We are sorry that an item is missing from your order. Here are the points to check:

1. Check your emails to verify the latest information about your order

If an item is no longer available or is out of stock after you have placed your order, we will inform you by email. You will receive an email titled “Item out of stock from your order” in your inbox.

For all out-of-stock items, we automatically process refunds for items we are unable to ship. Any refund will be made to your original payment method within 10 business days. Your Silk Gallery account will also be updated. You can view this information in “My orders” under the “My account” tab.

No need to contact us if you have already received information by email.

2. Has your order arrived in multiple packages?

It sometimes happens that items are delivered separately due to the volume of the order or because they come from another warehouse or a Silk Gallery partner brand. Here’s how to check:

• Log in to your account, go to “My orders” under the “My Account” tab and select the order where an item is missing.
• If your order has been shipped in multiple packages, whether by Silk Gallery or a partner brand, you will see it under “Order Details”: each package will have its own tracking number and estimated delivery date. You will also find the various tracking links in the confirmation email.

If one package is shown as delivered and another in transit, the missing item is certainly in that package. Since each package of your order has its own delivery date, please wait until the end of the planned delivery periods to ensure you have received your complete order.

Click here to learn everything about the delivery of items shipped by Silk Gallery partner brands.

3. All packages have been delivered, but an item is still missing?

If all packages have arrived and no item was out of stock, please contact our customer service team within 30 days of delivery of the last package to let us know that an item is missing.

One more thing…

*We try to meet the planned delivery times. But delays and changes can occur. Please see our terms and conditions for more information.