FREQUENTLY ASKED QUESTIONS
How long does it take to receive my order?
We are currently experiencing a very high order volume, and shipping time might be longer than usual.
- Once your order is placed, please allow 24-48 hours for processing, this is also when you will receive your unique track and trace code.
- shipping will take around 4-8 business days depending on your location.
Do you ship overseas?
Yes, we ship all over the world. We currently ship to 65+ countries. Shipping costs will apply, and will be added at checkout.
Currently Free Shipping applies on orders over 30£
We run discounts and promotions all year, so stay tuned for exclusive deals on shipping.
Do you ship to my country?
We excluded countries we can not ship to, from checking out. This means if you are able to check-out, we can ship to your country
Can i track my order?
Yes, once your order is shipped, we will provide you with a tracking number to monitor the progress of your delivery.
What are the return rules?
You have 14 days from the date of delivery to return your items without needing to provide a reason. Please ensure that the return shipment is dispatched within this 14-day period. For more information visit the returns and refunds page
How do returns work?
If you're not satisfied with your order, you can return it within the return period. Simply email support@silkandserena.co.uk or click here.
When will I get my refund?
Once we received your return, we will send you money back within 5-10 days.
It may take up to 1-3 business days for the bank to process this.
When will I receive my cashback?
In some cases, we offer cashbacks to simplify the return process and address any dissatisfaction.
Once approved, the cashback will be reflected in your bank account within 1-3 business days, and you'll receive an email confirmation.
What size should i get?
All our clothing follows standard sizing, with most items featuring a custom size chart. We recommend choosing one size up for a more comfortable fit, as our garments are tailored to fit closely to the body.
Our shoes are true to size, but if you're unsure, we suggest going up one size to avoid a tight fit. For half sizes, we recommend sizing up by 0.5 for better comfort. To find your perfect shoe size, please refer to the foot length in CM/INCHES provided, as these measurements are 100% accurate to the shoe.
Can I place a wholesale order?
You can reach us at support@silkandserena.co.uk or via our contact page. We're happy to assist you!
Do you have social media?
Yes, we currently have 1 official social media channel.
Instagram: @silkandserena
How can I best wash my viscose items?
- Hand Wash or Gentle Cycle: Wash by hand or use a gentle cycle on your washing machine with cold water.
- Mild Detergent: Use a mild detergent to avoid damaging the fibers.
- Avoid Bleach: Never use bleach, as it can harm the fabric.
- Do Not Wring: Avoid wringing out viscose to prevent stretching or damaging the material.
- Dry Flat: Lay the item flat on a clean towel or drying rack to dry. Avoid hanging, as this can cause stretching.
- Low Heat Ironing: If needed, iron on a low heat setting while the fabric is slightly damp.
Always check the care label for any specific washing instructions for your particular item.
How can I best wash my polyester items?
- Machine Wash: Wash polyester in the machine on a regular cycle using cold or warm water.
- Mild Detergent: Use a mild detergent to protect the fibers.
- Avoid Bleach: Do not use bleach, as it can damage the fabric and affect the color.
- Ironing: If necessary, iron polyester on a low heat setting. Using a pressing cloth can help prevent shine.
- Drying: You can tumble dry polyester items on low heat or air dry them.
Always check the care label for specific washing instructions for your items.
How can I best wash my cotton items?
- Machine Wash: Wash cotton items in the washing machine using warm or cold water. Hot water can cause shrinking.
- Detergent: Use a regular laundry detergent. Avoid using too much detergent, as it can leave residues.
- Bleach: If necessary, you can use bleach on white cotton items, but avoid it on colored fabrics to prevent fading.
- Drying: Tumble dry on medium heat or hang to air dry. If using a dryer, remove items promptly to reduce wrinkles.
- Ironing: Iron on a medium to high heat setting while the fabric is slightly damp for easier smoothing.
Always check the care label for specific instructions based on your cotton items.
How long does it take to receive my order?
We are currently experiencing a very high order volume, and shipping time might be longer than usual.
- Once your order is placed, please allow 24-48 hours for processing, this is also when you will receive your unique track and trace code.
- shipping will take around 4-8 business days depending on your location.
Do you ship overseas?
Yes, we ship all over the world. We currently ship to 65+ countries. Shipping costs will apply, and will be added at checkout.
Currently Free Shipping applies on orders over 30£
We run discounts and promotions all year, so stay tuned for exclusive deals on shipping.
Do you ship to my country?
We excluded countries we can not ship to, from checking out. This means if you are able to check-out, we can ship to your country
Can i track my order?
Yes, once your order is shipped, we will provide you with a tracking number to monitor the progress of your delivery.
What are the return rules?
You have 14 days from the date of delivery to return your items without needing to provide a reason. Please ensure that the return shipment is dispatched within this 14-day period. For more information visit the returns and refunds page
How do returns work?
If you're not satisfied with your order, you can return it within the return period. Simply email support@silkandserena.co.uk or click here.
When will I get my refund?
Once we received your return, we will send you money back within 5-10 days.
It may take up to 1-3 business days for the bank to process this.
When will I receive my cashback?
In some cases, we offer cashbacks to simplify the return process and address any dissatisfaction.
Once approved, the cashback will be reflected in your bank account within 1-3 business days, and you'll receive an email confirmation.
What size should i get?
All our clothing follows standard sizing, with most items featuring a custom size chart. We recommend choosing one size up for a more comfortable fit, as our garments are tailored to fit closely to the body.
Our shoes are true to size, but if you're unsure, we suggest going up one size to avoid a tight fit. For half sizes, we recommend sizing up by 0.5 for better comfort. To find your perfect shoe size, please refer to the foot length in CM/INCHES provided, as these measurements are 100% accurate to the shoe.
Can I place a wholesale order?
You can reach us at support@silkandserena.co.uk or via our contact page. We're happy to assist you!
Do you have social media?
Yes, we currently have 1 official social media channel.
Instagram: @silkandserena
How can I best wash my viscose items?
- Hand Wash or Gentle Cycle: Wash by hand or use a gentle cycle on your washing machine with cold water.
- Mild Detergent: Use a mild detergent to avoid damaging the fibers.
- Avoid Bleach: Never use bleach, as it can harm the fabric.
- Do Not Wring: Avoid wringing out viscose to prevent stretching or damaging the material.
- Dry Flat: Lay the item flat on a clean towel or drying rack to dry. Avoid hanging, as this can cause stretching.
- Low Heat Ironing: If needed, iron on a low heat setting while the fabric is slightly damp.
Always check the care label for any specific washing instructions for your particular item.
How can I best wash my polyester items?
- Machine Wash: Wash polyester in the machine on a regular cycle using cold or warm water.
- Mild Detergent: Use a mild detergent to protect the fibers.
- Avoid Bleach: Do not use bleach, as it can damage the fabric and affect the color.
- Ironing: If necessary, iron polyester on a low heat setting. Using a pressing cloth can help prevent shine.
- Drying: You can tumble dry polyester items on low heat or air dry them.
Always check the care label for specific washing instructions for your items.
How can I best wash my cotton items?
- Machine Wash: Wash cotton items in the washing machine using warm or cold water. Hot water can cause shrinking.
- Detergent: Use a regular laundry detergent. Avoid using too much detergent, as it can leave residues.
- Bleach: If necessary, you can use bleach on white cotton items, but avoid it on colored fabrics to prevent fading.
- Drying: Tumble dry on medium heat or hang to air dry. If using a dryer, remove items promptly to reduce wrinkles.
- Ironing: Iron on a medium to high heat setting while the fabric is slightly damp for easier smoothing.
Always check the care label for specific instructions based on your cotton items.
STILL DON'T HAVE AN ANSWER?
By clicking the button below, you can easily contact our customer service team. We are here to assist you with any questions or concerns you may have!
