Silk Naturals Information Center
|Click Here for Information about our Products
|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.
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.
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?
|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:
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.
|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.
|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.