Silk MaisonReviews of silkmaison.com

Response from Silk MaisonMar 11, 2022

Dear Silja. Thank you for your feedback on Trustpilot! We are sorry for such long delay of your order. However, because your order is shipped from China and because of the serious impact of the epidemic recently, the process of making the item in your order are further delayed. We sincerely hope you can understand. We have urged our customer service fellow to contact you and to answer your inquiries. If your are tired of waiting, please let them know and they will help you cancel your order. Again, we deeply apologize for the delay of your order. Thank you for your patience and understanding. Have a wonderful day! :) For any questions about your order, please email our customer service EMAIL: [email protected] They will get back to you as soon as possible. Best regards. SILK MAISON Customer Service

Response from Silk MaisonMar 4, 2022

Dear Brigitta. Thank you for your feedback on Trustpilot! We are sorry to hear that you are so unhappy with the quality of our product you received.  Please rest assured that we have sent your feedback to our design department. And please look forward to a better silkmaison in the future. Thank you for your kind feedback. Have a lovely day! :) For questions about the product, please email our customer service EMAIL: [email protected]. They will handle it further for you as soon as possible. Best regards. SILK MAISON Customer Service Department

Response from Silk MaisonMar 1, 2022

Dear A Car, Thanks for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant. Could you please tell us your order number (5 digits) or order information? Regarding the COLOR DIFFERENCE of the product you mentioned. We apologize that because the pictures on our website are taken under different lighting, so there WILL BE A KITTLE DIFFERENCE in the color of the item you received. We sincerely hope you can understand. In addition, we have also made special instructions (Here To Assist--FAQ ) on our website for the color difference of our products, please refer to it, and again, please understand. "We strive to display as accurately as possible the colors of our products that appear on the website. However the actual color will depend on your monitor, we cannot guarantee that your monitor’s display of any colors will be accurate. In addition, different from other fabrics, silk is a highly lustrous fiber. The shimmering appearance of silk is due to the triangular prism-like structure of the silk fiber, which allows silk cloth to refract incoming light at different angles, thus producing different colors. These make the surface shine and appear to change color as the angle of light on it changes. Put your silk product up to the light and see how it reflects differently to other silk products. So the color of the actual product you receive may look different under a different light." Thank you for your understanding. :) For questions about your order, please email our CUSTOMER SERVICE EMAIL: [email protected] Best regards, SILK MAISON Customer Service

Response from Silk MaisonFeb 28, 2022

Dear Nelly, Thanks for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant. We are sorry that you were unable to send us an email. But we had our customer service fellow double check our email system and they fed back that our mailbox is fine and there are no problems. Thank you so much for your quick response. We have GOT your order information and have also urged our customer service fellow to process the refund for your returned goods. Please wait for a little while, you will receive an email confirmation from them after the refund is successful. We apologize for any inconvenience this may have caused you. Thank you for your understanding and cooperation. Hope you have a lovely day! :) For questions about your order, please email our CUSTOMER SERVICE EMAIL: [email protected] Best regards, SILK MAISON Customer Service

Response from Silk MaisonFeb 25, 2022

Dear Rasha, Thanks for your feedback on Trustpilot! We are sorry to have made your shopping experience so unpleasant. We are very sorry that we are not able to help you with the customs clearance of your RETURN, as we are unable to provide the customs documents for your RETURN PACKAGE you mentioned in your email to us. Also, DHL has not contacted us because you are the sender in the return process and customs will contact you directly regarding your return package. We only have the invoice and related documents for your ORIGINAL ORDER and these will not work. In addition, our previous customers who returned goods to our warehouse in Prague, Czech Republic, never had similar problems. So please understand that there is really nothing we can do. Regarding our overseas warehouse, as we mentioned in our email, our overseas warehouse does not have staff to manually process returned packages, it can only store packages there and can't do anything else. Anyway, you still need to know clearly what specific customs clearance documents are required from the logistics provider/customs regarding your return package yourself, (we guess you can provide all the documents of your return package required by customs yourself), and actively cooperate with customs clearance of your return package. We look forward to your package arriving at our overseas warehouse smoothly. Thank you for your understanding. Hope you have a lovely day! :) For questions about your oreder, please email our CUSTOMER SERVICE EMAIL: [email protected], our customer service will further handle it for you as soon as possible. Best regards, SILK MAISON Customer Service

Response from Silk MaisonFeb 24, 2022

Dear Isobel, Thanks for your feedback on Trustpilot! Hi, we apologize for not responding to your email in SECONDS. We verified your order situation with our customer service team, and they said they have replied to your email the day after you sent it. Please check your mailbox. We are a little confused. You clearly said "This dress is lovely, but it does not fit and I need to return it" in the email you sent to our customer service. But why are you making false accusations about the quality of our clothes here? If you have any questions, please tell us truthfully, so that we can better help you. Thank you for your understanding. Have a pleasant day! :) For further questions about your order, please send the email to our CUSTOMER SERVICE (EMAIL: [email protected]) Our customer service will further handle it for you as soon as they see your email. Best regards, SILK MAISON Customer Service

Response from Silk MaisonFeb 24, 2022

Dear Soma, Thanks for your feedback on Trustpilot! Hi, we apologize for not responding to your email in SECONDS. Because of our high volume of orders, the number of emails grows daily and we need to reply one by one, which will be a very long process until we see your email. We sincerely hope you can understand. We verified your order situation with our customer service team, and they have fed back that after your order was shipped (two days after you placed your order), our system HAD AUTOMATICALLY SENT YOU THE TRACKING INFORMATION for your order. And our customer service fellow also replied to your email the day after you sent it. Please check your mailbox carefully. Also, if you have any questions about your order, please contact our customer service by email, although they cannot guarantee to reply to you within seconds, they will definitely reply to you as soon as they see your email, because they are much busier than you think. But you put your momentary excitement into words, published here, in addition to venting your unpleasant, no one can give you a refund of your order, let alone affect those customers who really love our website. Thank you for your time. Have a lovely day! :) For further questions about your order, please send the email to our CUSTOMER SERVICE (EMAIL: [email protected]) Our customer service will further handle it for you as soon as they see your email. Best regards, SILK MAISON Customer Service