Frequently Asked Questions (FAQ)
Orders & Payment
What payment methods do you accept?
We accept all major credit and debit cards, along with other secure payment methods displayed at checkout. All transactions are encrypted to ensure your payment information remains protected.
Can I modify or cancel my order?
If you need to modify or cancel your order, please contact us as soon as possible after placing it. We can only make changes before your order has been processed for shipment. Once it has been shipped, we are unfortunately unable to make any changes.
Shipping & Delivery
Where do you ship?
We proudly ship to many countries worldwide. Shipping options, delivery times, and costs are automatically displayed during checkout based on your destination.
How long does delivery take?
Orders are typically processed within 1–2 business days before shipment.
Delivery times vary depending on your location. An estimated delivery date will be shown at checkout. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number.
How can I track my order?
As soon as your order is shipped, you'll receive an email with a tracking link. You can use it at any time to monitor your package's journey.
My package is delayed. What should I do?
While most orders arrive within the estimated timeframe, occasional delays may occur due to customs clearance, weather conditions, or high shipping demand. If your package appears unusually delayed, please contact our support team and we'll gladly assist you.
Returns & Refunds
What is your return policy?
We want you to shop with confidence. If you're not completely satisfied with your purchase, please refer to our Refund Policy available at the bottom of our website for complete return eligibility and instructions.
How do I request a return?
Simply contact our customer support team with your order number and the reason for your request. We'll guide you through the return process step by step.
When will I receive my refund?
Once your returned item has been received and inspected, your refund will be issued to your original payment method. Processing times may vary depending on your payment provider.
What if my order arrives damaged or incorrect?
If your item arrives damaged, defective, or you receive the wrong product, please contact us within 48 hours of delivery and include clear photos of the issue. We'll work quickly to find the best solution, whether that's a replacement or a refund when applicable.
Products & Care
Are your silk accessories made from 100% Mulberry Silk?
Yes. Our silk accessories are crafted from 100% premium Mulberry Silk, carefully selected for its exceptional softness, durability, and luxurious feel.
Why choose Mulberry Silk?
Mulberry Silk is naturally smooth and breathable. It helps reduce friction on hair and skin, minimizes frizz and hair breakage, and provides a more comfortable sleeping experience compared to traditional fabrics.
How should I care for my Mulberry Silk accessories?
To preserve the beauty and longevity of your silk accessories, we recommend:
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Hand wash in cold water using a gentle detergent.
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Alternatively, machine wash on a delicate cycle inside a laundry bag.
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Do not use bleach.
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Lay flat to air dry away from direct sunlight.
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Iron on the lowest heat setting if necessary.
Following these care instructions will help keep your silk looking and feeling beautiful for years to come.
Customer Support
How can I contact Nexora?
If you have any questions, our customer support team is always happy to help.
You can contact us by email using the contact information available on our Contact page. We aim to respond to all inquiries within 24–48 business hours.
I couldn't find the answer to my question.
We're always here to help. If your question isn't covered in this FAQ, please don't hesitate to reach out. Our team will be happy to assist you and ensure you have the best possible shopping experience with Nexora.