What If I See an Unknown or Unauthorized Order?

Quick Answer

If you see an order, package, or charge from SilkSilky that you do not recognize, contact our Customer Care team via live chat or the Contact Us page so we can check it. Share any details you have - such as an order number, tracking number, or the charge - so we can look up what happened.

If you believe your payment method was used without your permission, also contact your bank or card issuer right away so they can help protect your account. We cannot make absolute guarantees about activity outside our website, so reporting it to your bank promptly is important.

What should I do first if I don't recognize an order?

Contact us and let us know the situation. Depending on what you describe, it helps to provide:

  • The order number, if you have it
  • Any tracking number or package details, for an unexpected delivery
  • A description of the charge, if it appears on your statement

We can use order details, tracking information, or account information to investigate what happened and explain the next step.

I received a package I didn't order. What now?

If a package arrives that you did not order, contact us with any tracking number or package details you have. We can use the tracking details to find the related order information and look into how it was sent. Please wait to hear from us before taking any further action, so we can advise you correctly for your situation.

I see an order I never placed. How do you investigate?

We handle reports of unknown or unauthorized orders case by case. To look into it, we may:

  • Review the order and any related tracking or account information
  • Ask for a screenshot if the order does not appear in your account or order tracking
  • Ask you to confirm whether you personally placed or paid for the order

Tell us clearly that you did not authorize the order, and we will guide you from there.

You asked me to verify the payment - is that safe?

In some cases, to help protect against fraud, we may ask for limited payment verification - for example, a photo showing only the last four digits of the card. When we do:

  • Only share what the official message specifically asks for
  • Keep the rest of the card covered - never send your full card number, CVV, or password
  • Confirm the request came from an official SilkSilky email address

If anything about the request seems unusual, contact us through live chat or the Contact Us page to verify before sending anything.

Should I also contact my bank?

Yes. If you believe your card or payment method was used without your permission, contact your bank or card issuer right away in addition to contacting us. They can help monitor or protect your account and advise on any charges. Reporting an unauthorized charge promptly is one of the best steps you can take.

In what situations should I contact Customer Care?

Please reach out if:

  • You see an order you did not place
  • You receive a package you did not expect
  • The recipient name or delivery address on an order is unknown to you
  • You believe your payment method was used without permission
  • You are asked to verify an order and are unsure why
  • Your account or order tracking does not show an order you believe should appear

For any order you believe was unauthorized, or a card used without your permission, also contact your bank or card issuer.