Customer Service

Contacting Silk Wedding Designs
FAQ - Frequently Asked Questions
Ordering
Payment, Pricing & Promotions
Delivery
Cancellations, Returns & Replacements
Illustrations
Contract
Limitation of Liability
Hours of Business
Privacy & Terms of Use
Terms & Conditions

Contacting Silk Wedding Designs: Please find our contact details here.
FAQ - Frequently Asked Questions: Please refer to our FAQ page.
Ordering: Step by step instructions explaining how to place an order can be found on our order guide page.
Payment, Pricing & Promotions: All prices advertised on our website are displayed in Sterling and exclude delivery charges. No goods will be dispatched until full payment has been received and cleared by our bank. We are able to take payment via credit or debit card, UK cheques (subject to clearance), UK postal orders, Sterling Bankers Draft and Bank Transfer (BACS). All our credit and debit card transaction are processed by Protx. For you security and convenience we are also able to process your card payments over the telephone on 0845 658 9011 (+ 44 1942 909861).
Delivery: Wedding Flowers: Our wedding flowers and artificial arrangements are handmade to order and will be dispatched within 56 days of your order being placed and receipt of cleared funds, unless otherwise agreed in writing. If you require your order on a specific date or sooner than this then please append your 'required date' to the 'comments section' on your order form or contact us within 24 hours of placing your order and we will try to accommodate your requirements. We will then agree to deliver your order by your 'required by' date. If we are unable to meet your 'required by' date then we reserve the right to cancel your order within 48 hours and refund any monies via your original payment method. Most of our wedding flower orders require a signature on delivery. You can select your preferred choice of delivery method during the checkout process and we will send your order by the delivery method that you choose and this will be shown on your order confirmation. Our orders are hand packaged to ensure your flowers arrive in pristine condition. If your order arrives in an unsatisfactory condition then you must specify ‘damaged’ when signing for your goods or inform us immediately in writing, or on inspection (at least within 48 hours of delivery). If there are any discrepancies with your order then we must be informed in writing within 48 hours of delivery or inspection. No claims for damages or discrepancies will be investigated or considered without this. If the package does not appear to be in good condition then please refuse the delivery. If you are unable to check the contents of your delivery at the point of delivery then please sign for the parcel as 'Unchecked'. Failure to do so may affect any claims that you make thereafter. All damaged wedding flowers will be replaced free of charge on return of the damaged item after inspection by an independent authority. Sundries and Non-Flower Orders: All orders, excluding orders containing wedding flowers or flowers that have a handmade component (see above) will be dispatched within 28 days of the date the order is placed. If you require your order within this time period then please append your 'required by' date to the 'comments section' on your order form and we will try to accommodate your requirements. We are a UK based company and all domestic deliveries are made by Royal Mail 1st class with a delivery estimate of 3 - 5 days from dispatch. International orders (for delivery outside the UK) are sent via International Airmail and can take at least 14 working days (excluding weekends and public holidays) for delivery from the date of dispatch. Customs inspection and custom duties may also be payable on international orders and these may further delay delivery dates. We cannot be held responsible for customs delays and all custom duties are payable by the buyer.

If your order is not delivered within a reasonable time then we will raise an enquiry with our delivery company. Most of our deliveries are made by Royal Mail who do not class items as lost or missing until 15 working days from the date of posting. We cannot raise a claim until this period has elapsed. All of our packages are sent insured, however we will not be able to effect a refund until our delivery agent has investigated the case and admitted liability. Once we have received this information, we will be able to dispatch replacement goods or alternatively process a refund via your original payment method. All refunds will be processed in accordance with DSR regulations and will be processed within 30 days of the date that you cancel your order. Royal Mail customer services can be contacted on 0845 774 0740 and they will be able to assist you to trace your delivery by quoting your full postal address and the dispatch date confirmed in your dispatch email. Alternatively please contact us and we will make enquiries on your behalf.
Cancellations, Returns & Replacements: Cancellations: We are unable to cancel any orders for wedding flowers once work has commenced because we may have already incurred costs pertaining to your order. This will include (but is not limited to) preparatory work, sourcing the materials and timed work incurred preparing and constructing the designs. We do not hold any stock and all flowers are handmade to order. Returns: Consumers (UK and European Union) - You have a right to return your order for any goods under the DSR, excluding all handmade orders, wedding flowers, bespoke and custom orders, purchased for a refund within seven days after receipt. However you must take reasonable care of the goods. You will also be responsible for returning the items to us and also the return delivery costs. To cancel your order you must advise us in writing (letter, fax or email) within seven working days from the day after receipt. All goods are sent back at your own risk and we would strongly advise that you obtain proof of posting and use recorded / special delivery including the relevant insurance to cover the cost of your return because the goods are not our responsibility until we sign for them. These rights do not apply to businesses or any goods supplied on a business to business basis. Consumers (Outside European Union) - All goods ordered for delivery outside the EU can only be returned if faulty. You will be responsible for both outward and return international shipping costs and a 20% re-stocking charge to cover our costs of dealing with your transaction. Business Clients (B2B) - All goods ordered B2B or in the name of a business can only be returned if faulty. You will be responsible for the return postage costs and a 20% re-stocking charge to cover our costs of dealing with your transaction.

Please Note: We will only accept the return of goods if sent back in an original, unused condition complete with labels attached and product packaging intact and within the terms and timescales specified above. We will not accept back any goods that are soiled, damaged, used, smell of smoke, dust, pets or items returned in unsuitable packaging.
Illustrations: All our artificial wedding flowers are handmade to order. Dimensions shown on the website include embellishments and are taken at the maximum diameter / length as appropriate. Measurements are given to the nearest full unit as a guide and may differ slightly due to the nature of handmade designs and the variance of the flowers and materials used in the construction of the design. The flowers used in our designs are constructed from various materials including foam, polyfoam, silk, latex, paper and other artificial materials. Certain products are colour treated to order using dyes and florist sprays and these are not 100% colourfast. These products include but are not limited to our gerbera, foam roses and feather wreathes in the following colours: red, burgundy and black. Items that are not 100% colourfast are identified on the individual product pages and we are unable to accept any liability for colour transfer on these items. The dye and treatment techniques that we use is not a colourfast process under any circumstances and you explicitly agree and accept that we are not responsible for any bleeding, leeching, running or any transfer of dye whatsoever from these products. For all Pictures advertised on our website are for illustration purposes only and your order may differ slightly from this. Some of our flowers are seasonal and thus we reserve the right to substitute a similar item of equal or higher value in making up your order, however this does not affect your statutory rights.
Contract: When you place an order through our website, ebay shop, auctiva, over the telephone, fax, email or via post you enter into a contract with Silk Wedding Designs. By placing an order you agree to these terms and conditions. In the event of any dispute between you and Silk Wedding Designs the laws of England and Wales will apply at all time.
Limitation of Liability: Silk Wedding Designs are a supplier of artificial wedding flowers and thus our liability is limited to the cost of your order including delivery charges. All our goods are sent fully insured to the cost of your order by Royal Mail and other couriers. If you require consequential loss insurance then you must inform us of this in writing before you place your order then we can amend your order with this information.
Hours of Business: Our hours of business are Monday to Friday from 9am until 5pm (UK). Outside these hours we can be contacted via email, voicemail or fax. We will endeavour to reply to your enquiry within 1 business day, however in busy periods this may take up to 5 business days.
Privacy & Terms of Use: Please refer to our Privacy Policy and Terms of Use.
Terms & Conditions: THESE REPRESENT THE TERMS & CONDITIONS FOR ALL ORDERS PLACED WITH SILK WEDDING DESIGNS. PLEASE READ THESE TERMS OF SALE CAREFULLY BEFORE PLACING YOUR ORDER AND RETAIN A COPY OF THESE TERMS TOGETHER WITH YOUR ORDER FOR FUTURE REFERENCE.

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