Service Guarantee

Our Service Guarantee

Your crown, our commitment.

At Crown & Silk, we believe premium hair deserves premium care — and that includes the way we serve you.

From the moment you explore our collection to the moment your bundles touch your hands (and beyond), our promise is simple: trusted quality, transparent service, and unwavering support.

Pre-Sale Excellence

  • Honest Product Descriptions: We provide detailed, accurate descriptions so you understand each hair type, texture, origin, and what suits your lifestyle best.
  • Informed Buying Support: Our team is trained to answer all your questions with clarity and patience — from technical details to usage guidance. We're here to ensure you make a confident, empowered choice.
  • 24-Hour Response Time: We respond to emails and DMs within 24 hours (and usually much faster), so you’re never left waiting for answers.

After-Sale Care That Stays With You

  • Order Tracking & Delivery Support: From the moment your order is placed to the day it arrives, we monitor the journey and keep you updated with your tracking info.
  • Third-Party Logistics, First-Class Oversight: We partner with trusted logistics companies to deliver your hair with care. In the rare event of damage or delay, Crown & Silk and our partners assume full responsibility during transit.
  • Unboxing Check-In: When your hair arrives, we recommend checking:
    • Appearance and condition
    • Quantity and length
    • Accessories and packaging
    If anything is off, contact us immediately — we’ll handle it with care and urgency.
  • Ongoing Usage Support: Need guidance on blending, styling, or care? We’re only an email or DM away. Our team is here to help — always.

Returns, Exchanges & Quality Assurance

  • Return Window: You may return unused, unaltered items with zip-tie and hangtag attached and uncut within 14 days of delivery.
  • Eligible for refund or exchange:
    • If we shipped the wrong item, texture, or length
    • If your item arrived damaged (excluding misuse or third-party error)
  • Non-refundable: Custom items or used/opened hair products (for hygiene reasons).
  • Once approved, refunds and replacements are processed promptly and professionally.

Shipping & Delivery Transparency

We collaborate with third-party logistics partners for delivery. However, Crown & Silk shares responsibility with the shipping company for the product during the shipping process. We also:

  • Conduct regular reviews of our logistics process to reduce delivery issues
  • Stay in communication with you until your order is safely delivered

After your order arrives: Please inspect the package carefully. Notify us within 48 hours if anything is incorrect or missing.

📞 Need Help? We’re Here.

Contact our Crown Concierge Team anytime:

Email: hello@crownandsilk.com
Instagram: @crownandsilk
WhatsApp

Your experience isn’t just a detail — it’s everything to us.

It’s your crown. And we honour it.