Help & FAQS

Is your website secure?

Yes, we use the latest security technology and advanced encryption to make sure your order is completely safe. You can buy from THX Silk. with complete confidence.

We also protect your details and never pass on your email address or postal address to anyone else.

Plus, you have the additional protection of our 7-Day Money Back Guarantee. If you’re not happy with your goods, just return them unused in original packaging for a full refund.

How do I know my order has been placed?

When your order has gone through you’ll receive an email from us to confirm your order.

My payment won't go through!

If you're having some trouble with your payment, we do have some tips that usually work, but we're not able to override the actual system to accept payment if it doesn't go through.

Some things you can try that may work include:

1. Make sure all information is correct including credit card number, expiration date, security code, billing address, and zip code if asked.

2. Try using PayPal if you have a PayPal account. Customers can still pay via PayPal guest check out if customers do not have a PayPal account.

3. Try using a different card.

4. Start over with a new order instead of trying to pay for the same order over again.

5. If your payment is still declined, you may need to contact your bank. Occasionally, when purchasing from an online company for the first time, your financial institution will issue a hold on the funds if they are unfamiliar with it.

One thing to keep in mind is that even if your bank approves the payment, our processor may decline it if it does not pass the necessary security checks set up. If you've tried everything else, feel free to reach out to our excellent team of stylists, and we can look into this for you.

What payment methods do you accept?

We accept payment methods like Credit Card, Debit Card, Paypal, and Bank Transfer.

How do I use a coupon?

When you’ve chosen your items and are ready to check out, you’ll go to the Shopping Cart page or checkout page.

Before clicking Proceed to Checkout, you can use your coupon by entering [DISCOUNT CODES] and then click the [Apply Coupon] button.

If you have free shipping coupon, please enter the [DISCOUNT CODES] at checkout page and then apply.

How much is shipping costs?

You may add items to the shopping cart to check on the accurate shipping fee. Customers can also place a test order to verify the total cost.

Do I need to pay sales tax or customs duties?

Items at SilkTHX are listed with prices without customs duties, sales taxes, VAT or any other hidden fees.

However, because of strict customs inspection in some countries, you may be charged customs fees on imported items by the local customs office.

Sorry that we have no control over this and cannot predict what amount might be. You may contact your local customs tax office for details.

Do you ship to PO Boxes or APO/FPO military addresses?
For now, our shipping partners are unable to ship to PO Boxes or APO/FPO military addresses, so you need to provide a street address.

If you provide a PO Box or APO/FPO military address, it will delay the shipment of your items.


Where is my order?

It’s easy to find out where your THX Silk order is. Just click on ‘Your Account’ at the top of any page, sign in, and go to ‘Order History.’ which will show you whether your order has been dispatched, or is still waiting to be sent.

If you can’t find your order on our system, it may be that you didn’t place it successfully. Click ‘View Cart’ at the top of any page to see if your goods are still there. If they are, click ‘Proceed to Checkout’ and place your order.

How can I trace my order?

Once your order has been shipped, we will typically send you a dispatch notification with a tracking number through email. Alternatively, you can log in your account on our website and retrieve the tracking number in “order details.”

You can track the status of your order by visiting respective express company websites.

What countries or regions do you ship to?

SilkTHX ships worldwide to nearly every country across the globe, covering North and South America, Europe, Asia, Africa, Oceania, and more.

We employ the services of major, trusted international carriers to ensure your package arrives at your destination safely and securely.

Please contact us if your destination is not listed.

When will I receive my order?

From the time you place your order to the day you get a knock on the door from a nice delivery person, you're looking at around 3 -10 business days for shipping.

Estimated Receiving Time = Handling Time + Shipping Time

What is your return policy?

Customer satisfaction is essential to us. If there are any problems with our items, please do contact us first. We are always at your service.

To avoid problems, please double check your order details (size, color, style) carefully before you place the order, as our goods are processed according to requirements in your order. All placed orders are subjected under our return policy.

We only accept the return of items in their original condition. For any returns or exchanges, please make sure the items are in their original condition - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair, and with tags and other intact attachments.

Items That Cannot Be Returned:
Customized items (either in custom color, custom size or custom style) are considered final sale items, and may not be returned or exchanged.
Clearance items are considered final sale items, and may not be returned or exchanged.
Accessories are considered final sale items, and may not be returned or exchanged.
Please note that we don’t accept any return or exchange without our prior confirmation.

Color Deviation Issues:
Color charts on our website have been adjusted to represent color swatches accurately, however, color representations vary by monitors. There may be minor differences in color as different fabrics differ in color properties. Please note that if a client is unhappy with her product color, we cannot accept returns and exchanges.

Exchanges
Exchanges are only allowed for items that are defective, wrongly shipped or damaged upon receipt. All items can only be exchanged once for a replacement of the same price; please be aware that we will issue the replacements only after returned items are received.

We do not offer exchanges for items in other conditions at this time. If you purchased your items on silkthx.com and would like to exchange them for a different size or style, you will need to return the items for a refund and place a new order on silkthx.com. (Note: A restocking fee will be charged in such case. Shipping and handling fees will not be refunded.)

Defective, Damaged Or Mis-Shipped Items

For defective, damaged, or miss-shipped items (the item shipped was not the item ordered), the issue must be reported within 14 days upon receiving the shipment. Please provide credible pictures or videos to show the defect, damage or proof of miss-shipment during your return request. Once this has been verified, you can return the items with our authorization. Return shipping fees will be prepaid on your part and reimbursed by us during refund upon presentation of the shipping receipt. (Note: Refunds for the return shipping fees are calculated using the lowest cost shipping method. Items returned via expedited shipping methods will only be refunded an amount equal to the most economical cost shipping method).

You will receive a replacement or the full refund for defective, damaged, or miss-shipped items. For all other returns, shipping and handling fees will not be refunded.

Procedures For Return And Refund

Please note:
Returns must be initiated within 14 days of receiving your order.
Items must be sent to our return address within 7 days after the return request is confirmed. Please kindly email us the return delivery information, including the shipping courier and tracking number. Customers are responsible for all return shipping fees, except for items that are defective, damaged or miss-shipped.
Credit will be processed for the original cost paid for the items and tax, handling fees and other additional fees.
Most credit will be processed within 5-7 business days of receipt of the item, allowing for processing and inspection time.
Credit will only be applied to the original credit card or PayPal account used for the purchase. Your bank or payment service may levy a small transaction charge.
Returning an item(s) may change or void coupon discounts used on your order. If you have used a coupon code in your order and are unsure about your refund amount, please do not hesitate to contact us.
Important Note: For your protection, please send your return/s via a shipping service that can be tracked, such as Registered USPS, FedEx, UPS, DHL or other trackable posts.
Please be sure to keep the shipping receipt, as well as the tracking information associated with the item(s) returned. We cannot guarantee refunds for returns sent via a non-trackable method.

Cancellation and Changes Policy

Our order and shipping systems are designed to send orders quickly and efficiently. It is important to note that our dresses are made to order. The tailoring process begins as soon as an order has been placed.

If you would like to cancel or make changes to your order, please let us know within 24 hours upon placing your order. If you would like to make any changes to your order, please contact us with your requests. Please note that the corresponding fees will be charged based on the changes you request.

For cancellations, please refer to our cancellation policy below for details:

Orders canceled within 24 hours of payment confirmation will be eligible for a full refund.
Orders canceled within 24 to 72 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 70% of the product purchase price.
Orders canceled within 72 to 120 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 40-60% of the product purchase price.
Orders canceled beyond 120 hours after payment confirmation will be eligible for a partial refund consisting of full shipping cost and 30% of the product purchase price.
Once the order has been shipped, cancellation is not allowed.
For items that are not made to order, orders may be canceled for a full refund at any time until the order is shipped. If you would like to cancel your order, please contact us to request cancellation.

Thank you for your interest in THX Silk. We are flattered that you are considering us for your special day! If you have any further questions, please get in touch. We are happy to help!

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