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Customer Service

 

Shipping & Delivery

All orders are shipped from ShangHai, China

Items usually ship within 1-2 working days of cleared payment .

We ship all the items from Hong Kong Post or China Post through air mail,delivery time is about 7-20 days to most UK and USA destination. USA / UK / Australia : 7-20 days, Brazil / South America : may take up to 6-8 weeks due to strict custom Inspection. France / Spain / Germany / Eastern Europe: 7-20 days, may take up to 6-8 weeks due to strict custom Inspection. Please note we do not ship to Vietnam,India,Indonesia,Philippines,HongKong,Macau. If your order is over $100,it also can be shipped by EMS or UPS(also free shipping).We will according to your location,decide using EMS or UPS. If there is any problem,please feel free to contact us.

Privacy & Security

We recognize that your privacy is important. This document outlines the types of personal information we receive and collect when you use Silkwall website, as well as some of the steps we take to safeguard information. We hope this will help you make an informed decision about sharing personal information with us. Silkwall strives to maintain the highest standards of decency, fairness and integrity in all our operations. Likewise, we are dedicated to protecting our customers', conumers' and online visitors' privacy on our website.

Silkwall collects personally identifiable information from the visitors to our website only on a voluntary basis. Personal information collected on a voluntary basis may include name, postal address, email address, company name and telephone number. This information is collected if you request information from us, participate in a contest or sweepstakes, and sign up to join our email list or request some other service or information from us. The information collected is internally reviewed, used to improve the content of our website, notify our visitors of updates, and respond to visitor inquiries. Once information is reviewed, it is discarded or stored in our files. If we make material changes in the collection of personally identifiable information we will inform you by placing a notice on our site. Personal information received from any visitor will be used only for internal purposes and will not be sold or provided to third parties.

This website is directed to adults; it is not directed to children under the age of 13. We operate our site in compliance with the Children's Online Privacy Protection Act, and will not knowingly collect or use personal information from anyone under 13 years of age.

In some cases, we may collect information about you that is not personally identifiable. We use this information, which does not identify individual users, to analyze trends, to administer the site, to track users' movements around the site and to gather demographic information about our user base as a whole. The information collected is used solely for internal review and not shared with other organizations for commercial purposes.

If you do not agree to Silkwall Privacy Notice as posted here on this website, please do not use this site or any services offered by this site. Your use of this site indicates acceptance of this privacy Notice.

Returns & Replacements

Returns are easy! Place the item(s) in the same box you received your order in along with a copy of your
order, or order number and name and address, pay for return shipping and send! It's that fast and easy!


Send returns to:
Silkwall Online
Returns
9 Kingsboro RD, Thornhill, Ontario, Canada L3T 6T1

We stand behind our products 100% and guarantee that every item we sell will give you complete satisfaction or you can return it for a full refund. We strive to provide outstanding quality, value and service and will do everything in our power to make your purchase an enjoyable, convenient and pleasurable experience.

If you are not happy with your purchase, you may return your items within 30 days for a full refund. Original shipping and handling charges (if applicable), are non-refundable. Return shipping charges are the responsibility of the customer. However, these return shipping charges do not apply to products with manufacturers defects prior to leaving our shipping department.

We, like you, are shoppers and fully realize that sometimes items are not what you thought they were going to be when ordered ...colors, texture, size, etc. and are happy to make sure you are completely happy with your order.

However, we reserve the right to refuse all refunds (at our discretion) for the following reasons:
if the product(s) have clearly been worn and used... i.e. food stains, perfume smells, tears, rips or other signs of use and abuse that were clearly not on the item(s) when shipped. In the very rare instances such as this, we will not refund nor will we return the item(s) until return shipping payment is received. We also reserve the right to cancel any order we deem necessary to anyone for any reason. You will be notified as to our reasons for making that decision.

If an item is found to be defective upon receipt from our store, we will be happy to exchange that item at no cost to the customer. Please return the item via USPS FIRST CLASS mail with delivery confirmation ONLY. We will not refund any shipping charges over those costs.

If you cancel your order, shipping and handling costs will not be refunded if the item has already shipped from our company.

We are happy to offer free gifts from time to time. For purchased items returned for credit, the free gift(s) received must also be returned. If the free gift is not returned, retail price will charged (for instance, a wine bag - $3.95, etc.) and taken out of the refund credit amount. For exchanges, there will be shipping charges applied to the purchase credit card to return the new, exchanged item to you.

How long before I received my refund?
Although we will do everything in our power to credit back your credit card ASAP after receiving your return, please allow 7 business days from the day we receive your package for it to be credited or an exchange made.

Do you charge a restocking fee?
No, we do not charge a restocking fee at this time. However, on ALL ORDERS REFUSED AT DELIVERY AND RETURNED to us... for any reason... there will be a 15% service fee charged... plus, any applicable shipping fees that are normally not refundable.