FAQs
GENERAL QUESTIONS
How can I get involved with the SilverSilk & More community?
SilverSilk & More have created a highly creative community on Facebook called the SilverSilk Silkies. There, we post photos of our latest designs and share our inspirations, ideas and good vibes. We would love for you to join us!
Visit the link below to join:
https://facebook.com/groups/SilverSilk
I Have a question, who can I contact?
Questions, concerns and other inquiries can be directed to orders@silversilkonline.com. You will receive a response within a day or two, Monday through Friday. SilverSilk & More is closed on weekends and major holidays.
REFUND QUESTIONS
What Is Your Return Policy?
Does something not look right with your order? Let's get that fixed up! Here are FAQs when it comes to returns and exchanges. Please get in touch at orders@silversilkonline.com with further questions. In the case of a lost package, we cannot provide refunds if the product cannot be returned to us. In case of lost package, please contact carrier. See Shipping Info for more.
For orders that contain the wrong item or missing item:
Let's fix it right away. Please send us an email at orders@silversilkonline.com so that we may correct this.
I received something that I would like to return:
We will accept returns of any merchandise within 30 days of shipment so long as it is in original condition (uncut spools, unopened mixes, etc.) All returns must contact orders@silversilkonline.com with a return request for return authorization. Customer is responsible for return shipping on non-damaged goods and a 15% restocking fee. Returns over $200 please contact customer service for further instructions as these orders require higher restocking fees.
You must have your order number or your invoice with your return for the exchange or refund. Orders without indication of an order number will be delayed due to need to confirm that order number with the customer before processing.
My order is lost, can I get a refund?
In the event of a lost order, the carrier of that order needs to be contacted. After the order leaves the SilverSilk & More office, is it the carrier's responsibility to deliver the product. We cannot process a refund for orders that are held by the carrier, "stuck" in customs, or otherwise cannot be returned to the SilverSilk & More office.
QUESTIONS ABOUT ORDERS
When Will My Order Ship?
Your order will ship 3-5 business days after it is placed. Orders placed after 4:30pm will be received by us the following business day.
Where is My Order Shipping From?
Your order is shipping from Tulsa, Oklahoma. Each knitted wire spool is carefully examined and packaged with love and ready for your creativity.
I forgot to add something to my order. Can you add it and charge my card?
We are unable to initiate or increase any charges to your credit card, as we do not have access to your credit card information. This is a procedure that is in place to protect your personal information. If you'd like to add something to your order please send us a message at orders@silversilkonline.com. Your additional item will be separately invoiced and packaged and shipped with your current order.
Can I place an order over the phone?
Unfortunately, we cannot accept orders over the phone. Our online ordering system is hosted on a secure server, and you can feel confident that your information is protected by the most current security protocols available.