FAQ

Where is my order?

Our items are sourced from international suppliers, so packages usually arrive at your doorstep between 12-30 days after you place your order. In extremely rare cases, it may take a bit longer. Factors such as bottlenecks in shipping and delays at customs may impact delivery time.

You can track your order by simply referring to your Tracking ID which you can find in your shipping confirmation email.

 

Why did I only receive part of my order?

We ship our items from multiple locations overseas, so orders with multiple items may arrive separately and at slightly different times.

 

Why did I receive two separate tracking numbers?

Because we ship from multiple warehouse locations, your order may arrive in multiple packages. Each package is assigned a different tracking ID.

 

What shipping provider do you use?

You can expect to receive your package(s) through your local carrier (USPS if you are located in the US, and Australia Post if you are located in Australia) after it passes customs. Times will vary depending on multiple factors, including seasonality, backlog, and the speed of your local carrier.

 

What is your Refund Policy?

If you’re unhappy with your order for any reason, let us know through the form submission below, shoot us an email at orders@silkflowershouse.com.

All you’ll have to do is ship the item(s) to our location and we’ll extend you a full refund upon receipt and item inspection.

See our full Return Policy here.

What is your Exchange Policy?

All you’ll have to do is ship the item(s) to our office location and we’ll ship you out a replacement item (or items).

See our full Exchange Policy here.

How can I contact you // where can I find customer support?

Please note that our support emails are orders@silkflowershouse.com. A customer service representative will reply to your email within 24 hours. Alternatively, you can reach out to us through our Facebook page.