Why Was My Order Returned to Sender or Undeliverable?

Quick Answer

An order is usually returned to us when the carrier couldn't complete delivery, for example because the package was refused, the address was incomplete or inaccessible, delivery was attempted several times without success, the order wasn't collected from a pickup point in time, or the package was damaged in transit.

If your order has been returned, please allow time for it to make its way back to our warehouse, then contact our Customer Care team so we can help with the next step. If you still want your items, the most reliable option is often to place a new order with a complete, accessible delivery address.

Why was my order returned to SilkSilky?

Carriers send packages back to us for a handful of common reasons:

Package refusal - the package was declined at the point of delivery
Access issues - the carrier couldn't reach the delivery address after several attempts
Incomplete address - a missing apartment, unit, house number, or other detail prevented delivery
Damage in transit - the package was damaged on its way and sent back
Uncollected orders - an order left at a pickup point but not collected within 10 days is returned

Providing a complete and accessible delivery address, including any apartment or unit number, helps avoid most of these issues.

How long does a returned order take to come back?

Please allow up to 10 working days, excluding weekends and public holidays, for a returned package to travel back to our warehouse and be processed. During this time, our team checks that the items meet our original-condition and fair-use standards.

What happens after my order is returned?

Once a package is back with us and processed, contact our Customer Care team via live chat or the Contact Us page to confirm what you'd like to do. If your items are still in stock and you'd like to receive them, we generally recommend placing a new order, this time making sure the delivery address is complete and accessible to the carrier.

If you'd prefer not to receive the items, we can review the options for your order.

What if my package is marked delivered but I never received it?

If tracking shows the package as delivered but you can't find it:

Check around your delivery area and ask neighbors, family members, or a building reception who may have accepted it.
Contact the local carrier with your name, shipping address, and tracking number, and ask for proof of delivery.
If you still can't locate it, contact our Customer Care team so we can review the shipment and coordinate with the carrier or logistics team.

What if my package seems lost or stuck in transit?

If tracking has stopped updating or the package appears lost, contact us with your order number and tracking details so we can look into it. If your order shipped in more than one package, let us know whether all of them are missing or only one, and include the relevant tracking number.

Depending on what the review shows, we may investigate with the carrier, confirm your shipping address, or discuss options such as a replacement or refund. If your order is covered by a shipping-protection service, we may direct you to that provider's claim process. These outcomes depend on your specific order status.

In what situations should I contact Customer Care?

Please reach out if:

Your order was returned to us and you'd like to receive your items
A package was refused or couldn't be delivered to your address
Tracking shows delivered but you didn't receive the package
Tracking has stalled and the package appears stuck or lost
One package from a multi-package order is missing
The carrier says the package can't be located
You need help understanding whether a shipping-protection service applies to your order

When you contact us, please include your order number, tracking number, details of the missing or returned package, and any information from the local carrier.