Not happy with your purchase? Please let our customer support team know. We are more than happy to try and sort out any issues you may have.  

Note: Please read our Chargeback Policy below.

Order Modifications or Cancellation

After your order has been placed, you have 24 hours to contact our customer support team and request order modifications, change of address, or a cancellation. After 24 hours, your order has already been placed in production and can no longer be modified.

Damaged/ Incorrect Order

We try our best to ensure product quality and accuracy, but sometimes mistakes happen and we sincerely apologize in advance if/ when it happens.  If either of these rare occurrences happens to you, please take a clear photo of the item(s) and email it to us, along with your order number to: support@silkydecor.com. Once we receive your email and verify the issue, we will get a replacement sent to you right away. 

Order Not Received

If your item has not arrived within 35 days (45 days for international) after you placed your order, please contact our support team and we will promptly take care of you.  

Shipping times can be longer for certain countries such as Canada, Australia and UK, for example. We are currently working on providing quicker shipping times for all of our customers, worldwide, but we do not have an estimated date for when that will be active. 

IMPORTANT: Unfortunately, we cannot be responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after ordering. Costs to reship the package will be invoiced to the customer.

We are also not responsible for failed deliveries due to the addressee not being home during the time of delivery. 

FREE PROMO PRODUCTS: We do not offer replacement nor return on any free products, for any reason. Only regular priced items may be refunded, unfortunately PROMO items cannot be refunded.

Refunds/Cancellations

Please note, there are no refunds or cancellations on custom-made, made-to-order items which include (but are not limited to) apparel, hats, shoes, mugs, tote bags, and custom home goods, 24 hours after your order was placed.

If your order with us doesn’t arrive at the correct shipping address provided to us and your payment is eligible, we’ll reimburse the full cost of eligible purchases paid, including shipping costs or we will gladly replace the item for you.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are returning an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Should the item be returned opened, used, damaged or incomplete, we will deduct a charge from the refund amount. We also charge a reasonable restocking fee of 15% for all returns due to incorrect or undeliverable addresses. Return shipping costs are nonrefundable.

Stolen Credit Card Purchases 

We log IP strings on all orders - any orders coming back as a chargeback due to fraudulent activities will be diligently pursued through your local jurisdiction for prosecution to the fullest extent of the law.

Questions?

Customer service is our #1 priority and we will do whatever we can to take care of you. We greatly appreciate your consideration to do business with

Venestia and please let us know if you have any questions. You can contact us here.