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Customer Service

Contacting Silk Wedding Designs
Please find our contact details here.
FAQ - Frequently Asked Questions
Please refer to our FAQ page.
Ordering
Our website will automatically take your order. Should you require any assistance in completing your order then please contact us at sales@silkweddingdesigns.com and we will endeavour to assist you.

Terms & Conditions

Please read these terms and conditions carefully before using the silkweddingdesigns.com website. By using the silkweddingdesigns.com website, you signify your agreement to be bound by these terms & conditions. These terms & conditions also apply to orders placed via email, post and over the telephone.

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) and UK postal orders. All our credit and debit card transactions are processed on our behalf by PayPal. For you security and convenience we also have the facility to process payments manually via our card authorisation form which we can provide on request. Please email us at sales@silkweddingdesigns.com and we will be happy to assist you.
Purchase of Products
Orders: We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.
Contract creation and electronic contracting : The technical steps required to create the contract between you and us are as follows: You place the order for your products on the Website by pressing the confirm order button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Website. We will send to you an order acknowledgement email detailing the products you have ordered. This is not an order confirmation or order acceptance from silkweddingdesigns.com. As your product is shipped from our warehouse we will send you a dispatch confirmation email. Order acceptance and the completion of the contract between you and us will take place on the dispatch to you of the Products ordered unless we have notified you that we do not accept your order. Non-acceptance of an order may be a result of one of the following: (a) The product you ordered being unavailable. (b) Our inability to obtain authorisation for your payment. (c) The identification of a pricing or product description error. (d) You not meeting the eligibility to order criteria set out in the main Terms & Conditions. (e) Any other reason we deem appropriate for the smooth running of our business including, but not limited to: our inability to complete your order within your chosen timescales, our inability to complete the necessary security checks to validate your order and payment, our inability to contact you in reference to your order acknowledgement .
Delivery
Wedding Flowers & Arrangements: Our wedding flowers and artificial arrangements are handmade to order and will be dispatched for delivery within 30 days of your order being placed and receipt of cleared funds, unless otherwise agreed in writing. Larger orders (over £150) and all bespoke orders (including wedding packages) may require additional time and may take up to 56 days of your order being placed before dispatch. This will be agreed with you when we confirm your order. If you require your order on a specific date or sooner than these timescales then please append your 'required date' to the 'comments section' on your order form when placing with order 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. For domestic customers (UK addresses) all of our orders require a signature on delivery and we do not accept order requests that try to circumvent this. 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 acknowledgement. For international orders you can select your order delivery method from either Airmail or Priority Airmail on request. All 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 for delivery within 30 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 when placing with order or contact us within 24 hours of placing your order and we will try to accommodate your requirements.
Please note that we are a UK based company and all domestic deliveries where standard delivery has been chosen as part of the order process are made by Royal Mail 1st Class with a delivery estimate of 7 working days (excluding weekends and public holidays) from the date of dispatch. International orders (for delivery outside the UK) are sent via International Airmail and can take at up to 30 working days (excluding weekends and public holidays) for delivery from the date of dispatch and therefore you should allow 60 days for delivery from the date your place your order. 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 or replacement 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. For all Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs) cancellations, refunds will be processed in accordance with the CCRs within a maximum of 14 days from the date that you cancelled 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 flower designs, wedding flowers and arrangements 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 stock and all our flowers designs, wedding flowers and arrangements are handmade to order.
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs): Consumers (UK and European Union) - under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs), you have up to fourteen calendar days starting the day after you or your nominee has received your delivery to cancel your order. If you buy multiple goods as part of one order which are delivered to you on different days, your cancellation period will end fourteen days after the day on which you or your nominee receive the last item of your order. This does not apply to certain 'exceptions' specified at section 28 of the CCRs, including goods made to your specification, all handmade to order flowers, wedding flowers and arrangements, samples of flowers or fabric that are cut into lengths, bespoke, custom orders tailored to your requirements (including wedding packages that are not composed of ivory medium roses and contain different colours / types of flowers) and perishable products i.e. fresh flowers, preserved and fresh petals, helium and florist spray). For CCRs cancellations, any standard delivery charges will be refunded, however unfortunately we are unable to refund express delivery charges, delivery charges for part cancellations or return delivery charges which will be at your cost. If you wish to cancel your order within 30 minutes of placing it please email email sales@silkweddingdesigns.com. If more than 30 minutes have elapsed we will be unable to stop the processing of your order acknowledgment. Further details of your rights under the CCRs are available from your local Trading Standards department or Citizens Advice Bureau. To cancel your order you must advise us within the timescales above either in writing to SWD Cancellations, 9 Waterford Close, Wigan, WN2 5BX or by email at sales@silkweddingdesigns.com. We have included a cancellation form for your convenience here, however you do not need to use this form. Once you have excercised your right to cancel under CCRs you must return your order to our return's address: SWD Returns, 9 Waterford Close, Wigan, WN2 5BX within 14 calendar days. Please include your order reference number (shown on your order acknowledgement) in all correspondence. 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. If we do not receive the item back from you within 14 days after your request to cancel, then we will arrange for a collection of the item from your residence at your cost. This cost will either be deducted from your refund or charged via your original payment method. Refunds - You will be refunded via your original payment method within 14 days of the day we receive the goods back or 14 days from the day we receive proof that the goods have been sent back. We have a right to deduct an amount from reimbursement (or apply a charge) if the value of the goods has diminished by handling beyond what is necessary to establish their nature, characteristics and function. By placing an order you accept these terms and conditions. These cancellation rights are not exercisable to businesses or any goods supplied on a business to business basis. For all contracts, both consumer and business to business, we have the right to refuse or to cancel any orders before the contract is completed and we will notify you by email to this effect.
Consumers (Outside European Union) - All goods ordered for delivery outside the EU can only be returned if faulty. You will be required to return the good to our return's address: SWD Returns, 9 Waterford Close, Wigan, WN2 5BX, UK for inspection.
Business Clients (Business to Business (B2B)) - All goods ordered B2B or in the name of a business can only be returned if faulty, or by prior arrangement at our discretion. For discretionary returns, you will be responsible for the both outward and return postage costs and a 40% re-stocking charge to cover our costs of dealing with your transaction.
Additional Services - Gift Wrapping & Express Delivery - You should be aware that once we begin the delivery process you will not be able to cancel any contract you have with us for additional services carried out by us (eg: gift wrapping or express delivery). Any charges for gift wrapping and / or express delivery (as selected through the order process) are classed as 'addtional services' and are provided under a seperate contract. For cancellations under CCRs these additiional charges will be witheld and delivery charges refunded at the standard delivery charge - we cannot refund any priority, express or courier component of the delivery charge.
Please note that you have a duty to take reasonable care of the goods - we will only accept the return of goods if sent back in an original condition and within the terms 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 that they are damaged on arrival at our business return' s address.
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, cerise, hot pink, bright pink 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. 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.

Samples - Samples of the flowers used in all of our designs are available for purchase in the samples department of the website. We strongly advise that you purchase samples before you place an order for wedding flowers to enable you to colour match and to ascertain the materials, quality and composition of the flowers to be used within your chosen designs. Requests for samples will be charged at a minimum cost of £2.99 for one sample flower (including p&p) and £0.79 per additional flower. Should you place an order and subsequently request a sample then we will use your original payment details to process your sample order charged at the prices outligned above. Should you place an order, request a sample and subsequently cancel your order we will deduct the cost of supplying the sample from your original order value based upon the prices outligned above. All sample orders are handmade to order and are provided 'at cost' and are exempt from cancellations and returns as defined in the relevant paragraph above.
Contract
When you place an order through our website, over the telephone, fax, email or via post you enter into a contract with Silk Wedding Designs. It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us. 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 times.
Complaints
If we do not resolve your complaint internally to your satisfaction, you can refer it to your local Citizens Advice or an alternative complaints body (such as The Retail Ombudsman (www.theretailombudsman.org.uk)) which is competent to deal with consumer complaints, should you wish to use such a scheme. Please note, whilst Silk Wedding Designs is prepared to engage with The Retail Ombudsman, we will not be bound by any recommendation which The Retail Ombudsman may make.
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 and advise you of the additional premium to be paid.
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 2 business days, 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.
Important Notice: Summary 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. LAST UPDATED 01/03/2017.