FAQ

Q: What is Silky London?
Silky London is an online women’s fashion and lingerie store offering elegant lingerie, sleepwear, loungewear, and carefully selected wardrobe essentials. We focus on feminine style, comfort, quality, and an effortless shopping experience.

Q: Where is Silky London based?
Silky London is an online-only store, allowing us to offer our collections to customers across different locations while keeping our products easily accessible.

Q: How can I contact Silky London?
Our customer support team is here to help with questions about orders, products, shipping, returns, and more.

Email: support@silkylondon.com

Customer Support Hours:
Monday – Friday, 9:00 AM – 5:00 PM

We aim to respond to all customer enquiries within 24 hours.

Orders, Pricing & Payments

Q: How are product prices displayed?
All product prices are clearly displayed on the relevant product page. Shipping charges, where applicable, are calculated and shown at checkout before you complete your purchase.

Q: What payment methods do you accept?
We accept secure payments through major payment providers, including:

  • Visa

  • Mastercard

  • PayPal

  • Apple Pay

  • Google Pay

  • Shop Pay

All payments are processed through secure and encrypted payment gateways.

Q: Can the price change after I place an order?
No. Once your order has been successfully placed, the total amount confirmed at checkout will remain unchanged.

Shipping & Delivery

Q: How long does delivery take?
Orders are generally processed within 1–3 business days.

Estimated delivery times are:

  • Domestic: 4–7 business days

  • International: 7–14 business days

Delivery times may vary depending on your location and carrier. Please refer to our Shipping Policy for complete details.

Q: How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to track your package.

Q: Can I change or cancel my order?
If you need to make a change or cancel your order, please contact us as soon as possible. We will do our best to assist you, but changes may not be possible once an order has entered processing or been shipped.

Returns & Refunds

Q: What is your return policy?
We accept returns on eligible items within the timeframe specified in our Return & Refund Policy.

For hygiene and safety reasons, lingerie, underwear, and intimate products may have specific return restrictions. Please review our Return & Refund Policy before sending an item back.

Returned items must meet the applicable eligibility requirements, including being unworn, unused, and in their original condition and packaging.

Q: How will I receive my refund?
Once your return has been received and inspected, approved refunds will be issued to your original payment method.

Please allow additional time for your bank or payment provider to process the refund.

Product Information

Q: Are your product images and descriptions accurate?
We make every effort to ensure that our product images, descriptions, measurements, and sizing information accurately represent each item.

Please note that colors may appear slightly different depending on your screen or device settings.

Q: How do I choose the right size?
We recommend checking the size guide provided on each product page before placing your order. If you are unsure about your size, please contact our customer support team for assistance.

Q: What if an item is out of stock?
If an item is unavailable, it will be marked as Out of Stock on the product page. Popular styles may be restocked when available, so we recommend checking back regularly.

Privacy & Security

Q: How does Silky London protect my personal information?
We take your privacy and security seriously. Customer information is handled through secure systems and appropriate security measures.

For more information about how your information is collected and used, please see our Privacy Policy.

Q: Is my payment information secure?
Yes. Payments are processed through secure payment gateways designed to protect your payment information during checkout.

Store Policies

Q: Where can I find your store policies?
Our key store policies are available through the website footer, including:

  • Shipping Policy

  • Return & Refund Policy

  • Privacy Policy

  • Terms & Conditions

We believe in keeping our policies clear and transparent so you can shop with confidence.

Still Have Questions?

If you can't find the answer you're looking for, our customer support team is happy to help.

Email: support@silkylondon.com

Thank you for choosing Silky London — where elegance meets comfort.