Welcome to the Silkerix FAQ hub. Silkerix is the footwear brand of 温州市瓯海梧田本杰贸易商行, headquartered and registered at 浙江省温州市瓯海区梧田街道瓯海大道196号301室（麦芽糖）622号, and we operate exclusively online at silkerix.com. We sell physical footwear only—canvas shoes, running shoes, and sneakers—to customers in the United States. This page answers the questions our customers ask most about products, sizing, shipping, returns, payments, and privacy. If your question is not covered here, our team is happy to help by email at [email protected] or by phone at +86 166 7400 2242 during support hours, Monday–Friday, 9:00 AM – 5:00 PM Central Time (CT).

Products, Materials, and Fit

What products does Silkerix sell?

We sell three core footwear categories: canvas shoes (breathable everyday low-tops and slip-ons), running shoes (cushioned road and multi-surface trainers), and sneakers (versatile court-inspired and lifestyle silhouettes). We also offer footwear care accessories such as replacement insoles, organic cotton laces, and weatherproofing care kits. All items are physical goods; we do not sell digital products other than optional gift cards.

What is The Kinetic-Feather Architecture?

It is our internal construction standard. Every silhouette is engineered to a strict Weight-to-Cushion Ratio and Frictionless Collar Index, using breathable cotton duck canvas, engineered mesh, multi-density EVA midsoles, and high-abrasion rubber outsoles. The goal is simple: engineered lightness, honest durability, and fatigue-free motion for daily miles on American pavement.

How do I choose the right size?

Each product page includes a size chart with foot-length measurements in inches and centimeters. Measure your foot while standing, heel against a wall, and match the length to the chart. If you are between sizes or plan to wear thicker socks, we generally recommend sizing up. Because fit is personal, we back every pair with our 30-day return window described below.

Ordering, Payment, and Cancellations

Which payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, PayPal, and Stripe secure checkout. All prices are listed in USD. For full details, see our Payment Methods page.

Can I change or cancel my order?

Yes—within 12 hours of placing the order, or before it enters our 2–3 business day handling and packing queue. Email [email protected] with your order number and the change you need. Once packing has begun, the order can no longer be modified, but you may still use our return process after delivery. Full instructions are on our Order Changes and Cancellations page.

Shipping and Delivery

How much does shipping cost?

Shipping is free for all orders—$0.00 standard shipping on every US order. There are no surprise fees at checkout.

How long will my order take to arrive?

Stage	Timeframe
Order handling & packing	2–3 business days (Monday–Friday, excluding US federal holidays)
Delivery in transit	6–9 business days
Total estimated arrival	8–12 business days from order placement

For complete terms, see our Shipping Policy.

Returns and Refunds

What is your return window?

You may request a return within 30 days of the delivery date. Footwear should be tried on indoors or on clean surfaces and returned in a resalable condition with original packaging. Before mailing anything back, email [email protected] with the subject line “Return Request – [Your Order Number]” so we can issue an RMA number and provide verified return warehouse instructions. Please do not ship footwear to our registered address without an RMA—it is our corporate registration address, not a walk-in retail location or returns dock.

How long do refunds take?

After your returned item is received and inspected, refunds are processed within 3 days to your original payment method. Full details, including condition requirements, are on our Refund and Returns Policy page.

Support, Privacy, and Accessibility

How do I contact customer support?

Email [email protected] or call +86 166 7400 2242, Monday–Friday, 9:00 AM – 5:00 PM CT. You can also visit our Contact Us page.

How do I submit a privacy, accessibility, DMCA, or review request?

Email [email protected] with a clear subject line so your request reaches the right team: “Privacy Request”, “Accessibility Request”, “DMCA Notice”, or “Review Request”. Relevant policies include our Privacy Policy, Accessibility Statement, Review Policy, and Do Not Sell My Personal Information page.

Where can I learn more about Silkerix?

Read our story on the About Us page, explore our material commitments on the Sustainability page, and review our Terms and Conditions, Cookies Policy, and Community Standards.