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Find answers to our most common questions below.
Q: Is it real silk?
A: Yes! All LumiSoie products are crafted from 100% Grade 6A Mulberry Silk. We use standard 19-momme for breathability and premium 22-momme for ultra-luxury smoothness. We do not use satin (polyester) or synthetic blends.
Q: How do I wash my silk sleep mask/pillowcase?
A: Silk is a delicate natural fiber. To maintain its shine and softness:
1. Hand wash gently in cold water (below 30°C/85°F).
2. Use a pH-neutral liquid detergent (silk detergent or baby shampoo).
3. Do not bleach or tumble dry.
4. Lay flat to dry in the shade.
Q: Where do you ship from?
A: To ensure the highest quality and authenticity, we ship directly from our Silk Craftsmanship Center in Shenzhen, China—the historic home of silk production. This allows us to cut out the middleman and offer you premium silk at a fair price.
Q: How long does shipping take?
A: For US customers, standard shipping typically takes 7 to 12 business days.
*Please allow 1-3 business days for us to process and pack your order before shipment.
Q: Do you offer Free Shipping?
A: Yes! We offer Free Standard Shipping on all orders over $60. For orders under $60, a flat rate of $5.99 applies.
Q: Can I cancel or change my order?
A: We process orders quickly. If you need to make a change, please email support@lumisoie.com within 12 hours of placing your order. Once the package has been dispatched, we cannot make changes.
Q: What is your return policy?
A: We offer a 30-day return policy. However, due to hygiene reasons, silk masks and pillowcases must be unopened, unused, and in original packaging to be eligible for a return. Please refer to our Refund Policy for details.
Q: Will I be charged customs fees?
A: For customers in the United States, orders under $800 are typically duty-free. For other international destinations, you may be responsible for import duties and taxes upon delivery.
Still have questions?
Contact us at support@lumisoie.com