Contact Silk Serum – Support & Specialist Departments

We're Here to Help

At Silk Serum, we believe great service is as important as great products. Whether you need help choosing a moisturizer, tracking an order, or have a question about a product you've received, our team is ready to assist. We're an independent specialist retailer based in Portland, Oregon, and we're committed to making your experience smooth and satisfying.

Store Identity

Silk Serum is operated by Summit Ridge Commerce Group LLC, a retail operations and e-commerce management company headquartered in the Pacific Northwest. We specialize in carefully curated wellness and beauty products from trusted brands like Earth Therapeutics, Aveeno, Glow Recipe, and Kiehl's.

Our mailing address: 1284 Cedar Hollow Drive, Suite 305, Portland, OR 97209, United States

Contacting Us

For general questions, order support, or anything not covered by our specialist departments, reach out to our main support team:

Email: support@silkserum.shop
Business Hours: Monday–Friday, 9:00 AM – 6:00 PM Pacific Time (PT)
After Hours: Emails received outside these hours will be answered on the next business day. Our website remains open for orders 24/7.

To help us resolve your issue quickly, please include:
• Order number (if applicable)
• Contact email
• A clear description of your question

We typically respond within 24 business hours. If your issue requires specialized knowledge, we'll forward it to the relevant department and notify you.

Specialist Departments

We've organized our support into focused teams so you get the most knowledgeable help possible. Choose the department that best matches your need.

Pre-Sales & Product Advice

Not sure which moisturizer is right for your skin type? Our pre-sales team can help.

Email: presales@silkserum.shop
Response Time: within 12 business hours

What we can help with:

• Product recommendations for your skin type and concerns
• Ingredients, textures, and usage information
• Compatibility advice for your skincare routine
• Stock availability and product launches
• Guidance on promotions and savings

When you contact us, please include: your name, contact email, and the product or concern you have.

Our process: we match your needs with the right formulations, consult our merchandising team for technical questions, and follow up with a summary email containing your recommendations.

After-Sales & Order Support

Need to return an item, track a refund, or modify an order? Our after-sales team is here.

Email: aftersales@silkserum.shop
Response Time: within 24 business hours

What we can help with:

• Assistance with returns and exchanges
• Processing refunds and store credit
• Order modifications after purchase
• Resolving post-delivery issues like damaged items
• Status updates on refund and return processing

When you contact us, please include: your order number, the item(s) involved, reason for return or issue, and your preferred resolution (refund, replacement, or store credit).

Our process: we verify the order and check eligibility within our 30-day return window, provide a return label and instructions, then process your refund once the return is received and inspected. If a replacement is appropriate, we'll arrange that right away. We send confirmation emails at each step.

Quality Assurance & Product Complaints

If you have concerns about product quality, authenticity, or an unexpected reaction, our quality assurance team is ready to investigate.

Email: quality@silkserum.shop
Response Time: within 24 business hours

What we can help with:

• Reviewing product quality complaints
• Investigating suspected authenticity concerns
• Handling side effect or adverse event reports
• Coordinating with suppliers for batch checks
• Documenting feedback to improve our processes

When you contact us, please include: your order number, product name and size, batch code (if available), photos of the product and packaging, and a description of what happened.

Our process: we record the complaint and assign a case number, inspect the information you provide, verify batch codes with the supplier or request lab tests if necessary, and provide a resolution—which may include a replacement, refund, or advice to consult a healthcare professional.

Legal & Privacy

Questions about privacy, data protection, or legal matters? Our legal and privacy team is here.

Email: legal@silkserum.shop
Response Time: within 48 business hours

What we can help with:

• Privacy policy and data protection questions
• Requests to access, delete, or correct personal data
• Legal notices, including intellectual property complaints
• Terms of service clarifications
• Coordinating with external counsel when needed

When you contact us, please include: your name, contact email, the nature of your legal or privacy inquiry, and relevant details or documents.

Our process: we triage the request to ensure it reaches the right party, verify your identity if required, and respond with the requested information or begin the appropriate legal process. We keep you informed of timelines.

Shipping Support

Tracking your order or dealing with a delivery issue? Our shipping support team is here to help.

Email: shipping@silkserum.shop
Response Time: within 12 business hours

What we can help with:

• Providing tracking updates and status information
• Assisting with delivery delays and carrier issues
• Handling address changes and reroutes
• Explaining shipping costs and delivery windows
• Investigating packages that appear lost

When you contact us, please include: your order number, tracking number (if available), and the issue (e.g., late delivery, address change, missing package).

Our process: we check the carrier system and provide a status update, open a trace claim with the carrier if your package is overdue, work to resolve delays, and when necessary, arrange a replacement or refund. We communicate updates until the issue is resolved.

How We Handle Your Request

No matter which department you contact, you can expect:

• A helpful, personalized response
• Forwarding to a specialist department if needed, with notification to you
• Continuity—we keep a record of every interaction so you don't have to repeat yourself

We're here to make your Silk Serum experience exceptional. Reach out today—we're ready to help.