FQA

1. How long does it take to process my order?

Orders are normally processed within 1–3 business days after payment has been successfully confirmed.

Processing time may be slightly longer during weekends, public holidays, promotional periods, or periods of high order volume.

2. How long will delivery take?

Our estimated delivery time is approximately 13–19 days after your order has been shipped.

Delivery times are estimates and may vary depending on your destination, customs clearance, local carrier operations, weather conditions, public holidays, and other circumstances outside our reasonable control.

3. Do you offer free shipping?

Yes. We offer free worldwide shipping on orders of $49 or more.

For orders under $49, any applicable shipping charge will be displayed during checkout before you complete your purchase.

4. How can I track my order?

Where tracking is available, you will receive tracking information after your order has been shipped.

Please allow approximately 24–72 hours after shipment for the tracking information to become active or show new updates.

5. My tracking has not updated. What should I do?

International shipments may occasionally move between logistics facilities without an immediate tracking update.

If your tracking information has not updated for an extended period, please contact us with your order number and we will help you review the available shipping information.

6. What should I do if my order has not arrived?

If your estimated delivery period has passed and you still have not received your order, please contact us at SililiyShop@hotmail.com .

Please include your order number so our customer support team can review the shipment information.

If the package is confirmed lost or cannot be successfully delivered, we will assist you with an appropriate solution, which may include reshipment or a refund depending on the circumstances.

7. Can I change my shipping address?

If your order has not yet been shipped, please contact us as soon as possible and provide the correct shipping information.

Once an order has already been transferred to the shipping carrier, we may no longer be able to change the delivery address.

8. Can I cancel my order?

If you need to cancel your order, please contact us as soon as possible.

If your order has not yet been processed or shipped, we will do our best to assist with the cancellation.

Once an order has already been shipped, cancellation may no longer be possible and our standard return process may apply.

9. What is your return policy?

We offer a 30-day return policy. Eligible items may be returned within 30 days from the date your order is marked as delivered.

Returned items should be unused, unworn, undamaged, and in their original condition with applicable packaging and accessories.

Please contact us before returning an item so we can provide the appropriate return instructions.

10. What if I receive a damaged or incorrect item?

If your item arrives damaged, defective, incorrect, or materially different from what you ordered, please contact us.

Send us your order number together with clear photos showing the issue. We will review the information and assist you with an appropriate solution.

11. How will I receive my refund?

Approved refunds are normally issued to the original payment method used to place the order.

After a refund has been issued, additional processing time may be required by your bank, card issuer, or payment provider before the funds appear in your account.

12. Do I have to pay customs duties or taxes?

International orders may be subject to customs duties, import taxes, or other local charges depending on the destination country or region.

These requirements are determined by local authorities and may vary depending on your location.

13. I entered the wrong information when ordering. What should I do?

Please contact us as soon as possible with your order number and the correct information.

If the order has not yet been shipped, we will do our best to update the information before dispatch.

14. How can I contact customer support?

For questions about orders, products, shipping, tracking, returns, refunds, or any other issue, you can contact us by email.