FAQs

Shipping

Do you ship to my location? How long does it take?

Shipping is free worldwide. Most products are made to order, and therefore take 1-5 business days to process and an additional 2-4 weeks to ship, depending on your location.

Your tracking number will be sent in a separate email following confirmation.

Tracking

Where is my tracking number?

Your tracking information should be sent within 1-5 business days after placing an order.

If you have not received your tracking number after 10 business days, please contact us.

Missing Items

I am missing some items. Where are they?

If you made an order of more than one item, they may be sent separately for expediency.

If you'd like to know the status of your other items, please email us with your order number and the email address used at checkout.

If you received an order with an item missing, please email us with your order number and the name of the missing item.

Packaging

What will my package look like?

Rings and bracelets come in small shipping bags. If you ordered more than one item, make sure you check all bags thoroughly.

Hoodies and jackets will come double bagged, one in a shipping bag and the other in a clear, plastic bag. Be careful not to cut into your product if opening with scissors or a knife. It may be safer to use your hands.

Never received package

My order was marked as delivered, but I never received it.

Check your local carrier branches (e.g. FedEx, UPS, DHL), your local post office, and/or with your neighbors for missing packages. If you can not find your tracking information, please email us.

Disclaimer: Silk Road Embroidery does not hold or accept responsibility for packages that have been marked as 'delivered' by a carrier.

If shipping details are incorrect and/or incomplete at checkout, we do not accept any responsibility for packages that have been sent to a wrong address. Please double check your information.

If items are marked as 'lost in transit' by a carrier (which is rare), we give full reimbursement.

Return policy

What is the return policy?

We strive for customer satisfaction. If you are unhappy with your order, you may return an item for a refund or exchange within 15 days of receiving your package.

For items to qualify for a return, they must:

Be returned within 14 days of the delivery date.
Be unworn and unwashed.
Have all original tags attached.

You can start the return/exchange process by emailing us with your order number and the reason for your return.

Refunds will be processed within approximately 7 to 10 business days after we receive your return. Please note:

All refunds over $50 are subject to a $5 processing & handling fee, which will be deducted from the total refund amount.

Orders

Can I still modify my order?

If you believe you have entered the incorrect shipping information, please contact us ASAP. It may be possible to still change the address if the order hasn't been shipped yet.

If the order has been shipped, unfortunately, it can no longer be modified.

Product Care

Is there a special way to wash embroidered clothing?

Treat the jacket as a delicate, and use a gentle setting in cold/cool water on a 'gentle setting'. If you find the embroidered areas of the jacket too stiff, use fabric softener. Casual wear will also loosen up the stiff patches.

To dry, you may hang on a rack, or tumble dry with low heat.