Terms & Conditions and Returns

You will find below our general terms and conditions of sale on which we supply products to you ("General Terms and Conditions of Sale") which apply to any order you place through www.holisticsilk.com; www.holisticsilk.co.uk; www.holisticsilk.ru (the "Website"), over the phone or by email. Please read these General Terms and Conditions of Sale carefully. By placing an order through the Website, over the phone or by email, you confirm that you have read, understood and agree to these General Terms and Conditions of Sale.

If you are a trade customer please see our trade terms and conditions.

INFORMATION ABOUT HOLISTIC SILK

This website is owned and operated by Holistic Silk Limited a company registered in England and Wales (company registration number 5468160) whose registered office is at Unit 22, Callywith Gate Industrial Estate, Launceston Road, Bodmin, PL31 2RQ.

Our registered VAT number is 805 501268. Unless we say otherwise, we use the terms "HS", "Holistic Silk", "we" and "us" on this website to refer to Holistic Silk Limited throughout the website terms and conditions, which include the Website Terms of Use, Privacy & Cookie Policy and our General Terms and Conditions of Sale (“Website Terms”).

If you want to ask us anything (whether about our products, this website, any of our terms and conditions or otherwise), then please contact us.

OPENING AN ACCOUNT AND PLACING AN ORDER

To place an order, you can open an account with us which will require you to provide some compulsory personal information. Alternatively, you can choose to place your order via the guest checkout.

How we will use your personal information: We will use the personal information you provide to us:

to supply the products to you;
to process your payment for the products; and
if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.

We will only give your personal information to third parties where the law requires or allows us to do so.

We do not and will not knowingly collect information from any unsupervised person under the age of 18. If you are under the age of 18, you must not use this Website or submit any personal data to us unless you have the consent of, and are supervised by, a parent or guardian.

You confirm that all information and details provided by you to us (including on registration) are true, accurate and up to date in all respects and at all times. You can update or correct your details at any time by going to Your Account.

When you create an account we may provide you with and/or ask you to use passwords or other means to allow you to access certain areas of the Website and/or to maintain your account security. It is your responsibility to maintain the confidentiality of your password and account information. HS shall not be liable to any person for any loss or damage which may arise as a result of any failure by you to protect your password or account. Should you become aware of or suspect any unauthorised use of your password or account, please contact us.

When you order through the Website via our guest checkout you will still need to provide us with certain compulsory personal information in order for us to process your order. We will not store the details that you provide via guest checkout (save for processing your order, or if you have opted in to receive marketing from us). However, you can choose to register an account with us after submitting your order. Please see our Privacy Policy to see how your personal information will be used and stored.

Your account may be cancelled at any time by contacting us at Holistic Silk Limited, Corentin, Tintagel Road, Boscastle, Cornwall, PL35 0AR or [email protected]

ACCEPTANCE OF YOUR ORDER

Please note that completion of the online checkout process or taking your order over the phone or by email, does not constitute our acceptance of your offer to purchase products from us. Our acceptance of your order will take place only when we despatch the product(s) that you ordered from us. Prior to despatch of the product(s), HS has the right to decline an order for any reason, including legal and regulatory reasons.

We will notify you by email as soon as possible to acknowledge that we have received and are processing your order.

If we cannot supply you with the product(s) you ordered, we will not process your order, inform you of this in writing (including email) and, if you have already paid for the product, refund you in full as soon as reasonably possible.

If the fulfilment of an order (or any aspect of it) would be illegal or unlawful, including by reason of breach of export controls or sanctions rules, HS has the right to stop or cease to fulfil the order at any time, including after despatch of products and/or notification to you that the order has been received and is being processed. You acknowledge that HS shall incur no liability in such circumstances.

PRODUCT DESCRIPTIONS

We have taken reasonable precautions to try to ensure that prices quoted on the Website are correct and that all products have been fairly described. However, when ordering products through the Website, please note that:

it is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any products provided to you.
all prices are displayed in pounds Sterling inclusive of UK VAT where applicable.
the images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images;
although we have made every effort to be as accurate as possible, because our products are handmade, all sizes, weights, capacitites, dimensions and measurements indicated on our website are approximate only;
packaging may vary from that shown on the Website;
all items are subject to availability. We will inform you as soon as possible if the product(s) you have ordered are not available.

PRICE AND PAYMENT

During the checkout process, you will be asked to enter your payment details. Payment can be made by any of the methods specified in the payment section of the Website. The payment service provider is Sage. By completing your payment details you confirm that the credit or debit card being used is yours. All fields indicated as compulsory must be completed. Please note that we may collect and store your information, using an encrypted secure payment mechanism and will only use your information in accordance with our Privacy and Cookie Policy.

All card payments are subject to authorisation by your card issuer. We take payment immediately for most products.

All products ordered will remain the property of HS until we have delivered the products to the address specified by you. If your payment is not received and you have already received the products you ordered from us, you must pay for or return those products to us in accordance with our reasonable return instructions and in the same condition that you received them at your own expense. If you do not do this within 30 days of the date on which we cancel your order, we may collect or arrange for collection of the products at your expense. We reserve the right to charge you for any and all damage to or other adverse interference with any products that are the subject of an unpaid order.

CHANGES TO YOUR ORDER

If you wish to make a change to the product you have ordered please contact. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

DELIVERY

Delivery charges and timescales vary depending on the type of products ordered, the service you select and the delivery address. You’ll find full details of our delivery charges here.

Delivery will be to the UK or international address specified in your order. If no one is available at a residential or other address at the time of delivery and the products cannot be posted through your letterbox, a note will be left to advise whether your order has been left in a safe place e.g. with a neighbour, or returned to depot or how to rearrange delivery or collection.

Orders may be delivered in one or more delivery.

All risk in the products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address specified in your order.

We shall be under no liability for any delay or failure to deliver products if the delay or failure is wholly or partly caused by circumstances beyond our control.

DELAYS

Where the supply of your product(s) is delayed or prevented for reasons beyond our control (for example, material shortages, import delays or higher than anticipated demand) we will make every effort to keep you informed. We shall be under no liability for any delay or failure to deliver products if the delay or failure is wholly or partly caused by circumstances beyond our control.

ASSIGNMENT, WAIVER AND THIRD PARTY RIGHTS

We may update or amend these General Terms and Conditions of Sale from time to time to comply with law or to meet our changing business requirements without notice to you. Any updates or amendments will be posted on the Website.

You may not assign or sub-contract any of your rights or obligations under these General Terms and Conditions of Sale to any third party unless we agree in writing.

We may assign, transfer or sub-contract any of our rights or obligations under these General Terms and Conditions of Sale to any third party at our discretion.

No relaxation or delay by us in exercising any right or remedy under these General Terms and Conditions of Sale shall operate as waiver of that right or remedy or shall affect our ability to subsequently exercise that right or remedy. Any waiver must be agreed by us in writing.

If any of these General Terms and Conditions of Sale are found to be illegal, invalid or unenforceable by any court of competent jurisdiction, the rest of these General Terms and Conditions of Sale shall remain in full force and effect.

Only you and we shall be entitled to enforce these General Terms and Conditions of Sale.

These General Terms and Conditions of Sale are governed by the laws of England and Wales and any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

INTERNATIONAL DELIVERY

Due to customs, legal, regulatory and certain practical restrictions applicable to orders placed for international delivery, some of our products may not be available for delivery to certain destinations outside the UK. HS reserves the right to define what can and cannot be delivered to which destination.

Payment must be made in Pounds Sterling. International credit card providers or banks will determine the exchange rate and may add an additional processing or administration charge in relation to such payment which international credit card holders will be liable to pay.

HS products are sold on a delivery duty unpaid basis. The recipient may have to pay import duty or a formal customs entry fee prior to or on delivery. Additional taxes, fees or levies may apply according to local legislation and customers are required to check these details before placing an order for international delivery.

Where applicable, it will be your sole responsibility to comply with any export controls or sanctions rules applicable to goods supplied to you.

ENHANCED DELIVERY COSTS

Where the consumer selected an enhanced delivery method, the trader may retain the amount by which the enhanced delivery cost exceeds standard delivery costs.

DAMAGED OR INCORRECTLY SUPPLIED PRODUCTS

You should check all products you receive against your order. If the products you receive are damaged or incorrectly supplied on delivery then you must note the details of any damage or error in supply on the delivery documentation or if you are unable to view the items on receipt, you must inform us (by post, phone or email only) within a reasonable period of time. You must return the products to us as soon as possible after informing us that the products are damaged or have been incorrectly supplied.

If you choose to return any products to us, we will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service. If returned products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.

In the case of damaged or incorrectly supplied goods, we may offer you a replacement product or a refund. Any refunds given by us will be made using the original payment method and will be subject to our right to withhold amounts for products which are damaged on return.

Where we deliver products to a third party in accordance with your order, you will only be able to exercise this cancellation right if you can return the goods to us.

Please return all items to: Holistic Silk Limited, Corentin, Tintagel Road, Boscastle, Cornwall PL35 0AR.

RETURNS POLICY

In addition to your legal rights we also allow you to return non-sale products if you simply change your mind (save for bespoke/made to order monogrammed products and for hygiene reasons, Pure Silk Face Coverings). You will need to return the unused products in their original packaging with a returns form to us within 21 days of purchase. We cannot accept responsibility for items lost in transit so we advise sending the products by recorded delivery.

If returned products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.

Only products purchased from HS are returnable to HS. If purchased elsewhere please contact the original place of purchase.

Please return all items to: Holistic Silk Limited, Corentin, Tintagel Road, Boscastle, Cornwall PL35 0AR.

WHEN WE WILL PAY THE COSTS OF RETURNS

We will pay the costs of returns if the products are faulty. In all other circumstances (including when you are a consumer exercising your right to change your mind) you must pay the cost of return.

WHEN YOUR REFUND WILL BE MADE

We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.

GIFT VOUCHER TERMS OF SALE & USE

Holistic Silk Gift Vouchers are only valid for use on our website www.holisticsilk.com

All Holistic Silk Gift Vouchers are valid for 12 months from the date of purchase.

To redeem a Gift Vouchers exact value or less please call us on 01840 250 425 to place your order. A new voucher will be issued for any remaining balance.

Gift Vouchers can be redeemed in conjunction with any special offers, discounts or promotions valid at the point of redeeming.

Holistic Silk Gift Vouchers can only be sent to the email address used at the point of purchase.

Holistic Silk Gift Vouchers are non-refundable and non-returnable except in accordance with your statutory rights.

Holistic Silk Gift Vouchers cannot be exchanged for cash.

We cannot accept responsibility for any lost or stolen Holistic Silk Gift Vouchers.

Items purchased using a Gift Voucher remain eligible for return/exchange as per our returns policy. Any refunds will be made in the form of Gift Vouchers only.

LEGAL COMPLIANCE

You agree that you will not use, sell or supply any product(s) purchased from HS in an unlawful manner and, in particular, will comply with all export controls and sanctions rules.

LIABILITY

There are certain liabilities which we cannot exclude by law and nothing in these General Terms and Conditions limits our liability for personal injury or death caused by our negligence or for fraud; and for defective products under the Consumer Protection Act 1987.

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

You must follow any advice we give you to keep products we supply to you safe (including any instructions or product manuals provided with the products). Please note that we recommend dry cleaning for most of our products. We cannot accept liability for damage to products we have supplied which is caused by your failure to follow this advice. Examples of matters that HS will not accept liability for include any items affected by washing, general wear and tear, traces of makeup, moisturisers, lotions or biofluids.

VIEW OUR WEBSITE TERMS OF USE

You can view the legal terms and conditions that apply when you access, browse and use holisticsilk.com here.

PRIVACY AND COOKIE POLICY

Our Privacy and Cookie Policy explains what personal information we collect about you when you use the Website, and you can view our Privacy and Cookie Policy here. Please note that when you agree to these Website Terms you shall be deemed also to have read, understood and agreed to our Privacy and Cookie Policy in its entirety.

HOW TO CONTACT US

If you have any questions or queries regarding our returns policy or any other issue about our products please do not hesitate to contact us by:

email [email protected] or by phone +44(0)1840250425

TERMS & CONDITIONS FOR SOCIAL MEDIA/WEBSITE COMPETITIONS

Please click here to read the full terms & conditions for our social media/website competitions.

TAKE BACK SCHEME

We are pleased to recycle any Holistic Silk item when it reaches the end of its life. For full details please click here.