How can we help you?

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.

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

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.

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.

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

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.

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

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.

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.

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.

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!