1. Order Processing
After you place an order through silkenstone.shop, the order is submitted for processing. Our team and fulfillment partners work to prepare the purchased items for shipment.
Processing time can vary depending on the product, inventory availability, order volume, seasonal demand, payment authorization and other operational circumstances.
Certain SILKENSTONE garments feature detailed construction, embellishment, lace, pearls, sequins, embroidery or other decorative elements. Orders containing these types of products may require additional preparation before dispatch.
Before completing checkout, confirm your selected size, product, color or variant and shipping address. This helps avoid delays caused by incorrect order information.
2. Shipping Methods
Available shipping methods are displayed during checkout according to the destination, current service availability and other order conditions.
The shipping option selected at checkout may influence the expected transit time and shipping cost. Not every shipping method is available for every destination.
Shipping charges, if applicable, are calculated and displayed during the checkout process before payment is completed.
- Standard shipping may be available for eligible destinations.
- Faster delivery options may be available in selected regions.
- Shipping availability may change according to carrier coverage.
- Additional delivery services may not be available for remote locations or certain addresses.
3. Estimated Delivery Times
Delivery estimates are provided for planning purposes and are not guaranteed unless explicitly stated otherwise.
The total delivery period generally consists of two stages: order processing and carrier transit.
| Stage | What Happens | Important Information |
|---|---|---|
| Order Processing | Your order is reviewed and prepared for fulfillment. | Timing may vary according to product availability and order volume. |
| Dispatch | The completed shipment is transferred to the carrier. | Tracking may become active after the carrier scans the parcel. |
| Transit | The parcel travels through the carrier network. | Transit time depends on destination and selected service. |
| Final Delivery | The carrier attempts delivery to the submitted address. | Local conditions, weather and carrier schedules may affect delivery. |
During major holidays, promotional events, severe weather, transportation disruptions or periods of unusually high order volume, delivery may take longer than normal.
4. Tracking Your Order
When tracking is available for your shipment, tracking information may be provided after the order has been dispatched.
Please note that a tracking number may not show movement immediately after it is created. The carrier may need to receive and scan the parcel before the first tracking event appears.
Tracking updates may also pause while a parcel is traveling between facilities or during international transportation.
A temporary lack of tracking updates does not necessarily mean that a package has been lost. If an unusually long period passes without an update, contact our customer service team.
5. Shipping Address Changes
Please carefully review your delivery address before placing your order.
If you discover that the address is incorrect, contact us as soon as possible at service@silkenstone.shop and include your order number.
We can attempt to request an address correction when an order has not yet been processed or shipped, but we cannot guarantee that changes will be possible.
Once a parcel has entered the carrier network, an address change may depend entirely on the carrier's available services and local delivery rules.
6. International Shipping, Customs & Duties
International shipments may be subject to customs procedures, import duties, taxes, brokerage charges or other fees imposed by the destination country.
These charges are determined by local authorities and may depend on the destination, declared value, product classification and local regulations.
Customers are responsible for reviewing the import rules that apply to their destination before placing an international order.
- Customs processing may extend the delivery timeline.
- Local authorities may request additional information.
- Import duties or taxes may be charged separately from the product price and shipping cost.
- SILKENSTONE cannot control the timing of customs clearance.
7. Shipping Delays
Although we work to process and dispatch orders as efficiently as possible, some delays are outside our direct control.
Possible causes include severe weather, carrier congestion, transportation disruptions, customs clearance, incorrect address information, regional restrictions, public holidays, high seasonal demand or unexpected operational events.
If your order appears to be delayed, first check the latest tracking information. If the tracking information does not provide enough detail or the delay appears unusual, please contact us with your order number.
8. Lost or Missing Packages
If tracking indicates that a package was delivered but you cannot locate it, please first check around the delivery location, mailbox, building reception area or other secure places where the carrier may have left the parcel.
You may also wish to contact the carrier directly using the tracking information.
If the package remains missing, contact SILKENSTONE and provide your order number and tracking information so that we can review the shipment.
9. Damaged Packages
We recommend inspecting your package shortly after delivery.
If the package or product appears damaged, please contact us as soon as reasonably possible and include photographs showing the outer packaging, shipping label and affected product.
Clear photographs help us understand what happened and determine the appropriate next steps with the relevant fulfillment or delivery partner.
If a shipment arrives visibly damaged, retain the packaging and product until the issue has been reviewed. The carrier or fulfillment provider may require photographs or additional information.
10. Shipping Fashion Pieces With Delicate Details
SILKENSTONE offers garments featuring pearls, sequins, lace, embroidery, decorative studs, textured fabrics and other statement details.
These pieces may require careful packaging to reduce unnecessary friction or pressure during transportation. When opening your parcel, please handle embellished garments carefully and avoid pulling decorative elements.
For garments made with satin-like fabrics, lace or other delicate materials, we recommend reading the product-specific care instructions before washing or ironing.
11. Undeliverable or Refused Shipments
A shipment may become undeliverable because of an incomplete or incorrect address, refusal of delivery, failure to complete required customs procedures, repeated delivery attempts or other circumstances determined by the carrier.
If a parcel is returned to us, please contact customer service so that we can review the available options. Additional shipping costs may apply when a new shipment is requested because of incorrect information supplied during checkout.
12. Contact SILKENSTONE
If you have a question about your shipment, please contact us using the email address below.
To help us respond efficiently, include:
- Your full name.
- Order number.
- Email address used at checkout.
- Tracking number, if available.
- A short description of the shipping issue.
Email: service@silkenstone.shop
