Frequently Asked Questions

We're sorry that you haven't received your package.

If Navidium Insurance was selected at check out and the package’s last scanned movement has exceeded 7 business days, please file a claim by emailing us at claims@shopsilkandnoir.com. If initiating a claim about a damaged package/product, please provide photographic evidence. When you file a claim, it will be reviewed for approval for a reorder or refund, depending on product availability.

Navidium Insurance protects against lost or stolen packages but does not cover orders shipped to the wrong address.

Stolen & damaged packages have 15 business days from delivery to file a claim. After that time, Silk + Noir and Navidium insurance are unable to assist.  

Lost packages have up to 30 days from the last movement scan to file a claim. After that time, Silk + Noir and Navidium insurance are unable to assist. 

How to submit a claim:

Please contact us at claims@shopsilkandnoir.com A member of our customer service team will assist you within 1-2 business days.

What to include in your claim email:

• Subject line: Shipping Protection Claim for order <insert order number>. Your order number can be found on your order confirmation email.
• Description of issue.
• Photo evidence of damage if applicable.
• There is a 7 day waiting period for orders marked as delivered. Oftentimes, these orders show up within 2-3 days of being marked as delivered.

What happens after your claim has been submitted:

• After your claim has been submitted, please allow us 3-5 business days to work on your claim.
• Once your claim has been approved, we will send you a replacement if available, or issue you a refund back to the method of payment on file.

By selecting Navidium Shipping Protection, you agree to these terms:

• Navidium Shipping Protection is optional, but by deselecting shipping protection, we will not be liable for lost or stolen packages, including packages that are confirmed delivered by the carrier, but not received.

• If shipping protection is not purchased, the customer will be responsible for filing a claim with the carrier for the lost, stolen, or damaged package. Please use the resources below to file a claim with the carrier in the event that the package has been lost in transit & Navidium Shipping Protection was not purchased:
• USPS: https://www.usps.com/help/claims.htm
• UPS: https://www.ups.com/us/en/support/file-a-claim.page
• Packages will not be reshipped, nor refunds given in the event that packages are lost, stolen, or shown delivered, but not received by the carrier, and no insurance was purchased.
• We reserve the right to classify your package as delayed if there are known delays in your area.
• Shipping protection does not cover packages that has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbor or at a secure location.
• We reserve the right to deny claims due to insurance fraud, and/or abuse.
• Shipping protection is non-refundable.
• Shipping protection can not be canceled after an order has shipped.

If you need to update the shipping address on your order that hasn't shipped yet, you can contact us HERE and we'll be happy to assist with updating the address!

Due to the nature of our product, all products sold and distributed by Silk & Noir are final sale and are not available for refund. Please choose carefully. If your products are damaged upon arrival, don’t hesitate to contact us HERE so we can resolve the issue!

Silk + Noir uses USPS as the shipping courier of choice. All shipping prices are automatically determined by the United States Postal Service (USPS). After placing an order, standard processing and handling times for our business are 3-5 business days. Business days do not include Saturday/Sunday or holidays. This does not include the shipping couriers shipping time. 

Processing time is the time between when an order is placed by a customer and when the order is fulfilled by our business. Orders that require shipping are considered fulfilled when we give the shipment to a shipping carrier service. Based on your selected service, shipping typically takes an average of 3-5 days. Due to the COVID-19 global pandemic, shipping times may be delayed.

Order Processing Time : 3-5 business Days 

Order Shipping Time : First Class or Priority 1-3 Days 

Yes, you can track your package using the tracking information from your shipment email. We will provide a tracking number to you in 3-5 business days after your order has been processed. Please use the tracking number provided to check on your orders location.