Help center and FAQ

WHERE DO YOU SHIP?
We ship to the United States, Canada.

Other select international countries will soon be available. – these orders will ship from Canada and can take up to four weeks to arrive. Shipping costs for international orders are calculated at checkout and applicable taxes/duties are the responsibility of the customer.

WHEN WILL MY ORDER SHIP
Please allow 3 business days (Monday to Friday, excluding public holidays) for us to receive and process your order. Any order received after 12:00 PM PT will begin processing the following business day. (Please note: If the order is placed after 12:00 PM PT on Friday, it will begin processing on the following Monday.)

WHERE DO YOU SHIP FROM?
Canada Québec

HOW MUCH DOES SHIPPING COST?
The rate charged for the shipping of your order is based on the weight of your products and location. Before confirming your order in checkout, you will be shown the cost of shipping.

DO YOU OFFER FREE SHIPPING?
Yes, we offer free shipping for orders overs 100$ in Québec only.

HOW CAN I CHANGE THE ADDRESS ON MY ORDER?
Due to our quick processing time, we cannot change an address once you place the order. Sorry for the inconvenience. Please contact the carrier directly to see if they are able to reroute the order.

To start a return or exchange, please reach out to info@silknsoak.com with your order number and the products you'd like to return or exchange.

We're sorry you didn't love it.

WHAT’S YOUR RETURN POLICY?
All of our shower steamer products are final sale, as noted on their product pages. We accept returns and exchanges within 14 days of purchase items. Items must be unused in their original carton packaging – we do not accept returns of used items. All sale items are final sale.

You will be refunded the full amount of the items, minus a $5 handling fee to cover restocking. We are not able to refund the original shipping charges as these are paid directly to the carrier.

We are only able to accept returns from orders placed on silknsoak.com. Please contact the original point of purchase for orders placed from other retailers.

HOW LONG DOES IT TAKE TO PROCESS A RETURN?
In some circumstances, our customer support team may need to review your return request – please allow 1-2 business days to review. Once a return is dropped off and scanned by the shipping carrier, the return is processed – credit card refunds usually take 3-10 business days to appear on your statement.

WHAT DO I DO IF I AM MISSING AN ITEM FROM MY ORDER?
Please email info@silknsoak.com within 48 hours of receiving your order with a photo of everything you received and the packaging. We'll make sure that you receive everything you've ordered.

WHAT DO I DO IF MY PACKAGING IS MISSING?
If your order has been marked as delivered, but you haven't received it, please wait 3 business days before reaching out to info@silknsoak.com. Carriers sometimes preemptively mark a package as delivered before they actually complete the delivery. We also recommend checking with your building management, concierge, mailroom, or neighbors to see if they received the package for you.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept Paypal, Visa, Mastercard, American Express, JCB, Discover, and Diners Club credit cards or debit cards. Unfortunately, we cannot accept checks or money orders.

WHAT CAN I DO IF MY PAYMENT IS DECLINED?
Oh no! Here are a few things to check if your payment didn’t go through: Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.