Last Updated: 20th November, 2019

Your Orders

• How can I order without a MySilkway account?

  You can place an order without a MySilkway account.

  You'll need to verify your mobile number at checkout. When you've entered your number, we'll send you a verification code you'll need to use in order to proceed with your order.

  Please bear in mind that when you confirm your order with your mobile number, a MySilkway account will be automatically created for you.

  This means that you'll be able to contact our customer service team should you have any concerns or queries regarding your order.

  TIP: Never miss out on exclusive and limited time offers! Register a MySilkway account before proceeding to checkout.

• How to place orders?

  Visit our Shopping Guide for simple step by step instructions. Or have a look at our Youtube Channel for video tutorials.

• If I add an item to my cart, will it be reserved for my order at checkout?

  For our Flash Sale items, we reserve them for you when you hit the [CLAIM!] button. Items claimed will be reserved for checking out for up to 15 minutes.

  For other items, adding them to your cart doesn’t guarantee that they will be reserved for you at checkout. When you start the [CHECKOUT] process, your item will be reserved for checkout for up to 15 minutes. However, after 15 minutes your items can be subject to changes to in stock and price.

  A reservation timer on the checkout page will show you the remaining time before your reservation expires. Make sure you complete your checkout before it expires for guaranteed stock and price.

• Can I change the Recipient Address after placing my order?

  Sorry, after an order has been confirmed, we cannot change the Recipient Address.

  If you'd like to change your Recipient Address for future orders, here's what you need to do:

  Log in to your Account > Go to [MY ACCOUNT] > Click on [MY PAYMENT & ADDRESS]

  You can edit the default billing address & recipient address and also add or edit address(es) in the address book.

• How do I know when my order has been confirmed?

  If it's your first time placing an order with us, before confirming your order, you'll need to verify your mobile number at checkout. We'll send you a verification code for you to enter. Your order and payment will be automatically cancelled if you are unable to verify your number.

  After the checkout process has been completed, you will be taken to an order summary page. This lets you know that your order has been confirmed.

  In addition to this, we'll send you an email letting you know that your order has been confirmed. Here are the details that your confirmation email will contain:

  • Your Order ID
  • Order summary
  • Your recipient and billing addresses
  • Link to your account's [MY ORDERS] page. You can check out your order's status at this page at any time.

• Can I cancel an order?

  If your order is still on the "New Orders" page, depending on your payment method, you still may be able to cancel it. Here's what you need to do:

  Step 1: Login to your Account > Go to [MY ACCOUNT] > [MY ORDERS]

  Step 2: Find your order under "New Orders" section and click [CANCEL ITEM]

  Step 3: A box will pop up that contains your order's items. Just select the quantities that you wish to cancel and select your cancellation reason.

  Step 4: Click [Cancel Item] inside the box and review the cancellation list.

  Step 5: Click [Confirm] to confirm your cancellation.

  We're not able to cancel orders paid via 3D-Secure credit cards.

  Once the status of an order is "Preparing" or "Delivering", we will not able to cancel your order.

  For further details on payments, refunds and returns, please refer to Sections 5 and 6 of our Terms & Conditions of Sale.

• I've received my order but it's missing item(s), what should I do?

  Please note that items ordered may be shipped and sent separately. You may not receive all your order's items at the same time. Please refer to the shipment invoice attached to your order's packaging to confirm if items are missing.

  If you are sure items are missing, please submit an order support ticket in [MY ORDERS].

  Step 1: Login to your Account > Go to [MY ACCOUNT] > [MY ORDERS]

  Step 2: Check the Fulfilment ID or the courier tracking code printed on your parcel label and find order listing with the same details by opening [TRACKING] in "Current" > "Delivering Orders" or "Completed" page

  Step 3: Click [SUPPORT] under the corresponding order list and select support type "Item(s) not arrived / Missing from package", and select the item(s) and quantity which are missing

  Step 4: Click [SEND]. A support case ticket reference will be given to you and can be used for future reference in correspondents

  Each case will be assessed promptly and independently, to ensure we can investigate your issue and get back to you as soon as possible, please do not submit more than 1 support request per incident.

  We offer full refund or replacement. Please refer to our Returns Policy for full details.

• I received the wrong item(s), what should I do?

  We are more than happy to help. Please submit an order support ticket in [MY ORDERS].

  Step 1: Login to your Account > Go to [MY ACCOUNT] > [MY ORDERS]

  Step 2: Check the Fulfilment ID or the courier tracking code printed on your parcel label and find order listing with the same details by opening [TRACKING] in "Current" > "Delivering Orders" or "Completed" page

  Step 3: Click [SUPPORT] under the corresponding order list and select support type "Item(s) not as described", and select the item(s) and quantity which are affected

  Step 4: Click [SEND]. A support case ticket reference will be given to you and can be used for future reference in correspondents

  Each case will be assessed promptly and independently, to ensure we can investigate your issue and get back to you as soon as possible, please do not submit more than 1 support request per incident.

  We offer full refund or replacement. Please refer to our Returns Policy for full details.

• I received damaged / defective item, what should I do?

  We are more than happy to help. Please submit an order support ticket in [MY ORDERS].

  Step 1: Login to your Account > Go to [MY ACCOUNT] > [MY ORDERS]

  Step 2: Check the Fulfilment ID or the courier tracking code printed on your parcel label and find order listing with the same details by opening [TRACKING] in "Current" > "Delivering Orders" or "Completed" page

  Step 3: Click [SUPPORT] under the corresponding order list and select one of the following support type:

  • Arrived damaged
  • Arrived not working

  Step 4: Select the item(s) and quantity which are affected

  Step 5: Click [SEND]. A support case ticket reference will be given to you and can be used for future reference in correspondents

  Each case will be assessed promptly and independently, to ensure we can investigate your issue and get back to you as soon as possible, please do not submit more than 1 support request per incident.

  We offer full refund or replacement. Please refer to our Returns Policy for full details.