I have previously ordered quite a few things from Ailk Maison. A cashmere coat, two pairs of silk pajamas, a blows, a wool jacket and eye masks. That all went smoothly. The quality was al... See more
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This is an absolute disgrace. My order was supposed to arrive in July, but it never did, and they still haven’t refunded me. They’re hiding behind excuses, claiming staff changes and that people left... See more
Bad customer communication, delays in shipping that were definetley not made clear pre-purchase. Dress arrived super creased. Although the design itself is nice, the quality of the fabric is thin loo... See more
Company replied
After reading all the reviews I really didn’t expect anything! HOWEVER (to my own surprise) I actually did receive my order yesterday (8th January), that I ordered back in mid-December. The quality... See more
Company replied
Company details
Written by the company
Silk Maison strives to enhance your life-wear using luxurious silk accompanied with our elegant design, allowing you to look and feel effortlessly glamorous. Every piece of design incorporates contemporary aesthetic and classical tradition, blending into the collections that encapsulate an entire look from day to night, city to home.
Contact info
1625 Mid Valley Dr, Ste 1 Steamboat Springs, CO 80487, USA, 80487, Steamboat Springs, United States
- +1(484)3709774
- support@silkmaison.com
- silkmaison.com
Ordered a coat and exchange has been impossible
Ordered a coat and needed to return for a smaller size. Customer support sent me the address to return but it was to a warehouse in Prague with no consignee name and when DHL Prague asked for extra customs documentation forms they said they were just a warehouse and "they are sorry that our warehouse is unable to handle customs clearance."
So I've lost $200 dollars because Customs in Prague will not release my parcel and Silk Maison takes no action. I will never order from them again.
24 February 2022
Unprompted review
Reply from Silk Maison
Dear Rasha,
Thanks for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
We are very sorry that we are not able to help you with the customs clearance of your RETURN, as we are unable to provide the customs documents for your RETURN PACKAGE you mentioned in your email to us. Also, DHL has not contacted us because you are the sender in the return process and customs will contact you directly regarding your return package.
We only have the invoice and related documents for your ORIGINAL ORDER and these will not work.
In addition, our previous customers who returned goods to our warehouse in Prague, Czech Republic, never had similar problems. So please understand that there is really nothing we can do.
Regarding our overseas warehouse, as we mentioned in our email, our overseas warehouse does not have staff to manually process returned packages, it can only store packages there and can't do anything else.
Anyway, you still need to know clearly what specific customs clearance documents are required from the logistics provider/customs regarding your return package yourself, (we guess you can provide all the documents of your return package required by customs yourself), and actively cooperate with customs clearance of your return package. We look forward to your package arriving at our overseas warehouse smoothly.
Thank you for your understanding. Hope you have a lovely day! :)
For questions about your oreder, please email our CUSTOMER SERVICE
EMAIL: support@silkmaison.com, our customer service will further handle it for you as soon as possible.
Best regards,
SILK MAISON Customer Service
It's a pity there's no NIL stars as…
It's a pity there's no NIL stars as this company does not respond.
My daughter received a very poor quality. dress that does not fit. Attempting to return it with no reply at all. We are well within the 14 day, from receipt, return window.
23 February 2022
Unprompted review
Reply from Silk Maison
Dear Isobel,
Thanks for your feedback on Trustpilot!
Hi, we apologize for not responding to your email in SECONDS.
We verified your order situation with our customer service team, and they said they have replied to your email the day after you sent it. Please check your mailbox.
We are a little confused. You clearly said "This dress is lovely, but it does not fit and I need to return it" in the email you sent to our customer service.
But why are you making false accusations about the quality of our clothes here?
If you have any questions, please tell us truthfully, so that we can better help you.
Thank you for your understanding.
Have a pleasant day! :)
For further questions about your order, please send the email to our CUSTOMER SERVICE (EMAIL: support@silkmaison.com)
Our customer service will further handle it for you as soon as they see your email.
Best regards,
SILK MAISON Customer Service
My order number is D0000118880193700 …
My order number is D0000118880193700 It’s been almost 10 days I ordered. But I donnt know where is my Purcell. I send an email to the customer service. But no answer. I need my money back !
22 February 2022
Unprompted review
Reply from Silk Maison
Dear Soma,
Thanks for your feedback on Trustpilot!
Hi, we apologize for not responding to your email in SECONDS.
Because of our high volume of orders, the number of emails grows daily and we need to reply one by one, which will be a very long process until we see your email. We sincerely hope you can understand.
We verified your order situation with our customer service team, and they have fed back that after your order was shipped (two days after you placed your order), our system HAD AUTOMATICALLY SENT YOU THE TRACKING INFORMATION for your order.
And our customer service fellow also replied to your email the day after you sent it. Please check your mailbox carefully.
Also, if you have any questions about your order, please contact our customer service by email, although they cannot guarantee to reply to you within seconds, they will definitely reply to you as soon as they see your email, because they are much busier than you think.
But you put your momentary excitement into words, published here, in addition to venting your unpleasant, no one can give you a refund of your order, let alone affect those customers who really love our website.
Thank you for your time.
Have a lovely day! :)
For further questions about your order, please send the email to our CUSTOMER SERVICE (EMAIL: support@silkmaison.com)
Our customer service will further handle it for you as soon as they see your email.
Best regards,
SILK MAISON Customer Service
Very happy!
Although my item took quite a while to arrive, I am beyond happy with the garment. Perfect fit. Gorgeous fabric. Not disappointed in the slightest. The business is based in America, but clothes are made custom in China. Hence the delays. But I will be ordering again from them, for sure. Thank you! #94484
22 February 2022
Unprompted review
I ordered 2 coats from them in Dec 2021…
I ordered 2 coats from them in Dec 2021 for usd280, arrived Jan 2022. They’ve packed it well.
However the 2 coats were not lined, quality very bad, jacket from h&m will have better quality, I return the coats n spent over usd100 on shipping
Now they refuse to refund me to my new credit card because my old card has been blocked.
If you have any brain, don’t trust them. The pictures on the site looks good but the product n customer service is awful.
Really upset with myself and hope I can find some justice.
22 February 2022
Unprompted review
Reply from Silk Maison
Dear Elaine,
Thanks for your feedback on Trustpilot!
We are so sad to hear that you are so unsatisfied with the quality of the coats you received. :(
About the lining of the coats, it is clearly stated in our production description. And most of our coats are not lined. We regret that you purchased the coats without looking at the production description, and that you bought two of them.
Regarding the return shipping cost, it is also clearly stated on our website that you are responsible for shipping costs for returns for any reason other than manufacturing errors. Since you have purchased from our website, it means that you are accepting this policy of ours. It's just that you may have chosen a logistics provider that charges more to ship your package.
Regarding refunds, our customer service has clearly told you that we can only refund your money to your purchased account. We are sorry to hear that your purchase account has been locked. However, we refunded you before you told us that your purchase account was locked.
We kindly recommend that you can contact your bank to request them have the refund transferred directly to your new card or you can contact your bank to unlock your purchase account so that you can see the refund.
Thank you for your understanding and cooperation. And hope our suggestions can help you. :)
Best regards,
SILK MAISON Customer Service
Poor quality material and when you try…
Poor quality material and when you try to return "it's clearly stated things on sale are non returnable" in a rude tone.
*For an example, see below.
21 February 2022
Unprompted review
Reply from Silk Maison
Dear Scott,
Thanks for your feedback on Trustpilot!
We are so sad to hear that you are so unhappy with the quality of the material of our products. :(
We don't quite understand why you think the tone of "things on sale are non returnable" is rude.
Well, , ,rejection is certainly unpleasant, but it is indeed clearly stated that ITEM ON SALE CAN NOT BE RETURNED/EXCHANGED in our return/exchange policies on our website, and you should have read it carefully before you place an order. Because they are very important.
And if you place an order without reading them, then now here's the problem, we have no way to help you return your goods and you'll have an extremely unhappy shopping experience with us. :(
In short, these are our policies on our website, and you need to abide by them once you have purchased from our website. We hope you will understand.
Have a great day! :)
Best regards,
SILK MAISON Customer Service
they are scammers
they are scammers. the quality was so bad I sent it back. I never got the money back. don't buy anything!
21 February 2022
Unprompted review
Reply from Silk Maison
Dear Nadine,
Thanks for your feedback on Trustpilot!
We are so sad to hear that you are so unsatisfied with the quality of the coat you received. :(
But please USE YOUR WORDS CAREFULLY so as NOT TO MISLEAD our important customers who loyally love our products.
It's not that we didn't process your refund, it's that you didn't read the return instructions we sent you and didn't do what we asked you to do at all.
You have not provided us with your return tracking number since you shipped the item, and then you suddenly ask us for a refund after more than one month.
Please understand that we are not a small store, but a global online shopping company, and we cannot help you if you do not comply with our return policy and do not cooperate us.
Our customer service has clearly told you that you are required to provide us with your return tracking number within 5 days of sending the returned item. But you didn't. Therefore we are not be able to help you in this case. Please understand.
Best regards,
SILK MAISON Customer Service
I ordered a black wool coat in size M…
I ordered a black wool coat in size M because that's the size I always wear and I followed company's size table. The quality is nice but the sizing is so inaccurate. Size up of you want it to fit you and go up 2 sizes if you want it oversized. I had to pay 18$ for the return shipping and it felt unpleasant. The company was responding. For that reason I won't take that risk again because I did follow company's size chart. It took a while to receive my replacement coat in a bigger size and I guess it fits fine, not oversized, and the sleeves are a bit short. It's fine for winter evenings in SoCal. I shop a lot and I appreciate free returns and exchanges.
21 February 2022
Unprompted review
Customers beware of this company
Customers beware of this company. They make the return process very difficult. The seller avoids replies to emails, which makes return and refund impossible. Hopefully will get money back through CC.
18 February 2022
Unprompted review
Reply from Silk Maison
Dear Aga,
Thanks for your feedback on Trustpilot!
We are sorry to hear that you think our simple return process is "difficult".
Regarding your comment about "The seller avoids replies to emails, which makes return and refund impossible", please USE YOUR WORDS CAREFULLY so as NOT TO MISLEAD our important customers who loyally love our products.
If it is convenient for you, please let us know your order number/informations so that we can help you check the status of your order and help you with your return/refund request.
Thank you for your cooperation. :)
For further questions about your order, please send the email to our CUSTOMER SERVICE EMAIL:support@silkmaison.com, our customer service will further handle it for you as soon as they see your email.
Best regards,
SILK MAISON Customer Service
You can’t return because they’ll send…
You can’t return because they’ll send you the address of a vacant lot!
Everyone report this company!
18 February 2022
Unprompted review
Reply from Silk Maison
Dear Tamara,
Thanks for your feedback on Trustpilot!
Sorry, we note that you ordered from America, where we have the largest number of customers, and the return address is certainly correct.
Are you a scammer please? We think customers who have had a shopping experience on our website may have this suspicion as well.
If you are not a scammer, please feel free to send your goods to the address in America that our customer service had provided you many many times!
Of course, if you still think that the address we gave you is wrong, you can also choose to spend more money and send your return to our shipping location - China.
If you have decided, please contact our customer service.
Thank you for your trust and cooperation.
Have a lovely day! :)
For further questions about your order, please send the email to our CUSTOMER SERVICE
EMAIL: support@silkmaison.com
Best regards,
SILK MAISON Customer Service
My order number is 95874
My order number is 95874, the order was made on 5th of February and until 17th of February. I hasn’t received any feedback and delivery.
18 February 2022
Unprompted review
Reply from Silk Maison
Dear Cloudia,
Thanks for your feedback on Trustpilot!
Hi, we apologize for not responding to your emails in seconds.
Because of our high volume of orders, the number of emails grows daily and we need to reply one by one, which will be a very long process until we see your email. We sincerely hope you can understand.
We kindly recommend that if you have any questions please contact our customer service fellow by email, although it won't be quick to get a response, they will CERTAINLY solve your problem for you as soon as they see your emails. BUT you can't solve any problem by writing a bad review here.
Thank you for your time.
Have a beautiful day! :)
For further questions about your order, please send the email to our CUSTOMER SERVICE (EMAIL: support@silkmaison.com)
Our customer service will further handle it for you as soon as they see your email.
Best regards,
SILK MAISON Customer Service
I WANT A REFUND
I have been trying for days to get a response from my request for a refund. The dress I ordered did not fit. My order number is 95878. Where do I send my return?????
Lack of response make me feel like this is a fraudulent company.
Horrible customer service.
I need my refund!
17 February 2022
Unprompted review
Reply from Silk Maison
Dear jenny,
Thanks for your feedback on Trustpilot!
We deeply apologize for not responding to your emails in a timely manner.
Because of our high volume of orders, the number of emails grows daily and we need to reply one by one, which will be a very long process until we see your emails. We sincerely hope you can understand.
We have urged our customer service to reply your emails as soon as possible, and we will improve our email customer service gradually.
Thank you for your understanding.
Have a great day! :)
For further questions about your order, please send the email to our CUSTOMER SERVICE EMAIL: support@silkmaison.com
Best regards,
SILK MAISON Customer Service
Finally got the coat but …
Finally got the coat.
It looks cheap not like the photos and its way too big.
As per their response from my last review i send an email to ask for a return and a refund
Surprise surprise i ve got no response so far !
Its been 2 days and no response in the dms comments on instagram as well
So since they only seem to respond on trustpilot Silkmaison can you give an adress for the return and give me a refund ?!!!!
Now please
17 February 2022
Unprompted review
Reply from Silk Maison
Dear Dyane,
Thanks for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
Although sorry doesn't work, we still apologize for not responding to your emails in a timely manner.
Because of our high volume of orders, the number of emails grows daily and we need to reply one by one. Unfortunately, our customer service fellow feedback that so many of your emails to us all went to the spam folder.
We have urged them to help you solve your problem as soon as possible, and we will improve our email customer service gradually. Thank you for your understanding.
Thank you for your understanding and patience. We wish you a wonderful week! :)
For further questions about your order, please send the email to our CUSTOMER SERVICE EMAIL: support@silkmaison.com, our customer service will further handle it for you as soon as they see your email.
Best regards,
SILK MAISON Customer Service
ZERO customer service! Customer beware!!!
Item received was too small, despite going up one size. I've emailed repeatedly to arrange an exchange with no answer. It's interesting to see that customer service has the time to respond to a Trustpilot review, but can't respond to buyer emails. Since the return window is closing, I've escalated this and filed a claim with my credit card company for refund. I've had it with this company - zero stars if possible.
17 February 2022
Unprompted review
Reply from Silk Maison
Dear Philip,
Thanks for your feedback on Trustpilot!
We feel sorry that our products didn’t meet your expectations.
Regarding your question, we have verified with our customer service and they feedback that they have indeed replied to your email yesterday. So please CHECK YOUR APAM FOLDER.
We always put customer experience first and will continue to make improvements.
For further questions about your order, please send the email to our CUSTOMER SERVICE EMAIL:support@silkmaison.com, our customer service will further handle it for you as soon as they see your email.
Best regards,
SILK MAISON Customer Service
No respond from support for items exchange
Received the goods to Slovenia ( EU ) in apx 3 weeks. Ordered 6 pieces for my wife, 4 arrived, still waiting for two. However at the moment 2 are to small, writen twice to support, got no response. On their page it says, that you have to write them, so they give You a return/exchange adress...I am afraid, that I wont be able to exchange the pieces.
17 February 2022
Unprompted review
Reply from Silk Maison
Dear Tilen.
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
We apologize for not responding to your email in seconds. However, our customer service is EMAIL customer service, NOT ONLINE customer service, it has certain limitations, please understand.
Our email customer service fellow also gave us feedback that they have replied to your inquiry for exchange the day after you sent the email. So PLEASE FOLLOW THEIR REQUESTS for your exchange procedure. Thank you for your cooperation in advance.
Hope you have a good day! :)
For questions about the product, please email our customer service
EMAIL: support@silkmaison.com
Best regards.
SILK MAISON Customer Service Department
I have consulted my order and it…
I have consulted my order and it appears as "lost". I have sent an email to the support customer email but I do not receive a response. In addition, the courier company that appears when I put the track number is French and my shipment is to Spain. I don't know if I will receive my coat that I ordered on January 10th. Order 87437.
16 February 2022
Unprompted review
Reply from Silk Maison
Dear Noemi.
Thank you for your feedback on Trustpilot!
We apologize for not responding to the email you sent us yesterday in seconds as our customer service fellow just returned from holidays and they have been dealing with the holiday backlog of emails for the past few days. Please understand.
Please don't worry, your package is not "lost" (although we are curious where you saw that it was lost and where you saw that the courier company is French), it is being shipped to your address safe and sound, please wait patiently.
Also, our customer service fellow has sent you an email with the latest logistics information of your order, please check it and keep an eye out for your order's logistics updates later.
Thank you for your understanding. Have a good day. :)
For any further questions about your order, please email our customer service.
EMAIL: support@silkmaison.com. They will take it further for you as soon as possible.
Best regards.
SILK MAISON Customer Service
I've ordered a coat on Jan 31st (order…
I've ordered a coat on Jan 31st (order number: 95008), and the order hasn't been processed yet. Not only they haven't been processed, I've sent emails to support@.silkmaison.com twice already on Feb. 14th and 15th, but still no reply. So don't ask me to send the email to support@.silkmaison because I already DID. No customer service whatsoever and takes forever for the delivery. Just SEND MY PRODUCT ASAP or else I will take actions.
16 February 2022
Unprompted review
Reply from Silk Maison
Dear Regina.
Thank you for your feedback on Trustpilot!
We are so sorry for not getting back to you in a timely manner, as we have just come back from our holidays and have been urgently working on the holidays’ backlog of emails from our customers the past few days. :(
And we apologize for the delay in your order as our products are made to order.
But please do not worry, we have arranged to prioritize the shipment of your order.
Thank you for your understanding. Have a wonderful day.
For any further questions about your order, please email our customer service.
EMAIL: support@silkmaison.com. They will take it further for you as soon as possible.
Best regards.
SILK MAISON Customer Service
I need a refund please
Item is still processing after placing an order on February 2nd. Unless it’s being shipped within the next day or so, I just want a refund please. (order #9544) I’m going on vacation next week so I need it to be here
15 February 2022
Unprompted review
Reply from Silk Maison
Dear Elise.
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
Our customer service searched for your name and found your corresponding order number. And they noticed that they have replied you for your question.
But they fed back that in the email you sent to them, you only asked for confirmation about your order and whether the order was being processed.
But you didn't mention that you needed it for the next week, OTHERWISE our fellow could have prioritized the shipment for your order (because there were many customers ahead of you who ordered the same dress, and we usually schedule shipments in order).
Anyway, we have informed our customer service fellow to cancel your order and process a refund for you, as we cannot guarantee that your order will reach you by next week.
We sincerely hope you will understand.
Thank you for your understanding. We wish you a lovely week! :)
For questions about the product, please send an email to our customer service EMAIL: support@silkmaison.com. They will take it further for you as soon as possible.
Best regards.
SILK MAISON Customer Service
Order #84349
Order #84349
I wish I could give them a 0 star if I could, because this company doesn't even deserve a 1 star. I wasn't going to write a bad review because I didn't want to ruin this company's reputation, but I am out of patience.
I placed an order in Decemeber 30, and received the January 21. Which is fine I didn't expect a fast shipping. I didn't realize that they automatically switch the shipping address to the billing address and had to switch the shipping address. I contacted the customer service took a long time to respond back to me. So the coats were shipped to a wrong address.
Person who received the coats for me tried them on, and said they are not worth the money. I had to pay $56 shipping cost because the two coats I received were very very awful quality and size, and after all, I returned the two coats and sent them tracking information.
They received the coats Feb 2 and still haven't refunded me. I checked the tracking information. I will never be purchasing from this company and I do not recommend. I just want to receive my refund back and never interact with this company.
15 February 2022
Unprompted review
Reply from Silk Maison
Dear Anonymous.
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
Sorry, we don't quite understand your point of saying "I didn't realize that they automatically switch the shipping address to the billing address".
However, when you place an order on our website, you are REQUIRED TO FILL IN YOUR OWN SHIPPING ADDRESS and we CANNOT "CHANGE" it for you.
If you didn't fill in your shipping address, then our system will automatically default your billing address to your shipping address.
We hope you can understand.
Regarding the coats you ordered, we are very sorry that you are so dissatisfied with the coats you received.
But because the two coats you ordered are of different design styles, so of course their sizes will be different. Please also understand.
Please rest assured that we have urged our customer service fellow to process your refund for your returned item. You will receive a refund notification email later.
Thank you for your understanding. Have a pleasant week.
For questions about the product, please send an email to our customer service EMAIL: support@silkmaison.com. They will take it further for you as soon as possible.
Best regards.
SILK MAISON Customer Service
What is the return address?
14 February 2022
Unprompted review
Reply from Silk Maison
Dear rebecca.
Thank you for your feedback on Trustpilot!
We are sorry to have made your shopping experience so unpleasant.
We searched for your name and found your corresponding order number. Our customer service has given you the return address.
If you have any other requests for your order you can send your thoughts back to customer service and we are sure they will continue to process it for you at the first opportunity.
We always put the customer experience first and will continue to make improvements.
For any further questions about your order, please send an email to our customer service EMAIL: support@silkmaison.com. They will take it further for you as soon as possible.
Thank you for your cooperation. Hope you have a good day ! :)
Best regards.
SILK MAISON Customer Service
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