FAQ

Frequently Asked Questions

To which countries do you offer shipping services?

We currently deliver within the United Kingdom only.

What is the expected time frame for receiving my order?

Order Processing Time

  • Processing Time: 0–1 business day (Monday to Friday)

Delivery Timeframes

  • Transit Time for Standard Shipping: 2–7 working days (Monday to Friday)
  • Total Estimated delivery time for Standard Shipping: 2 - 8 working days (Monday to Friday)
  • Transit Time for Express Shipping: 1–3 working days (Monday to Friday)
  • Total Estimated delivery time for Express Shipping: 1 - 4 working days (Monday to Friday)
  • Order cut-off time: 8:00 PM (GMT) Greenwich Mean Time (London)

Delivery times may vary depending on your location and external factors such as peak seasons or weather disruptions.

How much does shipping cost?

  • Standard shipping: Free delivery on all orders.
  • Express Shipping: Shipping Cost £4.90.

Which courier company do you use to deliver your products?

We deliver your order using DHL International Shipping.

How do I return a product?

You have a 14-day return period. Please send us a brief email with your order number, and we’ll send you a return label.

Important: The product must be in the same condition that you received it, unused, with all accessories such as charging cables, documents, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return Policy Summary

  • Return period: 14 days from the delivery date.
  • Return method: By mail.
  • Return Label: Silky Planet will send a return shipping label customer needs to download/print without any cost.
  • Return shipping costs: Silky Planet is responsible for the return shipping costs.
  • Refund period: 5 working days.
  • Restocking fee: No restocking fee.

My product arrived damaged – what should I do?

We’re sorry to hear that! Please inspect your order upon arrival. If any item is damaged, defective, or lost in shipment, please contact our customer service team at contact@silkyplanet.uk within 48 hours for assistance. We may request photographic evidence of the damage or defect for assessment purposes.

I didn’t receive an order confirmation – was my order placed?

Please check your spam or junk folder. If you still can’t find anything, contact us and we’ll confirm whether your order went through.

How does the refund work when returning an item?

Once we have received and checked your return, we will issue a refund within 5 working days via your original payment method.

Can I cancel my order?

Yes – as long as your parcel has not yet been shipped. Silky Planet cannot accept order cancellations after delivery.
Please inform us within 12 hours after placing your order if you want to cancel your order.

My device isn’t working – what should I do?

First, check the user manual and ensure the device is fully charged. If the problem continues, contact us and we’ll assist you or arrange a replacement.

Do you offer spare parts or accessories?

Yes, we offer accessories such as charging cables for many of our products. Just get in touch and we’ll be happy to help.

Are your products dermatologically tested?

Yes – all our Beauty Tech products are dermatologically tested and designed for safe use at home. Skin safety is our top priority.

How can we contact customer support?

You can contact us by Email: contact@silkyplanet.uk

Or Phone:+49 179 5174971

Or by the Contact Us page. We're available on Monday – Friday: 09:00 – 20:00 (GMT)