Do you offer gift wrapping or gift notes?
Yes, we offer a gift-wrapping service and can add a personalized note upon request.
Which countries do you ship to?
Our website in the U.S. offers free shipping within the United States. We also provide delivery to Canada, with additional customs fees and shipping charges applied for Canadian orders.
Do I have to pay customs duties or fees if my shipping address is outside the U.S.?
For orders shipped to Canada or other countries, additional charges may apply for duties, customs processing, and freight.
How do I track my orders?
For orders shipped to Canada or other countries, additional charges may apply for duties, customs processing, and freight.
Can I place an order with express delivery?
For orders shipped to Canada or other countries, additional charges may apply for duties, customs processing, and freight.
What might cause a delay in processing my order?
• Incorrect, incomplete, or outdated address information, preventing the carrier from delivering your package.
• Unexpected circumstances such as issues at the local post office, postal strikes, customs delays, or adverse weather conditions.
• Time required by the carrier to register and process your package, which may take 1–2 business days and affect tracking status.
• National holidays in both your region and ours may also lead to order processing delays.
How do I change the shipping address?
Please email us at silkpapilio@gmail.com with a “change of address” request.
How can I change the delivery address?
Please email us at silkpapilio@gmail.com with a request for an “address change.” Typically, we can update the delivery address only until the item has been shipped. To ensure correct delivery of your package, make sure your address is complete and accurate, including apartment, suite, or room numbers. Please note that we cannot cancel an order after it has been shipped. We recommend tracking your order status to ensure its receipt.
Is it safe to order from your website?
Yes, it’s completely safe to order from our website. We use reliable payment gateways that protect your personal and financial information. All transactions are encrypted using modern security technologies to safeguard your data. We strictly follow all privacy and security standards, so you can be confident in the safety of your purchases.
How can I be sure of the quality of your products?
We take pride in offering products made from only the highest quality natural Chinese silk. Each piece undergoes rigorous quality control to ensure durability, softness, and beauty. We aim to build long-term relationships with our customers and strive to create an experience that keeps you coming back.
Where is your product made?
Our products are made in China, where skilled artisans create them using natural silk, preserving the tradition and quality of this unique material.
What does “Momme” mean?
Momme (mm) is a unit of measurement for silk density, which defines its weight and durability. The higher the momme count, the denser, more durable, and higher quality the fabric is. High-momme silk is more wear-resistant and feels luxurious, making it ideal for long-term use.
How do I cancel my order?
To cancel your order, please contact us as soon as possible at silkpapilio@gmail.com. Please note that once the item has shipped, we cannot cancel the order.
Why haven’t I received a shipping confirmation email for my order?
Our system automatically sends a shipping confirmation email after your order has shipped. If you haven’t received it, you may have entered your email address incorrectly, or the email may have gone to your spam folder. It usually takes 1–2 business days to process your order before shipping. If you haven’t received a shipping confirmation within 2 business days of placing your order, please contact us at silkpapilio@gmail.com for assistance.
My package is missing. Help!
We are not responsible for lost or stolen packages if the courier marked the package as “delivered.”
Why was my payment declined?
Your payment may be declined for several reasons, including:
• Insufficient funds: Your account may not have enough funds to complete the transaction.
• Errors in card details: If incorrect card information, such as the number, expiration date, or security code, was entered, the payment might be declined.
• Bank block: Your bank or payment system may block the transaction for security reasons, especially if it seems suspicious.
• Technical issues: Temporary disruptions on the part of the payment gateway or your bank may also lead to a decline.
If your payment was declined, we recommend checking your card details and, if necessary, contacting your bank to find out the reason.
How do I wash silk?
To maintain the softness and shine of silk items, we recommend hand-washing in cold water with a gentle detergent. Avoid soaking and vigorous rubbing. If using a washing machine, select a delicate cycle and place the item in a laundry bag. Do not wring or twist silk; gently blot it with a towel and lay flat to dry away from direct sunlight.
How do I smooth out wrinkles on silk?
A steamer is ideal for gently smoothing out wrinkles on silk. Hold it a short distance from the fabric and apply the steam gently, allowing the silk to relax under the soft heat. This delicate approach preserves the material’s natural sheen and texture.
How can I change items in my order?
To make changes to your order, please contact us as soon as possible at silkpapilio@gmail.com. Please note that changes are not possible after the item has shipped, so we recommend acting quickly to ensure the best shopping experience.
How long will it take to receive my order?
Processing usually takes 1–2 days, and shipping takes about 4–6 business days for most countries. Please note that delivery times may vary based on your location and the chosen shipping method. We will do our best to deliver your order within the specified time frame.
Why is my tracking number not working?
When we ship your packages, there may be delays in updating the tracking information by the carrier while your package is en route. The data will update once it reaches the next sorting facility. It may take a few days before you see tracking activity after your order ships. If tracking information is still unavailable after a few days, please email us at silkpapilio@gmail.com. We will respond within 24 hours and check your order status.
Why haven’t I received my refund yet?
Refunds may take some time due to several factors. Typically, the refund process takes 5–28 business days from the time we process your request. Additionally, the time to receive the funds may depend on your payment system or bank. If you haven’t received your refund within this timeframe, please contact us, and we’ll help you investigate the situation.
What if my question isn’t covered in this section?
If you haven’t found the answer to your question in the FAQ section, please don’t hesitate to contact us directly. We’re always here to help! You can email us at silkpapilio@gmail.com, and we’ll do our best to respond as quickly as possible. Your questions are important to us, and we appreciate the opportunity to assist you.