Frequently Asked Questions (FAQ)

Welcome to our FAQ page! Here are some of the most commonly asked questions about our products, services, and shopping experience. If you have any other questions, feel free to contact us!

 

1. What payment methods do you accept?

We offer a variety of secure and convenient payment options to ensure a smooth checkout experience. Here’s a list of the payment methods we accept:

  • Credit & Debit Cards: Visa, MasterCard, Maestro, American Express, and UnionPay.
  • Digital Wallets: PayPal, Shop Pay, Apple Pay, Google Pay, Bancontact, and iDEAL.
  • Paytrail Payments: Through Paytrail, we accept S-Pankki, OmaSp, Aktia, Osuuspankki, Säästöpankki, Handelsbanken, POP-Pankki, Danske Bank and Nordea. 

Our goal is to make your shopping experience as easy and flexible as possible, so you can choose the payment method that works best for you!

2. How long does shipping take?

Shipping times depend on your location and the shipping method chosen. Standard shipping typically takes 3-14 days.

3. Can I track my order?

Yes, once your order is shipped, you will receive a confirmation email with a tracking number. You can use this number to track your package through the carrier's tracking page and stay updated on your delivery status.

Additionally, for your convenience, you can also ask our chatbot to show your order status and tracking information directly. Our chatbot is available 24/7 to assist with any inquiries you may have about your order!

4. What is your return policy?

We want you to be completely satisfied with your purchase. If for any reason you're not, we offer a 14-day return policy on most items, provided they are unused, in original packaging, and in resellable condition. Please visit our Return Policy page for more details.

5. Where are you located?

We are proudly based in Finland, a country known for its innovation, design, and natural beauty.

6. Where do you ship from?

Currently, our orders are shipped from our warehouses in Spain and the Netherlands, even though our company is based in Finland. In the future, we also plan to start shipping directly from Finland to further improve delivery times and service.

7. How do I know which products are right for my skin type?

Each product page includes detailed descriptions and recommendations based on different skin types. If you're unsure, our beauty experts are available to help. Contact our customer service team or use the live chat for personalized recommendations.

8. Can I cancel or modify my order after it’s placed?

Once your order is placed, we try to process it as quickly as possible. If you need to cancel or make changes, please contact us immediately. While we can’t guarantee changes after the order is placed, we’ll do our best to accommodate your request.

9. Do you offer discounts or loyalty programs?

Yes, we frequently run promotions, offer discounts, and have a loyalty program for our returning customers. Sign up for our newsletter and create an account to earn points with each purchase and redeem them for discounts.

10. How can I contact customer service?

We’re here to help with any questions or concerns! You can reach our customer service team through the following options:

  • Email: Send us an email at support@thesilkybeauty.com and we'll get back to you as soon as possible, often under 24 hours.
  • Chatbot: Our chatbot is available 24/7 to assist you with order tracking, product inquiries, and more.
  • Live Chat: For real-time support, use our live chat feature on the website when we're available.

11. Do you offer international shipping?

Yes, we ship to all countries within Europe! Our shipping services are reliable and fast, ensuring your order reaches you wherever you are in the region. Below is a complete list of European countries we ship to:

  • Albania
  • Andorra
  • Austria
  • Belarus
  • Belgium
  • Bosnia and Herzegovina
  • Bulgaria
  • Croatia
  • Cyprus
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Greece
  • Hungary
  • Iceland
  • Ireland
  • Italy
  • Kosovo
  • Latvia
  • Liechtenstein
  • Lithuania
  • Luxembourg
  • Malta
  • Moldova
  • Monaco
  • Montenegro
  • Netherlands
  • North Macedonia
  • Norway
  • Poland
  • Portugal
  • Romania
  • San Marino
  • Serbia
  • Slovakia
  • Slovenia
  • Spain
  • Sweden
  • Switzerland
  • Ukraine
  • United Kingdom
  • Vatican City

Shipping times and costs may vary based on your location, and will be calculated during checkout. We strive to deliver your orders quickly and securely across all these destinations!

We’re dedicated to providing prompt and helpful support!