SHIPPING POLICY

Shipping Policy

Thank you for visiting and shopping at silkytosatin.co.za. The following are the terms and conditions that constitute our Shipping Policy.
 
Shipment processing time
All orders are processed within 2-4  business days and shipped thereafter. Orders are not processed, shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email. 

Our delivery times are estimated only and are not guaranteed. They will always be estimated in business days (this does not include weekends/holidays). Once the packages are sent to our shipping provider, arrival times are out of our control and in the hands of the shipping service that has been selected.

 

Smart On Social (Pty) Ltd trading as SilkytoSatin are not held responsible for:

Mistakes made by Shipping provider

Wrong addresses given by customers

Damage to orders by shipping service

PO box issues

Stolen packages after delivery

If you have a specific question with respect to your shipment, please contact us on Whatsapp 0671689893 and provide your order number.

 

National Orders

SilkytoSatin ships your order with Fastway Couriers and/or Courier Guy and Paxi (unless otherwise indicated). This can take anywhere between 4-9 business days (depending on your shipping option), excluding our 2-4 business processing days. 

Order Confirmation

Items are shipped after processing (2-4 Business days) using Fastway Couriers, Courier Guy and Paxi. In addition to an order confirmation email, we will send you a shipping confirmation email.

Return & Exchange Policy

Inquiries are handled on a case-by-case basis with the ultimate goal to make our customers happy. We stand behind our handmade goods that are inspected to assure customers are to be satisfied with them. Each request will be treated fairly and reasonably. We believe when treating our customers evenly and respectfully that they are fair and polite with us.

If you have any problem with your items, please contact us on Whatsapp 0671689893 or email info@silkytosatin.co.za to open up a conversation on how we may address your concern. We are always happy to help!

Product Returns

We do not do returns on hair products. If you have any problem with your items, please contact us on Whatsapp 0671689893 or email info@silkytosatin.co.za to open up a conversation on how we may address your concern. We are always happy to help!

​Refunds

We do not do refunds instead we replace the item if received faulty due to shipping. Please record the items as you are opening and unboxing so that we have proof so that we may investigate the matter (within 24 hours of receiving products). You will receive a new package in 5-7 working days. 

 

📦ORDERS & SHIPPING

When will my order ship?

Orders are shipped after processing (2-4 Business days). In addition to an order confirmation email, we will send you a shipping confirmation email.

How can I track the status of my order?

We track every order. We'll send you the tracking number of your order. If you have any issue with your tracking information, email us at info@silkytosatin.co.za and we will be happy to help.

Can I cancel my order?

Unfortunately we start processing your order as soon as it's placed. We are unable to cancel orders once they are made. if you made an error at checkout, please reach out to info@silkytosatin.co.za

Can I make changes to my order?

We are only able to make changes to your order before shipping. Once your order is awaiting courier collection , we are unable to make changes. However if you email us info@silkytosatin.co.za with your order number, one of our team will be able to advise the best next steps to take.

Do you offer free shipping?

Yes we offer free shipping. Please refer to our Shipping and Delivery page for more information.

🔄Returns

My item arrived damaged, what should I do?

We’re so sorry to hear that your order has arrived damaged.

Please email us on info@silkytosatin.co.za with your order number and a photo of the damage. One of our team will be happy to help!

I have received the incorrect item, what should I do?

We’re so sorry to hear that you were sent the incorrect item. We’d love to sort this for you!

Please email us on info@silkytosatin.co.za with your order number and a photo of what you have received. One of our team will be happy to help!

Our Customer Service team are also available Monday - Friday from 9:00 AM - 17:00 PM