Faqs

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• Products

  • Why is mcalexandersound?

    mcalexandersound started with the simple goal of having better sleep each day and living healthier. As we grow, we understand how good sleep impacts everything we do, we utilize the highest quality silk fibers to bring the most luxurious and comfortable silk products in your sleep.

  • Are your products 100% pure silk?

    Yes! All mcalexandersound products are made from ultra-luxurious 100% Pure Mulberry Silk. We use the highest grade (6A) long fiber mulberry silk, with a thickness of 22 momme and enforce the strictest quality guidelines, including non-toxic dyes.

  • Where are your products manufactured?

    Please feel assured that all of our products are made of 100% Grade 6A mulberry silk in China, which is safe and healthy. No chemicals are added in our production process and the use of any machinery or chemical additives that could potentially compromise the quality of our silk has been strictly forbidden to ensure the perfectly soft and smooth feel of our products. Thousands of pillowcases have been sold to our customers in 9 years and we will always provide the best products and services to our customers.

  • What does Momme mean?

    Instead of thread count, silk fabrics use momme – i.e. fabric weight to measure the quality of silk fabrics. Momme weight describes the weight of 100 yards of silk, 45 inches wide, in pounds. Higher momme means there are more strands of silk per 100 yards of fabric, therefore making the product heavier. So if we weigh that fabric, and say it’s 19 pounds, the momme would be 19-momme. The higher the momme, the higher quality and more durable the fabric is. Momme can range anywhere from 11-momme to 25-momme. 

  • Why is 22-momme?

    You'll usually find a range of 15-30 momme, however, silk between 19- 25 momme are considered ideal because the weave is more durable, the price is more affordable, and more suitable for heavy-duty use. Here at mcalexandersound, we offer intermediate 22 momme silk because 25-momme is much too heavy for bedding and not affordable. We believe 22 momme is the perfect balance of comfort and price.

  • What are some benefits of mcalexandersound Silk Pillowcases?

    Silk doesn't just make us feel more elegant. It has very real benefits. It stimulates the immune system, gets rids of stress, gives an extra boost of energy in the morning, gives a fresh and rested look, and gets rid of the dark circles under the eyes.
    1) It breathes. Your head and hair won’t get smothered or overheated.
    2)It’s hypoallergenic. It’s naturally resistant to fungus, mold, mites, and allergens.
    3)It doesn’t involve synthetic materials. It’s a natural fiber, for those who wish to keep their beauty routine all-natural.
    4)It might help with your complexion. Got acne? Try a silk pillowcase and see if that doesn’t help it clear.
    5)Temperature regulation. Silk is a naturally temperature-regulating fabric that makes it breathable so it’s never too hot or too cold in any situation.

  • What is the difference between silk and satin?

    Silk fabric is made from a natural fiber produced from silkworms, popularly mulberry silk. High-quality silk is a fabric that has been manufactured for thousands of years and has maintained its reputation as a symbol of luxury.

    Satin, on the other hand, is a man-made material made up of a mixture of satin, nylon, and polyester. Satin is more delicate than silk, so it needs more careful handling. It does not shimmer, but it does have a glossy appearance.

    Silk is the same on both sides, while the manufacturing process leaves satin with a dull flat back. Satin is shrunk or Stretch whenever we just wash in hot water. So be more careful when you just washed your satin fabric. You always checked and watched the washing instructions label which is coming on that fabric.
    If you wish to repose in pure luxury, then silk is the way to go. Your hair, skin, and inner natural beauty will thank you for it.

  • Do you make custom sizes?

    Yes, we can make customization as your request. Please contact us and we’re will be happy to provide a price quotation.

  • Is silk easy to care?

    Absolutely! Choose a detergent designed for use on silk (we recommend pH-neutral liquid detergent). It’s important that you use a detergent that doesn’t contain enzymes or bleach that will damage your silk pillowcase. Machine wash cold on a gentle cycle. When it comes to drying silk, air drying is ideal.

  • How to fix a stuck zipper?

    Sometimes, zippers may stop working because a bit of the surrounding fabric gets caught in the teeth. Inspect the garment or accessory closely for snags, folds, tangles , and other signs of a hangup.
    1) Once you’ve located the snag responsible for blocking the zipper, take hold of the fabric around the obstruction and give it a gentle tug. If the snag is especially small, using a pair of tweezers may help you get a better grip. Pull the fabric in the direction opposite the way the zipper runs and hold it.
    2)Try work the zipper up and down. Keeping your hold on the snagged fabric, begin gently pulling the zipper tab. Try sliding it in both directions to see if the fabric releases. In most cases, constant tension, small movements and a little patience will be enough to clear the zipper teeth.

• Orders

  • How do I modify the items in my order?

    Contact [email protected] as early as possible to make the changes. Please be noted that one can not make changes to the order once the order ships.

  • How do I track my orders?

    After the order ships out, you will receive a shipment email with the tracking number provided. Or you can track your order via the below link.

    https://www.mcalexandersound.com/apps/parcelpanel

    If you have not received an email about your order being shipped within 2-5 business days of the date you placed your order then please contact [email protected] for further assistance.

  • How do I cancel an order?

    The first thing to do is send us an email [email protected] with all the necessary information or give us a call (email is preferred) stating you wish to cancel your order.

    We cannot cancel orders which have been shipped out. In other words, once you receive our shipment notice, the order cannot be canceled. Then please wait for your package to arrive and you may either keep it or contact us for return/exchange. You will have to be responsible for the postage required to send the original item to our collection warehouse. In the case of a return, your payment will be refunded to you after we confirm the reception of the order at our collection warehouse.

  • How long will it take my order to arrive?

    - We typically ship your order within 1-2 business days.
    - Shipping usually takes 3-7 business days for most countries. Your order will arrive within below delivery estimates based on your location and selected shipping speed.
    - A tracking number will be sent to you by email if items shipped out.

  • I placed an order on your website but I can’t see it in my account when I log in, why is that?

    The reason for this is because you used our express checkout feature which allowed you to pay for your order without logging into our website. Since our ordering system has no way of knowing which account to associate your order with if you don’t log in, it cannot put the order on your account.

  • Why didn't I get an email about my order being shipped?

    Our shipping notification email is sent out automatically by our ordering system once your order has been shipped out. If you did not receive an email, you may have entered your email incorrectly or it could have sent to your spam folder.
    It normally takes 1-2 business days for us to process your order before sending your package out. If you have not received an email about your order being shipped within 2-5 business days of the date you placed your order then please contact [email protected] for further assistance.

  • I have signed up for your newsletter but I haven’t received the code yet, when can I get some coupons?

    You can sign up for our newsletter either from the pop-up window or at the bottom left of the page. After entering your email, a pop-up message will show your the code. Please apply this code at checkout. If you have not received your email, please check if you enter the correct email or if it went to the spam folder

    

• Delivery

  • Where do you ship and how much does shipping cost?

    Region	Order Amount	Shipping Costs	Method	Guaranteed Arrival	Processing Time
    US/CA	€0.00–€58.99	$10	DHL, FeDex or USPS	(3-7 business days)	1-2 Business Days
    	€59.00 and up	Free	DHL, FeDex or USPS	(3-7 business dayss)	1-2 Business Days
    Other Countries	€0.00–€58.99	$30	DHL, FeDex, TNT or USPS	(5-8 business days)	1-2 Business Days
    	€59.00 and up	Free	DHL, FeDex, TNT or USPS	(5-8 business days)	1-2 Business Days

  • Do I need to pay the duty?

    All orders are shipped duty-paid to ALL parts of the world. If you get hit with a bill for import duty, send it to us and we’ll pay it.

  • How long does it take to receive my goods?

    Once your payment is confirmed, it takes 1-2 business days for production and order processing. After that, your order will be shipped and usually takes 2-5 business days to arrive, depending on your location.
    You can track your package by your tracking number via the link below.
    https://www.mcalexandersound.com/apps/parcelpanel
    Note: To receive the notice from us, please make sure your e-mail or phone number is correct and available. (If you didn’t receive our email, please check your spam folder too and make sure you leave your email address when placing orders)

  • Why hasn't my shipping information been updated?

    After we successfully dispatch your order from our warehouse, it takes some time for the shipping carrier to provide an update of your package. Once the carrier updates the information, you will be able to track your order status. Use the link below to track your order.
    https://www.mcalexandersound.com/apps/parcelpanel
    If there is still no shipping information after a few days, please email us at [email protected]. Our CS team members will get back to you within 24 hours generally and check order status for you.

  • Why is the tracking number not working?

    When we ship our packages to you, there might be no immediate updates from the shipping company due to the fact that your package is in transit. Once it has reached the next sort facility, it will update. It may take a couple of days to see any activity once the order is shipped out from our company.
    If there is still no shipping information after a few days, please email us at [email protected]. Our CS team members will get back to you within 24 hours generally and check order status for you.

  • What can cause delays on my order?

    The most common factors may cause to the delay are as following:
    1) Misspelt, incompleted ,or outdated address when the carrier fails to delivery the package.
    2) Unforeseen circumstances at the local post office, postal strikes, customs clearance , or weather.
    3) The carrier may take 1-2 business days to register and receive parcels. This will affect your shipment status.
    4) Public Holidays in your location and ours can also cause delays during the processing time.

  • How to change my shipping address?

    Please email us at [email protected] first to submit your ‘changing address’ request.
    Generally, we can only update your shipping address before shipment. To ensure that your package can be properly delivered, please ensure that your address is complete and correct with all information including apartment/suite/room numbers.
    We are unable to cancel an order after shipment. Please keep an eye on your order status to make sure you can receive your order.

  • Do you ship internationally?

    Currently, we can ship to the continental U.S. and most international countries. Orders over $50 ship free within US States and Canada. However, for remote areas, there might be additional shipping charge because the delivery services are only limited to certain carriers which make the package hard to deliver in some countries.
    Please kindly noted that P.O. Boxes and military addresses (APO, FPO) cannot be delivered.

  • My Package went missing. Help!

    We are not responsible for lost or stolen packages if the courier has marked the package as “Delivered.” However, we'd be happy to assist you with your lost order. Please check with your household members or neighbors to see if anyone may have received the package. This is usually how they find their packages at last.

• Return

  • How does the 100-Night Trial work?

    Our 100-Night Trial is our way to make sure you’re 100% comfortable when purchasing from mcalexandersound. If you are not satisfied with our products, please contact our customer care for returns.
    * Custom-sized pillowcases are not eligible for returns.

  • How do I make a return?

    1. We accept returns postmarked within 100 days of the original purchase date. If 100 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
    2. The following items cannot be returned, refunded or exchanged : ① Items On Clearance, ②Items without original package, ③Customized Items, ④Monogrammed Items.
    3. Items must be returned unworn, unwashed, undamaged with all original tags attached. We do not accept a returned item that's worn, damaged, washed or altered in any way.
    4. Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for a refund.

  • When will I be refunded?

    We will endeavor to process returns or exchanges within one week of receipt of your item(s). We will credit refunds to the credit card used in the original purchase. Refunds cannot be returned to alternate cards or different forms of payment. Please keep a copy of your shipping information for returns so that you can track the item.
    Please note that payment processing is beyond our control and it may take up to 7-10 additional business days for the funds to be credited to your account used during checkout.

  • When will the exchanged items be shipped out?

    For exchange, the new items will be processed within 7 business days of receipt of your item(s). And for the estimated shipping time, please refer to the shipping time for the normal orders.

  • Can i send the return without contacting you?

    Note: Please make sure that you contact us first and will return the package to our agreed return address. Or it will affect the processing of your return. We do not accept returned items that were sent back by you directly without checking with us first.

  • Do I have to pay for return shipping?

    For non-defect returns, we will reimburse for the price of goods only. You will be responsible for the return postage for the additional returns, and you are suggested to choose the economical way to return.
    Please pre-pay freight costs for returned items. In the case of a manufacturer's defect, we will reimburse you for your return shipping costs. Please send us an email and attach clear photos of the items that verify a quality issue first. Please follow the instructions that are provided by our customer service team.

• Payment

  • Is your payment method safe?

    Yes! Please rest assured that mommesilk will warrant that your information including the sensitive information submitted by you is protected both online and off-line. While you are making the payment, the page is secure, encrypted and protected with encryption software, SSL.

  • What methods of payment do you accept？

    Our accepted payment methods are as follows:
    PayPal, Visa, MasterCard, American Express, JCB, Diners Club, and Discover.
    -If you have a PayPal account, you can pay your order via your PayPal account.
    -If you don't have a PayPal account, you can also pay via PayPal with your credit card or bank debit card.
    Payment can be submitted in US Dollars, Euro, British Pound Sterling, Canadian Dollar, and Australian Dollar.
    If you don't want to use any of the above, you can also order by email. Please email us product details, such as product name, color, size, and your personal information, e.g. your name, shipping address, telephone and email address. Our customer service staff will help you settle the payment through the PayPal system. A bill from the PayPal system should be generated and sent to you.

  • Why am I being asked to authorize my order?

    Detailed personal information may be required to authorize your order. If you have been asked to authorize your order it has been randomly selected and placed on hold by our fraud prevention team for further verification. It is our responsibility to protect our shoppers from any unwanted billings. If the order has not been authorized after one week, we are forced to believe it is fraudulent and the order will be subject to cancellation without further notice.

  • Why was my payment declined?

    If you have trouble paying via credit card: Please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or your card is not suspended by the bank for a review. In the case that your payment is still refused, we suggest you try a different card or pay us via PayPal.

  • Why was I charged for customs and import duties?

    Your order may be subject to import duties and/or taxes, which are levied once your package reaches your country. Please kindly provide us with the payment receipt and we will compensate our customers for customs charges. The price quote for duties is determined by the destination customs authority.
    In the event that the buyer refuses delivery of the shipment, the buyer is responsible for payment of all return duties and taxes; in this case, return shipping charges will be billed to the buyer's method of payment. Shipping fees are not refundable for undelivered shipments or refused shipments.

  • Do you have any coupon codes?

    Yes, if you sign up to our newsletter on the bottom of our homepage you will receive a pop up message with a coupon code.

  • Can I use more than one coupon code?

    No, our website only allows the use of one code per transaction so please use the code with the best discount /offer at the checkout.

  • What if I forgot to add my promo code at checkout?

    If you forgot to add your promo code at checkout, please email us at [email protected] with your order number and offer details. We will work to find the best solution for you!

• More FAQs

  • Is it safe to order from your site?

    We recommend using PayPal payments, which are both safe for both buyers(you) and sellers(us). mcalexandersound has SSL (secure sockets layer) encryption installed which ensures any personal information you provided is maintained in a secure and protested environment.

  • How do I unsubscribe from mcalexandersound newsletters?

    If you do not want to keep up with our latest items and promotions, you may unsubscribe by simply clicking the unsubscribe link at the bottom of every email we send and follow the instructions.

  • Do you offer a wholesale price??

    If you are a retailer and are interested in selling our product in your store, please send us an email at [email protected]. We will get back to you ASAP.