Frequently Asked Questions
Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!
Last updated: January 2024
1. General Questions
What is your return policy?
We want you to be completely satisfied with your purchase, so we accept returns on all items within 30 days of the purchase date. To start a return, please visit our Returns page and follow the instructions.
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
Do you have a physical store?
Currently, we do not have a physical store. However, we do offer free shipping and free returns, so you can try our products risk-free.
2. Product Questions
Can you tell me more about the quality of your silk?
Yes! We only use 100% 22-Momme 6A Grade Mulberry Silk. Our Silk is Oeko-Tex® Certified: Safe, Eco-Friendly And Non-Toxic. 6A silk is the highest grade on a scale of 1A - 6A. The density of silk is measured by Momme, 22-Momme means 22lbs per 100 yards of silk. Industry standard is 19, meaning our pillowcases contain 20% more silk than our competitors, leading to increased durability and quality!
How will your pillowcase benefit my skin?
Heavenlee Silk Pillow Cases are woven with a proprietary blend of 100% pure mulberry silk. Our materials prevent the growth of harmful bacteria that leads to breakouts and blemishes. Our pillowcases also absorb significantly less face cream than cotton pillowcases, allowing your skins natural moisture to stay in place, and your valuable face cream to do it's job. Our pure silk pillowcases also reduces friction against your skin avoiding stretching and tugging on delicate facial skin. Other pillowcases collect bacteria only to transfer it right back to your skin. This harms skin and causes acne & prevents skin from healing. No harsh chemicals or bacteria here… our proprietary silk blend eliminates unwanted bacteria and has countless other benefits for your skin and overall health.
How do I care for this product?
If you wish to maximise the life of your pillowcase, hand washing is the ultimate method. However, due to the high quality and thick silk used to create our pillowcases, they are fine in the machine wash. Avoid tumble drying the case (but we do promise the pillowcase will still survive if accidentally thrown in the dryer!). Make sure not to use bleach products as silk should have no exposure to harsh chemicals. Wash on cold!
Arent all pillowcases the same?
All pillowcases are not created equal. Cotton pillowcases are harmful to your skin and most silk pillowcase brands incorporate satin and/or harmful dyes into their products. We have worked with experts to source the highest quality silk possible and we have achieved OEKO-TEX certification in order to guarantee 100% natural 6A chemical free silk. We work closely with our suppliers to ensure quality across the board. Heavenlee silk pillowcases are truly the best money can buy!
3. Payment Questions
What payment methods do you accept?
We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay.
Do you offer installment payment options?
Yes, we offer installment payment options for certain purchases. Please check our website or contact our customer service for more information.
Is my payment information secure?
Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.
4. Shipping Questions
How long does shipping take?
Shipping time varies depending on your location and the shipping method you choose. Please refer to our shipping policy for more details.
How much does shipping cost?
Free!
Do you offer free shipping?
Yes, we offer free shipping for all orders!
Do you ship to P.O. boxes?
Yes, we ship to P.O. boxes. Please make sure to provide your complete and accurate shipping address to avoid any delays in delivery.
5. Contact Questions
How can I contact customer service?
You can reach our customer service team by emailing heavenleesilk@gmail.com
What are your business hours?
Our business hours are Monday through Friday from 9:00am to 5:00pm EST.
How can I provide feedback?
We welcome and value your feedback! You can email us at heavenleesilk@gmail.com or write a review!