, in many cases, designers are able to accommodate priority requests.
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.
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.
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 fast and free shipping for orders all across the world.
As a multi-designer, made-to-order marketplace, delivery timelines vary depending on each designer's production schedule and shipping method. Typically, shipping takes between 3 to 7 days after production is completed. Please refer to the specific product page to view the estimated delivery date, which includes both production and shipping times.
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.
Order & Payment
Orders can be canceled within 24 hours.
Please email our team 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.
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
As a curated marketplace featuring independent designers, The Silk Road provides made-to-order fashion from global talents. To ensure a smooth return process, please carefully read our policy below.
Return Policy:
As a multi-brand platform, we respect and follow each designer's individual return policy. The eligibility for returns may vary depending on the designer and the product type. We encourage you to check the return information on each product page for specific details before placing your order or requesting a return.
Conditions for Returns:
Returns are only accepted for non-customised items that are not made-to-measure.
Items must be returned within 7 days of delivery.
Returned items must be unworn, unused, and in original condition with all tags and original packaging intact.
Swimwear, beauty, and personal care products are final sale and cannot be returned or exchanged.
If an item arrives damaged or defective, please contact our customer service team within 48 hours of receiving your order.
Return Shipping:Customers are responsible for return shipping charges. We recommend using a secure, trackable service. The Silk Road is not responsible for any items lost, delayed, or misdirected during return shipping.
European Union Customers:In line with EU regulations, customers within the European Union may request a refund within 14 days of delivery, including sale items.
If you have any questions regarding returns, our customer service team is here to help.
Thank you for choosing The Silk Road.
If you'd like to start a return, 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 on eligible items in accordance with each designer’s return policy. Exchanges may also be possible depending on the brand and product availability. As The Silk Road is a made-to-order, multi-designer platform, return and exchange policies vary. Please refer to the specific product page for detailed terms, and contact our customer service team if you need assistance with your return or exchange request.
For any assistance, please reach out to our support team.
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 [link to 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
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