1. Which payment methods do you accept?
We offer a secure checkout experience through Stripe, accepting the following major payment methods:
Credit/Debit Cards: Visa, Mastercard, American Express.
Digital Wallets: Apple Pay, Google Pay.
Local Payment Options: Other region-specific electronic wallets supported by Stripe.
All transactions are encrypted using SSL (Secure Socket Layer) technology to ensure your financial data remains protected.
2. When will my order be processed?
To ensure quality, all orders undergo a brief internal processing window (typically 1–3 business days) once payment is confirmed. You will receive an automated Order Confirmation email as soon as your purchase is successfully placed.
3. What are the delivery timeframes?
We provide international shipping to Europe and the United States via premium priority carriers including DHL, FedEx, and UPS.
Estimated Delivery:3-8 business days.
Tracking: We provide a unique tracking number for every shipment. You will receive automated updates via email at key stages: Dispatch, Transit, and Final Delivery.
4. What should I do if my delivery is delayed?
While we aim for timely delivery, international logistics can occasionally face delays. If your package exceeds the estimated timeframe, please contact us at camisoles@silkfloat.com. We will immediately initiate a formal investigation with the carrier and provide a resolution, such as reshipment or a refund, if the parcel is confirmed lost.
5. What is your Return & Withdrawal Policy?
European Union Customers: In compliance with the EU Consumer Rights Directive, you have a 14-day right of withdrawal from the date of receipt.
United States Customers: Returns are accepted within 14 days of delivery in accordance with consumer protection standards.
Condition: Items must be returned in their original, unworn, and unwashed condition with all tags attached. Please contact our support team to initiate a return.
6. What if I receive a damaged or defective item?
Quality is our priority. If you receive a faulty item, please contact us within 7 business days of receipt with photographic evidence. Once verified, we will issue a replacement or a full refund at no additional cost to you. In these instances, you are not required to return the defective item.
7. How long do refunds take to process?
Once a refund is approved, it is processed immediately via the original payment method (Stripe). Depending on your financial institution, the credit should appear in your account within 5–10 business days.
8. Can I modify or cancel my order?
We aim to dispatch orders rapidly. If you need to change or cancel an order, please contact us within 12 hours of placement. Once an order has entered the dispatch phase, we are unable to make further modifications.
9. What if my shipping information is incorrect?
Please contact us immediately at camisoles@silkfloat.com to correct any address errors. For security reasons and to prevent fraud, we can only update addresses before the package has been handed over to the carrier.
10. How can I reach Customer Support?
Our dedicated team is here to assist you:
Email: camisoles@silkfloat.com
Phone: +49 40 35713220
Business Hours: Monday – Friday, 09:00 – 18:00 (CET)