Question 1

How do I place an order?

Accepted Answer

Choose your pieces, add them to the bag and go to checkout. We'll walk you through the delivery address and payment step by step — no account needed.

Question 2

Can I change or cancel my order?

Accepted Answer

If your order hasn't been handed over for dispatch yet, email us at info@sinesilk.com as soon as you can and we'll do our best to change or cancel it. We dispatch within 24–48 h, so timing matters.

Question 3

How long does it take to process an order?

Accepted Answer

We pack and dispatch orders within 24–48 hours on business days. You'll get an email with your tracking number once the parcel is on its way.

Question 4

Can I get an invoice?

Accepted Answer

Yes. If you need an invoice, enter your billing details at checkout and we'll email it to you together with the order confirmation.

Question 5

Can I add a note to my order?

Accepted Answer

Yes. There's an order notes field in the bag — a good place to ask for gift wrapping or a handwritten card.

Question 6

Which payment methods do you accept?

Accepted Answer

We accept BLIK, Visa and Mastercard, and Apple Pay. Every available method is shown at checkout.

Question 7

Is my payment secure?

Accepted Answer

Yes. Payments are handled by a certified payment provider over an encrypted connection. We never store your full card details on our servers.

Question 8

My payment failed — what now?

Accepted Answer

Check your card details and available funds, then try again or choose another method. If it keeps failing, write to us and we'll help you complete the order.

Question 9

When am I charged?

Accepted Answer

We take payment when you place the order, before the parcel is dispatched.

Question 10

How much does delivery cost?

Accepted Answer

Delivery within Poland is free on orders over 800 zł. Below that, the cost is calculated at checkout based on the method you choose.

Question 11

When do you dispatch orders?

Accepted Answer

We dispatch within 24–48 hours on business days, straight from Poland. Every order is packed in our own gift box.

Question 12

Do you ship internationally?

Accepted Answer

Yes, we ship outside Poland too. Available methods and delivery costs appear at checkout once you enter your address.

Question 13

How do I track my parcel?

Accepted Answer

Once your parcel is dispatched we'll email you a tracking number and a link to follow it with the carrier.

Question 14

My parcel arrived damaged — what should I do?

Accepted Answer

Photograph the packaging and the contents and email us at info@sinesilk.com. We'll take it from there and arrange a replacement or a refund.

Question 15

What is your returns policy?

Accepted Answer

You have 14 days from delivery to return an order, no reason needed. The piece should be unused, in its original packaging and in the condition you received it. Full details are on our Returns & complaints page.

Question 16

How do I start a return?

Accepted Answer

Email us at info@sinesilk.com with your order number. We'll send you the return instructions and the address to send the parcel back to.

Question 17

Can I exchange a piece for another one?

Accepted Answer

We handle exchanges as a return plus a new order. Send the piece back and place a new order for the one you'd like instead.

Question 18

When will I get my refund?

Accepted Answer

Once we've received and checked your return, we refund within 14 days using the same method you paid with.

Question 19

What are your scarves made of?

Accepted Answer

Every piece is made from 100% natural silk (silk twill). Patterns are digitally printed on both sides, so the colour has exactly the same depth however the scarf falls.

Question 20

How do I care for silk?

Accepted Answer

Hand wash in lukewarm water with a gentle detergent, don't wring it, and dry flat away from direct sun. Iron on the reverse at a low temperature. A care card comes with every order.

Question 21

Which scarf size should I choose?

Accepted Answer

We make scarves in 53 × 53, 65 × 65 / 70 × 70 and 90 × 90 cm, plus twillies in 5 × 95 and 5 × 180 cm. Our “How to wear a scarf” guide shows the ways to tie each format — the easiest way to find your size.

Question 22

Does an order make a good gift?

Accepted Answer

Yes. Every order arrives in our gift box with a silk care card, ready to give.

Frequently asked questions

Orders

Payments

Shipping & delivery

Returns & complaints

Silk & care

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