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Why was my package returned?
The address is not clear enough for the parcel to be delivered. They contacted you several times for further information but did not receive a response from you. When the package arrives, you don't arrive at the shipping address. They contacted you several times to collect your package, but did not receive your reply.
Why are my orders shipped separately?
Some products are shipped from warehouses in the United States. Some products will be exported from China. You will then receive a separate package. Please be assured that there will be no extra charge.
How do I change or modify my order?
If your order has not already been placed, you can change it in your shopping cart. Please submit your ticket at the bottom of the "Contact Us" page and they will usually reply to you within 24 business hours.
Can I make a return at Rachel Silk?
If you are not 100% satisfied, you can return the item within 30 days of receiving it by sending an email. It is recommended that every customer read the following regulations carefully before making a purchase.
They accept returns postmarked within 30 days of the original purchase date. If 30 days have passed since your purchase, unfortunately, they cannot refund or exchange the product. The following items cannot be returned or exchanged: (1) cleared items, (2) silk underwear, (3) customized or monogrammed items, and (4) silk masks (in view of the current health problems caused by COVID-19).
- Returns must be free of wear, cleaning, damage, and all original labels. They do not accept return of any worn, damaged, washed or altered goods.Please email them with your invoice/tracking number and a picture of the item/package you received and details describing the problem. Your application will be processed and confirmed by email within working days, normally within 72 hours.
What should I pay attention to when I make a return at Rachel Silk?
If the problem is caused by them, such as quality problems or missing items, they will give you a full refund. Once your return is received and checked your refund will be processed. Most returns will be processed within 5 working days after they receive your package. They will refund the money to your payment account.
How long can I get my orders at Rachel Silk?
Please note that the following delivery guide is for reference only. The following delivery times are calculated on a working day basis and may be delayed due to force majeure, natural disasters, inclement weather, public holidays and factors beyond their control.
This estimated delivery time is a general guide and is not applicable to some remote areas. The specific processing time depends on the type of goods. It usually takes 1-3 working days after settlement. It will take up to 5-8 working days for the item to reach you and an email will be sent to you after the item is shipped.
The delivery time mentioned does not include the order processing time. Order processing time usually takes 1-3 working days, but only 1-2 working days for overseas warehouse orders. Distribution guidelines do not apply to selected remote locations. Distribution costs depend on factors such as product weight, origin, destination, distribution method and warehouse. Detailed pricing information can be seen at checkout.