How do I place an order?
You may select the desired product and ADD TO BAG. You can continue shopping, or VIEW BAG and then Proceed to Checkout. At checkout, you can either log into your account, create an account or checkout as a guest.
I have an item in my order that I preordered. When will my other items shipped?
Preordered items will ship separately from non-preordered items in an order. Preordered items cannot be shipped via express shipping.
International orders containing preordered items will ship all at the same time once the preordered item is ready to ship.
Orders with items marked with an Estimated Ship Date will all ship at the same time with the selected shipping method.
How fast will my order be processed?
We process all non-personalized orders placed before 12PM (on non-holiday weekdays) 1 - 2 business days after the order is placed. Please note that we do not process, ship or deliver orders on Saturdays, Sundays or on the following holidays:
Orders placed on these days will be processed the following business day. Delivery is dependent on FedEx and can be subject to weather delays.
Why am I being charged sales tax?
As of Jan 1, 2019, Yem Silk is required to collect sales tax in the below locations according to a recent Supreme Court Ruling. This list is subject to change:
If you wish to learn more about this ruling, please find more information here.
How fast will my international order be processed?
International orders will be packed and ready to ship within 1-2 business days of order placement. Business days are Mondays through Fridays, excluding holidays. International orders are subject to customs clearance, which may cause delays beyond provided delivery estimates.
Can I cancel or modify my order?
We process and complete orders as quickly as possible, including monogrammed items. If you have any modification requests or need to cancel, please contact us as soon as possible after placing your order. We cannot guarantee that we will be able to cancel or modify, but we will try our best to accommodate all requests.
What do I do if I am interested in a product that is sold out?
For products that are sold out, please find the Waitlist button on the product pages of our website and add your email address to the Waitlist. Once the product is back in stock, we will contact you via email.
I received my order and an item was damaged.
We are happy to help with damaged items. Please email pictures, a brief description of the damage, the order number and your shipping information to firstname.lastname@example.org. We will follow-up with next steps as soon as possible. Yem Silk will determine the best resolution and may ask to see a product in person before making a decision. Please note that Yem Silk is not responsible for normal wear and tear, such as staining or dye fading.
My order is a gift. How do I include a gift receipt?
As a default, we do not include any pricing in our packages. If you would like to add a gift message or gift box (if available), you can do so in the shopping cart, prior to the billing and shipping page.
How is my credit card information saved?
We do not store any of your credit card information on our website or servers. We use PROCESSOR, one of the most reputable and secure payment processors available on the web, for processing all of our online credit card transactions. Your credit card information is saved by replacing it with an algorithmically generated number called a token. These tokens can then be passed between PROCESSOR and Yem Silk as needed to process the payment without actual bank details being exposed.
What shipping options do you have?
We offer free ground shipping via FedEx for orders shipping to the contiguous US. We also offer the option for expedited shipping for $25 for 2-day express shipping and $35 for standard overnight shipping via FedEx. For Hawaii and Alaska, the shipping will cost $15 for FedEx 2-day delivery. Cuyana also offers free ground shipping via USPS for orders going to any APO / FPO address. Please allow 5-8 business days for arrival. Returns and Lean Shipping options are not available for APO / FPO addresses. We do not ship with signature required.
What countries do you deliver to?
We ship to the following countries:
If you are interested in receiving your order in a different location, you can use a service such as www.usgobuy.com. This will allow you to create your own US address with which you can order through our website. Please note that we are not affiliated with any such shipping services. Orders shipped to any destination other than the continental US are final sale and exempt from returns.
How do I know what the duties and taxes are?
Import duties and taxes will be displayed with shipping charges at the time of checkout. If DDU (delivery duty unpaid) is an option for your country, it will display this with your available shipping options at the time of checkout. If you select a DDU service, you will be responsible for paying the duties and taxes to the carrier upon arrival of your package.
Do you deliver to PO boxes?
We do not ship to PO boxes, as FedEx cannot deliver to PO Boxes at this time. Please provide a non-PO Box address for the shipping address.
How long does it take for my Pick-Up In-Store order to be ready?
Picking up orders in store can take up to 3 business days to process if an order contains a monogrammed item. Yem Silk will email the email address on file when the order is ready to be picked up.
My tracking number says my order is delivered, but I cannot find it.
If your package has not arrived on the desired delivery date, please contact FedEx to open a trace ID number. Once you have a trace ID number, please contact us at email@example.com with the trace information. We will follow-up with you within 2-3 business days with updates and next steps. In addition, we recommend checking with your neighbors to see if they accidentally received your package. It can take up to two weeks to replace lost merchandise while we investigate with FedEx. Yem Silk is not responsible for lost packages reported more than 3 weeks past the delivery date.
What is your domestic return policy?
We accept returns of unused and unworn products within 30 days of shipment of your order. Yem Silk will take care of the shipping for orders returned for merchandise credit. If you would like a refund on the original payment method, we will charge $10 for the shipping fee. If we receive a return and it has been worn or damaged, we can only offer Yem Silk credit. Damaged product may also be sent back to the customer.
What is your international return policy?
Yem Silk does not support pre-paid international return labels at this time. All international sales are final. Please contact firstname.lastname@example.org if you need further assistance.
How do I make a return?
To begin the return process, please log into your account and view Order History. For items that are eligible for return, you will be able to select Return Item(s). Please follow the prompted steps to complete the Returns Process. Once we receive your return, it can take up to 5 business days for your refund or credit to process. There will be an email confirmation when it has been completed. Please note that any shipping or gift boxing charges are non-refundable.
Can I return online orders in your store locations?
Yes, you are welcome to return online orders in one of our store locations. Please provide your order number with the return in store.
How do I make a return if I checked out as a guest?
You can find your Order History by signing up for an account using the same email address that you used to purchase. Once you have set a password, please log in to your account. Then, you can view your Order History and select the eligible items for return.
What do I do if my return is lost?
If you choose to use your own shipping method to send your return back, Yem Silk is not responsible for lost packages. We recommend using a traceable shipping method to help prevent this. For returns that are dropped off at locations other than FedEx, Yem Silk is not responsible for recovering the return. For all other lost returns, please contact email@example.com
I placed an order with Yem Silk credit. Can I get a refund to my card?
Orders made with credit can only be refunded via credit. If an order is partially paid for with credit, we can only offer a credit card refund for the amount charged to the credit card.
What is your exchange policy?
We are unable to exchange items unless the items are defective or damaged. If you would like a different size or product, please initiate a Return on your account and select for the return via Yem Silk Merchandise Credit. You will receive a prepaid return label from us to ship back your unwanted product. Once your return is processed, you will receive an email confirmation that the credit is in your account. You can then place an order for the desired item. Alternatively, please place a new order and return the product that you no longer need.
What is your gift exchange policy?
**CLICK HERE** (change this) to submit all necessary information to initiate the return. We will process gift exchanges within 30 days of the original order date. A Yem Silk account is required for processing the exchange. Please note that we will not be able to help with a gift exchange if we are not able to find the original order.
How do I redeem my merchandise credit?
When you return for a Yem Silk Merchandise Credit, you will receive an email from us with your Merchandise Credit number. Do not lose this number and treat it as cash. During checkout, you will see a box in the Payment section where you can add your merchandise credit to your order. After entering, you will be able to either complete your order or pay the balance due.
Can I use my merchandise credit in store?
Yes, you can use this in store! You will need to bring your merchandise credit code with you in order to redeem.
What is Yem Silk’s Merchandise Credit policy?
Yem Silk Merchandise Credit received for returns does not expire. Yem Silk Merchandise Credit received through various marketing campaigns expires depending on the campaign.
I placed an order with Yem Silk credit. Can I get a refund to my card?
Orders made with credit can only be refunded via credit. If an order is partially paid for with credit, we can only offer a credit card refund for the amount placed on the credit card.
At this time, Yem Silk’s warranty policy is only available for US orders. For any international orders, we will handle on a case by case basis.
What is Yem Silk’s warranty policy?
Yem Silk is committed to the quality of our products with a two year warranty policy. We are happy to handle complimentary repairs for issues resulting in manufacturing defects within this two year period. If items cannot be repaired, we will replace the item as long as the stock is available. This warranty does not cover normal wear and tear.
If general wear and tear has affected the products’ appearance, we suggest visiting a leather care professional for refurbishment.
How does Yem Silk handle repairs?
Products that are within the two year warranty period are eligible for repairs free of charge. Proof of purchase from Yem Silk will be required for any repair services. Each case will be dealt with on an individual basis and repairs may take up to 3-4 weeks, excluding shipping time. International orders are not eligible for repairs given the shipping and customs.
For products that are outside of the warranty, Yem Silk is happy to offer repair services at a cost. Customers will be responsible for shipping and the repair costs. The repair costs will vary based on the service needed. Lead time is 3-4 weeks for repairs, excluding shipping time.
How should I store my items?
When not in use, please be sure to store in a cool, dry area. In the event that your bag gets wet, please be sure to air dry before further use or storage.