Frequently Asked Questions
Everything you need to know about xmomo silk pillowcases, ordering, shipping, and care.
Can’t find your answer? Email service@xmomoshop.com — we reply within 24 hours.
📦 Product
What is a silk pillowcase and why should I use one?
A silk pillowcase is a pillowcase made from silk fabric instead of cotton or synthetic materials. Silk has a naturally smooth surface that creates less friction against your skin and hair while you sleep.
Key benefits include:
- Skin: Reduces sleep creases and morning lines; helps your skincare products stay on your face instead of being absorbed by the pillow.
- Hair: Reduces frizz, tangles, and breakage; helps hairstyles last longer.
- Comfort: Naturally breathable, moisture-wicking, and temperature-regulating — cool in summer, comfortable year-round.
- Hypoallergenic: Naturally resistant to dust mites and allergens.
What is the difference between silk and satin?
Silk is a natural fiber produced by silkworms. Satin is a weaving technique that can be used with any fiber (polyester, nylon, or silk).
Most “satin pillowcases” on the market are made from polyester, which mimics silk’s smooth surface but lacks silk’s natural breathability, moisture-wicking, and hypoallergenic properties. Polyester satin also traps heat and can cause sweating.
Our pillowcases are made from 100% mulberry silk — the real thing.
Will the actual color match the photos?
We photograph every product under natural light, but slight variations may occur due to screen settings and the natural sheen of silk. If the color isn’t what you expected, our 7-day return policy has you covered.
What does the package include？
Each order is for one (1) silk pillowcase, unless otherwise stated in a bundle product listing.
Your package includes:
- 1 × mulberry silk pillowcase
- 1 × branded hangtag
- 1 × care instruction card
Does the silk pillowcase really help with wrinkles and hair frizz?
Silk’s smooth surface reduces friction compared to cotton, which can help reduce sleep creases and morning frizz. Many of our customers report noticeably smoother skin and hair after switching.
✨ Silk Quality
What does "22-Momme" mean?
Momme (pronounced “mummy”) is the unit used to measure the weight and density of silk fabric. The higher the momme count, the denser and more durable the silk.
| Momme | Quality | Typical Use |
|---|---|---|
| 12–16 | Low | Cheap decorative items, often frays quickly |
| 19 | Medium | Entry-level silk pillowcases |
| 22 | High | xmomo standard — durability meets luxurious feel |
| 25–30 | Premium | Heavy drapery, less breathable, much more expensive |
We chose 22-Momme because it’s the sweet spot: durable enough to last years, yet light and breathable enough for a cool, comfortable sleep.
What is "6A Grade" silk?
Silk quality is graded on a scale from A to C, with A being the highest. Within Grade A, there are sub-levels: 3A, 4A, 5A, and 6A.
6A is the highest quality grade — it means the silk has the longest, strongest, and most uniform fibers, with the fewest imperfections. It produces the smoothest, most lustrous fabric.
All xmomo pillowcases use 100% Grade 6A mulberry silk.
What is mulberry silk and why is it the best?
Mulberry silk is the highest quality silk available. It’s produced by Bombyx mori silkworms that are fed exclusively on mulberry leaves, resulting in long, continuous, uniform fibers.
Compared to other types of silk (Tussah, Eri, etc.), mulberry silk is smoother, softer, more lustrous, and more durable. It’s the gold standard for silk bedding worldwide.
Is your silk certified or tested?
Our silk products are tested and meet OEKO-TEX Standard 100 requirements, which means they are free from harmful substances and safe for direct skin contact.
📏 Sizing
What sizes do you offer?
We currently offer two sizes that cover the vast majority of pillows worldwide:
| Size | Measurements | Fits |
|---|---|---|
| Queen | 20″ × 30″ (51 × 76 cm) | US/CA Queen, AU/UK Standard, EU Standard (ES, FR, IT) |
| King | 20″ × 36″ (51 × 91 cm) | US/AU/CA/UK King, SE, SG |
Will the pillowcase fit my pillow snugly?
Our pillowcases are designed with a slight allowance for easy on-and-off while still fitting snugly around your pillow. If you’re between sizes, we recommend sizing up rather than down — a slightly loose fit is more comfortable than one that’s too tight.
What closure type do you use?
Our default closure is the envelope closure — an overlapping inner flap that keeps your pillow securely inside without any visible hardware. It’s clean, comfortable, and doesn’t create pressure points on your face.
A hidden zipper closure is also available upon request at no additional cost. Contact us before placing your order to customize.
🪡 Custom Embroidery
What custom embroidery options do you offer?
– Your Name: up to 10 letters, in elegant script or classic block lettering.
– Your Motif: a single design of up to 2 x 2 inches, monochrome; contact us for complex multi-color patterns.
– The Full Story: one name plus one motif, up to 2 colors
How much does custom embroidery cost?
Thread color and placement are included.
| Embroidery Type | Additional Cost |
|---|---|
Your Name (Initials / Monograms) | +$18.99 |
Your Motif (single design) | +$39.99 |
The Full Story (name + motif) | +$49.99 |
How do I order a custom embroidery pillowcase?
- Select your pillowcase (size + color)
- Check the “Add Custom Embroidery” option on the product page
- Choose your embroidery type (initials, constellation, or series design)
- Enter your text or select your symbol
- Choose your thread color
- Add to cart and check out
Can I return a custom embroidered pillowcase?
Custom embroidered items are non-returnable and non-refundable, because they are personalized specifically for you and cannot be resold.
Exceptions: If the product has a manufacturing defect, or if we made an error in the embroidery (wrong text, wrong design, wrong placement — where the error is on our side), we will offer a full refund or replacement at no cost to you.
How long does custom embroidery take?
Custom embroidery adds about 5-7 business days to our standard 1-3 business day processing time, so we dispatch personalized orders within 6-10 business days. International shipping takes a further 5-15 business days. In total, please allow 10-25 business days for a personalized order to arrive. You’ll receive a shipping confirmation email with tracking as soon as your order is dispatched.
Are there any restrictions on what I can embroider?
Yes. We reserve the right to refuse embroidery requests that contain:
- Content that infringes on third-party trademarks or copyrights
- Defamatory, obscene, hateful, or discriminatory language
- Content that violates applicable laws
If we decline a request, we will refund the embroidery fee and either ship the pillowcase without embroidery or cancel the order with a full refund.
↩️ Payment,Returns & Refunds
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover) as well as PayPal. All prices are listed and charged in USD.
What is your return policy?
We offer a 7-day return window from the date your package is delivered. Items must be unused, unwashed, and in their original condition with all tags and packaging intact.
Because silk pillowcases are personal-care items that come into direct contact with skin, we cannot accept returns of used or washed products for hygiene reasons.
Please inspect your pillowcase immediately upon delivery and contact us within 7 days if there are any issues.
How do I start a return?
- Contact us via online customer service (live chat on our website) or email refund@xmomoshop.com
- Provide your order number and the reason for return
- We’ll send you a return authorization and return instructions within 24–48 hours
- Ship the item back to the address we provide
- Once we receive and inspect the returned item, your refund will be processed within 5-10 business days
Who pays for return shipping?
| Reason | Return Shipping Paid By |
|---|---|
| Changed mind / don’t like it | Customer |
| Wrong size selected | Customer |
| Product defect or damage | xmomo (full coverage) |
| Wrong item shipped | xmomo (full coverage) |
Can I return a custom embroidered pillowcase?
No. Custom embroidered items are non-returnable and non-refundable because they are personalized specifically for you and cannot be resold.
The only exceptions are: (1) manufacturing defects unrelated to the embroidery, or (2) embroidery errors caused by xmomo (wrong text, wrong design, wrong placement). In these cases, we will provide a full refund or replacement at no cost to you.
How will I receive my refund?
We issue refunds to your original payment method (credit card, PayPal, etc.). Depending on your bank or payment provider, the refund may take 5–10 business days to appear in your account.
Can I exchange my pillowcase for a different size or color?
Exchanges are subject to the same conditions as returns: the item must be unused, unwashed, and in original condition. Contact us at refund@xmomoshop.com to arrange an exchange. You will be responsible for return shipping costs, and any price difference will be charged or refunded accordingly.
📦 Shipping
Where do you ship from？
Our products are manufactured in and shipped from China — specifically from the silk capital region where mulberry silk has been produced for over 4,000 years. By sourcing directly from the origin, we cut out multiple layers of middlemen and pass the savings to you.
This is why we can offer $150+ quality silk at $78.
Which countries do you ship to？
We currently ship to:
- North America: United States, Canada
- Europe: United Kingdom, most EU member states
- Asia-Pacific: Australia and more
We ship to the United States, Canada, the United Kingdom, most EU member states, Australia, and New Zealand. We do not ship to countries or regions subject to international sanctions, trade embargoes, or export restrictions. Orders originating from such regions will be cancelled and refunded.
How long does shipping take？
| Standard Shipping | 5–15 business days |
Delivery times are estimates and may vary due to customs processing, holidays, weather, or other factors beyond our control. Processing time (1–3 business days, or 5–7 business days for custom embroidery) is separate from shipping time.
Will I have to pay customs duties or taxes？
Now, we do not collect duties or taxes at checkout — the carrier will collect any amount due before delivery.
How do I track my order?
Once your order ships, you’ll receive a shipping confirmation email containing your tracking number and a link to track your package. You can also find tracking information in your account dashboard if you created an account at checkout.
Tracking updates may take 24–48 hours to appear after dispatch.
My package shows "delivered" but I haven't received it. What should I do?
- Check around your property — sometimes carriers leave packages in less obvious spots
- Ask neighbors or household members if they accepted the delivery
- Check your email for any delivery attempt notices
- Contact the carrier directly with your tracking number
- If you still can’t locate it, contact us at service@xmomoshop.com within 7 days of the delivery date
🫧 Care & Washing
How should I wash my silk pillowcase?
For best results and longest lifespan:
- Hand wash in cold water (max 30°C / 86°F)
- Use a silk-friendly or pH-neutral detergent (no bleach, no enzymes)
- Do not wring or twist — gently squeeze out excess water
- Dry flat in shade — do not tumble dry
- If needed, iron on cool setting on the reverse side
Machine wash option: 22-Momme 6A silk is durable enough to withstand a gentle/delicate cycle in a mesh laundry bag. Use cold water and silk detergent. However, hand washing will extend the life of your pillowcase.
Can I put my silk pillowcase in the dryer?
No. Tumble drying will damage silk fibers, cause shrinkage, and ruin the smooth surface. Always air-dry by laying flat or hanging in shade.
Can I use bleach or fabric softener?
No bleach. Bleach will dissolve and destroy silk fibers.
No fabric softener. Fabric softeners coat silk with chemicals that reduce its natural breathability and smoothness over time.
How often should I wash my silk pillowcase?
We recommend washing every 3–5 days, similar to any pillowcase. If you use heavy skincare products or hair treatments, you may want to wash more frequently.
Having two pillowcases in rotation makes this easy — use one while the other air-dries.
Will the color fade after washing?
Our silk is dyed using high-quality dyes that resist fading under proper care. To preserve color:
- Always wash in cold water
- Dry in shade — never in direct sunlight
- Wash separately or with similar colors for the first 2–3 washes
Minor color transfer may occur during the first wash. This is normal and will not affect the appearance of your pillowcase.
How long will my silk pillowcase last?
With proper care (hand washing, air drying, gentle detergent), a 22-Momme silk pillowcase can last 12–18 months or longer of daily use. Machine washing on a gentle cycle may reduce lifespan to 8–12 months.
Signs it’s time to replace: visible thinning, loss of sheen, rough texture, or persistent snagging.
🌙 About xmomo
Who is behind xmomo?
xmomo was founded by Yolin, a former fashion photographer and director who spent her career studying how light, fabric, and texture interact with skin. After discovering the world of silk textiles and visiting the silk capital of China to learn the craft firsthand, she created xmomo to bring genuine, high-quality silk to everyone.
Read our full story on the Our Story page.
Why is xmomo silk more affordable than other brands?
We source directly from the silk capital of China — where mulberry silk has been produced for 4,000 years — and sell directly to you. No middlemen, no distributors, no retail markup. The same 22-Momme 6A silk that costs $150+ at luxury brands is $78 at xmomo.
Is xmomo eco-friendly?
Silk is a natural, biodegradable protein fiber — a more sustainable choice than synthetic alternatives. By sourcing directly from the origin, we also reduce the environmental cost of unnecessary shipping and warehousing layers.
Our hangtags are made from recycled paper, and we’re continuously working to reduce packaging waste. We believe sustainability and luxury can coexist.
What's next for xmomo?
We’re starting with beauty sleep — silk pillowcases that work while you rest. But our vision is bigger: we’re building toward a future where sleep is technology, where smart textiles, AI-driven insight, and thoughtful design converge to make every night work harder for your skin and hair.
Stay tuned. Follow us on Instagram and TikTok for product launches and updates.
When can I reach customer service?
We reply to all emails within 24 hours, Monday to Saturday. You can also use the chat widget on our site during business hours (9:00 AM – 6:00 PM EST).
How can I stay updated on new products and promotions?
- Email: Subscribe to our newsletter for 15% off your first order + exclusive early access
- Instagram: @xmomoshop
- TikTok: @xmomo
Still have questions?
We’re here to help. Reach out and we’ll respond within 24–48 business hours.