Returns & Cancellations:
We hope you love your purchase from The Silk Rose, but if for any reason you are not completely satisfied, then we will gladly offer a refund, exchange or replacement (if the requested stock is available) as long as you return it to us within 30 working days of delivery, unopened, unused and in its original condition (including packaging). Returns that do not meet our policy will not be accepted and will be sent back to the customer.
Please note, that due to EU hygiene regulations we cannot offer a refund, replacement or exchange on items returned in non-saleable condition.
Refunds and exchanges must be made via our customer services team by contacting firstname.lastname@example.org. Please note that you have a legal obligation to take reasonable care of the items while they are in your possession, and if you fail to do so we may have a right to make a claim against you for compensation.
We will refund your product as quickly as possible by sending the money back to your original payment method. Where promotional discounts are applied to orders, the discount will be applied to each item in the shopping bag. In the event of a return you will not be refunded the discounted proportion.
Your rights as outlined in this “Returns” section are in addition to the cancellation rights under the Consumer Protection (Distance Selling) Regulations 2000 as amended and superseded from time to time. We recommend contacting us via email at email@example.com if you are planning to cancel your order before the end of the statutory cancellation period – 7 working days from the day after you receive the goods.
Please note, that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error.
We always strive to honour an exchange. But, if the item requested is out of stock we will contact you and give you a choice of an alternative product or a refund. We will cover the cost of shipping the new item to the original delivery address.
If you wish to modify, exchange or cancel your order please contact us at firstname.lastname@example.org
It may not always be possible to stop an order from being dispatched. If your order has already been fully processed and dispatched please follow the returns policy.
We are currently only accepting orders through the web site for delivery to addresses in Europe. For deliveries to countries outside Europe please contact us at email@example.com and we will endeavor to assist you.
Our delivery rates are as follows:
UK mainland – standard delivery £2.95 1 – 3 business days (exc. weekends and Bank Holidays)
UK mainland – priority delivery £7.90 1 – 3 business days (exc. weekends and Bank Holidays)
Europe – recorded delivery £8.50 3 – 5 business days (exc. weekends and Bank Holidays)
*Standard Delivery is FREE on all UK orders over £60. Delivery of orders will be within 3 working days as per usual standard delivery terms. *
You will be able to check the total order value (including postage & packaging costs) before you complete the transaction.
Delivery times are subject to stock availability and to possible delays due to credit card authorisation and any other factors outside our control. Please note, that during sale times and other busy periods delivery may take longer than expected. The Silk Rose will strive to guarantee that all deliveries are honoured within 14 working days. Neither us nor our courier shall be under any liability for any delay or failure to deliver the goods within the estimated time frame. Risk of loss and damage of goods passes to you on the date and time of delivery of the goods.