At SilkenStep, we are dedicated to providing reliable, discreet everyday essentials and complete peace of mind. Every product is inspected for quality and precision craftsmanship. If you experience any issues with your order or product performance, our support team is here to assist you every step of the way.
How to Contact Support
For any after-sales inquiries, warranty claims, returns, or technical guidance, please reach out to us:
- Website: https://silkenstep.com
- Email: auravelacraft320@outlook.com
- Response Time: We will contact you as soon as possible on business days (Monday – Friday)
- Information to Include: Your Order Number (e.g., #1001), the email address used at checkout, and a brief description of the issue (with photos or a short video if relevant).
30-Day Return & Exchange Policy
We want you to feel confident and prepared. We offer a 30-day return policy starting from the day your package is delivered.
- Eligibility: Items must be unworn, unused, with tags attached, and in their original packaging with proof of purchase.
- How to Start: Contact us at auravelacraft320@outlook.com with your order number. Once approved, we will provide return instructions and the return shipping address.
- Refunds: Once received and inspected, approved refunds are processed back to your original payment method within 10 business days.
Warranty & Quality Guarantee
We stand behind the quality and durability of our gear. All items are protected against manufacturing and material defects under normal, intended use.
- What Is Covered: Mechanism defects, latch/switch malfunctions, structural material failures, or assembly issues present upon delivery.
- What Is Not Covered: Normal cosmetic wear and tear, intentional misuse, accidental damage, loss, or unauthorized modifications.
- Guidance & Troubleshooting: Need help adjusting or maintaining your gear? Contact our team for personalized troubleshooting and maintenance advice.
Damaged, Defective, or Incorrect Items
Please inspect your package upon delivery. If your order arrived damaged, defective, or incorrect:
- Contact us immediately within 48 hours of delivery.
- Provide your order number and photos/videos clearly showing the issue.
- We will promptly arrange an exchange, replacement part, or full refund at no additional cost to you.
Shipping & Tracking Assistance
If your tracking has not updated or your package has not arrived within the estimated delivery timeframe, please contact us with your order number. We will investigate directly with the carrier to resolve it as quickly as possible.