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FAQs

Frequently Asked Questions
Orders
Why haven't I received an email regarding the shipment of my order?

Once your order has been shipped, you will automatically receive a shipping confirmation email. If you do not receive this email, please check that the email address you provided is correct and that the message hasn’t been directed to your spam folder.

We generally need 3 to 5 business days to process your order. If you have not received the email within 3 to 7 business days after placing your order, please contact us at support@townssilk.com.

How can I cancel my order?

To cancel an order, please send an email to support@townssilk.com including your order details and shipping address.

You can cancel your order as long as it has not yet been shipped. Once the order has been shipped, you will need to return the items at your own expense. A refund will be issued after we receive and inspect the returned items.

How long will it take for my order to arrive?
We generally ship orders within 5 to 7 business days. Standard delivery usually takes between 7 and 20 days, depending on the destination and the chosen shipping method. A tracking number will be sent to you via email once your order has been shipped.
I never received my package, but it is marked as "delivered." What should I do?

Check with your neighbors or the usual delivery location, as they may have received your package. If you are still unable to locate it, please contact us immediately at support@townssilk.com so we can initiate an investigation and, if necessary, arrange a replacement or a refund.

Why didn't I receive the 20% discount on my first order?

You must first register as a member on our website to receive a 20% discount code for your first order. If you haven't received it, please make sure you completed the registration process correctly, then check your inbox or spam folder. If the issue persists, contact our support team at support@townssilk.com.
Products
Why choose TOWNSSILK?
TOWNSSILK uses 6A quality silk fabric, providing natural and soft comfort for the skin, as well as pleasant breathability in all seasons. Our products offer a lasting luxury feel, perfect for ensuring a soft and silky sleep every night. Choose TOWNSSILK for refinement and good taste.
Are TOWNSSILK products made from 100% mulberry silk?
Yes, with the exception of certain specific collections, all our products are made from 100% natural mulberry silk. No chemicals or additives are used in the manufacturing process, ensuring exceptional softness and a smooth feel. Each pillowcase comes with a fabric sample for a burn test, ensuring the purity of the product.
What is the difference between 19 mm, 22 mm, and 25 mm silk?

  • 19 mm : Soft and light, ideal for warmer seasons.

  • 22 mm : Denser and smoother, perfect for all seasons with an elegant shine.

  • 25 mm : Thicker and more luxurious, offering a mirror-like texture and a supreme comfort feel.
    The "momme" (mm) value indicates the fabric's density: the higher the number, the heavier, shinier, and more durable the fabric.

How to clean silk products?
Wash your silk products by hand in cold water (below 30°C) with a mild detergent or one specifically designed for silk. Avoid hot water, rubbing, and wringing. Air dry, preferably in the shade, and do not use a dryer. For ironing, use the "silk" setting on low temperature and protect the fabric with a cloth.
How to remove wrinkles from silk?

To remove wrinkles from silk, you can:

- Use an iron on the "silk" setting, at a low temperature.

- Use a steam garment steamer.

- Hang your garment in a humid room (for example, in the bathroom).

- Pass a damp towel over the wrinkles.

- Use a moisture spray.
If the wrinkles persist, we recommend consulting a professional dry cleaner.
Payment
Are payments on the site secure?

Yes, TOWNSSILK protects your personal and payment information, both online and offline. Transactions are conducted on a secure and encrypted page with secure payment software.

How do I get a discount code?
When you fill out the membership form on the homepage, you receive a 20% discount code, usable on any item.
Can I use multiple discount coupons?
No, only one discount code can be used per transaction.
Why was my payment declined?
If you encounter a payment issue, check your card information (name, number, expiration date, security code, billing address) and make sure you haven't reached your card limit. If the problem persists, try another payment method or use PayPal.
Why do I have to pay customs duties?
Customs duties or import taxes may apply according to your country's customs regulations. TOWNSSILK will reimburse you for these fees if you provide proof of payment. In case of refusal of delivery, return shipping costs and taxes will be the responsibility of the buyer.
Returns
How to return a product?
  1. Return conditions:
  • The request must be made within 30 days of receiving the item.
  • The product must be returned in its original condition (unworn, unwashed, with tags).
  • Contact support@townssilk.com to obtain the return address.
  • Returns must be made within 7 days of receiving the return address, unless agreed otherwise.
When will I receive my refund?
Returns or exchanges are processed within 2 to 3 business days after receiving the product. Refunds are made via the original payment method, but the processing time may take up to 7 to 10 business days.
When will I receive the exchanged product?
The shipment of exchanged products is carried out within 2 to 5 business days after receipt of the returned items.
Can I return or exchange a product without contacting you beforehand?
No, you must contact us before returning a product. Unauthorized returns will not be accepted.
Can I return only the top or the bottom of a pajama set?
No, pajama sets cannot be returned partially. If you want a top and bottom in different sizes, we recommend using our customization service.
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