24 hours shipping available 24 hours shipping available

How can we help you?

FAQ

About the Silkwave

How do I charge my Slikwave ?

Simply plug your Micro USB cable to the Silkwave and connect it to your laptop, car, or any USB charger.

What do I have to do before I first use my Silkwave?

Before your first time using your Silkwave, we suggest to charge it at 100% or overnight.

What is the capacity in use ?

The battery operating time is 60 minutes at 180°C

Can my hair get caught in the curler?

The Silkwave has an anti-tangle system to prevent hair from getting caught while in use. So if for any reason you took too much hair into the barrel, the system will shut off and immediately release the wick.

Can I use it on wet hair ?

No, the Silkwave is meant to be used only on dry hair.

Are there any risks of damaging my hair?

No, the temperature setting between 150 and 200°C allows you to choose the best option for your hair, whether it is thin, coloured or fragile. Furthermore, the ionic ceramic technology offers an even heat distribution to protect the hair while reducing the application time.

How can I choose the direction of the roation?

You can choose between Left (L) and Right ( R ). We recommend to choose the side accordingly to the side of your face or just play around each wick to create a unique hairstyle.

What if I forget to turn off my Silkwave?

Don’t worry, the built-in auto-lock system will switch it off automatically after 10 minutes when not in use.

General

COVID-19

Can I still purchase from you?

Yes!  We’re currently able to accept orders and ship internationally. We’d recommend ordering to addresses that you know you’ll be able to access, such as your home, as opposed to business addresses that may have restricted access.

Are you guys shipping as normal?

Our team is taking special measures to keep our employees safe and provide extra care to all of our packages. Depending on the location where the parcels are sent, minor delays are to be expected. If for any reason your order might experience extra delays, we will inform you by email. Our carriers are informing us of the changing circumstances that they face on a daily basis, minor delays are happening internationally.

Can I change my delivery adress?

We understand that you may now need to amend your delivery addresses. Unfortunately, the Silkwave Support Team is not able to amend the delivery address of your order once it’s been placed.

So what if I am not there to receive my package?

If no one else can accept the delivery, it will be returned to us and you’ll be refunded in full. The courier may leave your order in a safe place at the address if it’s student accommodation or your place of work, for example, so we’ve extended the returns period to accommodate for that.

Has Covid-19 impacted your supply chain?

Our production operations haven’t been impacted by the spread of COVID-19. We’re monitoring the situation very closely, working with local authorities in affected regions and following the advice of the World Health Organisation. The welfare and health of our clients and suppliers are a top priority for us. Should the authorities recommend taking additional action, we’ll be sure to follow their guidance.

Opening hours (UK Time)

Weekdays - 08:00 to 18:00
Weekends - 08:00 to 12:00

How can I contact you?

Hopefully, you'll find the answer you need from one of the articles we have on our help centre, but if you need a little help or just want to say hello, just select one of the contact options.

Feel free to contact us through our Contact Page.

*Please get in touch through only one method of contact as contacting through multiple channels for the same query may delay response times for you and other customers.


What information do I need to provide you?

Be sure to include as much information as possible eg/ order number (#12345), email address, pictures, etc. This will allow us to answer any questions you have as quickly as possible.

Payment

What payment method do you accept?

You can select your preferred payment method at checkout. We accept secure payments for both local & international customers via Credit Cards, Debit Cards, PayPal and Apple Pay.

My discount code didn't work

Firstly, check that you’re entering the discount code exactly as it appears (case sensitive) and check that the code is still valid and has not expired. Secondly, check the terms and conditions of your code, if the item is in sale or in a certain category, the discount may not be valid on this product. If it’s still not working, please email us at info@silk-wave.com and our team will be able to advise you further.

Can I use more than one coupon on my order?

No, you can only use one promotional discount in each individual order.

Experiencing problems paying?

Oh no! Please try an alternative payment method or contact us at info@silk-wave.com and one of our customer service representatives will help you as soon as they can!

Orders

Can I change / cancel my order?

Unfortunately, we’re unable to make any changes to your order once you’ve placed it.

*IF YOU INPUT THE INCORRECT ADDRESS AT CHECKOUT, WE CAN NOT BE HELD ACCOUNTABLE IF THE ORDER GOES MISSING. WE ARE NOT LIABLE TO REFUND/REPLACE THIS ORDER.

Where is my order confirmation?

Once you have placed an order, you should receive a confirmation email sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/promotions folders. If you still cannot find this, please contact us at info@silk-wave.com

What can I do if my order is going to the wrong address?

Please contact us at info@silk-wave.com where one of our customer service representatives will assist you further.

How do I track my package?

As soon as your order has been shipped, you'll receive a shipping confirmation email. You will then be able to track your order with the tracking link provided on the email through our dedicated page : https://silk-wave.com/apps/tracktor/track

 

If you haven't received an email yet, do not worry! Your order will usually take around 8-20 hours to be dispatched.

Where is my order?

Your order should arrive within the time frame indicated on our website. You should also receive a tracking link by email for any delivery update. If the delivery time frame has passed and you’ve still not received your items, please get in touch with us at info@silk-wave.com.
Please refer to our tracking page to check the status of your parcel: https://silk-wave.com/apps/tracktor/track

My order is missing

If you have not received your order within the allotted delivery time frame, please notify us by email at info@silkwave.com within 14 days of the date on which you ordered the products. After this time has elapsed, we will either send you a replacement item or give you a full refund, depending on the option you prefer. For customers outside the UK, please allow up to 21 working days before contacting us regarding a missing order.

I'm missing an item from my order, what do I do?

If an item is missing from your package, it may have been shipped separately from a different warehouse, depending on our stock availabilities. Please, check your confirmation email to see if your missing item is in another shipment. If you need any assistance, please contact us.

What if I've received a faulty item

We sincerely apologise for the inconvenience it may have caused.If you've received a faulty item, please contact our Customer Care on info@silk-wave.com within 14 days of delivery along with your name, order number, and any images you can provide of the faulty item(s).

Shipping

What are the shipping times?

Express 24h Tracked:

24h if you've ordered before 6pm UK time and 48 to 72h if you've ordered after 6pm.

Standard tracked:
3-5 days

Free shipping:
Within 7 to 16 days, depending on our stock availabilities.

What are the shipping costs?

For customers ordering from the UK, we offer 48h & 24h shipping.

48h: £2.99

24h: £4.99

Standard Shipping: Free


For customers outside the UK, shipping is free, and delivery takes from 7 to 16 days.

Where do you ship?

We ship both locally and worldwide.

Return & Refund

What is your return policy?

Your 100% satisfaction is important for us. We offer a 14-days Return & Exchange Policy : 

  • If a product gets damaged or was faulty upon a delivery - we offer 100% refund.
  • Timing: we have a 14-days Return & Exchange Policy, since the day item was received. 
  • To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase. 
  • There are certain situations where only partial refunds are granted (if applicable) : Any item not in its original condition, damaged or missing parts not due to our error and any item that is returned more than 14 days after delivery date. 
  • For returns, please email us at info@silk-wave.com with the subject 'Returns' and include your order number, name and the reason for the return. 
  • Our customer service team will provide you with instructions where to send returned goods. We strongly recommend you to get proof of postage when returning goods to avoid "lost parcel" situations. 
  • Please note that customers are responsible for shipping costs of returned items and are not refundable. 
  • When your returned item is received and inspected, you will receive a confirmation email, notifying about the status of the refund. 
  • If the refund is approved, then it will be processed and a credit will automatically be applied to your original payment method shortly after. Please, note that original shipping costs (depending of the delivery option you choose) are not refundable. 

Due to hygiene reasons we cannot accept returns or exchanges for change of mind. Silkwave reserves the right to evaluate each situation case by case and can refuse replacement, exchange or refund if it is deemed the product does not have a fault caused by manufacture. If you received a faulty item, please contact us as soon as possible to replace your product. Our support team is always happy to guide you at any step!

I haven't received my refund

Depending on the service & country you're returning your item(s) with, it can usually take up to 12 working days (excluding weekends & public holidays) to be delivered and processed by our returns team. If this delay has passed, please contact us at info@silk-wave.com and our support team will gladly assist you further.