What If My Item Has a Quality Problem?

Quick Answer

If your SilkSilky item arrives damaged, defective, incorrect, missing a part, or simply doesn't seem right, please contact our Customer Care team via live chat or the Contact Us page before sending anything back. Share your order number, a clear description of the issue, and photos when possible. Depending on the case, we may offer an exchange, a replacement, a refund if the item is eligible, or another solution. Please wait for our instructions before returning an item.

How do I report a quality problem?

Contact us with your order number and the email address used for the purchase.
Describe the issue clearly - for example a stain, hole, loose stitching, broken seam, missing part, wrong size, wrong color, or an item that doesn't match what you ordered.
Include photos when you can. We may ask for images of the item, the defect, the size label, the product tag, the packaging, the shipping label, or all the items you received.
Wait for us to confirm the next step before sending anything back.
If a return is approved, follow the instructions we provide. After shipping, email us the return tracking number right away - in many cases, processing depends on receiving that tracking.

What kinds of issues count as a quality problem?

Reach out if you notice any of the following:

Stains, holes, tears, or other damage
Loose, broken, or defective stitching
The wrong size, color, or item, or an incomplete set
A missing component, such as a belt, button, pillowcase, or pajama piece
An item that doesn't appear to match its description or photos

Tell us what's wrong and we'll review the case to find the right resolution for you.

My zipper is stuck. How can I fix it?

A zipper often stops moving because a bit of the surrounding fabric has caught in the teeth. Before assuming there's a fault, take a close look for snags, folds, or tangles:

Once you find the snag that's blocking the zipper, hold the fabric around it and give it a gentle tug. If the snag is very small, a pair of tweezers can help you get a better grip. Pull the fabric in the direction opposite the way the zipper runs and hold it there.
Keeping hold of the snagged fabric, gently work the zipper tab up and down. Try sliding it in both directions to see if the fabric releases. In most cases, steady tension, small movements, and a little patience are enough to clear the teeth.

If the zipper still won't move, or if it looks damaged, contact us and we'll help.

What solutions are available?

The right solution depends on the item and the issue, so we'll review your case and confirm the options. Depending on the situation, these can include:

An exchange for the same or a different item
A replacement for a defective or incorrect item
A return for a refund, if the item is eligible
Another order-specific solution

In some cases a defective or incorrect item can be resolved without sending it back, while other cases need the item returned first. We'll let you know what applies to your order.

Are there any conditions for returns?

If a return is part of the solution, items generally need to be in new condition - unworn, unwashed, with tags attached, and sometimes with the security buckle intact and the original packaging. Some categories, such as underwear, bras, final-sale or clearance items, mystery boxes, and gift cards, may be restricted or not eligible for return. Because handling varies by case and region, please contact us so we can confirm what applies to your order rather than sending anything back on your own.

In what situations should I contact Customer Care?

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

The item arrived damaged, stained, torn, or with loose stitching
You received the wrong size, color, or item, or an incomplete set
A belt, button, pillowcase, pajama piece, or other component is missing
You believe the product doesn't match its description or photos
A zipper or fastening won't work even after trying the steps above
You need a return address, exchange, replacement, refund, or return-shipping review
You've already shipped a return and need a status update

Please don't send a return before receiving the correct instructions for your order.