Silk Naturals FAQ
Where’s my order? Did you ship it? Can I have a tracking number? When will it get here?
If you haven’t seen your package arrive and
it has been 2
weeks for US orders or 6 weeks for International orders, and you've
checked with your local post office, then email us so we can make sure
you get the items that you ordered. We ship every package
with insurance and we cannot make a claim on our insurance until the
appropriate amount of time has elapsed. We want to make sure you
get your items...and that you're happy, and that you come back.
Please be sure to include
your order number and address information in your email so we can look
it up in our records.
I’m having trouble checking out. My credit card/Paypal account doesn’t seem to be working correctly.
If you have another issue please contact us, and be as detailed as you can. Please let us know about what happens when you click, or if you see any error messages. That helps us help you faster.
can’t redeem my
You have to have 100 points to redeem them.
When you have enough points a little box
appears and lets you redeem them. If you
don’t have enough points you won’t see that box.
Where did XYZ product go?
If it’s off the site it means that it’s out of stock. We make every effort to make sure that we have everything available to you all the time, but sometimes that’s not possible. Usually if an item is out of stock it’s because we’re waiting on a new shipment of a certain ingredient. It takes about a week to restock a product if we’ve run out of one of the ingredients. If something is off the site for longer we make a formal announcement on the forum.
Every single week we make a Gift with
product. Usually it’s an eye shadow, but
it could be just about anything. If you
spend $10 you get it for free. So if you
get a package and there’s a little jar of eye shadow in there that you
order- it’s our gift to you.
me for putting this here, but I know it's a question on every new
person's mind and I can't think of a better place to put it.
We don’t offer samples of eye shadows or
they’re evil. Can you imagine putting little
tiny scoops of eye shadow into fiddly little plastic bags all day long?
Trust me, they’re
evil. If we put them in jars we’d have to charge
you at least $2 for them, and it defeats the purpose of sampling- ie
paying a small
amount of money for a small amount of product.
Also, we’d have to pay someone to make them all day every
eventually that cost would be passed along to you in some way.
Or, as in the case of most companies that
offer eye shadow samples- our shipping would slow down dramatically
takes a lot of time to get all of the samples together and ship them to
So, in order to avoid carpel tunnel
syndrome, be able to
offer you really fast shipping, good prices, and let you feel free to
chance on a color we just take take back any color that you don’t love .
It’s a much much much better win/win for
Why do you limit samples?
Again, that’s for everyone’s benefit. We understand that sometimes you’re ordering for your Mom or your friend, and we’re not terrible sticklers for the rule. We do lose a little money on samples, and ultimately it costs you more money gram per gram to order lots of sample rather than the full size product, so that’s why we limit it.