FAQs

If you don’t find an answer to your question, please send a message and we will answer you as soon as possible.

What are Qs?

Qs are points you use to shop at SilkRoll. You can acquire Qs by either trading in quality fashion you no longer use, or by purchasing them from us. Use them just like how you would use your flyer miles and points rewards!

How are Qs calculated?

Our trained fashion experts assign Qs to each product we accept based on their estimated retail value, and the condition they are in. Most items receive 60% – 100% of their original retail value. Certain desirable products receive up to 200% of their original retail value.

How do I know which products I send in will be accepted?

Please review What we take section. We strictly do not accept cheap fast fashion, damaged, worn out, stained, and inauthentic products. To maximize your experience with SilkRoll, please refrain from sending us these products.

What happens to products that are not accepted?

SilkRoll is committed to lengthening the life cycle of fashion. We actively work with with strategic partners to ensure all products we receive get reused, recycled or upcycled sustainably. Please visit our Partners page for more details.

Do I earn Qs for products not accepted?

For products we don’t accept, you earn 5 Qs per item, up to 20 items each trade in.

What if I don’t have enough Qs for the products I want?

You can purchase Qs to make up the difference. Or you can send in more fashion to earn more Qs.

What should I do with my Qs if I don’t see items I want?

Our Qs don’t expire, we will send you regular alerts once new items are in store so you can come back anytime to find things you want!

Can I sell or donate my Qs?

Currently we do not have the ability to buy back Qs from you. If you’d like to donate your Qs to someone else, please contact us at hello@silkroll.com

Can I return products?

Yes, SilkRoll is the world’s largest shared closet, you can always trade back the items you don’t want anymore as long as they are clean and still in great condition, so someone else can enjoy them!

Will I earn Qs back after a return?

We reassign Qs back to you based on the condition of the products when we get them back, and if they are still consistent with the theme of the store. SilkRoll has the right to increase or decrease the amount of Qs reassigned, or not reassign any Qs back if the products are no longer in acceptable condition.

What if I’m not happy with the Qs assigned to me?

We leverage our in house data analytics tool to guide us with fair valuation of each product. Our fashion experts are also highly trained to assign Qs as fairly and as accurately as possible according the product’s retail value, condition, and style. If you don’t agree with our valuation, you may request all the items back within 24 hours of assignment, and we will take away the Qs assigned to you.

How much does it cost to send in my fashion?

Sending in your fashion is FREE. Simply request one of our prepaid shipping bags here.

How much does it cost to ship products I purchased?

For SilkRoll members, all shipping fees are waived. For non-members, there is a $10 flat shipping fee each time you make a purchase order.

What are the perks for SilkRoll members?

We waive all service and shipping fees for members. In addition, members enjoy perks such as new arrivals early access, exclusive invites to partner events, and much more!

What and how much is the service fee?

This allows SilkRoll to offer you services such as quality assurance, professional photography, storage, packaging, and accessible customer support. Currently our service fee is 5% of the Qs you redeem for each purchase.

If I don’t have fashion to trade in, can I still shop at SilkRoll?

Absolutely, purchase one of our Qs packages to start shopping right away!

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