Silky Gem® Love at First Bite

Disclaimer:

Please note that due to the handmade nature of these kohakutou-inspired candies, each piece may vary slightly in color, shape, and crispness. This adds to their charm, making each gem a truly one-of-a-kind Valentine's candy. Flavors are pre-selected and cannot be substituted, and while some pieces may be less crunchy, they still deliver an enchanting ASMR experience with every bite.

During the warmer months, especially when shipping to regions with higher temperatures, you may notice that the candies start to sweat or develop condensation. This sweating is a natural phenomenon caused by changes in temperature and humidity during transit and does not affect the quality or taste of the candies. Please do not panic if this occurs. Simply remove the candies from their packaging, place them on a plate or tray, and allow them to air out for a day or two.  Once they have had time to adjust to the room temperature, they will return to their original state and be just as delicious as ever. Thank you for your understanding and patience.

NOTE: AFTER ITEMS ARE SHIPPED, THE CARRIER IS THEREFORE RESPONSIBLE FOR ANY DAMAGES TOWARDS THE PACKAGE, for ex. candy opened, candy melted, incorrect delivery address, if item is "delivered" but you haven't received the package, etc.

• There are no refunds, returns or exchanges given for edible products - all sales are final. Any issues with packages in shipping need to be handled with the shipping company (UPS, USPS). Once your order leaves our hands, we do not take responsibility for lost or damaged items or packages. We highly recommend opting for package protection which is offered at check out. This service ensures coverage in case your package is damaged, lost, or stolen during transit. By declining this service, the customer assumes all responsibility for lost stolen or damaged packages. By declining this service, the customer assumes all responsibility for lost, stolen or damaged packages. 
• If your package does not arrive as confirmed in the tracking, you will have to contact us and your local post office within 48 hours. Most of the time lost packages can be recovered if you contact within first 48 hours. 
• Customer is responsible for any incorrect addresses, or locations where post office is unable to deliver and we will not refund in those situations.
• Issues with damaged items should be addressed within 48 hours.  
  This applies to items damaged during shipment, not personal preference. 
• International customers are responsible for any additional taxes, duties, or fees incurred upon delivery.

Pick-up is an option and can be found on our order page. Please make arrangements to get your order on the time that pick up is set for.

You can always contact us for any return questions at support@silkygem.com.

Click To file a Claim. if you bought package insurance. Insurance covers the cost of the purchase and not shipping costs. 

Unfortunately, we cannot provide refunds for  gift cards. All sales are final. 

Storage Instructions:

• Refrigerated or Frozen
• Remove candies from plastic packaging.
• Room Temperature: Keep in a dry place. Avoid moisture as it can lead to mold growth.

Nutrition Facts:

• Applies only to regular (full sugar) crystal candy.

Safety Information:

• This product complies with United States standards. Ingredient lists, labeling, and allergen warnings may differ internationally. Contact us with any allergy concerns before purchasing.
• Contains sharp edges. Not recommended for children under 6 years.

Legal Disclaimer:

• Our candies may contain or come into contact with various allergens. Review the full ingredient list below.

Food Safety Disclaimer:

• Preparation: Our facility follows strict hygiene and safety protocols during manufacturing.
• Cross-Contamination: This candy is produced in a facility that also processes nuts.
• Consumption Advice: If you have food allergies, consult a healthcare professional before consuming.

Food Allergy Notice:

• This candy is made in a facility that also processes nuts.

FDA Disclaimer:

• Statements regarding dietary supplements have not been evaluated by the FDA.

• PLEASE PLACE YOUR ORDERS BY DECEMBER 9, 2025 to ensure Christmas arrival Our current processing time is about 4-7 business days ( not including weekends and holidays).Please note that this is approximate and processing can be a little under or a little over stated processing time. Please contact support@silkygem.com if there is an issue.
• Orders are marked as "pre-shipment" once a shipping label has been created, but this does not mean the package has shipped yet. Since our processing time is 4-7 business days (excluding weekends and holidays), we sometimes prepare labels in advance to streamline fulfillment. Once your order is fully processed and handed off to the carrier, tracking will update accordingly. INTERNATIONAL SHIPMENTS CAN TAKE 2-4 WEEKS FOR DELIVERY, SOMETIMES LONGER DEPENDING ON CUSTOMS
• Due to high demand, multiple orders might be mailed separately..
• International customers are responsible for any additional taxes, duties, or fees incurred upon delivery.
• We will send your tracking information through USPS after your order is processed, and shipping is going to take about 3-10 days depending on your location. 
• We often print labels several days in advance to optimize the final processing stages during shipment preparations.
• Issues with damaged items must be addressed within 48 hours. 
• In the event that a customer mistakenly provides an incorrect address for their order, we are happy to assist by reshipping the order. However, kindly note that the customer will be responsible for covering the associated shipping costs.
• We are not responsible for damaged or lost items. Once the package leaves our facility, it is no longer our responsibility and you will have to contact the shipping service.  Package protection is highly recommended. 
• Free shipping overs $75 and over, US residents only. We do not stack discounts. 
• You have the option to purchase package protection at check out. This is not required but highly recommended as we are not responsible for lost or destroyed packages. This service ensures coverage in case your package is damaged, lost, or stolen during transit
• Click To file a Claim. if you bought package insurance. 

• For local pick up: The address is 7429 Lindbergh Drive Gaithersburg, MD 20879

  Operating hours are Monday-Thursday 8am to 5pm. Closed Friday,Saturday, Sunday and all major holidays.

• Please don't hesitate to contact us if you have any questions about the products or your order! We're always here to help.
  
  

Absolutely no returns, refunds or exchanges accepted on edible products.

NOTE: AFTER ITEMS ARE SHIPPED, THE CARRIER IS THEREFORE RESPONSIBLE FOR LOST OR DAMAGED PACKAGES, for ex. candy opened, candy melted, incorrect delivery address, if item is "delivered" but you haven't received the package, etc.

Sanitization: Our work area is always sanitized before and after use. All employees are required to wear gloves and hair covering whenever handling products

Track Your Order:

If you have purchased shipping protection and have issues with your order please use the following link:

https://www.silkygem.com/pages/return-refunds-policy

Once your order is packed and processing, you will receive an email with a tracking number.

• There are no refunds or exchanges given for edible products - all sales are final. Any issues with packages in shipping need to be handled with the shipper. Once your order leaves our hands, I do not take responsibility for lost or damaged items or packages.

• If your package does not arrive as confirmed in the tracking, you will have to contact us and your local post office within 48 hours for us to be able to determine what happened with the package.  Most of the time lost packages can be recovered if we contact within first 48 hours. 

• Customer is responsible for any incorrect addresses, or locations where post office is unable to deliver and we will not refund in those situations.  

                 **** Returns or exchanges not accepted on edible products. No exceptions