Customer Service

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About Us

TERMS & CONDITIONS


The following terms and conditions are trade contract which shall apply to customers from over 190 countries and regions using or purchasing items from extrasilk.com (hereinafter “we”), a website administered by EXTRASILK Garment Co., Ltd. When using or purchasing items from the site you are considered to be in agreement to the terms of this document, so please understand fully the following terms before using this site. We reserve the right to modify these terms and conditions from time to time without notice to you.

 

Conformity of Goods

EXTRASILK takes every care to ensure that descriptions and specifications of products within the website are correct. Whilst color representation is a close representation, we cannot accept responsibility for color variation caused by computers and/or browsers. In addition, all items are handmade and small variations and imperfections are by nature apparent in such goods.

 

Registration

For a first-time order, you shall first register, namely, fill in personal details such as name and address. Or you can complete the membership registration after picking up a product and adding it to a shopping cart. Customers should take good care of membership ID and passwords. Moreover, customers should bear the consequence of any misuse of member ID and passwords.

 

Delivery

We should not be responsible for any order that cannot be delivered through the shipping address as specified by the customers. However, we should check the shipment for you and have it returned back to us as much as we can. If you would like to have the order re-shipped, then you should pay the actual, full price of the shipping costs.

 

Shipping Information

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.

 

Please note: There may be rare occasions of delay due to the holidays and holdups at the destinations' customs offices. We are not responsible for such incidents; however we would like to show our concern and by offering a 15% in-store credit to customers who experience a delay of more than two weeks.

 

Customs & Duty

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 documentationand proof of duty paid will be requested.

 

Payment and Security

We accept the following payment methods:

1. Credit Cards: Visa and MasterCard.

Only accept five currencies: USD, GBP, EUR, AUD, CAD. If you would like to pay with other currencies, please choose the second payment method.

 

2. PayPal:

● For those who have owned the PayPal account

● Cards through PayPal: Customers who don't have a PayPal account can still use PayPal to pay by using a credit card or debit card.

 

A Few Words On Payment Security

Given that we use a third-party-managed payment system and that the entire process of shopping and payment is secured by , we do not have access to your credit card information. In fact, credit card companies / banks police the online payment for security and confidentiality spontaneously. If you wish to learn more about credit card security, contact your credit card issuer directly.

 

We do everything possible to make shopping online a safe and secure experience.

 

All your personal information is protected by our SSL* Treaty which fully encrypts and protects all of your personal data (name, address, credit card number) so that they can not be found by anyone over Internet.

 

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

 

Cancellation

An order is put in motion 6 hours after placement. If requested, cancellation of an order should fall within these 6 hours. Be advised that no cancellations are accepted after this period, due to the made to order nature of our handmade garments.

 

Returns

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)

 



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