Free Shipping Did Not Apply
Free shipping only applies to the contiguous US. Also, we offer various shipping methods. If you did not receive free shipping, it is because your order did not meet the total threshold or because another shipping option was chosen during checkout.
Damaged, Defective or Replacement Items
If you believe that the items you received are damaged, defective or need replacement, first, please check our site for troubleshooting and installation tips. If that did not resolve your issue, you can submit a claim to us by clicking 'Contact Us'
Please fill out all the required fields in the form. All claims for damaged or defective items must be submitted with a picture showing the damage on the product as well as the outside package if applicable.
Once your claim is submitted, please allow Puresilkandwool up to 48 hours to process your claim. You will be contacted via email once your claim has been processed. Do not refuse or mail any damaged items back to Puresilkandwool unless requested by the Customer Care Agent that responds to your inquiry. Thank you for your cooperation.
I Only Received Part of my Order
1.Your order consists of multiple packages. Please, log into your Account to see if there is more than one tracking number for your order. Additional packages get separated in transit.
2.Check order status for your order. Login or provide order number to Track your Order on our website.
3.Some items are a special order or drop ship and have a longer handling time. An item that you have not received may have a longer handling time. Make sure to check the item description page and look for the handling time. The handling time can be found under the price of the item. If the item has a longer handling time, you can expect an email with the tracking number once it ships.
4.Lastly, check your email for any communications from Puresilkandwool regarding your order.
If your item is still missing, please submit Claim Form by clicking the 'Contact Us' button below and providing your order details.
you will receive an email once your order ships. Please be sure to add us to your safe senders list and check your SPAM.Allow 12-24 hours once the order ships for the carrier to update the tracking number in their system.