Terms & Conditions

Please read and refer to this page for our Terms & Conditions.

In this contract:

  • ‘We’, ‘us’ or ‘our’ means SILK LENGTHS LIMITED, a company incorporated in England and Wales under number 11872218. Our registered office is at 83 Cambridge Street, London, United Kingdom SW1V 4PS.
  • ‘You’ or ‘your’ means the person using our site to buy goods from us via our website.

1. Introduction

   1.1.  If you buy goods on our site you agree to be legally bound by this contract.

   1.2.  This contract is only available in English. No other languages will apply to this contract.

   1.3.  When buying any goods you also agree to be legally bound by:

         1.3.1 our website terms and conditions and any documents referred to in them;

         1.3.2 extra terms which may add to, or replace some of, this contract. This may happen for security, legal or regulatory reasons. You should check our Terms & Conditions regularly to take note of any changes we have made. We reserve the right to amend this contract without notice.

2. Your privacy and personal information 

    2.1. Our Privacy Policy is available (here).

3. Ordering goods from us

    3.1.  Below, we set out how a legally binding contract between you and us is made and applicable only for sales to you for your personal use. All Business and trade transactions are exempt from this contract. Please contact sales@silklengths.com to learn more about a Trade account.

    3.2.  You place an order on the site by following the instructions on our website. Please read and check your order carefully before submitting it.

         3.2.1. When you place your order at the end of the online checkout process (eg when you click on the ‘pay now’ button), we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted. 

         3.2.2.  We may contact you to say that we do not accept your order. This is typically for the following reasons:

(a) the goods are unavailable;
(b) we cannot authorise your payment;

(c) you are not allowed to buy the goods from us;

(d) we are not allowed to sell the goods to you;

(e) you have ordered too many goods; or
(f) there has been a mistake with the pricing or description of the goods.

         3.2.3.  We will only accept your order when we email you to confirm this (Shipping Confirmation Email). At this point:

               (a) a legally binding contract will be in place between you and us;

               (b) we will dispatch the goods to you.

   3.3.  If you wish to make a change to the goods you have ordered, please contact us: sales@silklengths.com within 30 minutes of placing your order. Cancellations after 30 minutes may not be considered as the order may have already been shipped. We will let you know if the change is possible as soon as possible.

   3.4.  If it is possible to amend your order, we will let you know about any changes to the price of the goods, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

4. Exchanges & Refunds

   4.1. You may request an exchange or a refund within 14 days of receiving your goods. To be eligible for Exchanges & Refunds, your item must be unused and in the same condition that you received it. It must also be in the original packaging with a security seal fully intact. This applies to all our stocked items.

   4.2. Your returned goods should be sent with an Exchanges & Returns Form filled out.Goods returned without the Exchanges & Returns form filled out, will not be processed.

   4.3. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

   4.4. Pre-Order goods are made to order goods. All sales of pre-order goods are final and cannot be exchanged or refunded.

   4.5. Shipping costs are non-refundable.

   4.6. Only regular priced items may be refunded, unfortunately, sale, discounted items or good purchased with a credit note/gift note cannot be refunded, only exchanged. For an exchange, goods must be unused and in the same condition that you received it. It must also be in the original packaging with a security seal fully intact. Please refer to 4.2.

   4.7. Effects of Exchanges/Refunds & Order cancellations:

We advise that you check your order carefully before placing it to avoid mistakes in colour choice, hair length, and delivery address.

   4.8. If you wish to cancel your order after 30 minutes of it being placed, we will reimburse to you all payments received from you, minus the costs of delivery and the cost of the returns. All costs of returns are at your entire responsibility and we advise that returns are tracked and registered.

   4.9. Until returned goods are received into our warehouse, you hold full responsibility for the goods.

   4.10. We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

   4.11. We will make the reimbursement without undue delay, once returned goods have been signed for on receipt by us and checked by us and not later than:

         4.11.1.  As per 4.3.

   4.12. We will make the reimbursement using the same means of payment as you used for the initial transaction.

   4.13. Gift Cards & Returning Gifts

         4.13.1 All Gift card purchases from Silk Lengths are subject to our Terms & Conditions. Your gift card is valid until its expiry date. Your gift card is not redeemable for cash, is non transferable and cannot be used in conjunction with any other coupon or discount. 

A credit note will be given for any unspent amount on the gift card to cover the balance. The credit will be valid until the expiry date on the gift card. 
Your gift card can be used as full or part payment for purchasing good on the Silk Lengths online store only. 
Gift cards are not accepted when expired. All purchases made using a gift card can only be exchanged for an item of the same value. Refunds are not permitted on purchases made using a gift card. 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value should you wish to make a return. Cost of return are at your responsibility. Once the returned item is received, a gift certificate will be mailed to you within 14 days.

   4.14. Late or missing refunds

         4.14.1 If you haven’t received a refund after 4 working days, please check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at sales@silklengths.com with your order number.

5. Delivery

   5.1. We currently use Royal Mail to deliver our goods. If you want to see your delivery options, visit our “Shipping & Delivery” webpage before you place your order.

   5.2. The estimated date and time window for delivery of the goods are set out in the Confirmation Email (see clause 3.2.3).

   5.3. If something happens which:

         5.3.1. is outside of our control; and

         5.3.2. affects the estimated date of delivery;

we will let you have a revised estimated date for delivery of the goods.

   5.4. Delivery of the goods will take place when we deliver them to the address that you gave to us.

   5.5. Unless you and we agree otherwise if we cannot deliver your goods within 30 days, we will:

         5.5.1. let you know;

         5.5.2. cancel your order; and

         5.5.3. give you a refund.

   5.6. You are responsible for the goods when delivery has taken place. meaning the responsibility in the goods passes to you when you take possession of the goods.

6. Payment

   6.1. We accept most major credit cards and debit cards.

   6.2. We will do all that we reasonably can to ensure that all of the information you give us when paying for the goods is secure by using an encrypted secure payment mechanism. Your credit card or debit card will only be charged when the goods are dispatched.

   6.3. All payments by credit card or debit card need to be authorised by the relevant card issuer.

   6.4. If your payment is not received by us and you have already received the goods you:

         6.4.1.  must pay for such goods within 24 hours of receipt of goods; or

         6.4.2.  must return them to us as soon as possible. If so, you must not use them before you return them to us the goods in your possession. Nothing in this clause affects your legal rights to cancel the contract during the ‘cooling off’ period under clauses 5 and 6.

   6.5. The price of the goods:

         6.5.1. is in pounds sterling (£)(GBP);

         6.5.2. includes VAT at the applicable rate to applicable countries; and

         6.5.3. does not include the cost of delivering the goods (if you want delivery options and costs, visit our “Shipping & Delivery” webpage before you place your order).

7. Nature of the goods

   7.1. The packaging of the goods may be different from those shown on the site or our social media.

   7.2. While we try to make sure that:

         7.2.1. all weights, sizes and measurements set out on the site are as accurate as possible, there may be a small tolerance of up to 5% in such weights, sizes and measurements in any hair extension goods; and

         7.2.2. the colours of our goods are displayed accurately on the site, the actual colours that you see on your computer may vary depending on the monitor that you use. Please note that different coloured hair may look different depending on skin tone. All website and social media photos should be used as a guide only.

   7.3. Any goods sold:

         7.3.1. at discount prices; will be identified and sold as such.

   7.4. If we can’t supply certain goods we may need to substitute them with alternative goods of an equal or better standard and value. In this case:

         7.4.1.  we will let you know if we intend to do this but this may not always be possible; and

         7.4.2.  you can refuse to accept such substitutes, in which case we will offer you a refund or a replacement and let you know how long such an offer remains open.

8. Quality Control

We ensure that all deliveries have been thoroughly checked by our Quality Control Team before your goods are dispatched to you.

9. Hair Care

It is important to take care of your hair extensions. Please note that chlorine, sulphate (and any products which contain Sulphate), seawater, heat tools exposure and sun exposure, can affect the quality of your hair extensions. All these should be avoided to ensure your hair extension remains in its original condition.

10. Faulty goods

   10.1.  If your hair extensions appear faulty, please contact our Customer Service Team: sales@silklengths.com within 24 hours of receiving your hair extensions. You will be sent an Exchanges & Refunds Form following your contact which you should fully complete and return with your goods.

   10.2.  Our Quality Control Department must receive the goods in its original condition with an Exchanges & Refunds Form filled out, within 4 working business days (applicable Monday to Friday) from the date and time Exchanges & Refunds Form is sent out to you.

   10.3.  Returned goods received by us, without the Exchanges & Refunds Form, will not be processed. Returned goods received by us, later than 4 working business days  as stated in 10.2., will not be processed.

   10.4.  Hair extensions that have been used, reported faulty and returned to us, will undergo inspection by our Quality Control Team. It may take up to 25 working days for our manufactures to then inspect the used hair extensions and advise you by email in regards to your reported fault and the outcome of the inspection.

   10.5.  Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

   10.6.  Please note that hair extensions will not be considered faulty if its original condition deteriorates due to poor and incorrect hair care/heat damage or the original colour of the hair has been altered in any way including via toning of the hair/cutting of the hand-tied weft also known as ultra-thin wefts.

11. Limit on our responsibility to you

It is important that all your professional hair extensions are applied by a qualified hair extension professional. We will not be held responsible for any of your additional incurred expenses, such as hair extensions applications/re-applications and removals as a result of your report to us of faulty goods.

   11.1. Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for:

         11.1.1.losses that:

               (a)  were not foreseeable to you and us when the contract was formed, or

               (b)  that were not caused by any breach on our part;

         11.1.2.business losses; and

         11.1.3.losses to non-consumers.

12. VAT & Customs

     You are responsible for any taxes and duties within your country of receipt of goods. A VAT is applied and is following the UK government and legislation.

13. Disputes

   13.1. We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with:

         13.2.1.the goods;

         13.2.2.our service to you; or

         13.2.3.any other matter, please contact us as soon as possible.

14. Third-party rights

   14.1 No one other than a party to this contract has any right to enforce any term of this contract.