Terms of Service

Overview

This website is operated by SILK and SHINE Ltd. Throughout the site, the terms “we”, “us” and “our” refer to SILK and SHINE Ltd. SILK and SHINE Ltd offers this website and its related services to you subject to the following Terms of Service.

By using this website and the services provided through it, you agree to be bound by these Terms of Service. If you do not agree to these Terms of Service in full, you should not use this website.

We reserve the right to update, change or replace any part of these Terms of Service at any time by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of, or access to, the website following the posting of any changes constitutes acceptance of those changes.

Customer Information

As a customer, you are responsible for your customer account and for any activity carried out through it. You should ensure that your account information is accurate and kept secure.

If you know or suspect that your login details have become known to a third party, you should change your login details immediately and inform us and, where appropriate, your bank without delay.

Our website is intended for use by adults only. Adults may purchase products for children where the products purchased are suitable for use by children.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any part of the website, the service, access to the service or any content on the website without our express prior written permission.

We reserve the right to refuse service to anyone for any reason at any time. Such restriction or removal may be made without recourse or explanation where we consider it appropriate or necessary.

We take your privacy seriously. Further details can be found in our Privacy Policy.

Products

We make every effort to ensure that the prices displayed on our website are accurate. However, if an error in the price of a product is identified, we reserve the right to cancel your order or contact you to arrange payment of any additional amount due, or to refund any overpayment made. We may cancel or correct the processing of an order at any time up to the point of dispatch.

Ownership of products ordered from us passes to you only once we have received and processed valid payment, the payment has been received in our own bank account, and your order has been dispatched.

We have made every effort to display the colours and images of our products as accurately as possible. However, we cannot guarantee that your computer monitor’s display of any colour will be accurate.

We reserve the right, but are not obliged, to limit the sale of our products or services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis.

We reserve the right to limit the quantities of any products or services that we offer.

All product descriptions and prices are subject to change at any time without notice, at our sole discretion.

We do not warrant that the quality of any products, services, information or other material purchased or obtained by you will meet your expectations.

We shall not be liable to you or to any third party for any modification, price change, suspension or discontinuance of any product or service on our website.

Your Order

When you place an order, you will receive an order confirmation email from us. Your order represents an offer to purchase the goods specified in your order.

Your offer is not accepted by us until we have confirmed dispatch of your order by email.

For orders within the United Kingdom, delivery charges may apply. Further details can be found in our Shipping Policy.

For orders outside the United Kingdom, delivery charges, import duties, taxes, customs charges or handling fees may apply. You are responsible for any additional costs relating to customs clearance or import.

We reserve the right to delay or refuse any order where a transaction contains incomplete details, where details cannot be verified, or where fraud is suspected.

If we cannot reasonably establish these details or resolve the relevant issues, a full refund will be made to the card or payment method used at the time of purchase. Refunds will not be made by any other method, nor to a third-party card or account.

Shipping and Customs Charges

All orders received by us are shipped subject to availability.

The delivery time stated for your order is an estimate. We reserve the right to dispatch products at a later date where the product ordered is not available at the time of purchase. In such circumstances, we will contact you and, where appropriate, offer you a full refund instead of delivery of the product.

We cannot be held responsible for delivery disruption caused by industrial disputes or other circumstances outside our direct control. Where such disruption occurs, and where possible, we will offer delivery through an alternative delivery or fulfilment provider, or a full refund. Your statutory rights are not affected.

Prices and availability of goods are subject to change without notice. Any stated delivery charge will be added to the order value.

Goods will be delivered to the address provided by you in the order.

If your order is placed from outside the United Kingdom, import duties, taxes, customs charges or handling fees may apply. You are responsible for any charges relating to customs clearance. Please note that international shipments may be inspected by customs authorities. We recommend that you contact your local customs authority for further information.

Cancellation, Returns and Refunds

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers in the United Kingdom have a statutory right to cancel their order within 14 days from the day after receiving the goods. Customers in the European Union also have a statutory 14-day right of withdrawal under the EU Consumer Rights Directive 2011/83/EU. EU customers may also exercise this right electronically through our EU Withdrawal page.

In addition to these statutory rights, we offer all customers a 30-day returns policy as a goodwill service. To use this, please contact us within 30 days of receiving your order.

There is no right to cancel, refund or return a product once it has been removed from its original packaging, unless the product is faulty and is returned for that reason.

Sealed or shrink-wrapped goods may only be returned if they are faulty.

There is no right to cancel for personalised goods, goods that are intimate in nature, or goods that may not be suitable for return for hygiene reasons, unless they are faulty.

For all returns, please follow the procedure below:

Contact us in writing within 30 days, stating the reason for return, your order number and your contact details. If you are returning the product because it is faulty, please describe the fault. EU customers wishing to exercise their statutory 14-day right of withdrawal may also use our EU Withdrawal page.

A member of our team will contact you within 48 hours to advise you of the return procedure. Please return the goods only after we have confirmed the return instructions.

Please repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties supplied with the product. We cannot issue a refund where the product is returned in an incomplete condition.

If the product has been opened or used, or if the original packaging has been damaged or destroyed, we will issue a refund only if the product is being returned because it is faulty. If the original packaging of a faulty product has been damaged or destroyed, you should ensure that the returned product is suitably packaged for return to us.

We recommend that all returns are sent using a tracked delivery service so that you have proof of postage.

We will not issue refunds for items that are lost or stolen in transit to us.

If a returned item is lost or stolen in transit to us, you should seek compensation from the delivery service used to return the item.

Subject to the above, we will refund the purchase price of a returned product within 14 days of receiving the returned goods.

Special Offers and Promotions

Unless otherwise stated, special offers cannot be used in conjunction with any other promotion and do not apply to the purchase of gift cards.

Where a promotion applies only to orders above a certain value, that value excludes delivery charges, any customs charges and any gift box charges.

Where a free gift is added to orders above a certain value and items are returned so that the order value falls below the qualifying threshold, the gift must also be returned. If it is not returned, it will be charged at the stated value.

Events Outside Our Control

We shall not be liable for any delay or failure to perform any obligation under these Terms of Service where the delay or failure results from events outside our reasonable control, including but not limited to acts of God, war, civil unrest or industrial disputes.

Licence

We grant you a licence to access the content, information and services contained within our website solely for the purpose of purchasing our products or services.

This licence does not allow you to download and modify individual pages or substantial parts of our website, or to make our website available via an intranet.

The design, layout, content or text of our website may not be edited or otherwise modified without our express prior written permission.

Copyright

All content, databases, graphics, logos, layouts and the look and feel of our website are protected by copyright owned by us, unless expressly stated otherwise.

Data mining, extraction or use of product information from our website is not permitted without our express prior written permission.

Payment and Taxes

We accept the following payment methods: American Express, Apple Pay, Bancontact, Diners Club, Discover, Google Pay, iDEAL, Klarna, Maestro, Mastercard, PayPal, Shop Pay, UnionPay, Visa and online bank transfer.

All prices are quoted in pounds sterling. SILK and SHINE Ltd is not registered for VAT in the United Kingdom or the European Union. Depending on the delivery country, import duties, taxes, customs charges or handling fees may apply. These charges are set by the relevant authorities or service providers and are the responsibility of the customer.

Limitations and Exclusions of Liability

All indirect, consequential or special losses or damages are excluded.

All other losses or damages that were not reasonably foreseeable at the time the contract was formed between you and us are also excluded.

All losses relating to loss or corruption of data, databases, systems, software or hardware are excluded.

Nothing in these Terms of Service excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Indemnity

By using our website, you agree to indemnify us and keep us indemnified, now and in the future, against all claims arising from any breach by you of these Terms of Service. This indemnity includes, but is not limited to, all legal costs and other costs, expenses, damages or settlements arising from your breach of these Terms of Service.

Assignment

We reserve the right to assign our rights and obligations under these Terms of Service without prior notice to you. This right of assignment applies only to us and does not apply to you.

Severability

The paragraphs, sub-paragraphs and clauses of these Terms of Service shall be read and interpreted independently of each other. If any part of these Terms of Service is found to be invalid, this shall not affect the validity of the remaining paragraphs, sub-paragraphs and clauses.

Waiver

Our failure to enforce any rights arising under these Terms of Service shall not be treated as a waiver of those rights, unless we confirm such waiver in writing.

Third Parties

These Terms of Service are between you and us. They do not apply to, benefit or depend upon any third party.

Entire Agreement

These Terms of Service constitute the entire agreement and understanding between you and us.

Your Statutory Rights

If you are acting as a consumer, your statutory rights are not affected.

Contact Information

Questions about these Terms of Service should be sent to:

customerservice@silkandshine.co.uk

Our Address

SILK and SHINE Ltd
15 Glyn Avenue
Bilston
West Midlands
WV14 8NL
United Kingdom