Product Search and Identification

Quick Answer

If you can't find a SilkSilky item you saw in an ad, on social media, or in a previous order, we're happy to help you track it down. The more detail you can share - a screenshot, a link, the style and color, or a SKU or order number - the easier it is to identify. If the exact item can't be located, we can usually point you to similar styles. To get help, contact our Customer Care team via live chat or the Contact Us page.

How do I find an item I saw in an ad or on social media?

Send us as much detail as you can, and we'll do our best to match it to a current product:

• A screenshot or photo of the item
• A link to the ad, post, or video (for example, an Instagram or Facebook post)
• The color, style, and any visible details such as sleeve length, hemline, or lace trim
• The type of item - for example a nightgown, robe, cardigan, teddy, slip, shorts, or pajama set

Images from ads or social media aren't always clear enough to pinpoint the exact product. If we can't confirm an exact match, we'll suggest similar styles that fit the look you described.

How do I find an item from a past order so I can buy it again?

If you'd like to reorder something, share the order number and the email address used for the purchase, or any SKU or product code from your order details. With that information we can look up what you bought and help you find it again.

If the item is no longer listed, it may have been updated or discontinued. In that case we can recommend the closest current alternatives.

I have a SKU but can't find the product online. What should I do?

Send us the SKU or product code along with anything else you remember about the item, such as its color or category. We can search our catalog and either share a direct link or, if the item is no longer available, suggest comparable styles.

I'm looking for a general style rather than one exact item. Can you help?

Yes. If you're after a particular type of piece - say, a mid-calf nightgown, a short robe, or a lace slip - let us know the features that matter most to you (length, sleeve, neckline, color, fabric weight). We can point you to a relevant collection and help you narrow down the options.

Why can't a product always be identified?

A few things can make an exact match difficult:

• Photos from ads or social posts may be low resolution or show the item at an angle
• Colors can look different depending on lighting and screens
• Some items shown in older ads, posts, or past orders may no longer be available

When this happens, we'll either confirm the closest current match or let you know the item appears to have been discontinued and suggest alternatives.

In what situations should I contact Customer Care?

Contact our Customer Care team via live chat or the Contact Us page if:

• You saw an item in an ad or social post but can't find it on our website
• You need help identifying a color, style, or model from a photo or video
• You want to reorder an item from a previous purchase
• You have a SKU or product code but can't locate the item online
• You're looking for a specific length, sleeve, lace detail, or similar style and want recommendations

To help us respond quickly, include any screenshots, links, your order number, or the email address used for the order.