Terms of service
Terms and Conditions.
Definitions
Please be advised that the following definitions apply to our Terms and Conditions.
EU- for the time being EU means a European member state which still includes the UK
Non-EU Means all other countries that are not EU Member State
Order means a transaction which has been made by you from Silk & Lace ltd via our online platform to buy one or more products to which these terms and conditions apply.
Personal information means the information that you provide to us when using the online store. It can consist of information such as your name, billing address, email address, delivery address, telephone number, passwords and credit card or other payment information.
Platform means any digital way of accessing our online store at www.silk-lace.com or any other URL which may replace it at a subsequent date and the Silk & Lace app which can be accused using a mobile device.
Product means anything that is advertised for sale on our website
Product description Means the area on the website where certain terms and conditions in respect to the product are provided. They shall include but not be limited to all details on prices (Including delivery charges) representations and descriptions of the product and photographic images. It shall also include specific delivery dates and times, warranties and guarantees about the product.
Silk & Lace account means the personalised account that has been set up by you on www.silk-lace.com.
Terms and conditions means these terms and conditions.
UK for the purpose of these terms and conditions UK means England, wales, Scotland and Northern Ireland.
Users means the user of the website
1.Using the Silk & Lace Website
1.1 The website has been provided purely for your personal use and should not be used for commercial purposes. If you would like to place an order through our website you must be at least 16 years of age however we will reserve the right to only accept orders from those who are 18 years of age or older.
1.2 Silk & Lace LTD reserves the right to adjust any part of these terms and conditions at any time, so please check that you are reading the latest up to date version. We may adapt or remove the website briefly or permanently and Silk & Lace LTD shall not be liable for this and you agree to use the website on these terms. If you do not agree to this we strongly advise that you stop using the website.
1.3 You agree that you are personally liable and responsible for your use on the website. If we suspect that you have been involved in any illegal activity we reserve the right to deny you access to the website and terminate any accounts you have with us.
1.4 You must not establish any association to our website which may perceive that you have a special collaboration with us where non-exist. You may also not advertise a link of our website apart from our home page.
1.5 We aim to verify the accuracy of any information we put on our website. We make no warranties (whether express or implied) in relation to the accuracy of the information. The products on the website is provided on a “as is” or “as available” basis without any representations made in relation to the website, or any transaction that may be conducted on or through the Platforms, including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from the course of dealing, usage or trade.
1.6 We make no warranty that the website will meet your requirements or that the site or server is free from bugs and viruses. Silk & Lace LTD will not be liable or responsible for any loss of your personal material that has been uploaded or transmitted through our platforms.
Silk & Lace Account, Security and Personal Information.
2.1 By placing an order with Silk & Lace LTD you understand that we may collect, store and use your personal information in line with our privacy and cookie policy. We fully respect the privacy of the individuals who use our website. If you would like to know how we use cookies and the way we collect and use your information please read our privacy and cookie policy which are incorporated and form part of these terms.
2.2 By registering for a Silk & Lace you agree to the following
-The personal information which you are required to provide when you create an account is true, accurate current and complete.
-if any of your information changes (for example your address) please let us know by updating it on the Silk & Lace account online or contacting the customer service team on customerservice@silk-lace.com
2.3 You agree not to imitate any other person or entity or use a false name or a name that you are not allowed to use.
2.4 You will be responsible for the confidentiality of your Silk & Lace account. Please notify us immediately if you see any unauthorised use of your account or personal information and any breach of security or suspicious activity. Please ensure that you sign out of your Silk & Lace account after every use. Silk & Lace LTD will not be liable for any loss or damage from failure to comply with this clause.
- Our Products
3.1 We have worked hard to ensure that all our product descriptions are correct. We have taken reasonable care and made every effort to display as accurately as possible the appearances, textures, colours and the finishes of the product. What you will see on your side will depend on your computer equipment, screens or monitor due to this we cannot guarantee that the product images are an accurate representation of the actual merchandise. Please refer to our returns policy if you are unhappy with your order.
3.2 All of the products for sale on our website are subject to availability. Products that are in your basket are not reserved and can be purchased by other customers. We will try our utmost best to withdraw products that have been sold out.
Product Price
4.1 Any promotional discount offered on the website, is non-transferrable and can only be made with a purchase on our website. There will be no cash alternative offered on any promotion. The promotion cannot be used in conjunction with any other coupon offer or promotional discount. It must also be used by the date published.
4.2 We try and ensure that all our product prices are accurate however errors may sometimes occur. If we discover an error in the price we will not be under any obligation to accept the order at the wrong price, we will also reserve the right to cancel an order that has been accepted or is in transit.
4.3 For international orders (any orders outside of the UK) You will be the importer. It is your responsibility that the product you have ordered complies with international and federal state regulations and that there are not any restrictions or requirements which may affect the receipt of your order. If any custom charges are due, you agree to be responsible for these.
- Product Restrictions
5.1 In some instances due to certain restriction (Such as age) we are prevented to deliver your product to you. Silk & Lace will not be liable for products that we are unable to deliver or sell to you as a result of such restrictions. Please refer to our product description to see if any restrictions apply. In such a case that some restrictions are enforced we will try our best to notify you as soon as possible.
5.2 Silk & Lace Ltd reserve the right not to sell or deliver any products to anyone who appears to be or is under the required age.
- Order process
6.1 Silk & Lace Ltd has taken due care to keep the details of your payment and order security but in the case of an oversight on our part Silk & Lace Ltd will not be liable for any loss you may suffer if any unauthorised parties access your information. For more information on how we use and protect your personal information please refer to our cookie policy.
6.2 The steps in which you place an order and the way in which you create a contract of sale between you and Silk & Lace as follows.
- You place an order through the Silk & Lace website and once you have put the products in the cart you press the Buy it now button. There will be a series of instructions to guide you through the process
- Once you have placed an order you will be sent an email of the products you have ordered including the product descriptions. Please note that this email is just a confirmation it does not constitute an acceptance of your order and a contract has not been formed between us at this point.
- As your order is dispatched by Silk & Lace Ltd we will email you a dispatch confirmation, it may also be done my SMS.
6.3 Your order is subject to English law. Once your order is completed the products in your order will then be owned by you and so the risk of loss and damage will pass over to you once we receive payment in full for the products.
6.4 Silk & Lace Ltd shall be entitled to dispatch products ordered as one order separately. This may mean that you will receive multiple packages that are part of one order. There may be some exceptional circumstances where we will only be able to supply part of an order.
6.5 Part or your whole order may not be accepted due to the following reasons
- The product you ordered was out of stock
- Your payment method was not authorised
- We have identified an error with the product description it may be due to but not limited to a pricing error.
- You do not meet the eligibility requirements as specified in these terms and conditions
- There is a system failure
- You did not pass our validation checks
- There are certain restrictions in relation to a product which prevent us from selling it to you.
- We have belief that you are generating orders for commercial gain and not personal use.
- We reserve have the right to cancel any orders even if we have accepted for any reason listed in clause 6.5 of these terms and conditions.
- Silk & Lace Employees
7.1 Silk & Lace employees who are entitled to a staff discount agree that they have read and understand the staff discount policy. Employees who have questions about this policy should contact Human Resources.
- Delivery
8.1 You must provide us with full and accurate delivery information. You must also ensure that not only the delivery information is correct, but the name of the recipient the order is going to. Silk & Lace Ltd will not be liable for any orders that have issues due to incomplete or inaccurate information. Parcels may need a signature on delivery.
8.2 If you choose to use any of our delivery partners specialised services (such as leave in a safe place or deliver to neighbour) Silk & Lace will not be liable for any items which are delayed, lost or damaged.
8.3 We will try our best to ensure that your order is delivered within the predicted timescales. However, delays do occur at times due to unforeseeable circumstances which are out of our control. For example, there may be higher demand than anticipated, Transport delays or import delays. We will take no liability for any delay for your order not being delivered on time. Please take into consideration that during a sale or other busy periods your order may take longer to reach you.
8.3 Silk & Lace offer international delivery. You can select international delivery at the end of the checkout process by entering a delivery address that is out of the UK. You will be notified of the international delivery charges that will apply to your order. These will be automatically added at the checkout and the amount will automatically be added to your order. International delivery charges will depend on the final destination of the order. Please see our Delivery & Dispatch section for more information.
- Cancellations
You have a statutory right to cancel your order from 14 days in which you receive it. For multiple deliveries from the same order the 14 days will start from the date you receive the final product from your order. To be eligible for a refund we must receive the order back within 14 days of you receiving it. If you would like more information on our returns please refer to our returns policy.
If you wish to cancel your order before it has been dispatched you will need to let our customer service team know at Customerservice@silk-lace.com. Once we receive this information you shall be reimbursed within 14 working day however this is subject to that the order has not been dispatched.
- Returns Policy
10.1 We hope that you are delighted with your purchase; however, if you wish to return your order for a refund or an exchange, please note we will accept returns sent back within 14 days of receipt of your order.
10.2 Please ensure the item(s) are returned in the way that they have been sent out to you. All labels and tags must be still attached, with no makeup stains, marks, pulls, or rips on the garments. Please ensure that briefs are tried on over your own lingerie.
10.3 We reserve the right to refuse a refund or exchange if the items are not sent back to us in the original condition. In such a case, we will organise to reship the goods back to the original shipping address.
10.4 How to return an Item
Process for returning goods in the UK and the EU by post
We will pay the cost for any order that has been delivered in the UK
A.Please fill in the returns slip that is included with your order with the details of your return and whether you would like to exchange your item or would like a refund. Please remember to fill out the reason for returning your order
- Please ensure to obtain a “proof of postage” as all goods will remain the responsibility of the customer until they reach Silk & Lace LTD
- If You are returning a product from the EU please ensure you add a copy of the returns form and the delivery note inside the parcel.
- Refunds Policy
Refunds on UK and EU orders.
11.1 Refunds will be processed within 14 days of receipt of your order to allow for inspection. Refunds will be paid into the original payment method. (Credit card, Gift Voucher or PayPal Account).
11.2 if you paid for the item using a credit or debit card the refund will be issued to the same card that you used to purchase the product.
11.3 If you paid for your order by Paypal the refund will be processed once we receive your order.
11.4 If you paid for the item using a gift or an e-voucher you will receive a refund in the form of an e-voucher.
11.5 If you paid for the item using a debit or credit card and a gift or E-voucher then you will be refunded to the same payment methods and the same amount will be refunded to those accounts. For example, you paid £200 on a credit card and £50 on a gift voucher you will be refunded £200 to the same debit card you paid with and be given a £50 E-voucher.
11.6 Refunds on a non-EU order.
If you purchased a product online and had it delivered to a non-EU country, if you return the product within 28 days of receiving your order we will refund you the price of the product on the condition that they have been returned in a saleable condition. Please note for Returns from non-EU country’s we will not refund delivery charges and any custom duties that have been paid for your product.
11.7 Promotional discount and refunds.
- If a promotional discount was applied to your product you will only be refunded what you initially paid for the product.
- If you received a free promotional gift with your order you must also return the free promotional gift as this is related to the products in your order.
- -All promotional items that have been advertised on the Silk & Lace website are subject to availability.
- Repeated Returns
12.1 We monitor the amount of returns that are made by each customer. If repeated returns are made your account may be flagged and could lead to the closure of your Silk & Lace account at our discretion.
12.2 As a customer in the UK you have certain rights relating to goods that have been received faults or not as described. If you would like more information on these rights please contact trading standard, the citizens advice bureau. Nothing in these terms and conditions will affect these legal rights and we will try our best to perform out obligations in these terms and conditions with reasonable care and skill.
12.3 All products are delivered of satisfactory quality. If you have found that your products are not of satisfactory you can do the following
-Contact us within 28 days for a full refund or an exchange
12.4 We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Terms and Conditions for any direct, special, incidental, indirect or consequential damages including loss of profit, loss of opportunity or any losses related to any business including (without limitation) lost data, earnings or business interruption that result from the use of, or the inability to use, the material or Content on the Platforms, a Product, or the conduct of other Users of the Platforms, even if Selfridges has been advised of the possibility of such damages.
12.5 Nothing in these terms and conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our agents or employees.
13 General
13.1 These terms and conditions may change at any time. If a clause in these terms and conditions has been deemed unlawful or void, then that clause shall be removed from the terms and conditions. However, it will not affect the enforceability of the remainder of these terms and conditions which will continue in full effect.
13.2 The Silk & Lace website may only be used for lawful purposes in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the platform including any transactions made.
13.3. The provisions of the Contracts (Rights of Third Parties) Act 1999 are expressly excluded from these Terms Conditions such that no third party may claim any rights under these Terms and Conditions.
13.4. Dispute Resolution (EU resident customers only). The European Online Dispute Resolution platform www.ec.europa.eu/consumers/odr/ provides information about alternative dispute resolution which may be of interest if there is a dispute we cannot resolve between us. For more information please contact Customer Service.
- Comments and complaints procedure.
14.1 If you have any comments or complaints please contact our customer service team at customer.service@silk-lace.com.
