Question 1

How long will it take to receive my order?

Accepted Answer

Typically, it takes between 3 to 20 business days to receive your order, depending on your global location. Delivery times can vary based on shipping destination and local customs processes. The team aims to deliver all orders as promptly as possible.

Question 2

How to track my order?

Accepted Answer

Once your order has been shipped, you will receive a tracking number via email. You can monitor your shipment’s progress at any time using our trusted tracking partner: https://17track.net/en. Simply enter your tracking number on the site to see real-time updates on your package's location and estimated delivery date.This service supports global carriers, so no matter where your order is coming from or going to, you can stay informed every step of the way.

Question 3

Do you ship internationally?

Accepted Answer

Yes, we offer international shipping to most countries around the world. Please note that we do not ship within Saudi Arabia, as it is our origin country. All shipments are dispatched from our facilities in Saudi Arabia to global destinations. For specific shipping availability, delivery times, and costs to your location, feel free to reach out to our customer service team. We're happy to assist!

Question 4

I never got my order, what to do?

Accepted Answer

We’re sorry to hear that! If you haven’t received your order, please follow these steps:Track Your Order: Visit our tracking page at https://17track.net/en and enter your tracking number to check the latest shipping status.Contact Us: If your tracking information hasn't updated or you need further assistance:📞 Call our hotline: +966 1124 00 300📧 Email us: info@silk.com.saOur support team will help you resolve the issue as quickly as possible.

Question 5

Do you offer express shipping?

Accepted Answer

Yes, we offer express shipping upon customer request. If you need your order delivered urgently, please let us know during checkout or contact our team for available options and rates.

Question 6

Do you offer local pickup?

Accepted Answer

No pickup locations available

Question 7

Do you offer bulk or wholesale orders?

Accepted Answer

Yes, Silk United is a B2B store and we specialize in bulk and wholesale orders. Most of our products are available with a minimum order quantity of one pallet or more. If you have specific requirements, feel free to contact us for custom pricing and availability.

Question 8

Do you offer free shipping?

Accepted Answer

In most cases, we do not offer free shipping, as our services cater primarily to B2B orders, which often involve bulk quantities and palletized shipments. Shipping costs are calculated based on order size, destination, and shipping method. Please contact us for a detailed quote.

Question 9

What is your return policy?

Accepted Answer

Please check our return/refund/exchange policy here.

Question 10

Can I exchange an item?

Accepted Answer

Exchanges are generally not available. However, in some cases, exchanges may be possible depending on the supplier’s terms and conditions.If you believe your item qualifies for an exchange, please contact our customer service team with your order details. We will coordinate with the supplier and let you know if an exchange can be arranged.For full details, please review the supplier’s policies or reach out to us directly.

Question 11

Do you allow customers to request and manage their own returns?

Accepted Answer

To return an item, customers must contact Silk directly. Please get in touch with our customer service team with your order details, and we will assist you with the return process according to our policy.Returns cannot be processed without prior approval from Silk.

Question 12

What languages is your store available in?

Accepted Answer

The online store is available in Arabic, German, English, Spanish, French, Hindi, Japanese, Turkish, Chinese (Simplified).

Question 13

Do you accept store credit?

Accepted Answer

The store does not accept store credit as a payment method.

Question 14

Do you have retail store locations?

Accepted Answer

Silk has no retail stores. Silk is a B2B Platform, connect Saudi Manufacturer and Suppliers with the global buyers.

Question 15

Do you have active discount codes or promotions?

Accepted Answer

Yes, we offer discounts and promotions that vary by country and season. Be sure to check our website regularly or contact our sales team to learn about current offers available in your region.

Question 16

How can I contact customer service?

Accepted Answer

You can reach our customer service team through live chat, WhatsApp, our contact form, or by emailing us at info@silk.com.sa. Our dedicated customer care team is fully active and ready to assist you with any inquiries or support you may need.

Question 17

How can I register on silk.com.sa as a global buyer?

Accepted Answer

You can register as our buyer member by clicking Register

Question 18

Why does my account fail to log into silk.com.sa ?

Accepted Answer

Make sure that the member id and password are correct. Please note that the password is case-sensitive. If you forget your password, click here to reset your login information.If you don’t received an email within a few minutes, please check your spam folder. To avoid email spam, please add info@silk.com.sa to the whitelist of your mailbox and then click click here  to reset the password again. After that, if you still have not receive an email, please contact us directly.

Question 19

What can I do if I forgot my registered email address?

Accepted Answer

Please contact us, we will help you to find it.

Frequently Asked Questions