Billing Terms & Conditions

OVERVIEW

Silk & Stitch is committed to providing secure, transparent payment processing for all transactions. This document outlines our payment methods, pricing, security protocols, and billing procedures. All customers must review these terms before purchase.

SECTION 1 - PAYMENT METHODS & SECURITY

Accepted Payment Methods

We accept: Visa, Mastercard, Apple Pay, and Google Pay for UK customers.

All transactions are processed through a PCI-DSS certified payment gateway with SSL encryption. Your complete card details are never stored on our servers. Your Card Verification Value (CVV) is never retained.

Payment Information We Collect

Full name, billing address, card number, expiration date, email address, delivery address, and phone number.

Information We Retain

Last four digits of your card (for account reference), billing/delivery addresses, email, transaction reference, and date/time of purchase. Transaction records are retained for 7 years per UK tax law (HMRC). Full card details are deleted immediately after transaction completion.

For complete privacy details, see our Privacy Policy.

SECTION 2 - PRICING & PAYMENT

Currency & Pricing

All prices are in British Pounds Sterling (GBP £). All prices include VAT at 20%. No hidden charges are added at checkout.

Payment Authorization

Payment is authorized and charged immediately when you submit your order through an encrypted payment gateway. You'll receive an order confirmation email containing your order number, items, total charged, and delivery address.

Failed Payments

If your payment is declined, your card will not be charged. Common reasons: incorrect details, insufficient funds, card expired, or flagged as suspicious. Verify your details and try again or use an alternative payment method.

Duplicate Charges

If charged twice due to technical error, contact support@silkstitch.co immediately. We'll investigate within 24 hours and refund the duplicate charge within 5 business days.

SECTION 3 - REFUNDS & RETURNS

Return Eligibility

Personal Returns (14 days): Return unworn items with tags within 14 days of delivery. You pay return shipping (£3-£8). We refund within 3-5 business days of receiving your return.

Faulty/Damaged Items (6 months): Return damaged or defective items within 6 months for full refund or replacement. We cover return shipping. Email support@silkstitch.co with photos for approval.

Non-Returnable: Items showing wear, washed items, or items with removed tags cannot be returned (unless defective).

Refund Timeline

Refunds process within 3-5 business days of receiving your return at our warehouse. Your bank takes an additional 3-5 business days to post the credit. Total: approximately 6-10 business days.

Bank Processing

Your bank's 3-5 day delay is beyond our control. Some banks show refunds as "pending" for 1-2 days before final settlement.

For complete return details, see our full Refund & Returns Policy.

SECTION 4 - PAYMENT DISPUTES & CHARGEBACKS

If You Have a Problem

Contact us first: support@silkstitch.co | +447446427845 | Monday-Saturday, 9:00 AM-6:00 PM (GMT)

We're committed to resolving payment issues promptly.

Your Chargeback Rights

You have the legal right to dispute any transaction with your bank, including requesting a chargeback. We will not discourage, prevent, or penalize you for exercising these rights. We will cooperate fully with any chargeback investigation and provide all documentation within 10 business days.

SECTION 5 - POLICY UPDATES & LEGAL

Changes to These Terms

We reserve the right to update these terms anytime. Changes won't apply to past transactions. Material changes will be communicated 30 days in advance via email. Continued use of our store means you accept the updated terms.

Your Consumer Rights

These terms are governed by the laws of England and Wales and are protected under:

  • Consumer Rights Act 2015
  • Consumer Contracts Regulations 2013
  • Payment Services Regulations 2017
  • UK Data Protection Act 2018 & UK GDPR

Nothing in these terms limits your statutory consumer rights. You retain all legal protections.

SECTION 6 - CONTACT US

SILK & STITCH LTD: Company number 16768750

  • Email: support@silkstitch.co
  • Phone: +447446427845
  • Address: 85 Great Portland Street, London, W1W 7LT United Kingdom
  • Working Hours: Monday–Saturday, 9:00 AM – 6:00 PM (GMT)

We reply to emails within 12 hours during business hours.