This is a privacy policy for SLS. Our home page on the Web is located at www.silklaceorsatin.com.

To see our full privacy policy, click here. However, it was written by our lawyers and is a little hard going in places so a summary of the key points is given below.

About Us

silklaceorsatin.com is committed to protecting your privacy and security. We will ensure that any information we obtain and use will always be held, used and transferred in compliance with all applicable data protection rules.

We will not pass on your details to anyone else without asking you first.

We do collate statistics about site traffic, sales and other commercial information which we pass on to trusted third parties to assist us in improving the service we provide to you. However, none of this information will identify individuals.

You may opt out of the various uses of your personal information at any time, even if you have previously given your consent for us to use them.

Cookies

silklaceorsatin.com uses cookies as part of the mechanism to hold the contents of the shopping basket during each visit that you make to the site, and as such we require both permanent and session cookies to be enabled.

There is no requirement to have 3rd party cookies enabled for our site to work, however we occasionally carry out market research, which a third party assists with, during which they may issue a cookie from our site. If 3rd party cookies are not accepted it does not affect the functionality of our site.

Security checks

As part of our policy to protect against the fraudulent use of credit cards, we carry out random security checks on orders. These can take various forms, and may involve contacting you by telephone before your order is processed.

From time to time it may be necessary for us to ask you to provide a copy of a recent statement header for the card being used on your order. Please note that we are only interested in confirming information already provided on your order, i.e. the billing name and address and card issuer details, and do not need to see actual transactions, which can be covered up. In case you have any concerns regarding security, we can assure you that all information is shredded as soon as we have confirmed the details required.

We hope you appreciate that these measures are a necessary precaution, undertaken in the interests of fraud prevention.

Accounts and passwords

Your account contains your delivery and billing details, email preferences and a record of your orders. You will need your email address and password to see or edit your personal details. Please note that we do not store your credit card details online.

Opting in / out

SLS offers visitors opportunities to receive ad hoc emails, vouchers, regular emails and catalogues. Some of these are opt-in, others are opt-out. Each opportunity will explicitly state whether it is opt-in or opt-out.

If you would like further details of the lists you are signed up to, would like to change your preferences or simply want further information, please email Customer Services.

We invite you to contact us if you have questions about this policy. You may contact us by mail at the following address:

Returns Policy

We offer a 100% guarantee that if you're in any way dissatisfied with the goods you have ordered (including Sale items), we will exchange them or give you a full refund for the items*, provided that you return them to us in their original condition and packaging, unworn and unwashed, with all labels intact.

*Delivery charges will not be refunded in the case of a return. However, should you request replacements for returned items, you will not be charged again for delivery. All replacement items are shipped via standard delivery.

Please ensure that briefs/thongs/swimwear etc. are tried on over your own underwear. We reserve the right to refuse returns of items where it is apparent that this has not been done.

Gift cards are non-returnable and cannot be exchanged for cash.

Returns period

Our normal returns period is 15 days from when you receive the goods, and any returned items must be received by us within this time.

(Please note that these dates are those by which any returns must be received back in our warehouse, so please allow sufficient time for your goods to reach us)

We enclose a returns address label with your order. Send your return via the courier company, and please keep the receipt so that we can complete your request in the event of items being lost in transit. You should keep this receipt until you have received your refund or replacement.

In all cases, your proof of postage should show the silklaceorsatin.com address to which you have returned the goods, together with the post office's printed/stamped confirmation of the date of posting.

We will let you know as soon as we receive the goods, and will then endeavour to process your request for either a refund or replacement as quickly as possible. Please allow up to seven days from receipt of your return for this to be done.

Refunds

If you have requested a refund, or replacements of a lower value than the returned goods, any refund due will be credited back to the card used to pay for the original order. We will let you know as soon as the refund has been processed. Please note that we are unable to offer credit notes.

Replacements

If you have requested replacements of a higher value, any difference due will be charged to the card used to pay for the original order.

Return of Faulty Goods

If you believe the goods we have supplied to you are faulty, you should return the item to us together with a note, explaining what you believe is the problem and stating the original order number. When we receive the item, we will investigate the fault and contact you to agree the most appropriate resolution.

Please quote your order number on the top left hand side of the package, to assist us in identification on return to silklaceorsatin.com.

"I've received some silklaceorsatin.com items as a gift from someone else. Can I return them?"

Of course you can return them as normal - please refer to the return guidelines above and on the paperwork that came with the goods.

However please be aware that, as part of the returns process, the purchaser will automatically be notified by email of any returns, refunds or replacements. Unfortunately, we cannot prevent this as it is an automated part of our returns system.

If you request replacement items of a higher value, we would need to obtain the purchaser's permission before making an additional charge to their card. Alternatively, any difference can be paid using your own card - should you wish to do this, please include clear payment instructions with the returned items, together with contact details in case of any query.

If you request a refund, please note that this can only be issued to the card which was used to pay for the goods. We are unable to offer credit notes.

Delivery time and cost

All products will be shipped as soon as possible, subject to payment card authorisation and stock availability.

Orders are sent in plain packaging. However, please note that for delivery purposes, our return name & address will be shown in one corner of the address label (in small font, without the 'Silk, Lace or Satin' logo).

You will only be charged once per order for delivery and gift boxing (if applicable) however many separate shipments we make to you.