Frequently Asked Questions

Welcome to our FAQ page, where you can find answers to the most commonly asked 
questions about our company, products/services, policies, and more

General Questions

Products/Services Questions

Account Questions

Technical Questions

Contact Questions

1. General Questions

What is your return policy?
We want you to be completely satisfied with your purchase, so we accept returns on all items within 15 days of the purchase date.
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
Do you have a physical store?
Currently, we do not have a physical store. However, we do offer free shipping and free returns, so you can try our products risk-free.

2. Returns and Exchanges

Returns Policy
If you are not completely satisfied with purchase or gift for any reason, The Sillow welcomes you to return new or gently used products for a full refund to your original method of payment if returned within 30 days of purchase, in most cases. Returns that are made from 31-60 days after purchase are eligible for online credit (if returned to us by mail) or store credit (if returned in-store). In order to complete the return, you must have a proof of purchase.






1. Finding Products

Search for Products
Website FAQs
 1. What makes THE SILLOW silk products different from other brands? We offer premium, hypoallergenic silk made from the highest quality materials. We emphasize scientic backing and meticulous craftsmanship to ensure our products stand out in terms of beauty benefits and comfort. 
2. How do silk pillowcases beneqt my skin and hair? Silk pillowcases reduce friction, which minimizes hair breakage and prevents skin irritation. They also help maintain skin moisture, reducing the likelihood of wrinkles and dry skin. 
3. Are Silkora products machine washable? Yes, our silk products are machine washable just make sure to use a gentle cycle with cold water and a mild detergent to keep them looking fresh and luxurious. 
4. What sizes are available for your pillowcases? We offer standard, queen, and king sizes to ensure you the perfect fit for your bed. Check our size guide for precise measurements. 
6. How can I ensure my silk products last a long time? Treat your silk with love. Hand washing or using a gentle machine cycle, avoiding harsh detergents, and air drying will keep your products in top condition. 
7. Do you offer international shipping? Absolutely# We ship worldwide, so you can enjoy luxurious products no matter where you live. Shipping rates and times vary depending on your location. 
8. Can I return or exchange my purchase if I'm not satisfied? Of course! We offer a 30-day return policy. If you're not completely happy with your purchase, Just contact our support team, and we:ll sort it out. 
9. Do you offer gift cards? Yes, we do. Sillow gift cards are a perfect present for any occasion. They can be purchased directly from our website and used anytime within a year from the date of purchase. 
9.What kind of silk do you use, and is it sustainable? We use  Mulberry silk, known for its superior quality and softness. We are committed to sustainable practices, ensuring our production is eco-friendly. 
10. How do I contact customer service for further inquiries? We're here to help! Reach out to our friendly support team via email at info@thesillow.com, or use the live chat feature on our website for quick assistance.
Search for Gifts
Searching for that perfect gift? Trying to stay within a budget? Browse our Gifts section to view the newest gift sets and selections for the season.
Product Availability & Out of Stock Products
Sephora carries thousands of products and hundreds of brands. Occasionally, an item may be temporarily out of stock. Our stock is replenished on a weekly and sometimes a daily basis depending on the particular item and brand. Some pages have an "email me" feature that notifies when the product is back. If the product says, "coming soon" or "temporarily out of stock," come visit us again.

Account registration, sign in, password & linked accounts

Resetting Your Password
If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.
Changing Your Login Email Address or Password
You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.

Order status & history

Tracking an Order
You can track the status of your order online at thesillow.com. Click on Track Order at the top of the page to see your Recent Orders. Click on the order number for the shipment that you would like to track, and a detailed order information page will be displayed. A tracking number is located to the right of the ship-to address and under the shipping method. Click on this number to view detailed tracking information. You can review the tracking history and the estimated date of delivery.
Order Statuses:
Order Submitted - "Placed" Once you have placed your order on The Sillow and your credit card has been authorized, your order status will appear as "Placed."
Order Processing - "In Progress"
Once you have placed your order, it will be sent to our warehouse to be processed and packed for shipment. During this time, your order status will appear as "In Progress." Please allow 1 - 2 business days for the order to be processed and prepared for shipment.
Order Delivery - "Shipped"
Once we have assigned a tracking number to your order, and it has left our warehouse, the order status will appear as "Shipped."
Order Delivery - "Partially Shipped"
If your order will arrive in multiple shipments, once one of those shipments has left our warehouse, the order status will appear as "Partially Shipped."
Order Returned - "Returned"
It takes up to 2 weeks to process a return and credit your credit card account. Once your order has been returned and processed, the order status will show "Returned." We will notify you via email once your return has been processed.

Canceling or Modifying an Order

Before you place your order, you can view the contents and the total amount in your shopping basket. Once your order is placed, it cannot be modified. If you would like to cancel your order, most orders can be canceled up to an hour after being placed. To check the status of an order, check the Order Details page.

Partially Canceled Orders

If an item in your order is out of stock after your order has been placed, the out of stock item will be canceled from your order, and you will receive notification via email. All in-stock items in your order will be shipped. If the initial order you placed met the $50 minimum free shipping threshold, but part of your order was canceled by The Sillow, the order will still ship for free. If you would like to be notified when the item is back in stock, please visit the product page and sign up for the "Email when in stock" alert. 

Representatives or Beauty Advisors are available: 

MON-FRI: 5am to 9pm PT 
SAT-SUN: 6am to 9pm PT

Chat with us

Representatives and Beauty Advisors are available: MON-SUN: 5am - 9pm PT