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FAQs
Products
Are all your products 100% pure mulberry silk?
Yes! All MurierSilk products are made from ultra luxurious 100% pure mulberry silk.
What are the benefits of wearing a Mulberry silk scarf?
- Softness and smoothness: Mulberry silk is known for its softness and smoothness, which feels luxurious against the skin.
- Breathability: Mulberry silk scarves are breathable, making them ideal for all seasons.
- Moisture-wicking: Mulberry silk can absorb up to 30% of its weight in moisture, keeping you cool and dry.
- Hypoallergenic: Mulberry silk is naturally hypoallergenic, making it a great choice for people with sensitive skin.
- Durability: Mulberry silk is a strong and durable fabric that can last for years with proper care.
Is silk easy to care for?
Absolutely! Choose a detergent made specifically for silk (we recommend a pH-neutral liquid detergent). It is important that the detergent you use does not contain enzymes or bleach, which can damage your silk products. Hand wash in cold water and hang to dry. Avoid twisting or wringing the scarf, as this can damage the delicate fibers.
4. How to deal with the wrinkles of silk scarves?
If the silk scarf is not properly stored and maintained, it will easily wrinkle when it is taken out in the next year, which will greatly affect the appearance. However, if it is not used in the correct way, it will easily cause certain damage to the silk material. We will give you some advice about the solution after the silk scarf is wrinkled.
- If the silk scarf feels hard, it is recommended to soak it in a clothing care agent for about 3-5 minutes and dry it in the shade to solve it;
- Rinse the silk scarf in clean water, the water temperature is below 30 degrees, pay attention to let the water over the scarf. Then use soft washing liquid or wool special detergent;
- Gently rinse, pay attention not to scrub, wash by squeezing, avoid wringing, squeeze to remove water, dry in the shade or fold in half to hang in the shade, plastic in wet state or semi-dry, can get wrinkles out of silk.
- Fold it flat and hang it up when it is usually placed, which can prevent the silk scarf from wrinkling. You can also use steam ironing or ironing with a low-temperature iron pad;
How to hand wash silk scarf at home?
Hand washing is always the best and safest method for washing particularly delicate items such as silk.
Step by step instructions:
1）Fill the basin with warm water <= 30°C/86°F.
2）Add a few drops of special detergent for silk.
3）Let the silk towel soak for three minutes.
4）Agitate the silk item in the water.
5）Rinse silk items with <= lukewarm water (30°C/86°F).
6）After washing, dry the water with a towel.
7）Hang the silk scarf to dry.
6. How to remove static electricity on silk scarves？
1) Atomize with water
Since static buildup can only occur in dry environments, adding a little moisture can help with the problem. You can buy a spray bottle to help you. All you have to do is spray some water on the silk scarf before wearing and let it dry before wearing.
2) Apply moisturizer to the neck before wearing the scarf
Try applying lotion on your neck. Just be sure to let the moisturizer saturate completely before wearing the scarf. (If you have an oily neck, it may leave a stain!)
3) Use a metal coat hanger (safety pins or metal thimbles will work too)
Hang the silk scarf on a metal hanger, this will reduce the charge by transferring the electron charge from the scarf to the metal hanger. But other small metal objects can also serve this purpose.
Why there is a color difference?
We try to display actual product colors on the website as accurately as possible. However, actual colors will depend on your electronic display monitor; we cannot guarantee that any color displayed by your monitor will be accurate.
Plus, unlike other textiles, silk is a highly lustrous fiber.
The shimmering luster of silk is due to the triangular prism-like structure of silk fibers that allow silk to refract incident light at different angles, thus producing different colors. These make the color of the silk shimmer and change color with the angle of the light. Hold your silk product up to the light and see how it reflects the color differently from other silk products. Therefore, the actual color of the product you receive may appear different in different lighting.
What does Momme mean?
Momme is the unit of silk thickness, the larger the momme, the thicker the silk fabric. The momme of silk refers to the weight of the fabric. Generally speaking, the greater the gram weight, the more silk raw materials are used, and the higher the cost.
Generally, silk fabrics are divided into 12, 16, 19, 25, 30, and 40 Momme.
The formula for calculating momme number is: 1 gram per square meter/4.3056.
The higher the momme number, the higher quality and more durable the silk fabric.
How can I style my Mulberry silk scarf?
Mulberry silk scarves are versatile and can be styled in many ways, including:
Around the neck: Fold the scarf in half, wrap it around your neck, and then pull the loose ends through the loop.
In the hair: Tie the scarf around a ponytail or bun for a chic and stylish look.
On the wrist: Tie the scarf around your wrist like a bracelet.
On the bag: Tie the scarf around the handle of your handbag for a pop of color.
Orders
How to place a bulk order?
-What is the minimum quantity for bulk order?
At least 20. (less than 20 can be negotiated)
-How do I place an order?
First of all, please send an email to info@muriersilk.com to inform us of the product SKU, quantity and requirements you want to order, and we will reply you within 48 hours. Once you have received a quote and are sure you want to proceed, we will send you an invoice. At that time, we’ll also ask for your payment information. You will be able to view your invoice and confirm your order before proceeding with payment. After receiving your payment information, we will arrange your order as soon as possible and send you a package tracking number after the order is shipped.
– Can provide samples?
We do not send out samples for now. If you would like to try a product before ordering, please place your order directly through our website.
-Do you provide embroidery/customization service for your products?
Currently, we provide embroidery and size customization for some products. Please note that embroidery or custom services are at an additional cost.
-Can I bulk order items that are out of stock?
If a specific color/size of a product you would like to bulk order is out of stock or only available for pre-order, we will take this into account and notify you upon receipt of your bulk order email.
-Can I return all or part of a bulk order?
No, bulk orders do not support returns at this time.
What should I do if I did not receive a confirmation email after placed an order？
Our confirmation letter is automatically sent by our system. If you have not received a confirmation email within 12 hours of placing your order and your credit card/Paypal account is still being charged, please contact us immediately. We will confirm your order on our website and send you another confirmation email with your order number and order details.
There are several possible reasons why this could happen:
1）You have entered an incorrect or unusual email address when registering with our site. Since our confirmation email is sent to the email address you have registered with us, this letter will be lost.
2）Some email systems have filters that classify our emails as spam so that they do not reach your inbox. However, it is recommended that you check your spam folder before contacting us as it is likely blocked by your email system.
Why didn’t I receive an email notification that my order shipped?
Once your order ships, our ordering system automatically sends our Shipping Notification email. If you don’t receive the email, you may have entered the email incorrectly, or it may have been sent to your spam folder.
We usually take 1-2 business days to process your order before dispatching your package. If you do not receive an email about your order shipping within 2-5 business days of placing your order.
How to cancel my order?
The first thing to do is to email us at support@muriersilk.com with all the necessary information stating that you wish to cancel your order.
Please note that we cannot cancel orders that have already shipped. This means that once you have received our shipping notification, the order cannot be canceled. Then please wait for your package to arrive, you can keep it or contact us for return/exchange. You are responsible for the shipping costs required to send the original item to our collection warehouse. In the event of a return, we will refund your payment to you once our collection warehouse has confirmed receipt of the order.
How do I track my orders?
Once your order has shipped, you will receive an email that your order has shipped with the tracking number provided.
If you do not receive an email about your order shipping within 2-5 business days of placing your order.
6. How do I change/modify my order?
If you have not placed an order, you can change it directly in the shopping cart. After submitting the order, if you want to modify/change the order, such as changing the shipping address, changing the size or product, etc., please contact us to make changes as soon as possible, and we will reply within 24 hours. Please note that orders cannot be changed after they have shipped.
7. How long will it take my order to arrive?
In addition to shipping time, it takes 1-2 business days to process and usually takes about 3 to 8 business days to arrive. Arrival times vary by country. For details on shipping information, you can view the Shipping Information page. If you have problems tracking your order, please feel free to contact us, any questions, please reply within 24 hours.
8. What Shipping Methods are available?
– For free/standard shipping, we use your local postal service such as USPS, Royal Mail and LePost.
– For express shipping, we use parcel shippers like DHL, UPS or FedEx depending on your location.
Delivery
Do you provide international shipping services?
Yes, MurierSilk ships to most countries and regions worldwide and will provide you with tracking information once your order has shipped.
Please note that P.O. mailbox addresses and military addresses (APO, FPO) cannot be delivered.
What should I do if the package is damaged in transit?
- a) When you receive the parcel, first of all, please check if the package is damaged. If the package is OK, then you are supposed to check whether the products are in good condition. If there are any problems mentioned above, please refuse to sign for the parcel and contact us in time.
- b) If you encounter the condition that the parcel must be signed before it can be checked. Please sign for and open the parcel in front of the courier. After checking, if there is no problem then you can give the receipt to the courier. If there is any problem, please give feedback to the courier and contact us immediately. (It is suggested you take pictures of the package box, product boxes, products, waybill, etc. And pictures should be clear and easy to identify. )
- c) If you (or your client) do not check the parcel and signed, the commitment that logistics undertakes transportation risk will end. Thank you for your understanding.
What should I do if I’m not at the shipping address when my package is delivered?
If you are not home to sign for your package, you are suggested to contact the carrier directly to schedule a new delivery appointment or nominate a safe place or pick it up from your local shipping location later.
Redirect your package to another location, an additional fee may apply.
Why hasn’t my shipping information been updated?
After our warehouse personnel successfully dispatch your order, it may take some time for the carrier’s website to update your package information. Once the carrier has updated your shipping information, you will be able to track the status of your order.
If after 2-3 days the shipping information still does not appear, please contact our customer service team will generally get back to you within 24 hours.
Why is the tracking number not working?
When we ship the package to you, the shipping company may not update the information immediately because your package is in transit. It will be updated once it reaches the next sort facility. It may take several days after an order ships from our company to see any activity.
If after 2-3 days there is still no shipping information, please contact us. A member of our customer service team will typically get back to you within 24 hours.
How to change my shipping address?
Please contact our email at support@muriersilk.com first to submit your ‘changing address’ request.
Generally, we can only update your shipping address before shipment. To ensure that your package can be properly delivered, please ensure that your address is complete and correct with all information including apartment/suite/room numbers.
We are unable to cancel an order after shipment. Please keep an eye on your order status to make sure you can receive your order.
We appreciate your understanding.
Do I need to be at my shipping address when my package is delivered?
Generally speaking, you should sign your parcel by yourself. If you are not at the shipping address when the parcel arrives, you can contact the express company and give your delivery requirements, like leaving the parcel at the required place.
Why was my package returned?
1） The address is not specific enough, so the package cannot be delivered. We will contact you as soon as we become aware of this situation. If we contact you and get no response before the deadline, the package will be returned.
2）The package has not been signed for within the specified time. The logistics company will directly return the package after the expiration date.
Please don’t worry, if you encounter this problem, please get in touch with our customer service immediately, we will try our best to solve this problem for you.
How come my package shows delivered but I have not received my package?
We suggest you look around for your parcel first. For example, you can ask your neighbors if they see your parcel or check the condition with the entrance guard. Also, you should contact the local express company for further information. If you still haven’t found your parcel, please contact us. We will try our best to help you solve the issue.
What can cause delays on my order?
The most common factors may cause to the delay are as following:
1) Misspelled, incomplete, or outdated address when the carrier fails to deliver the package.
2) Unforeseen circumstances at the local post office, postal strikes, customs clearance, or weather.
3) The carrier may take 1-2 business days to register and receive parcels. This will affect your shipment status.
4) Public Holidays in your location and ours can also cause delays during the processing time.
Do I need to pay the Duty?
All orders are shipped worldwide duty-paid. In case of any duties or fees or due to customs inspections or any other fees you were charged, please keep the payment receipt and send it to us by submitting the bill and we will pay it.
Return
What if I receive a defective/wrong/stained item?
If you have received a defective or stained item, or you have not ordered the wrong item, please contact us and we will usually get back to you within 24 business hours.
Please make sure not to return anything until you have sent your message so we can process the return for you and provide you with the information you need to return it.
When sending your message, please include your order number, the SKU number of the item, a description of the problem, and a few clear photos to show us the exact problem.
We will get back to you as soon as possible.
What is your return policy?
We understand that not every purchase works out, which is why we offer a 30-day return policy to guarantee 100% satisfaction. We’ve made the return process super easy.
1）We accept returns postmarked within 30 days of the original purchase date. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
2）The following items cannot be returned, refunded, or exchanged: ①Items on clearance,②Gift Wrap Boxes,③Customized Items,④Gift Cards/Free Gifts.
3）Items must be returned unworn, unwashed, and undamaged with all original tags attached. We do not accept a returned item that’s worn, damaged, washed, or altered in any way.
4）We do not accept returned items that were sent back by you directly without checking with us first. Note: Please make sure that you will return the package to our agreed return address. Or it will affect the processing of your return.
How do I make a return?
1) Please first send an email to the customer service email to request a return/exchange, specifying your return item and the reason for the return.
2) Returned items must be in the original packing in which they were first received, with all boxes or tags intact. Please seal the package securely.
3) Please drop off the package at your local post office. If possible, please email us your return tracking number so we can keep track of the returned item.
4) Once we receive your package, we will process it immediately.
Return/Exchange Policy
1) You must submit all return requests within 30 days of package delivery.
2) The following products cannot be returned or exchanged: Items on clearance and customized items.
3) Returned items must be in their original condition upon arrival, unworn, unwashed, undamaged, and with all boxes or labels intact. We do not accept returns that have been worn, damaged, washed or altered.
4) We do not accept items that you return directly without checking with us first.
5) We recommend that you write down your order number, reason for return or exchange, and other comments on a piece of paper. Please include it in your return package.
6) We do not accept returned parcels for cash on delivery service. Return shipping charges are non-refundable.
7) Refunds/exchanges will be processed upon receipt at the warehouse. Packages returned to us remain the responsibility of the customer until the goods are received at the warehouse.
8) If you make a purchase during a promotion and the total discount you receive depends on the total cost of the order (e.g., buy more and save more), and you wish to return the item, the discount you qualify for may be subject to the promotion the campaign changes to a lower discount. The refund will then be recalculated according to the terms of the promotion.
When will I be refunded?
After receiving the returned item, we allow up to 3-5 business days to process the refund. Depending on the payment method, refunds will usually be credited back to the account you originally paid for. If you would like us to refund the amount to your credit/debit card, this timeframe is 3-15 business days, depending on your financial institution. Allow 48 hours if you would like us to refund the amount to your Paypal account.
If you cannot receive the payment in time, please feel free to contact us.
When will the exchanged items be shipped out?
For exchange, the new items will be processed within 5 business days of receipt of your item(s). And for the estimated shipping time, please refer to the shipping time for the normal orders.
Can i send the return without contacting you?
Note: Please make sure that you contact us first and will return the package to our agreed return address. Or it will affect the processing of your return. We do not accept returned items that were sent back by you directly without checking with us first.
Do I need to pay for return shipping?
For returns with no quality issues, we will reimburse for the price of goods only. You will be responsible for the return postage for the additional returns, and you are suggested to choose the economical way to return.
Please prepay shipping charges for returned items. If there is a manufacturer defect, we will reimburse you for return shipping. Please email us and attach a clear photo of the item to verify the quality problem first. Please follow the instructions provided by our customer service team.
Payment
Why can’t I check out?
You can try these methods as follows：
1) We suggest you change a device or browser and try again. Sometimes certain aspects of checkout won’t display or function properly.
2) And you are suggested to try and check out using PayPal express check out to see if that helps.
3) If you’re still having trouble, you can give us the SKU, quantity, color, and size you need, and we will send you a payment link for you to pay.
If you’re still having trouble, please feel free to contact our email support@muriersilk.com and let us know in detailed we’ll investigate further.
What methods of payment do you accept？
We, MurierSilk are doing our best to ensure you a wonderful shopping experience with us. Currently, we provide simpler, more efficient, and more secure Paypal and Credit card payment. No matter what methods you prefer, you need to select your items and add them to your shopping cart, that’s for sure. In addition, registering with us first would be very helpful for shopping with us since you will get rid of the trouble of entering your information repeatedly, plus, you can manage your account, check your account and get informed with your order status very fast.
Why was my payment declined?
Payment may be declined for several reasons since you paid via different payment methods.
If you paid via PayPal, and your payment was declined, you may need to:
.Confirm the email address associated with PayPal.
.Update the expiration date or billing address associated with your credit or debit card.
.Confirm your credit or debit card so we know you’re the card owner.
.Go through a security check so we can confirm your identity.
.Resolve a limitation placed on your account.
If you have trouble paying via credit card:
Please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or your card is not suspended by the bank for a review.
In the case that your payment is still refused, we suggest you try another card at checkout or pay us via PayPal.
If you want to know further information about being declined, you are suggested to contact the payment method provider directly.
What currencies do your accept for payment?
*We accept the following currencies:
US Dollar, Australian Dollar, Canadian Dollar, Euro, Pound Sterling, Singapore Dollar,
Japanese Yen, Swiss franc, Mexican Peso, Swedish Krona, New Zealand dollar, Danish Krona
*How can I change the currency?
Please check the screenshot below for reference.
When will I be charged?
The money will be taken immediately once it is authorized. An email will be sent to you to confirm your order. But if your card is not authorized or is under the status of pre-authorization, payment will not be taken. You may contact your bank or card issuer to authorize the payment. Please note that even if a payment isn’t authorized, the transactions will still continue. This occurs because some card issuers still hold the funds for a short period of time. We will process your order once we receive the payment, or you can choose to cancel the unpaid order.
Why isn’t my promo code applying?
- 1）Please be sure that the code has not expired.
- 2）Please be sure that the code meets the conditions of use. Some codes are only available for certain selected items or require more than a specific price.
- 3）Please kindly note that some promo coupon codes only apply to full priced items, they will not apply to an item that is on sale.
Why am I being asked to authorize my order?
Detailed personal information may be required to authorize your order. If you have been asked to authorize your order it has been randomly selected and placed on hold by our fraud prevention team for further verification. It is our responsibility to protect our shoppers from any unwanted billings. If the order has not been authorized after one week, we are forced to believe it is fraudulent and the order will be subject to cancellation without further notice.
Can I use more than one coupon code?
Sorry, our website only allows the use of one code per transaction so please use the code with the best discount /offer at the checkout.
Can I use more than one coupon code?
Sorry, our website only allows the use of one code per transaction so please use the code with the best discount /offer at the checkout.
What if I forgot to add my promo code at checkout?
If you forgot to add your promo code at checkout, please email us at support@muriersilk.com with your order number and offer details. We will work to find the best solution for you!
Account
Why am I not getting feedback to my emails?
Normally, emails will be replied to within 24 business hours if you have already contacted us .
We suggest you check the Sent Mail and Drafts first to see whether it has been sent successfully if you do not receive the replies.
If it is successful, please kindly check your Spam/Junk folder to see if our email was marked as spam.
You can select Report, not spam, or Move to inbox if that e-mail is found there.
Alternatively, check out the All Mail folder, which contains every email you received recently, including the junk folder.
If you still cannot find the replies after all the above checking, please check your security system, which you may use to detect spam e-mail; you are suggested to add our contact email to your safe sender list or white list.
Why can’t I log into my account?
Generally, there are three reasons why you can‘t log into your account: you did not register on our website or your password is incorrect or you forget the password.
If your password is incorrect or you do not remember the password, please kindly try to change your password via clicking “Forgot Your Password?” on the login page.
If you have done it, but you do not receive a link to reset your password later. First of all, please kindly check your spam or trash folder. If you still can‘t find the link, you most likely have not registered on our website. Could you please kindly register via “CREATE ACCOUNT” on the right side of the login page?
If you are sure that you have registered, please kindly contact our email support@muriersilk.com and we will help you with it.
Can I sign in with my Facebook account?
We apologize that the account cannot be signed in directly with Facebook/Instagram/Google/Twitter account now.
We suggest you register with your email address if you prefer to get more exclusive discounts.
What are the benefits to registering with us?
1）Receive 10% off your first full-price order .
2）Fast and easy checkout for future transactions
3）Easy access to your order status and order history
4）Get access to your favorite items in “My Wishlist”
5）Enjoy sweet deals with our exclusive discounts, promotions, and special offers.
Security & Privacy
Is your payment method safe?
Yes! Please rest assured that MurierSilk will warrant that your information including the sensitive information submitted by you is protected both online and off-line. While you are making the payment, the page is secure, encrypted and protected with encryption software, SSL.
How do I unsubscribe from muriersilk newsletters?
If you do not want to keep up with our latest items and promotions, you may unsubscribe by simply clicking the unsubscribe link at the bottom of every email we send and follow the instructions.
Will muriersilk save my personal information?
We respect your privacy and keep your personal information confidential.
When you visit our site, your information collected is stored by your browsers. We use cookies and similar technologies, cookies can be used to recognize your IP address and provide faster access to our site. You can restrict the use of cookies by changing the settings in your browser. But note that this will limit your access to our site.
Others
How do I modify my billing address?
Please note that we only need shipping address for order delivery. Nothing will be sent to billing address. So you do not have to modify your billing address.
Do you offer a wholesale price?
If you are a retailer and are interested in selling our product in your store, please send us an email at support@muriersilk.com. We will get back to you ASAP.