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1. Which countries do you ship to?
We currently ship within Austria, Germany and Switzerlandonly.
2. How long will it take to receive my order?
Order processing: 0–1 business days (Monday to Saturday)
Standard shipping: 4–5 business days (Monday to Saturday)
Express shipping: 2–3 business days (Monday to Saturday)
Total estimated delivery time:
Standard: 4–6 business days
Express: 2–4 business days
3. What is the order cut-off time?
Orders placed before 14:00 (GMT+01:00) CET are processed the same day.
Orders placed after that time are processed on the next business day.
4. How much does shipping cost?
Standard shipping: Free
Express shipping: Flat rate of €4.95
5. Which courier do you use?
We work with DHL to ensure safe and punctual deliveries.
6. How will I know when my order has been shipped?
You will receive:
An order confirmation email after your purchase
A shipping confirmation email with tracking details once your order has been dispatched
A delivery confirmation email once your package has been delivered
7. What should I do if my package is delayed or lost?
If your order does not arrive within the estimated time:
Verify your shipping address.
Check with neighbors or family members.
Contact DHL using your tracking number.
If the package is officially declared lost, contact us with your order number. We will either resend your order or issue a refund.
8. What payment methods do you accept?
We accept:
Google Pay
Apple Pay
Visa
MasterCard
American Express
PayPal
All payments are securely encrypted and processed in Euros (€ EUR).
9. Can I cancel my order?
Yes, you can cancel your order within 12 hours after purchase by contacting our support team.
If your order has already been shipped, cancellation will no longer be possible.
10. What is your return policy?
Return period: 14 days from the delivery date
Condition: Items must be unused, in original condition, with all tags and packaging intact
Return cost: Covered by the customer (except in cases of our error or a defective product)
Refund time: Within 5 business days after inspection
11. Are there items that cannot be returned?
Yes. For hygiene and safety reasons, we do not accept returns of:
Used or opened products
Personalized or custom-made products
12. Do you offer exchanges?
Yes, we offer free exchanges for defective or damaged products.
If you ordered the wrong size, please follow the return process and place a new order for the correct one.
13. What happens if I receive a defective or incorrect item?
You must notify us within 48 hours of delivery. We will arrange a free return, and you can choose between a replacement or a full refund.
14. How long does it take to process a refund?
Once we receive and inspect your return, the refund will be issued to your original payment method within 5 business days.
15. Where should I send returns?
Return Address:
Limitless eCom GmbH
Warthestraße 21
14513 Teltow, Brandenburg, Germany
Contact Us
If you have any questions or need assistance, don’t hesitate to contact our customer service team.
Contact Details
Store Name: Silky Planet
Trade Name: Silky Planet
Commercial Register Number: HRB 35582
VAT Number: DE341434749
Business Address: Limitless eCom GmbH, Warthestraße 21, 14513 Teltow, Brandenburg, Germany
Email: contacto@silkyplanet.es
Phone: +49 176 45897951
Customer Service Hours: Monday – Saturday: 09:00 – 20:00 (GMT+01:00) CET
Order Cut-off Time: 14:00 (GMT+01:00) CET
Note: Silky Planet is a website operated from Germany by Limitless eCom GmbH.
This policy applies to orders shipped to Austria, Germany, Switzerland and under the same conditions.
