Terms of service

Before we begin, here are a few helpful details to keep in mind as you read through the sections below.

Our company is Silk and Sandalwood Lifestyle Ltd., registered in England and Wales.

Company number: 16637061, Registered office address: Reeds Farm Cottage, Alders Road, Five Oak Green, Tonbridge, England, TN12 6SS.

This website is run by Silk and Sandalwood Lifestyle Ltd. Throughout the site, when we say Silk & Sandalwood, we, our or us, we’re simply referring to our company — unless we say otherwise.

And when we mention our website or our site, we mean this very site you’re visiting.

 

Our Retail Terms & Conditions

A summary

We want shopping with Silk & Sandalwood to feel relaxed, transparent and enjoyable. The terms below set out everything you need to know — from how we supply and deliver our products, to what to do if something isn’t quite right, along with our returns policy and other helpful information.

We encourage you to read through these terms before placing an order, so you can feel comfortable and confident with your purchase. And if anything needs clarifying, we’re always just an email away.

You can contact us by WhatsApp or email at info@silkandsandalwood.co.uk  or by writing to us at our registered office.

If we need to contact you, we’ll do so by using the email address or postal address you provided when placing your order.

Please note that whenever we refer to “writing” or “written” in these terms, this includes email.

 

Placing an Order

You can choose to place an order with us using our website or come to our private showroom by appointment. We ask for the full amount, including delivery charges, to be paid at the point of checking out. 

Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between yourself and Silk & Sandalwood.

If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product, or because we are unable to meet a delivery deadline you have specified.

We will assign an order number to your order and inform you of it as the point of acceptance.

It will help us if you can tell us the order number whenever you contact us about your order.

All payments are processed in Pounds Sterling.

For vintage and one-off pieces, please note that these items, or parts of these items, have been used and enjoyed over many years. As such, they may display signs of age-related wear, including surface marks, natural patina, gentle fading, historic repairs or other imperfections consistent with age and use. These characteristics form part of the history and individuality of each piece and are not considered faults.

Where we reference materials, age, origin or historical details, this information is provided to us by our suppliers and shared in good faith. While we take care to present this information as accurately as possible, we’re unable to guarantee absolute accuracy, particularly for vintage, antique or one-off pieces.

For bespoke or made-to-order products, please be aware that due to their personalised nature, returns are only accepted where an item is faulty, does not match its description, or does not meet the agreed specifications or instructions. If you believe your bespoke order is faulty in any way, please contact our customer care team as soon as possible so we can assist you.

 

Changes to Your Order

Your changes

If you’d like to make a change to your order, please contact us as soon as possible. We’ll always do our best to help, though changes may not be possible once production or preparation has begun.

Where a change can be accommodated, we’ll let you know if it affects the price, delivery timing or any other details, and ask for your confirmation before proceeding.

If a requested change isn’t possible, or if you decide not to proceed following the updated details, you may choose to cancel your order in line with our cancellation policy.

 

Our changes

Occasionally, we may need to make small adjustments to a product to reflect availability, craftsmanship, or changes in legal or regulatory requirements. Any such changes will be kept as close as possible to the original description.

If a more significant change is required, we’ll contact you in advance. You’ll then have the option to proceed or cancel your order, and you’ll receive a refund for any items paid for but not delivered.

 

Delivery

We do our best to ensure every delivery runs smoothly and to support you throughout the process.

Please note that we’re unable to take responsibility for unsuccessful deliveries, for example if no one is available to receive the delivery within the agreed window, or if an item cannot be accessed due to size restrictions such as doorways, staircases or hallways. In such cases, the item may need to be returned to our warehouse, and additional delivery charges may apply.

If you ask for an item to be left in a designated safe place or with a neighbour, responsibility for the item passes to you once it has been delivered accordingly.

If you have any concerns about access, sizing or delivery suitability, we strongly encourage you to contact us before placing your order — we’re always happy to advise.

Larger furniture pieces are delivered by our trusted White Glove delivery partners, who will carefully place the item in your room of choice and remove packaging where possible. On rare occasions where this service isn’t available, we’ll let you know in advance.

Medium items will be delivered depending on size and weight. We typically use APC Overnight or a one-man specialist courier service.

Smaller items are delivered by courier and are left for you to unpack at your convenience.

If delivery is delayed due to circumstances beyond our control, we’ll contact you as soon as possible and take reasonable steps to minimise the delay. Where a substantial delay occurs, you may contact us to discuss cancelling the order and receiving a refund for any items not yet delivered.

Responsibility for an item passes to you once it has been delivered to the address provided and payment has been received in full.

 

Care & Responsibility

Once a piece has been delivered, day-to-day care becomes your responsibility. As many of our products are made using natural, vintage or handcrafted materials, we recommend treating them with appropriate care and attention.

We’re always happy to offer guidance on caring for your piece. However, we’re unable to accept responsibility for issues that arise as a result of unsuitable use, handling or care.

 

Appreciating Natural Materials

At Silk & Sandalwood, we work closely with natural, vintage and handcrafted materials — from solid woods and reclaimed elements to natural fibres and textiles. As a result, variations in colour, texture, grain and finish are to be expected, and many pieces will continue to develop character over time.

These subtle differences are not defects, but part of the individuality and story of each piece.

Images on our website are provided for reference only. While we make every effort to present colours and details as accurately as possible, variations in screen settings and natural materials mean that the item you receive may differ slightly from the images shown.

Packaging may also vary from time to time and may not match the packaging shown in product images.

 

Cancellations

If you change your mind about an order, please contact us by email at info@silkandsandalwood.co.uk as soon as possible.

1. We offer an extended 30-day return window for standard items

2. Bespoke and made-to-measure items, vintage and one-off pieces may be cancelled within 14 days of delivery.

For clarity, standard items refer to our regular retail products, excluding bespoke, made-to-measure and vintage one-off pieces.

If your order has already been dispatched or delivered, items must be returned to us. Please contact us before returning any items so we can advise on the best return method.

Returned items should be in their original condition and packaging, unused and free from damage. We also recommend obtaining proof of postage, as returned items remain your responsibility until they reach us.

Once you have notified us of your cancellation, items should be sent back to us within 14 days.

Once returned items have been received and checked, refunds will be processed within 14 days. Where we arrange a collection on your behalf, refunds will be processed within 14 days of the item being collected or returned to us.

Refunds will be issued using the original payment method, excluding any delivery costs. Where returned items show signs of handling beyond what would reasonably be expected when viewing them in a retail setting, we reserve the right to make a deduction to reflect any loss in value.

In some cases, we may issue a refund before the returned item has been fully inspected. If, upon inspection, we later discover that the item has been handled in an unacceptable way, we reserve the right to recover an appropriate amount to reflect any loss or damage incurred.

If it is no longer possible to cancel your order, our returns policy will apply.

 

Returns & Exchanges

If you have any questions or concerns about a product, please get in touch with us at info@silkandsandalwood.co.uk.

We take great care and have a legal duty to ensure that the products we supply are as described and of satisfactory quality.

If your item develops a fault within 30 days of delivery, please contact us with proof of purchase and we’ll offer a refund or replacement, as appropriate. For certain vintage and one-off pieces, natural signs of age, use or historic repair may be present and form part of the character of the item rather than being considered faults. If you notice anything unexpected when your order arrives, please contact us and we’ll be glad to review it with you.

After 30 days, and in line with the Consumer Rights Act 2015, we will offer a repair or replacement where a fault is confirmed.

Nothing in these terms affects your statutory rights under UK consumer law.

For larger items such as furniture, we’ll usually arrange a collection to make things as easy as possible. Please contact us at info@silkandsandalwood.co.uk to arrange a return or collection. If you’d prefer to arrange the return yourself, just let us know and we can discuss the options. We will cover the reasonable costs of return postage or collection for faulty or damaged items. 

Where items are returned by post, we ask that they are securely packaged, ideally in their original packaging, unused and free from further damage. We also recommend obtaining proof of postage, as items remain your responsibility until they reach us.

Once we receive a returned item, it will be inspected. If we find evidence of misuse, neglect or damage beyond what is reasonable, we reserve the right to decline a refund or offer an alternative remedy where appropriate.

Please note that bespoke or made-to-order items, including pieces made using customer-supplied materials, cannot be returned unless faulty.

 

Our Liability

We are responsible for any loss or damage you may suffer that is a reasonably foreseeable result of our failure to comply with these terms, or of our failure to use reasonable care and skill. We are not responsible for losses or damage that are not reasonably foreseeable.

Loss or damage is considered foreseeable where it is an obvious outcome, or where both you and we were aware, at the time the contract was made, that it might occur.

Nothing in these terms is intended to exclude or limit our liability where doing so would be unlawful.

This includes liability for death or personal injury caused by our negligence (or that of our employees, agents or subcontractors), for fraud or fraudulent misrepresentation, for breach of your statutory rights in relation to the products, and for defective products under the Consumer Protection Act 1987.

Our products are supplied for domestic and private use only. We do not accept liability for any loss of profit, loss of business, business interruption or loss of opportunity where products are used for commercial, business or resale purposes.

 

Other Important Terms

We will only use your personal data in line with our Privacy Policy.

We may transfer our rights and obligations under these terms to another organisation. If we do so, we’ll ensure that your rights under these terms are not affected and will notify you in writing where appropriate.

You may only transfer your rights or obligations under these terms with our prior written consent.

These terms are between you and us. No third party has any rights to enforce them.

If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force and effect.

If we delay or choose not to enforce any part of these terms, this does not mean we waive our right to enforce them at a later date.

These terms are governed by English law. You may bring legal proceedings in relation to the products in the English courts. If you live in Scotland or Northern Ireland, you may alternatively bring proceedings in your local courts.

 

Website Terms & Conditions

These Website Terms & Conditions apply to your use of the Silk & Sandalwood website (the “Website”). By accessing or using our Website, you agree to be bound by these terms.

If you do not agree to these terms, please do not use our Website.

 

About Us

The Website is operated by Silk & Sandalwood Lifestyle Ltd, a company registered in England and Wales. Company number: 16637061. Registered office: Reeds Farm Cottage, Alders Road, Five Oak Green, Tonbridge, England, TN12 6SS

Use of the Website

Our Website is provided for general information and browsing purposes only. While we take care to keep content up to date and accurate, all information is provided on an “as is” basis.

You agree to use the Website only for lawful purposes and in a way that does not infringe the rights of, restrict or inhibit anyone else’s use and enjoyment of the Website.

Reliance on Information

The content on our Website is intended for general information and inspiration only and does not constitute advice, representations or warranties of any kind.

To the fullest extent permitted by law, we accept no liability for any loss or damage arising from reliance on information, images or materials displayed on the Website.

Intellectual Property

All content on this Website, including text, images, designs, graphics and logos, is owned by or licensed to Silk & Sandalwood and is protected by intellectual property laws.

You may download or print extracts of the Website for personal, non-commercial use only. You must not copy, reproduce, distribute, adapt or exploit any content for commercial purposes without our prior written consent.

Linking to and from Our Website

Our Website may contain links to third-party websites for your convenience. We have no control over the content of those websites and accept no responsibility for them or for any loss or damage that may arise from your use of them.

You must not frame our Website or create links to it in a way that suggests any form of association, approval or endorsement without our prior written consent.

Acceptable Use & Website Security

You must not misuse our Website by knowingly introducing viruses, malware or other harmful material, or by attempting to gain unauthorised access to our Website, servers or associated systems.

We are not liable for any loss or damage caused by distributed denial-of-service attacks, viruses or other technologically harmful material that may affect your equipment as a result of using our Website or downloading content from it.

Uploading Content

Any material you upload or submit to our Website will be considered non-confidential and non-proprietary. We reserve the right to use, store, copy or disclose such material as necessary, and to remove any content that breaches these terms or applicable law.

Privacy & Cookies

We use your personal data only in accordance with our Privacy Policy. By using our Website, you consent to such processing. We also use cookies. Please refer to our Cookie Policy for further details.

Changes to the Website and Terms

We may update or amend the content of this Website and these terms from time to time. Changes will take effect when published on the Website.

We may suspend or withdraw access to the Website at any time without notice.

Liability

To the fullest extent permitted by law, we exclude all conditions, warranties and representations that may otherwise be implied by law in relation to the Website.

We are not liable for any direct, indirect or consequential loss or damage arising out of or in connection with the use of, or inability to use, the Website.

Nothing in these terms excludes or limits liability where it would be unlawful to do so.

Jurisdiction & Governing Law

These Website Terms & Conditions are governed by and construed in accordance with the law of England and Wales. Any disputes arising in connection with them shall be subject to the exclusive jurisdiction of the English courts.

Contact Us

If you have any questions about these Website Terms & Conditions, please contact us at:
info@silkandsandalwood.co.uk