Where are the garments made?
All our items are hand made by our highly skilled seamstresses in Amsterdam.
How should I care for my silk garments?
All our garments are 100% Silk and therefore, proper care is of most importance. We highly recommend dry cleaning only. This way we guarantee your Silk by Nancy items will keep their sheen for years to come. For more information on how to properly care for your Silk garments read our blog: 10 tips to enjoy your silk items for years for.
Can I personalise the silk garments with initials?
Yes, all garments can be embroidered on pouch up on request. Leave a message for us at the check out and we will make it happen. Please note that customised items are not eligible for return or exchange.
What payment methods does silkbynancy.com accept?
We accept various payment methods. We accept credit cards for most countries. We also accept PayPal. Can I see the prices in my own currency? Our web shop prices are shown in EUR. However, your payment will be converted to your local currency by your bank or payment service provider.
REFUNDS AND EXCHANGES
What is your refund policy?
After receiving your order, you have 30 days to return and/or exchange the item(s) free of charge. For your convenience we will send our carrier to pick up the parcel. Please send us an email at firstname.lastname@example.org to start the refund process. Read our page how to return and/or exchange for a more detailed explanation on how to (partially) return or exchange your order. Please note that personalised items are note eligible for refund or exchange.
Can I partially return or exchange an item?
Yes, you can follow the standard refund and exchange process for a partial of your total order. Read our how to return and/or exchange page for a more detailed explanation on how to (partially) return or exchange your order. Please note that personalised items are note eligible for refund or exchange.
How long does it take for me to receive my refund after returning an item?
In general, we will refund you one business day after we have received the returned items. Please note that it is depending on your bank or credit card company when you will see the refund in your account or on your credit card statement. Refunds from returns will be booked onto the payment method that was used on the original order (bank account, credit card, PayPal account). Refunds cannot be booked on a different payment method than the one that was used for the original order.
Are there additional charges on my international order?
Your local custom office may charge you with import duties, other taxes, or charges. This can vary per country.
SHIPPING AND TRACKING YOUR ORDER
What are the shipping costs?
Our shipping costs vary depending on the size and weight of your total order, and what country your order is being shipped to. Please be informed that your order will be shipped from the Netherlands. The exact amount of shipping costs is calculated at check out. Orders above €250,- enjoy free shipping.
How can I track my order?
As soon as we marked your order for shipping, you will receive step by step email updates on the whereabouts of your parcel.
How long does it take for my order to arrive?
Please note that deliveries can take up to 14 days after we have successfully received your payments. All items are handmade and therefore may take some time to get to you. Also your local customs office can hold your package for longer.