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FAQ

  • How do I track my order?
  • What are the shipping costs
  • What countries do you ship to?
  • Can I return or exchange an item?
  • How do I return an item?
  • What can be returned

Delivery & Shipping

  • How do I track my order?
  • What are the shipping costs
  • What countries do you ship to?

How do I track my order?

Once your order has been fulfilled on our side, you will receive an email from Aramex containing your tracking details.

What are the shipping costs

International Delivery

We use DHL as our international shipping agent, you will receive a tracking number to follow your Silki order around the world to your doorstep.

Delivery time with DHL is between 5 to 10 days depending on where you are in the world.

All Vat and Duties are the responsibility of the customer.

Cost: 20 usd

National Delivery (South Africa)

For orders in South Africa, we use Pargo, delivery will take between 1-4 working days.

Please note: Should you be located in an outlying or rural area shipping may in some cases take up to 5 working days to reach you.

Cost: R65 or free shipping on orders over R550

What countries do you ship to?

We ship to most countries around the world. When you complete your address details at check out you will receive the shipping cost to your delivery address.

Billing & Payments

  • Can I return or exchange an item?
  • How do I return an item?

Can I return or exchange an item?

Refund policy

If you have a problem with your Silki product or are unhappy please contact us at hey@feelsilki.com. Please provide us with the following details so we can help you.

  • Order number
  • Customer name

You can return your order to the below address if it meets the following conditions.

  • Within 30 days from the date of purchase
  • The item is in unused condition
  • The item is unopened
  • No damage to the item

How do I return an item?

 

Orders can be returned to:

13 8th Avenue
Maitland
Cape Town
7405

Once the order has been received and approved a refund will be processed to the original method of payment within 7 working days. Shipping costs are non-refundable.

Returns

  • What can be returned

What can be returned

Silki Customer Return Policy 

We at Silki strive to provide our customers with high-quality skin care products and excellent customer service. However, due to the nature of skin care products and the risk of contamination, we have established the following return policy to ensure the safety and well-being of our customers.

  1. Contamination Policy:

1.1 Once skin care products have been received by the customer, they cannot be returned or exchanged due to the potential risk of contamination.

1.2 This policy applies to all skin care products, including but not limited to creams, lotions, serums, masks, and any other topical products.

  1. Quality Assurance:

2.1 We maintain strict quality control measures throughout our manufacturing and packaging processes to ensure that all products leave our facilities in optimal condition.

2.2 If a customer receives a skin care product that is damaged or defective upon delivery, we encourage them to contact our customer service within 7 days of receipt to arrange for a replacement or refund.

  1. Allergies and Sensitivities:

3.1 We recommend customers thoroughly review the ingredients list provided on our product packaging and website to identify any potential allergens or irritants that may cause an adverse reaction.

3.2 In the event of an allergic reaction or skin sensitivity, we advise customers to discontinue use immediately and consult with a medical professional. Due to the individual nature of allergies and sensitivities, we cannot accept returns or provide refunds for such cases.

  1. Customer Support:

4.1 Our customer support team is available to assist customers with any questions, concerns, or issues related to our skin care products.

4.2 If customers have inquiries about product usage, application techniques, or any other aspect of our skin care products, we encourage them to reach out to our customer service representatives, who will be happy to provide guidance and support.

  1. Compliance with Applicable Laws:

5.1 This return policy is in compliance with all applicable consumer protection laws and regulations.

  1. Modification of Return Policy:

6.1 Silki reserves the right to modify or update this return policy at any time without prior notice. Any changes to the policy will be posted on our website and will apply to all purchases made after the date of the policy update.

Please note that by making a purchase from Silki, the customer acknowledges and accepts the terms and conditions of this return policy.

If you have any further questions or require clarification regarding our return policy, please do not hesitate to contact our customer support team.

Thank you for choosing Silki for your skin care needs.