FAQs

To help you find an answer to your question, we've listed our frequently asked questions in the following sections. If you require further assistance, please email: customercare@silkraft.com or call 0800 612 0918 and our team will help you.

FREQUENTLY ASKED QUESTIONS

Is it safe to shop online?

We use state-of-the-art security systems to encrypt your payment details, making it impossible for them to be read over the Internet. Our website security is detailed in our Privacy Statement.

Do I need to create an online account to place an order?

Yes, you will need to set up an account using a valid email address to place an order.

How does the shopping bag work?

When you have decided to buy an item, the first step is to add the item to your shopping bag by clicking 'Add to shopping bag'. To view the contents of your bag simply click on the 'Shopping bag' at any time. You can remove items from your shopping bag before confirming your order - click on 'Remove item'. When you are happy with the contents of your shopping bag, click on 'Proceed to Checkout' to go to the secure payment area.

Can I make changes to my order?

We start to process your order straight away and as a result we cannot cancel or change your order after it has been placed. If you do change your mind you may return any items to us for a full refund. For further details please see our Terms and Conditions. This is addition to your rights under the Distance Selling Regulations.

How long will it take to receive my order?

Full details of our various delivery services are on the our Delivery & Returns page.

The item I want is showing as no longer in stock. Will you be getting any more?

Please email the product details to customercare@silkraft.com or call 0800 612 0918 and our team will help you.

Can I cancel my order?

We are not able to accept cancellations. However, you are able to return items using our return process for a full refund. For further details please see our Term and Conditions. This is addition to your rights under the Distance Selling Regulations.

How do I change my account details?

 Log in to your account using your username and password to update your details for any future orders if you have any problem please email us to customercare@silkraft.com or call 0800 612 0918 and our team will help you.

I've forgotten my password. How do I find out what it is?

Click here and we email you a link where you can choose a new password.

What email communication should I expect to receive once I have placed an order?

To help you keep track of your order, we will send a dispatch email to let you know your parcel is on its way.

I've placed an order but not received a confirmation email. Does this mean my order hasn't gone through?

If it has been longer than 3 hours since you placed your order please email customercare@silkraft.com or all call 0800 612 0918

I've received the wrong item in my order. What should I do?

Please email customercare@silkraft.com or call 0800 612 0918.

All incorrect items should be return to address:

Silkraft
Doddle – VFP 87 476
17 The Broadway
Wimbledon
London
SW19 1PR

We will provide a full refund please see our returns services.

What should I do if an item I've received is faulty?

Please let us know  about faulty items by email customercare@silkraft.com or call 0800 612 0918.

We try to assist and help you also please use our returns services,

I am placing an International order, what currencies do you accept?

Our website is priced in £ sterling, in Euros for orders being dispatched to Ireland and US Dollars for orders being dispatched to the US. If you use a different currency your credit card provider will automatically convert the charge to your currency. 

If I'm ordering from outside the UK can I claim my VAT back?

All retail prices are inclusive of all relevant local taxes.

Do you handle corporate orders?

To discuss placing a corporate order, please email customercare@silkraft.com or call 0800 612 0918.

Can I place an order over the phone?

Please call our Customer Care team on 0800 612 0918 to place an order over the telephone.

How do I use a promotional code?

Enter your code when prompted at the checkout stage and the total cost of your order will automatically be updated. Please note delivery charges are excluded from promotions.

What do I do if I'm having problems using a promotional code?

If the code is still valid and the expiry date has not passed please email the details to customercare@silkraft.com or call 0800 612 0918 to request a replacement or additional Freepost returns label. 

Does Sikraft offer a gift wrapping service?

Yes, your purchase will arrive beautifully gift wrapped. We will use our stylish Sikraft gift box with a golden ribbon fastening, all ready to be delivered straight to the lucky recipient. Please note our gift-wrapping service is only available for deliveries in the UK and Ireland.

How much is the gift-wrapping service?

Our gift box service costs £5.00.

Where can I find the garment details and washing instructions for products online?

This information is available on the page – products care of the website under the 'Product Care' tab.


ORDER PAYMENT

How can I pay for my order?

We accept MasterCard, Visa, UK Maestro debit card, Solo debit card, American Express and JCB. We also accept PayPal.

Am I charged for items as soon as I order them?

We charge your payment card at the time an order is dispatched for delivery.

What is a credit card security number?

The security number is normally the last 3 digits on the signature strip on the back of your card. On American Express cards the security number is the 4 digits printed on the front of the card.


DELIVERY

What delivery options do you offer?

We offer a range of delivery services to suit your needs. Full details of the services are on the Delivery & Returns page.

Do you offer a next day delivery service?

We offer a standard delivery service. If you order before 6pm, we promise to deliver your order the next working day. Excludes weekends and available to UK mainland postcodes only, all other UK postcodes take up to 2 working days. Full details of the service are on the Delivery & Returns page

Do I pay a delivery cost for each item?

There is only one delivery charge per order.

Can I nominate a day or time for my delivery?

Other than the UK Saturday and UK Sunday delivery service it is not possible to specify a delivery day for your order.

Can I nominate a day or time for my delivery?

For UK orders, Doddle will try to deliver the parcel 3 times. If on the 3-rd attempt Doddle unable to delivery, then parcel will returned the Doddle store and you will be collect your parcel from your local Doddle store or you can change the delivery day or request delivery to safe place or neighbor everything will be Notified By Info@Doddle.Com.

Do you deliver overseas?

We currently deliver to the UK, Ireland, USA, Europe, the UAE, Canada and Switzerland.


RETURNS

How do I return an item I've ordered online?

We offer a range of returns services. Full details of the services are on the Delivery & Returns page.

What is your returns policy?

If you change your mind about anything you buy online simply return the items in condition as you received our items  unused within 14 days of receipt for a full refund. For further details please see our Delivery & Returns page

Once I've returned an item, when do I get my refund?

We will email confirmation your refund has been processed. Returned orders from within the UK can take up to 10 days to be received and processed. For items being returned from outside the UK we will process the refund within 5 days of receiving the items.

How do I get a replacement UK Freepost returns label?

Email customercare@silkraft.com or call 0800 612 0918 to request a replacement or additional Freepost returns label.

Do I need to return my order in the original packaging?

Not as long as your parcel is secure and you have the appropriate documentation to accompany your return, you will not need to return your items in the original packaging.

I no longer have my returns form, can I get a replacement?

If you have misplaced your returns form, you can include a copy of your dispatch note or, alternatively, please email customercare@silkraft.com or call 0800 612 0918.

Am I able to exchange an item I have ordered for another color?

We are not able to offer an exchange to an online order, however all returns are free, so any unsuitable items can be returned for a refund and a new order placed.

Do I have to pay the postage charge for returning my items?

There are various returns services available. Full details of the services are on the Delivery & Returns page

I've received my refund notification email but can't see the funds in my bank account, how long will this take?

Depending on your bank, funds can take up to 3 working days to show in your account after receiving your email notification.