How Do I Find or Confirm My Order?

Quick Answer

There are two easy ways to find and confirm your SilkSilky order:

Your account - sign in and open your order history.
Your order confirmation email - sent to the email address you used at checkout, with your order number and details.

If you can't find your order number, didn't receive a confirmation email, or your order doesn't appear in your account, contact our Customer Care team with the email address used at checkout and any details you have. We can look up your order and confirm its status.

How do I find my order in my account?

If you signed in or created an account at checkout:

Go to silksilkoy.shop and select Log In (usually at the top-right of the page).
Sign in with the email address you used for your order.
Open My Account and go to your order history.
Select the order to view its status, items, shipping address, and tracking details if it has shipped.

Where can I find my order confirmation email?

Shortly after you place an order, we send an order confirmation email to the address used at checkout. It includes:

Order number
Item details
Shipping address
Estimated delivery information

If you can't find it, check your spam, junk, or promotions folders, and search your inbox for "SilkSilky," "order confirmation," or your order number. If you placed your order as a guest, this email is your main record, since guest orders don't appear in My Account.

Why can't I see my order in my account?

Your order may not show up in your account if:

You checked out as a guest or used express checkout without signing in, so the order wasn't linked to an account.
You used a different email address at checkout - for example, a partner's or family member's email.
The email address was entered incorrectly.
You have more than one account and are signed in to a different one.
You're signed in on a different regional SilkSilky website (see below).

Guest and express-checkout orders are still valid even though they don't appear in your account - your confirmation email holds all the details, and you can still track the order from there. If you'd like your future orders saved in one place, we recommend creating an account and signing in before you check out.

Am I on the right regional website?

SilkSilky runs separate websites for different countries and regions, and order and account information isn't shared between them. If you can't log in or find your order, make sure you're on the same regional site you ordered from (for example, UK customers should use uk.silksilkoy.shop rather than the main site). Checking the website address is often all it takes to find a "missing" order.

What if I didn't receive an order confirmation email?

If you placed an order but no confirmation email arrived:

Check your spam or junk folder.
Confirm you're checking the same email address you used at checkout.
Check whether the payment was completed.
If you still can't find it, contact us so we can locate the order.

A confirmation email can fail to arrive if the email address on the order was mistyped, left out, or not linked correctly. If that happens, we can still find your order using other details and confirm the correct email on file.

What if my payment went through but I can't confirm the order?

If you were charged but can't find an order number or see the order in your account, please contact us. An order can sometimes be placed and shipped even when it isn't visible in your account, and we can check the order record and confirm its status for you.

What information should I include when I contact you?

If you have your order number, that's all we usually need. If you don't, please send as many of these as you can so we can locate the order quickly:

Email address used at checkout
Full name on the order
Shipping address
Phone number
Order date
Order amount
Product names, sizes, or colors ordered