SN FAQ and Info

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Silk Naturals Information Center

Click Here for Information about our Products
Payment
We accept major credit cards through Paypal. You do not need a Paypal account to pay with a credit card from our site- it will just process it. We don't accept checks, money orders. The best way to order is through our secure web site. We cannot process orders over the phone. If you are having difficulty with your payment please contact Paypal for the fastest service. We don't have any input with your bank or Paypal 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.
Shipping
We ship orders every Monday, Wednesday, and Friday. All orders generally ship within 2 business days, and the shipping cutoff time is 9:00 am EST. So if you order early Monday morning your order should ship Monday afternoon. We are happy to ship your order to an address that is not your billing address. All orders are shipped via the US Postal Service with insurance included. US orders generally arrive within 7 days. We welcome APO/FPO orders! International shipping times vary. Most orders arrive within 2-3 weeks. Please allow up to 8 weeks to receive your order. We ship to every country that Paypal serves EXCEPT: Italy, the Philippines, Turkey, Indonesia, China, Greece, and Mexico You are responsible for all local taxes and customs charges. We cannot mark packages as a gift or undervalue them on the customs form. It is illegal. If a package is returned to us because you did not pay the customs fees when it arrives in your country we reserve the right to charge a 20% restocking fee for the items. Canceled orders may be subject to a $5 cancellation fee. PLEASE make sure the address that you provide us with is correct. Anyone giving us the incorrect address may be charged a small reshipping charge if the package is sent back to us. Shipping prices are determined by the weight of the package, and the destination. The cart will give you an accurate quote. You can find out the status of your order, and Delivery Confirmation number by logging into your account. The delivery confirmation number will also be emailed to you when your order ships. We do not offer expedited shipping.
SN Perks
Every week we make a new Gift With Purchase, and it's yours if you spend over $10. They are limited edition, multi-use, and Vegan unless otherwise noted. Free Loose Powder Eye Shadow or Lip Balm for every $35 you spend (including discounts, and shipping. This means the grand total of your order must be at least $35) Free Shipping on US orders over $125 Points and Rewards for every purchase What is the Points and Rewards Program? The Silk Naturals points and rewards program is designed to reward frequent customers. For ever $1 you spend (not including tax or shipping) you receive 1 point. $100 product value= 100 points Value of points earned: $5.00 It's automatic- there's no club to join. Redeeming them is easy- just use them at checkout. What are the conditions of the Points and Rewards Program? Shopping Points are only available to registered Silk Naturals customers. Shopping Points Reward can only be collected and used with online purchases, and are only valid at Silk Naturals. Points are non-refundable and can't be transferred between members. Shopping Points are non-transferable or exchangeable for cash under any circumstances. Shopping Points will not be refunded for any cancelled order. Points redeemable for products only- they cannot be used to pay for tax or shipping. When calculating the amount of points earned, shipping fees and taxes are excluded. Please note, we reserve the right to make changes to this policy at any time without prior notice or liability.

Returns
We do accept returns for store credit on all of our full sized items where we do not offer samples (eye shadows, and lippies). We do have samples available on quite a few of our products- and hope that you'll give them a try. Because of the nature of our products we cannot and do not resell returns- but it's important to us to keep you happy so we do allow returns. Please don't abuse it- but don't be afraid to try a new color, and feel free to contact us if you're not happy or need some help. It's what we're here for. You have 30 days to return the product- and returns are for store credit only. Please email us in advance of sending your items, and be sure to include your full name, and order number to help us process it faster. When your package is received we will setup a coupon code for you to use on your next order. We do not give refunds, nor do we do exchanges. Returns are processed approximately once a week. Our address for returns is: Silk Naturals PO Box 974 Trumansburg, NY 14886 Please contact us before sending your return so that we can keep an eye out for us. Be sure to include the names of the products you're returning and your order number in the email.
Miscellaneous Info
What is the best way to contact you? The best way to contact us is by using the "Contact Us" form on located at the top of our web site. Please include your order number, and full name if you have a question about an order. We check email pretty often, and this is absolutely the fastest and best way to get an answer to any question you might have. If you need to change your shipping address please include your new address. We respond to most emails through that form within 1-2 business days. Please do not send multiple emails with the same question unless you haven't heard from us in 4 business days. If you do not see a response from us please check your spam filters. Our phone number is: 607-387-4550 please note that we are open limited hours. We much prefer communicating by email because it is the best for everyone. Can I change my order? We ship quickly- usually within 2 business days, and often much sooner. It's really difficult for us to process orders as quickly as we do, and keep track of changes- so if you can avoid changing an order- we'd really appreciate it. If you have paid with a credit card we are unable to make any changes that would result in a charge, or refund. Do you sell eye shadow or lippie samples? No, we don't offer them. We have in the past, and it turns out to be much better for everyone just to take returns on products that you don't care for. You save by getting the full size products rather than endless samples, and we are able to process and ship orders much faster because we don't have to make thousands of samples every week. How does the wish list work? The wish list feature is one of my favorite things on the site! With the wishlist- instead of putting items in your cart- you add them to your wish list. It saves the items that you want, and it lets you email the list to your friends and family so if you have a special occasion coming up, or you want to get their opinion on a color- you can email them your list. We never see their email address- and they only receive the email that you send them! If you would like to order some or any of the items on your list- it's a simple click to add them to your cart. Do you test on animals? No- never have, never will. We are PETA Certified cruelty free meaning we don't test on animals, contract it out to anyone who does, and none of our suppliers test on animals. We are independently owned, so there is not parent company that tests on animals either. We also don't ship to China. The closest one of our products gets to an animal is if one of our beloved pups steals a lip balm (they love it). Do you wholesale your products? At this time we do not. It's a possibility in the future, but currently we are focusing on developing the line. Do you resell anyone else's products? No- we make absolutely every product that we sell with the exception of our makeup brushes, and mascara. Each product we make is unique to Silk Naturals. They're all handmade from scratch using the formulas we've developed and tested over the years. We do not repackage pigments. Do you offer Professional or volume discounts? We do everything in our power to make our cosmetics affordable for everyone. With our points and rewards program, gift with purchase, and free items we're unable to offer any additional discounts.
Privacy
The quick version is that we don't share any of your information with anyone ever for any reason unless we receive a court order, or are assisting with an investigation. For more detailed information about the information we collect, and the cookies that this site uses please visit our detailed Privacy Policy page.