Customer Service

Delivery

About Us

FAQs



Account


Q: How to retrieve my login information?

A: If you forgot your password, please click “My Account” on the home page, and then come to “Forget your password?”. The new password will be sent to your registered e-mail.

If you forgot your registered e-mail, please contact our customer service staff.

 

Q: How to modify the account information?

A: Click "My Account" on the home page, and then sign in to your account to modify your personal information.

 

Q: How to check the order history?

A: Click “My Account” on the home page, and then come to “My Orders”. You can check the order history by order number, recipient name, purchase date, payment status, shipping status.



Product


Q: Is your product 100% silk? How to tell?

A: We use only 100% mulberry silk in our pajamas, nightgowns, robes and under wears. To tell the difference between real silk and an artificial one, just burn the edge of the fabric. Real silk doesn’t come up with a flame and smells like burning hair. The ash generated turns into tiny black particles that can be crumbed readily with fingers. While artificial silk burns with a flame and smells like burning plastic, then hardens in bumps on the edge of the fabric.

 

Q: Is there any color shading?

A: Due to some objective factors, such as the monitor, camera, exposure, and so on, color shading is unavoidable in online shopping. Sometimes, what you get is not what you see. For that reason, we photograph the products in various positions to make it close to the original color. We promise to do everything possible to reduce color shading.

 

Q: What size should I buy?

A: Our products are made in strict accordance with the international size specification. You can choose your usual size. If you are not sure about it, please email the related information to our customer service staff. We are glad to help you find the right size.

 

Q: What does “momme” mean?

A: Momme (usually shown as “mm”) is a measuring unit developed by the Japanese. Momme weight is a standard way of measuring the weight of silk as well as a common way to measure pearls. To standard for measuring momme weight is by using a piece of fabric that is 100 yards long and 45 inches wide. If that piece of fabric weighs 19 pounds, then the momme weight of that silk is 19. Higher momme weight means that greater amount of silk is used in the weaving process and that the fabric is more durable.

 

Q: What is the difference between your products and the like products?

A: All our products are handmade by a group of skilled workers, who had been given professional pre-post training. Edgeless seam is the unique sewing technique adopted by EXTRASILK, which makes the edge of the apparel smooth and lessens the irritation and friction of the sewing to the skin.

 

Q: Is there any color fading or shrink?

A: No. we pre-wash each and every piece of clothes we make to prevent silk cloth from shrinking in wash. This pre-wash is a special technology unique from us, which enable our garments washable in water. With this special treatment, now you can go without dry cleaning. We use only environmentally friendly dyestuff in silk products. The dyestuff is mostly from plants and flowers. There is no color fading in our products. Warm tips: do not put it under the blazing sun for a long time.

 

Q: How to care for the products?

A: See CARE INSTRUCTIONS in every product introduction.

 

Q: How to choose the right size for me?

A: Please refer to the size chart as shown in the website.

In case you still can not determine the size, just leave us your measurements (bust, waist, hip and height); our tailor shall choose the right size for you.



Orders


Q: Is the order confirmed when I got the “order details” email?

A: Yes. When you finished checking at the third-party-managed payment system, you will get an “order details” email from us, which means we have received your order and are preparing it for shipment.

 

Q: Can the order be canceled or modified?

A: Any order can be modified and/or cancelled within 6 hours after placement. However, after the 6 hour period no modifications on cancellation are accepted. Our garments are made to order, thus after the 6 hour period, work has already begun on the initially ordered garment. If desired, please contact our customer center for more information.

 

Q: How do I know the order is shipped?

A: We will send you a shipping notification to your registered e-mail when the order is shipped. Usually the order shall be shipped ex factory within 3 business days after its confirmation. Besides, you can check the order status through “My Orders” after signing in your account.

 

Q: How to track my order?

A: If you receive the shipping advice email from us, use the shipment number on the shipping advice to track the order.

Air parcel post: Go to the destination country postal service website.

For example, United States order tracking website is https://www.usps.com/.

Express Service DHL: Go to http://www.dhl.com/en/express/tracking/shippers_reference.html

In case of Express DHL, enter shipper's Reference Number (the shipment number on the shipping advice), then complete the “Date range for shipment-From” boxes accordingly by using the dispatch date on the shipping advice. Then a new tracking number (appears as Waybill Number) is assigned to your order automatically. Use this new number to track your order status.

 

Q: Does my order have insurance?

A: Yes. All our products have insurance, which covers the range of lost and damage.

 

Q: Is there a way to expedite delivery of an order?

A: Yes, if the order is for a special occasion; please notify our customer service (email: service@extrasilk.com), we shall advance the production of your order at our very best.

 

Q: Why is my order still pending for delivery? Why does it take so long to ship my order?

A: Normally, we don’t keep inventory. All orders are made upon receipt. Usually it takes 1-3 business days for an order to be produced. More time is needed for large orders and custom garments. Once an order is shipped, a shipping advice shall be emailed to the customer promptly.



Payment


Q: What payment methods can I choose?

A: The available payment methods are Credit card, PayPal. In some countries, the local currencies and credit card are accepted. In other regions, only US dollars with Visa or MasterCard are accepted.

 

Q: Do you accept C.O.D.?

A: No, C.O.D. is not accepted at present. We apologize for any inconvenience.

 

Q: How to use Paypal to pay?

A: To checkout with Paypal, simply select the Paypal payment option. If you have a Paypal account, input your Paypal account email and password in the right side of the page and finish checking. If you do not have a Paypal account, you can still use PayPal to pay by using a credit card or debit card.

 

Q: What can I do if I can not make the payment successfully?

A: You may try again by going back to “My Account”, find the pending order and continue the payment process by clicking into “check out”. 

Or, you can contact our customer service (email:service@extrasilk.com); let us know the details of your order and your shipping choice. We shall send you a bill to settle the payment through Paypal.

 

Q: Why the order is still unconfirmed when I have got the “successful payment” email?

A: The order status is modified by our customer service staff. The regular working hours are 9:00-17:30 HK time every day. Therefore, sometimes your order status can not be modified in time.



Shipping


Q: What are the available shipping methods? How soon can I get my order?

A: All orders are shipped within 3 business days of receipt---the time needed to produce the order. More time is needed for large orders and custom garments.

You can calculate delivery estimates by taking the processing time for your order and adding the transit time based on the shipping method you’ve chosen.

 

We offer a choice of two shipment methods:

1). Free worldwide shipping via registered air parcel post on packages weighing less than 2kg. (4.4 lbs.) For larger orders, multi packages are sent.

Air parcel post usually takes between 10 to 15 working days to Europe, North-America and Australia. Several more days are needed for packages destined for other regions.

 

2). US$20 per package, flat rate express service regardless of size and weight.

Packages are usually delivered worldwide in 4-5 business days.

 

Q: Can I ask for gift wrapping?

A: Yes. Gift-wrapping is available for free. Besides, you can leave gift message and we will make an exquisite card with your message on. The card will be wrapped and delivered with the product.

 

Q: What should I do if my order is past the estimated delivery date?

A: First, we apologize if your order does not arrive within the estimated delivery date. All our products are trackable. If your order is delivered by express service, you can track your order at the corresponding express website by entering the tracking number. If delivered by air parcel post, please contact the local post office to confirm order status. If the local post office can not track your order, please contact us, we will request a transnational tracking and reply to you as soon as possible.

 

Q: Can the order be shipped to my country?

A: Our products can be shipped to more than 200 countries in the world. Where there is a post office, there is within EXTRASILK’s delivery.

 

Q: Do I need to pay duties?

A: No. Essentially all small packages sent internationally are duty free in every country (99% worldwide), however if you are charged duty by your local customs office upon the pickup of goods, please contact our customer center within 14 days after receipt. We will gladly refund the amount of duty paid with in-store credit. Please note, upon contact with our customer center in this regard, the necessary documentation and proof of duty paid will be requested.

 

Q: Can the order be shipped to a P.O. Box or APO/FPO Address?

A: Air parcel post can deliver the order to P.O. Box address. However, the orders cannot be shipped to APO/FPO Address at present. We apologize for any inconvenience.

 

Q: Can the order be delivered to different addresses?

A: Yes. The order which contains several products can be delivered to different addresses. But you need to pay for the shipping cost for each delivery.



Returns


Q: How to return goods and get refund?

A: We offer a 100% satisfaction guarantee. If for whatever reason you are not satisfied with your purchase after receipt, you may request for replacement or refund (within 30 days).

 

The return process is as follows:

1. Contact the customer care center to get an return authorization number (RMA).

2. Return the item in its original condition, including all its original accessories.

 

Please note:

1. To qualify for the return of an item, the item should be unwashed and undamaged.

2. Enclose a copy of the shipping bill or order number, return authorization number (RMA) and reason(s) for return.

3. We recommend that you send by registered air parcel post and obtain proof of postage as EXTRASILK cannot accept responsibility for items which fail to reach us.

 

If the above requirements are met, EXTRASILK will refund the total cost of goods returned to your cards or paypal, along with the the cost of return postage as EXTRASILK credit.


If there are any questions, Please contact us. (Tel: +86-756-3339300; Email: service@extrasilk.com)

 

Q: How long can I get the refund?

A: We will return the total payment to your payment account and the shipping cost for returns if needed to your account at EXTRASILK as soon as we got the returns. In most cases, you will get the refund immediately. Sometimes there may be a delay. We assure you that the refund will be in your account in 7 working days. We will email the detailed information to you when we return the money. If there is a problem, please feel free to contact our customer service staff. (service@extrasilk.com)

 

Q: How long does it take to receive a replacement?

A: Production of a replacement order shall only begin upon receipt of the returned merchandise. As in case of new order, replacement takes 3 to 7 days to produce. Then it takes 10 to 20 days shipping – in case of postal parcel. You may choose to pay extra for an express service like DHL for just 5 business days.



Privacy & Security


Q: Are my personal information and payment secure?

A: We are committed to respecting and protecting your privacy. We do everything possible to make online shopping a safe and convenient experience. All your personal information is protected by our SSL* Treaty which fully encrypts all of your personal data (name, address, credit card number) and protects it from being found by anyone over Internet. We promise not to sell, rent or disseminate your personal information to third parties in any way. As for payment, we use a third-party-managed payment system, which owns more than 150 million accounts globally. Though the shopping process is going through our website, when you are checking out, you have already left our site and entered payment system. The payment system will encrypt your credit card information to ensure the security and confidentiality of online payment. Therefore, we have no access to your credit card information and you don't need to worry about your credit card information being revealed to third parties. 


* SSL is short for “Secure Sockets Layer”, and refers to a network protocol developed originally by Netscape for secure web browsing.

 



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