FAQ
Silk & Lace Frequently Asked Questions (FAQ)
Welcome to the Silk & Lace Customer Care Hub. Whether you are tracking a recent purchase, looking for the perfect fit, or curious about how our exclusive pre-order clothing campaigns work, we have compiled quick answers to our boutique’s most common inquiries.
Can’t find what you’re looking for? Our customer support team is always a click away at info@silkandlaceboutique.com.
Frequently Asked Questions
Orders & Shipping
Is shipping free?+
Yes — all orders within the United States ship completely free with no minimum spend required. International and EU orders are supported; rates are calculated transparently at checkout based on your destination.
How long does it take to receive my order?+
In-stock items are processed and shipped within 2–3 business days. Standard US transit is 3–5 business days after that. EU delivery is typically 7–14 business days. If an item is mid-restock, add 5–10 business days for it to arrive at the studio before shipping.
Will I receive a tracking number?+
Yes. A shipping confirmation email with your tracking number is sent automatically as soon as your package leaves the studio.
My tracking shows 'Delivered' but I haven't received my package. What should I do?+
Once a package is handed to the carrier, transit is in their care. Please email info@silkandlaceboutique.com and our team will help investigate — typically within 24–48 hours.
Do I have to pay customs duties or taxes on international orders?+
Packages shipped outside the US may be subject to local import duties, VAT, or customs fees regulated by your country. These are the responsibility of the customer and are separate from any charges at checkout.
Returns & Exchanges
What is your return policy?+
US customers have 30 days from delivery to initiate a return. EU and UK customers have a statutory 14-day right of withdrawal from the delivery date. Items must be unworn, unwashed, in original condition, with all tags attached.
Are there any restocking fees?+
None. There are zero restocking fees on any return.
Who pays for return shipping?+
Return shipping is the customer's responsibility. We strongly recommend using a tracked carrier. Offering free return shipping is a top goal for the end of 2026 — keeping this cost on the customer side currently prevents us from raising overall apparel prices.
How are exchanges handled?+
You cover the return shipping to send the original item back. Silk & Lace covers 100% of the outbound shipping to send your new size or replacement. Exchanges are subject to available stock — if your requested size is unavailable, we'll offer an alternative or a full refund.
How long does a refund take?+
Once your return is physically received and inspected, you'll receive a notification email and a refund is automatically issued to your original payment method. EU statutory withdrawals are processed within 14 days of receiving your cancellation notice or proof of return shipment.
The Lab — Pre-Orders & Crowdfunding
What is 'The Lab'?+
The Lab is Silk & Lace's sustainable slow-fashion initiative. Original designs are listed for backing and only enter factory production after hitting a specific backer milestone — preventing mass overproduction and waste.
Is a Lab item available to ship immediately?+
No. Lab Originals are pre-orders, not traditional stock items. When you back a Lab item, you are securing your piece at a special pre-order rate. The item is produced after the campaign funds successfully.
What happens if a campaign doesn't reach its goal?+
If a design does not hit 100% of its backer milestone by its deadline, the campaign is canceled and every backer receives a full, automatic refund to their original payment method. It is completely risk-free.
What perks do backers receive?+
Backers receive: (1) a built-in discount versus the future retail price, (2) a permanent 10% Lab VIP discount code with no expiration date if the project funds, and (3) a guaranteed physical garment upon successful production.
How long does a Lab item take to arrive?+
If a campaign is still in the funding phase, the total timeline from backing to shipping can be 2–3 months. If a design has already cleared its milestone and is actively in production at the factory, expect approximately 30 days to ship.
I ordered an in-stock item and a Lab pre-order together. When will they ship?+
By default, the entire order is held and shipped together once all pieces are ready — our sustainable combined shipping policy. If you'd like your in-stock item sooner, email info@silkandlaceboutique.com to arrange a split shipment.
Gem Bag Rewards
How do I earn Gems?+
Gems are earned automatically: 1 Gem per $1 spent at checkout. You also earn a one-time 50 Gem welcome bonus when you register your email. Social actions (sharing our shop, following on Instagram or TikTok) each earn 25 Gems. Leaving a verified text review earns 50 Gems; adding a photo earns an additional 50 Gems.
How do I redeem Gems?+
Open the Gem Bag drawer on the storefront and navigate to the Store tab. Current tiers: 50 Gems = $5 voucher (min. $50 order), 100 Gems = $10 voucher (min. $75 order), 150 Gems = $15 voucher (min. $110 order), 200 Gems = $20 voucher (min. $140 order).
Do I need an account to earn Gems?+
You can register with just your email address via the Gem Bag drawer — no full Shopify account required. If you later create a full account with the same email, your Gems and vouchers are automatically merged over.
How do I log into my Gem Bag rewards?+
Use passwordless login: enter your email in the Gem Bag drawer and you'll receive a 6-digit verification code by email. Codes expire after 10 minutes for security.
Are voucher codes single-use?+
Yes. All generated voucher codes are single-use, restricted to your account email, and cannot be stacked with other voucher codes.
Contact & Support
How do I contact Silk & Lace?+
Email us at info@silkandlaceboutique.com. Our team responds within 24–48 hours, Monday through Friday. Silk & Lace is a small, founder-led studio — every message is handled personally.
Do you have a physical store?+
No. Silk & Lace operates exclusively as an independent online boutique with no brick-and-mortar storefront. All designs and logistics are managed from our studio in North Carolina.
I have a question about a pre-order or Lab campaign. How should I reach out?+
Email info@silkandlaceboutique.com and include your order number in the subject line — this helps us pull up your campaign details immediately.