Shipping & Returns

After I place an order, when will it get shipped?

Orders are shipped out 1-3 business days from the order date, via USPS Ground.

How much does it cost to ship products I purchased?

  • Order shipping starts at $9.90 for a bundle of up to 4 items, to anywhere in the USA
  • For SilkRoll members: Shipping is always FREE.

How do I return products I purchased using Cash?

We offer flexible return options for items purchased with cash. Please note, all returns are subject to a $2.99 restocking fee per item, which helps cover the cost of re-listing and handling.

1. Refund to Original Form of Payment with Prepaid Shipping Label

Request a prepaid return shipping label by emailing us at hello@silkroll.com. A $9.90 return shipping fee will be deducted from your refund, along with the restocking fee. Your refund will be processed back to your original form of payment.

2. Refund to Original Form of Payment Using Your Own Shipping

If you prefer, you may arrange your own return shipping. No return shipping fee will be deducted, only the $2.99 restocking fee per item. Your refund will be credited back to your original payment method. Please keep your receipt and tracking number for your records.

3. Refund in the Form of Qs with Prepaid Shipping

If you’d prefer to receive your refund in Qs (SilkRoll points), you may request a Trade-in Kit. There is no shipping fee deducted, and your refund will be issued entirely in Qs. You will not be subject to the $2.99 restocking fee per item in this case. This option is great for shoppers who want to maximize their returns in points and keep shopping within our marketplace.

Note: Clearance items are not eligible for any cash refund.

How do I return products I purchased using Qs?

    If you paid Qs for an item, there are no fees to return products, simply drop them into your next batch of trade-ins! We guarantee points back for items sent back in sellable condition, regardless of season or how long you keep them.

      Where is my shipping label or trade-in kit?

      If you requested a Free shipping label to trade-in items using your own box, an email with a link to the label is sent to you after your request. If you can't find that email, please check your Spam folder. Alternatively you may go to your online profile > My Kit > click on the button "PRINT SHIPPING LABEL".

      If you requested Trade-in Kit to be shipped to you, please wait 3-7 business days for it to arrive in your mail. If you don't receive it after that, please contact hello@silkroll.com for assistance.