Customer Service

Customer Service – We're Here to Help

At HeSilky, your satisfaction is our top priority.
Whether you have a question about your order, need help with returns, or simply want to learn more about our products — we’re here to support you, every step of the way.

💌 Contacting Our Support Team

Email: hello@hesilky.com
Our team is available Monday to Friday, from 9:00 AM to 5:00 PM (Eastern Standard Time).

We respond to all inquiries within 24–48 business hours, excluding weekends and public holidays.

📦 Orders & Shipping

  • Order confirmation: You will receive an email confirmation as soon as your order is placed.

  • Processing time: 1–3 business days.

  • Delivery time: Standard delivery takes 7–12 business days (depending on destination).

  • Tracking: You will receive a tracking link by email once your order ships. If you haven’t received it, please check your spam folder or contact us.

🔁 Returns & Refunds

We want you to love your purchase. If something’s not right:

  • You have 14 days from the delivery date to request a return.

  • Items must be unused, in original condition and packaging.

  • Refunds are processed once the return is received and inspected.

  • To initiate a return, contact us at hello@hesilky.com with your order number and reason.

See full Return & Refund Policy

❓ FAQs

Here are answers to common questions:

Q: I haven’t received my order. What should I do?
A: Check the tracking link in your shipping confirmation. Still no update? Email us — we’ll help right away.

Q: My product arrived damaged or defective.
A: We're so sorry! Please send a photo and your order number to hello@hesilky.com. We'll send a replacement or refund.

Q: Can I change or cancel my order?
A: If your order hasn't been processed yet, we may be able to make changes. Contact us as soon as possible.

🤝 Business & Press Inquiries

For wholesale, brand partnerships, or press inquiries, please email us directly at:
hello@hesilky.com
Subject line: Business Inquiry

🌍 International Customers

We proudly serve customers worldwide. Please note that shipping times, customs, and duties may vary based on your country. If you have any questions specific to your location, just reach out.

❤️ Our Promise

At HeSilky, we believe in honest service, transparent policies, and putting customers first.
If you’re not satisfied — we’ll do our best to make it right.

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