Thebigsilk Reviews 

if I could give zero stars for lack of customer service- they were dismissive when I mentioned I was missing an item from the parcel. it feels fraudulent and first/last time customer.

Ordered a week ago, ‘dispatched’ 3 days ago, tracking shows Royal Mail haven’t even received it yet. Presumably shipping from China. No customer service address to be found. No idea how much longer I’ll have to wait but at this point my expectations are very low and I’ll probably have to pay £55 to return ship it
Edited to add… took a week from order to Royal Mail receiving it and then delivered quickly. Actually nice quality item. If they were clearer up front about how long the order would take it wouldn’t make you feel so suspicious. Still don’t understand why it took 3 days to reach Royal Mail, but it did get here and is nice

Made an order on 4th of February.

Though there was a bit of delay, I received an item I ordered even with an upgrade to compensate.
One star minus for a slow customer support response times.

Thank you!

I ordered the beanie and it was a really weird fit. It fit okay around the head but had a pointy loose bit at the top making me look like papa smurf. Unfortunately they do not accept any returns unless the product is faulty due to "EU hygiene regulations", which is odd as I've not had an issue returning hats to other retailers. I wouldn't mind so much if the hat hadn't cost me nearly £50.

I ordered a gift for my partner on the 20th December as a Christmas Gift but there was only standard shipping as an option.

I reached out to their customer service team to see if I could pay for express shipping, and they upgraded the shipping at no extra cost and the order arrived the next day! I'm absolutely delighted and will be back to shop the heatless rollers! 10/10

Still waiting for my order and there is no reasonable way to contact the company. When I follow the tracking information, it leads to Royal Mail, who are still awaiting the order.
I really wish I hadn’t ordered via Big Silk

Great stuff! I've been looking to keep my hair healthy this year and this is the start of my haircare journey. The heatless curler is effortless to use and I can wake up to beautiful curls with no heat or damage. I got the kit which comes with a claw clip, comb, heatless curler and two silk scrunchies (I use the scrunchies all the time at work as I have to keep my hair up). What more could I want? Great stuff.

I bought a silk mask, because I needed something soft to wear several hours, for the purpose of minimising the possibility of infection. The mask is indeed soft, but is made only of two layers of woven silk. As far as I know, that barrier is totally inefficient to prevent infection to the wearer or the people near them. In order to offer some degree of protection, a fabric mask needs to have a layer of nonwoven material (like paper!) between the fabric. I have not worn the mask, nor will I, because I need a mask for protection. Also I suspect that it may get quickly damp after a while, because of the humidity of the breath. For what they are, they are extortionately expensive. Indeed in their website, they show hundreds of 5 star reviews, and only a handful of 1 star. Mind you, they only promise that the masks are soft, which they are. Unfortunately face masks are used to avoid breathing germs in or out, not for aesthetic reasons.

Be aware as they block the negative reviews on their website. I have posted the 1 star review on their website and it is not there. It is all filtered and I have no foundation to believe that good reviews are genuine. It is all staged. Awful quality of the product. Ended up in a bin.

I read some of the reviews here after placing an order for a beanie, a turban and a hair towel and panicked, tried to cancel the order, as my head is big and I was afraid of not fitting in the goods. The customer service was very prompt, reassuring and explained to me their returns. I decided to give it a try and wow, the beanie is SO COMFY! The turban is large enough to fit my head and my volumous waist length hair, fantastic. The towel is also long enough to catch my whole hair length and feels fabulous.
Very happy with this purchase and will recommend to everyone!

I believe giving praise is due when deserved. I cannot say that this product deserves it, I am experienced in purchasing silk bonnets/turbans, and this is the worst one.

The feel is good but the size, is it meant to be for a child! Extremely small and does not stay on, gutted I have wasted £50. I will not be purchasing from this company again.

I will have to continue to purchase from across the pond, they seem to have nailed it, different sizes, with different adjustments.

I purchased their heatless hair curler. I have a lot of experience with heatless hair curlers and know how to use them. This one doesn't work at all and is an absolute pain to use. It unravels immediately which means you need to twist back the ribbons to secure it. Then you need to bring these twisted ribbons to the top of your head (without letting them unravel) in order to tie them and secure everything in place. If you manage to do this, 1) you'll be exhausted because it takes forever, and 2) it was all for nothing because it'll come undone anyway within a few minutes. If by some miracle, you do manage to keep the ribbons tied on top of your head, you'll wake up with the flattest hair imaginable and a kink where the ribbon was. As for any waves/curls? Forget it. They either don't form at all due to the whole thing unravelling or you'll get the faintest kink of a wave that drops within a few minutes.

I contacted the company to ask to return the product and be refunded. They responded to say that the product is non-returnable/non-refundable and reminded me (in a sassy manner) that these terms and conditions are visible on the website before purchase. Yes, they are. But you've also sold me a product that doesn't do what it says it's going to do. Not allowing me to return this product is in breach of my consumer rights.

I rarely write negative reviews but in this instance, I really feel like I've been scammed. I strongly advise against purchasing anything from this 'company'.

I’ve tried to delete my previous review without success. I got an easy and stress free refund contrary to suspicions and I’m not afraid to admit I was wrong… which I was.

Buyer beware. First and last time I order a product based on an influencer's free product review!

I ordered 2 normal sized scrunchies and 4 mini scrunchies for an astronomical £49.50 after discount. I received something that looks cheap, nasty and exceptionally small from the outside. I haven't opened the packets but on looking at the company's return policy, the will only accept returns if the hygiene tamper resistant seal is intact. Well, I'd certainly do so if they had a hygiene tamper resistant seal but they don't, so that's impossible.

The suspicious part of my nature wonders whether that was done on purpose, to avoid having to accept my return...time will tell.

When I buy a premium product, I expect premium packaging. I was sorely disappointed. The thin cardboard box used to package the goods arrived battered. No delivery note, no protective packaging..nothing. Very very unsatisfied customer. Lets see how they put things right, I will update this post if and when I hear further.

Not sure what all the fuss is about. Ordered 4 black silk masks for myself and my sister. The fit is pretty poor, gapes at the chin and the nose wire might not as well be there. Contacted them through Instagram to ask how I could return 2 of the masks as we hadn’t opened them but no reply. Contacted them through the website but again no reply. I would urge anyone wanting to buy one of these, don’t, you could make one better yourself for a lot less.

I added 4 masks to the cart because it was buy 4, pay for 3. My confirmation email listed only 3 and I received 3.... I emailed about it and haven't heard back yet.

I purchased a hair turban with them because the knot at the front looked so much neater and nicer than all the other ones online. On the picture that is! Turns out I paid 3 times as much for a cheap messy looking knot and that is not all: the turban is twice the size of my head, it looks absolutely dreadful on and I could never have my bf see me like this. Moreover it'll probably move off my head as soon as it touches the pillow.
I wrote to them asking for a return and they are completely ignoring me.
DO NOT BUY. SCAM.

I ordered four masks from the Big Silk. Three were fine but one was too small. I told them and quickly got a detailed explanation, apology and a replacement. The masks themselves are not cheap but they are well-made, feel lovely and are as comfortable as any masks can be. Highly recommended.

Excellent product and excellent service. I can only relate my dealings with the company but after a bruising experience with another high profile silk goods supplier i was extremely happy.
The masks are unbelievably good quality and changed my daily experience of mask wearing all day.
Masks came within 5 days and this is in an area of high delta variant with many postal workers isolating.
Am thrilled and will recommend to everyone.

Unfortunately this company has been an epic disappointment. I ordered four masks from them two weeks ahead of travelling due to the amount of time I needed to wear them from. The masks are not cheap but I assumed worth it. Despite the 3-5 standard delivery times I left sufficient time.
After ten days, I’d heard nothing so contacted the company who said they were overwhelmed following a feature (great). They apologised for the delay, and then explained they have stock they keep aside for “celebrities and influencers” and they could send those to get to me in two days time. Alternatively they would offer a 10% discount. I obviously said I would rather have the items I ordered.

Then they went silent, I spent the day waiting for the items given the need, emailed the company multiple times for an update and still nothing. I’ve tried to connect with them multiple times to understand what happened but the customer service is appalling.

I’d recommend ordering elsewhere. The masks eventually turned up, and are fine, not worth the stress of not knowing when the product will turn up whilst the company holds considerable amounts of money, and do not even have the courtesy to update customers :(