HOW QUICKLY CAN YOU RESPOND TO MY QUERY?
We respond to messages and emails in the order they are received, and we strive to reply as promptly as possible. Typically, we respond within 24 hours of receiving your message or email.
CAN I CHANGE MY DELIVERY ADDRESS AFTER PLACING MY ORDER?
Once an order is placed, our warehouse team may pack and ship your order within 24 hours, so it's not always possible to process address change requests. If you spot an error, please email us ASAP with your name and order number so we can attempt to correct the details before the package leaves our warehouse. We can't guarantee changes once the package has been dispatched, but we will do our best to assist.
HOW LONG DOES ORDER PROCESSING TAKE?
Order processing times are between 1-3 business days from the day you placed your order. Most packages are prepared within 24 hours, but if our warehouse is particularly busy, processing times may extend up to 3 business days following your order date.
GENERAL DELIVERY INFORMATION
Our warehouse processes and dispatches orders Monday through Friday (excluding major holidays). After placing your order, your package should be shipped out within 1-2 business days, and you will receive an email with your tracking number shortly after. We primarily use Royal Mail for UK deliveries and reliable international carriers for deliveries to Europe and beyond. Depending on your location, packages typically arrive within 5-10 days from the date of dispatch.
WILL MY ORDER ARRIVE IN ONE PACKAGE?
Depending on the size of your order, you may receive separate packages that could arrive 1-2 business days apart.
OUT OF STOCK/BACKORDERED ITEMS
If any of your items are out of stock, we will email you to let you know when we expect to ship them. If the items are not expected to be restocked within 2 weeks, we will automatically refund you for those items.
ADDRESS CHANGES
Our warehouse team works quickly, so if you notice an error, please email us ASAP with your name and order number so we can attempt to catch your package before it departs. We can't guarantee changes once the package has left our warehouse, but we'll do everything we can to help.
DO YOU SHIP INTERNATIONALLY?
Yes we ship internationally and to almost all countries. You will receive your shipment 5-25 days after the order is shipped. All orders are shipped out within 1 or 2 days.
I RECEIVED A DAMAGED ITEM, WHAT SHOULD I DO?
We apologise that your order didn’t arrive in perfect condition. Please contact us with your name and order number for further assistance.
HOW CAN I TRACK MY ORDER?
Simply go to the Track My Order link on the Home Page or in the Main Menu and input your tracking number to see where your package is. If you need further assistance, we are always here to help.
WHY ISN'T MY TRACKING NUMBER WORKING?
Sometimes, tracking numbers may not update immediately or may not function for international orders, as foreign postal systems may not update the location of the package in our carriers' systems. International shipping usually takes between 10-25 days, so you can estimate that it will take about that long from the time your package ships until you receive it. If your order is domestic and the tracking number doesn't work, please let us know so we can ensure your items were properly shipped.
THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER
For UK deliveries, once your package has been dispatched, it becomes the responsibility of Royal Mail. If you have issues with delivery, you can contact Royal Mail directly for assistance.
WHAT SHOULD I DO IF SOMETHING IS MISSING OR DAMAGED IN MY ORDER?
If any of your purchased items are missing or damaged, please contact us immediately to resolve the issue. Our Money Back Guarantee lasts 30 days from the delivery of your order, so make sure to contact us within that time frame. To reach us, please use the Contact Us tab or email us at support@silkproglo.com.