FAQ
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How do I track my orders?
How do I track my orders?
After the order ships out, you will receive a shipment email with the tracking number provided. Or you can track your order via the below link.
https://jancesilk.com/apps/17TRACKIf you have not received an email about your order being shipped within 3-6 business days of the date you placed your order then please contact jancesilk@outlook.com or support@jancesilk.com
How long will it take my order to arrive?
How long will it take my order to arrive?
We typically process your order within 1-3 business days.
Shipping to the United States typically takes 7–12 business days.
Please note that delivery times may vary due tocustoms clearance,carrier delays.
How do I make changes or cancel the order?
How do I make changes or cancel the order?
If you'd like to make changes or cancel your order before it's processed and shipped, please reach out to us as soon as possible at jancesilk@outlook.com. We'll assist you smoothly with the process.
Once your order has been shipped, we will be unable to cancel it. In that case, you can either keep the item or follow our return & exchange policy after it arrives.
How much does shipping cost?
How much does shipping cost?
Order Amount: 0-$59: Shipping cost is $8.99.
Order Amount: more than $59: Shipping cost is FREE.
How long does it take to process my return or after-sales request?
How long does it take to process my return or after-sales request?
We respond to all after-sales emails within1–3 business days.
How do I start a return?
How do I start a return?
Please email us atjancesilk@outlook.combefore sending anything back.
Here is theReturn&Exchange Policyfor your reference, unauthorized returns will not be accepted.
Do I need to pay any fees for a return?
Do I need to pay any fees for a return?
Yes, a $8.99 flat return shipping fee applies to all returns not due to our error (e.g., wrong or defective item). This fee covers the Return Shipping Label and is deducted from your refund amount.
What are the return requirements?
What are the return requirements?
Please initiate and ship your return or exchange within 30 days of receiving your order, as we are unable to fulfill requests beyond this period.
To ensure a successful process, items must remain in their original, pristine condition—unworn, unwashed, and unaltered, with all tags securely attached.
Please be advised that for hygiene and personalization reasons, Final Sale items, underwear, socks, eye masks, and customized products are not eligible for return or exchange.
Items sent back without prior return approval will not be accepted.
When will I receive my refund?
When will I receive my refund?
Refunds are issued within 10 business days after we receive and inspect the returned package.
How do exchanges work?
How do exchanges work?
You can request an exchange within 30 days of delivery by emailing us at jancesilk@outlook.com with your order number, the item you wish to exchange, and your desired new size or color. Once approved and after we receive your returned original item, your replacement will be shipped free of charge.
Please see here for more information.
