FAQs
My order shipped, but I need to change the address.
Oh no! So sorry for the trouble. If your order has already shipped, we recommend reaching out to USPS directly to request a change or redirection. Unfortunately, once an order is in transit, we’re unable to make address updates on our end.
If your package is returned to us due to an incorrect address, it will be canceled and refunded (minus shipping fees). You’ll receive an email update if this happens.
Can I change the shipping address for my order?
We’ve got you! If your order has not entered the packing process, we’re happy to help. Please email our Customer Care team at contact@shopsugarsilkbeauty.com with your order number and new address ASAP.
A few things to note:
We can only update shipping addresses before packing begins.
We’re unable to switch orders from domestic to international addresses (or vice versa).
During high-volume periods like launches or promos, changes may be limited.
Can I change the billing address for my order?
Once your order is placed, we’re unable to edit the billing address — but don’t worry! As long as your payment was processed and the shipping address is correct, your SugarSilk goodies are on the way.
Can I modify my order after I’ve placed it?
All sales are final once placed. We’re unable to make changes to product selections, remove or add items, or apply discount codes retroactively. Thanks for understanding!
I received a package, but it wasn’t my order.
So sorry for the mix-up! Please email us within 14 days of delivery at contact@shopsugarsilkbeauty.com with:
Your order number
A photo of the products you received
A photo of the stamped initial/number on the outside of your package
A photo of the packing slip (with the initial visible)
We’ll fix this for you as quickly as possible
I received the wrong item.
Oops! Please reach out to our Customer Care team within 14 days of delivery with your order number and the following photos:
The stamped initial/number on the outside of the envelope/box
The products you received
We'll send out the correct item ASAP. If your item is out of stock or discontinued, we’ll issue a full refund. And yes — you can keep the incorrect item as our gift.
I’m missing item(s) from my order.
Oh no! Please email us within 14 days of delivery with:
Your order number
A list of missing items
A photo of the items you did receive
A photo of the outer packaging
We’ll make it right, promise.
I received broken item(s).
We always aim to pack with care, but accidents can happen. Email us within 14 days with your order number and clear photos of the damaged items. We’ll take care of you
My tracking says delivered, but I didn’t receive anything.
Sometimes USPS marks packages as “delivered” a little early. Give it 2-3 business days and check with neighbors or your local post office.
Still nothing? Email us within 14 days of the last tracking update with your order number and tracking info — we’ll help from there!
Why is my order marked "unfulfilled"?
No stress — “unfulfilled” just means your order is being processed and hasn’t shipped yet. Once it’s on the move, you’ll get a tracking number and a shipping confirmation email!
My international order is stuck in the U.S.
We’re just as excited for you to get your glow on! International packages can take up to 21 business days. Sometimes, customs or missed scans can delay tracking updates.
If it’s been more than 21 business days, email us with your order number and we’ll look into it!
Will I be charged customs or delivery fees (international)?
Possibly! All international orders may be subject to customs and duty fees, which are determined by your country upon delivery. SugarSilk Beauty is not responsible for these additional charges. Any duties or fees must be paid by the recipient.
My order shipped — when will it arrive?
All orders are shipped via USPS.
USA orders: Arrive in 3–5 business days (after shipping)
International orders: Arrive in 10–21 business days
Hang tight — your glow is on the way
Returns & Cancellations
Can I cancel my order?
Yes! If your order hasn’t shipped yet, email us and we’ll cancel it for a full refund. Once your order has shipped, we’re unable to cancel it.
What’s your return policy?
Due to the nature of our products, all sales are final. We don’t offer returns, refunds, or exchanges — even on gifts. Thanks so much for understanding and supporting small-batch beauty!
Need more help?
We’re always here! Contact our Customer Care team at contact@shopsugarsilkbeauty.com and we’ll get back to you ASAP.