What payment method does SILK MAISON accept？
We accept Visa, MasterCard, American Express, debit and credit cards. Online orders can also be placed via Apple Pay, and PayPal Express Checkout.
Why doesn’t the discount code work?
The discount code must be used within the validity period. It will not be applied after it expires. Specific discount codes and event details are subject to the official website.
Can I cancel my order?
Unfortunately, we CANNOT cancel an order once it is shipped. However, once you have received the package, you can either keep it or contact us to issue a return. To cancel an order that has not been shipped out, please contact our customer service team via [email protected].
How do I initiate a return?
Please contact us via [email protected] with your return request within 14 days of receiving the package, while ensuring that the product is unworn, unwashed, in its original condition and with all tags attached.
Where do I send my returns?
Please note: We don’t accept packages that are returned directly without contacting us in advance.
Please make sure that all returns are sent to the address below, or it will affect your return process.
US Return Address:
9860 GIDLEY ST，UNIT 7，EL MONTE
CA 91731 USA
Where do I go for consultation？
Customer Service Email Address: [email protected].
Our customer service team will reply to your email within 24 hours on business days.
Why is there a color difference?
We strive to display as accurately as possible the colors of our products that appear on the website. However the actual color will depend on your monitor, we cannot guarantee that your monitor’s display of any colors will be accurate.
In addition, different from other fabrics, silk is a highly lustrous fiber.
The shimmering appearance of silk is due to the triangular prism-like structure of the silk fiber, which allows silk cloth to refract incoming light at different angles, thus producing different colors. These make the surface shine and appear to change color as the angle of light on it changes. Put your silk product up to the light and see how it reflects differently to other silk products. So the color of the actual product you receive may look different under a different light.
When will my order arrive?
We will process your order within 1-4 business days. In case of special circumstances, we will contact you within a week.
The goods will arrive within 7-15 business days after shipment but we cannot guarantee the condition of the package in transit so delays are inevitable.
If you do not receive the goods after 30 days, we will give you a $30 gift card as compensation. After 30 days, the gift card amount will be increased by $1 for each day thereafter until you receive your package. (The date of receipt of the package is subject to the delivery date shown in the logistics.)
The above promised time frame is the expected situation under the influence of non-epidemic situation. In case of an epidemic, processing times and shipping times will depend on the situation. Please understand.
If you want to double-check on your order status, send us a note at: [email protected].
Why is my address not supported for purchase？
Please be advised that currently we are unable to ship to Brazil, India and Russia.
How much does shipping cost?
We offer FREE shipping worldwide on orders over $259, otherwise you will need to pay $18 for shipping.
Please note: The conditions of free shipping may be adjusted depending on different activities.
How much do I have to pay in duties and taxes?
You will need to pay import taxes and duties in accordance with local laws and restrictions. These will not be shown as part of the final price at checkout.
If a package is returned or destroyed because you refuse to pay the duty, the resulting charges will be deducted from your order.
What should I do if I think my package is missing?
If the logistics information shows that your package has been delivered but you have not received it, then please contact us within two months after the date of the receipt so that we can help you find the package. We will not handle the parcels after two months.
If the logistics of your parcel has not been updated for more than 10 days and you have not received it, please contact us so that we can verify the situation and deal with it for you.
The specific solution depends on the situation, so everything is subject to your communication with our customer service.
Customer service email: [email protected].
What is your return&exchange policy?
1. You must make a return or exchange request within 14 days of receiving the package (the date of receipt is based on the delivery date shown in the logistics).
2. Products must be returned unworn, unwashed, in their original condition and with all tags attached.
3. The following items cannot be returned, refunded or exchanged:
(1) Items on Sale
(3) Face Masks
(4) Customized Items
4. We do not accept packages that are returned directly without contacting us in advance.
5. Please send your package within 15 days of receiving the return address. In case of special circumstances, please contact in advance to inform us. Otherwise, your return will not be accepted.
6. Packages without a return tracking number will not be processed for a refund or exchange.
If I meet the above conditions, how do I start a return or exchange?
1. Please contact us with the reason for your return. If you receive an incorrect, damaged or faulty item, please include a clear photo of the item with your letter so that we can verify the issue.
2. We will provide you with the appropriate return address as soon as we receive your request.
3. Please provide us with the return tracking number once you sent the package out.
4. We will refund you as soon as we receive your return. Please note that the $18 shipping fee you paid for your order is non-refundable.
1. We support 14 days unconditional exchange, which means the shipping cost of the exchange is covered by us.
2. Please let us know your exchange request via email and get a return address.
3. We will arrange a replacement for you as soon as we receive the item.
1. We only support one free exchange. For the second exchange request, you will be responsible for return shipping costs.
2. If you paid via PayPal, refunds will arrive within 1-3 business days. If you paid via Stripe or WorldPay, refunds will arrive in 7-15 business days.
3. The final interpretation of the terms and conditions belongs to Silk Maison team.
Do I have to pay for return shipping?
Shipping costs for returns are the responsibility of the customer.
If you receive an incorrect, damaged or faulty item, please email us within 14 days with a clear photo of the item so we can verify the problem. Once the problem has been confirmed, we will refund your postage costs. Please follow the instructions provided by our customer service team.
9860 GIDLEY ST UNIT 7 EL MONTE, CA, 91731, America
Please note: We don’t accept packages that are returned directly without contacting us in advance.
Last Updated: December 10th, 2020
Collection of Information
Information You Provide to Us
We collect information you provide directly to us. For example, we collect information when you create an account, participate in any interactive features of the Services, fill out a form or survey, participate in a contest or promotion, make a purchase, request customer support or otherwise communicate with us. The types of information we may collect include your name, email address, billing and shipping address, phone number, payment information and any other information you choose to provide.
Information We Collect Automatically When You Interact with Us
When you access or use our Services or otherwise transact business with us, we automatically collect information about you, including:
- Transaction Information: We collect information about your transactions with us, including product details and the date and location of the transaction.
- Device and Usage Information: We collect information about how you access and use our services, including data about the device and network you use, such as your hardware model, operating system version, mobile network, IP address, unique device identifiers, browser type and app version. We also collect information about your activity on our services, such as access times, pages viewed, links clicked and the page you visited before navigating to our Services.
- Location Information: In accordance with your device permissions, we may collect information about the geolocation of your device. You may stop the collection of precise location information at any time (see Your Choices section below for details).
- Information Collected by Cookies and Other Tracking Technologies: We (and our service providers) use tracking technologies, such as cookies and web beacons, to collect information about you. Cookies are small data files stored on your hard drive or in device memory that help us improve our Services and your experience, see which areas and features of our services are popular and count visits. Web beacons (also known as “pixel tags” or “clear GIFs”) are electronic images that we use on our services and in our emails to help deliver cookies, count visits and understand usage and campaign effectiveness. For more information about cookies and how to disable them, please see “Your Choices” below.
Information We Collect From Other Sources
We may also obtain information from other sources and combine that with information we collect from you, such as from identity verification services, mailing list providers, event partners, and data co-ops. For example, if you create or log into your SILK MAISON account through a social media service, we will have access to certain information from that service, such as your name, account information and friends lists, in accordance with the authorization procedures determined by such social media service.
Information we Derive or Infer
We may derive information or draw inferences about you based on the information we collect. For example, we may make inferences about your location based on your IP address or infer that you are looking to purchase certain products based on your browsing behavior and past purchases.
Use of Information
We use the information we collect for various purposes, including to:
- Provide, maintain and improve our Services, and develop new products and services;
- Provide and deliver the products and services you request, process transactions and send you related information, including confirmations, receipts, customer experience survey and recall notices;
- Personalize and improve your experience on our Services and in our stores;
- Send you technical notices, updates, security alerts and support and administrative messages;
- Respond to your comments, questions and requests and provide customer service;
- Communicate with you about products, services, offers, promotions, rewards, and events offered by SILK MAISON and others, and provide news and information we think will be of interest to you;
- Monitor and analyze trends, usage and activities in connection with our Services;
- Personalize the advertisements you see on third-party platforms and websites ;
- Facilitate contests, sweepstakes and promotions and process and deliver entries and rewards;
- Detect, investigate and prevent security incidents and other malicious, deceptive, fraudulent or illegal activity and protect the rights and property of SILK MAISON and others;
- Debug to identify and repair errors in our Services;
- Comply with our legal and financial obligations;
- Carry out any other purpose described to you at the time the information was collected.
Sharing of Information
- With vendors, consultants and other service providers who need access to such information to carry out work on our behalf, such as companies that assist us with web hosting, shipping and delivery, payment processing, fraud prevention, marketing and advertising, analytics and customer service;
- With third parties for their own services and marketing purposes, unless you opt out of this type of sharing by contacting us at [email protected];
- In response to a request for information if we believe disclosure is in accordance with, or required by, any applicable law, regulation or legal process;
- If we believe your actions are inconsistent with our user agreements or policies, or to protect the rights, property and safety of SILK MAISON or others;
- With our lawyers and other professional advisors where necessary to obtain advice or otherwise protect and manage our business interests;
- In connection with, or during negotiations of, any merger, sale of company assets, financing or acquisition of all or a portion of our business by another company;
- Between and among SILK MAISON and our current and future parents, affiliates, subsidiaries and other companies under common control and ownership;
- With your consent or at your direction, such as when you submit a product review or post content in public areas of our Services.
We also share aggregated or de-identified information, which cannot reasonably be used to identify you.
Advertising and Analytics Services Provided by Others
Transfer of Information to the U.S. and Other Countries
SILK MAISON is based in the United States and the information we collect is governed by U.S. law. By accessing or using the Services or otherwise providing information to us, you consent to the processing, transfer and storage of information in and to the U.S. and other countries, where you may not have the same rights and protections as you do under local law.
Most web browsers are set to accept cookies by default. If you prefer, you can usually choose to set your browser to remove or reject browser cookies. Please note that if you choose to remove or reject cookies, this could affect the availability and functionality of our Services.
You may opt out of receiving marketing emails from SILK MAISON by following the instructions in those emails. If you opt out, we may still send you non-promotional emails, such as those about your account or our ongoing business relations.
You may opt out of receiving text messages (SMS) from SILK MAISON by replying “stop” to any message.
To submit an opt-out request: https://rakutenmarketing.com/legal-notices/subject-requests/
This website is operated by APONIC INC 228 PARK AVE S 79525, NEW YORK, NY, 10003 offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.
By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.
Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change, or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
SECTION 1 – ONLINE STORE TERMS
By agreeing to these Terms of Service, you represent that you are at least the age of majority in your country of residence, or that you are the age of majority in your country of residence and you have given us your consent to allow any of your minor dependents to use this site.
You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You must not transmit any worms or viruses or any code of a destructive nature.
A breach or violation of any of the Terms will result in an immediate termination of your Services.
SECTION 2 – GENERAL CONDITIONS
We reserve the right to refuse service to anyone for any reason at any time.
You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express wrote permission by us.
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.
SECTION 3 – ACCURACY, COMPLETENESS, AND TIMELINESS OF INFORMATION
We are not responsible if information made available on this site is not accurate, complete, or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete, or more timely sources of information. Any reliance on the material on this site is at your own risk.
This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.
SECTION 4 – MODIFICATIONS TO THE SERVICE AND PRICES
Prices for our products are subject to change without notice.
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
We shall not be liable to you or any third-party for any modification, price change, suspension, or discontinuance of the Service.
SECTION 5 – PRODUCTS OR SERVICES (if applicable)
Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.
We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor’s display of any color will be accurate.
We reserve the right but are not obligated, to limit the sales of our products or Services to any person, geographic region, or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.
We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.
SECTION 6 – ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household, or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. If we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, re-sellers, or distributors.
You agree to provide current, complete, and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates so that we can complete your transactions and contact you as needed.
For more detail, please review our Returns & Exchange Policy.
SECTION 7 – OPTIONAL TOOLS
We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.
You acknowledge and agree that we provide access to such tools “as is” and “as available” without any warranties, representations, or conditions of any kind and any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.
Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).
We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.
SECTION 8 – THIRD-PARTY LINKS
Certain content, products, and services available via our Service may include materials from third-parties.
Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or any other materials, products, or services of third-parties.
We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party’s policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.
SECTION 9 – USER COMMENTS, FEEDBACK, AND OTHER SUBMISSIONS
If at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, ‘comments’), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene, or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
You agree that your comments will not violate any rights of any third-party, including copyright, trademark, privacy, personality, or another personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.
SECTION 10 – PERSONAL INFORMATION
SECTION 11 – ERRORS, INACCURACIES, AND OMISSIONS
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times, and availability. We reserve the right to correct any errors, inaccuracies, or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend, or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website should be taken to indicate that all information in the Service or on any related website has been modified or updated.
SECTION 12 – PROHIBITED USES
In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international or UK’s regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.
SECTION 13 – DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
We do not guarantee, represent, or warrant that your use of our service will be uninterrupted, timely, secure, or error-free.
We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.
You agree that from time to time we may remove the service for indefinite periods or cancel the service at any time, without notice to you.
You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided ‘as is’ and ‘as available’ for your use, without any representation, warranties, or conditions of any kind, either express or implied, including all implied warranties or conditions of merchant-ability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
In no case shall we, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers, or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.
SECTION 14 – INDEMNIFICATION
You agree to indemnify, defend and hold harmless Us and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns, and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference or your violation of any law or the rights of a third-party.
SECTION 15 – SEVERABILITY
If any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforce-ability of any other remaining provisions.
SECTION 16 – TERMINATION
The obligations and liabilities of the parties incurred before the termination date shall survive the termination of this agreement for all purposes.
These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.
If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).
SECTION 17 – ENTIRE AGREEMENT
The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications, and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.
SECTION 18 – GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of the HK.
SECTION 19 – CHANGES TO TERMS OF SERVICE
You can review the most current version of the Terms of Service at any time at this page.
We reserve the right, at our sole discretion, to update, change, or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.
SECTION 20 – CONTACT INFORMATION
Questions about the Terms of Service should be sent to us at： [email protected].