FAQ

ORDER

1) Has my order been confirmed?

Once your order is finalized, you will receive a confirmation email or SMS. If you haven’t received it, please check your spam folder. If necessary, contact our customer service team with the date and amount of your order.

2) Can I cancel or modify my order?

Once the confirmation email has been received, your order can no longer be canceled or modified.

3) When will my order be shipped?

For items in stock, shipping takes place within 2 to 5 business days after validation.

4) What should I do if my package is damaged, defective, or incorrect?

  • If you notice an issue upon delivery, refuse the package and indicate the reason for refusal on the delivery slip.
  • If the issue is detected after receiving the package, you have 48 business hours to report it via email at contact@besilk.ma.

5) What should I do if there is a problem with delivery?

For any delivery issues or questions, please contact us at contact@besilk.ma.

SHIPPING & RETURNS

1) How can I track my order?

Once your order has been shipped, you will receive an email with a tracking link to monitor your package in real time.

2) Do you accept returns?

Yes, within 14 days, but only if the item is damaged or does not match the order.

  • The item must be intact, unopened, and in its original packaging.
  • Send your request by email, specifying the reason for the return (incorrect size, wrong color or product, damaged item).
  • Return shipping costs are at your expense, at the same rate as the initial shipping cost.
  • Items must be returned in perfect condition and unused.

Exceptions: For hygiene reasons, face masks, sleep masks, bonnets, and pillowcases are neither exchangeable nor refundable.

If the returned item does not meet these conditions, a refund will not be issued.

3) Shipping zones, methods, and costs

  • Morocco: Delivery via Amana to all cities for 40 DH (TTC).
    • Delivery time: 2 to 5 business days.
    • Cash on delivery available.
    • Track your order here: Amana Tracking
  • International shipping: Coming soon. For inquiries, contact us at contact@besilk.ma.