Our Fulfilment Model

CROWNSILK LTD operates an online retail business selling wigs, hair products, hair accessories and related beauty products.

We may use a dropshipping and third-party fulfilment model. This means that products may be stored, packed and shipped directly to customers by suppliers, manufacturers, warehouses, fulfilment centres or logistics partners acting on our behalf.

Although products may be shipped by third-party partners, your purchase contract is with CROWNSILK LTD. Please contact CROWNSILK LTD directly for questions about orders, shipping, delivery issues, returns, refunds or customer support.

Order Processing Time

All orders placed on crown-silk.com are processed and dispatched within 1 to 3 business days after payment confirmation (excluding weekends and official public holidays).

Processing time means the time required to confirm the order, prepare fulfilment details, arrange packing and hand the order to the relevant supplier, warehouse, fulfilment partner or courier network.

During busy periods, promotional campaigns, supplier delays or high seasonal demand, processing times may be slightly longer. If we become aware of a significant delay affecting your order, we will contact you directly by email.

Shipping Zones & Delivery Estimates

We provide reliable shipping options to deliver our premium products worldwide. Estimated transit times depend entirely on your destination area:

• Domestic Destinations: approximately 2 to 7 business days after dispatch.
• Europe: approximately 5 to 12 business days after dispatch.
• International Destinations: approximately 7 to 15 business days after dispatch.

Please note: These delivery windows are strictly estimates provided by our postal and courier networks. Actual delivery timelines may vary due to external factors beyond our control, including carrier delays, customs procedures, extreme weather conditions, local postal operations, or seasonal demand. Unless we agree a different delivery timeframe with you, we will deliver goods within the timeframe required by applicable consumer law.

Shipping Costs & Split Shipments

Shipping costs, available delivery methods and any applicable delivery options will be clearly displayed at checkout before you confirm and pay for your order. Shipping costs may depend on the delivery destination, product type, package size, package weight, fulfilment partner and delivery service selected.

Split Shipments: If your order contains multiple items, the items may be shipped separately. This can happen when products are fulfilled by different suppliers, warehouses or logistics partners. If your order is shipped in separate parcels, you may receive more than one dispatch confirmation or tracking number.

Comprehensive Order Tracking

Every single order shipped by CROWNSILK LTD includes tracking where available. Once your order has been dispatched, we will send a shipping confirmation email containing your unique tracking number and a link to the carrier’s tracking portal.

Please allow 24 to 48 hours after receiving a dispatch confirmation for tracking information to update on the carrier’s system. In some cases, tracking may be limited, delayed or unavailable depending on the delivery service, destination country or fulfilment partner used.

Customs, Duties, and Import Taxes

For cross-border international shipments, your package may be subject to local customs duties, import taxes, VAT, tariffs, brokerage fees or other charges imposed by the destination country's government.

CROWNSILK LTD is not responsible for any customs fees, duties, or import taxes applied to your order. All fees imposed during or after shipping are the sole legal and financial responsibility of the customer (buyer) and are not included in the product price or shipping cost.

Customs procedures may delay delivery. We are not responsible for delays caused by customs authorities, border checks or local import procedures. If a customer refuses a parcel because of customs charges or import fees, any refund may be reduced by reasonable shipping, return, handling or carrier charges where permitted by law.

Delivery Address Accuracy and Returned Parcels

Customers are responsible for providing a complete and accurate delivery address at checkout. Please check your delivery address carefully before placing your order, including house number, flat number, postcode, city, country and contact telephone number where required. We are not responsible for delays, failed deliveries or additional costs caused by incorrect, incomplete or outdated delivery information.

If you notice an address error after placing your order, please contact us immediately at sales@crownsilk.ltd. We will try to help, but we cannot guarantee that the address can be changed once the order has entered fulfilment or dispatch.

Failed Deliveries: If a parcel is returned to the sender, supplier, warehouse or fulfilment partner because of an incorrect address, failed delivery attempt, refusal of delivery or failure to collect the parcel, the customer may be responsible for reasonable redelivery costs, return shipping costs or handling charges where permitted by law.

Risk of Loss and Damaged Deliveries

For consumer orders, the risk of loss or damage to the goods passes to the customer when the goods are physically delivered to the customer, or to a person nominated by the customer to receive them. If the goods are lost or damaged before delivery, please contact us so that we can investigate the issue with the relevant courier, supplier or fulfilment partner.

Damaged or Incorrect Deliveries: Please inspect your order as soon as reasonably possible after delivery. If your package arrives damaged, tampered with, incomplete, defective or incorrect, please contact us within 48 hours at sales@crownsilk.ltd. Please provide your order number, clear photos or videos of the issue, photos of the outer packaging and shipping label, and a short explanation of the problem so we can file a claim with the carrier.

Lost, Missing or Stolen Parcels

If your tracking shows no movement for an unusual period, or if your order has not arrived within the estimated delivery window, please contact us at sales@crownsilk.ltd. We may need to open an investigation with the courier, supplier or fulfilment partner. If a parcel is confirmed as lost before delivery, we will provide an appropriate remedy in accordance with applicable law.

Stolen Parcels After Delivery: If tracking shows that a parcel has been delivered but you cannot locate it, please check with household members, neighbours, building reception, safe place locations or local delivery office. If a parcel was delivered to the correct address and confirmed as delivered by the carrier, responsibility passes to the buyer in accordance with applicable law.

Delivery Restrictions

Some products may not be available for delivery to certain countries, regions, remote areas, PO boxes, military addresses or restricted locations. If we are unable to ship to your address after you place an order, we will contact you and, where necessary, cancel the order and issue a refund.