You can place your order in several ways - through our online ordering system, by phone, email or post. We will make every effort to ensure that all of these methods are fully operational at all times but we cannot be held responsible for delays or losses caused by failures of any of the above methods.

It is the responsibility of the customer to ensure that the dimensions of the bed are checked before ordering goods. Each page on our site shows standard sizes and dimensions. We are not responsible for additional costs accrued to the customer by incorrect ordering. Please take care.

Custom/Made to Order Products

When you order custom sizes from us we are completely reliant on the correct measurements supplied by you. Custom made items are non-returnable, except for faulty manufacture but see our returns policy.

Cancellation:

Cancellation of stock items can be made for a full refund providing the goods have not already been shipped. Once shipped our returns policy applies.

For custom made items, cancellation must be made within 48hrs of placing the order.

Any cancellation made after the 48 hour grace period will not be eligible for a refund as manufacturing of your item will have been commenced.

Cancellation of an order for bespoke products is not possible once the order has been agreed.

Delivery, Shipping and Handling:

For all information on delivery time and prices please see our Available Shipping Services page.

For nearly all deliveries Bonds use outside courier services. It is your responsibility to ensure that correct delivery details, including a valid postcode or zip-code, have been entered. We will not and cannot be held responsible for delays or lost orders, caused as a direct result of user input error on your part. Packages without a valid post or zip code normally cannot be dispatched. Please note: we also reserve the right to only deliver to the billing address.

We shall not be liable to you or be deemed in breach of this Agreement by you for any delays in delivery beyond our reasonable control (for example lost delivery consignments). We will however try to rectify any problems as quickly as possible.

Payment:

If you pay by cheque, goods will be despatched once the cheque has cleared.

To prevent possible fraud with your money, we may ask for evidence of account ownership before goods are shipped (typically on high value or questionable (unusual) purchases)

Your Account:

If you use this site, you are responsible for maintaining the confidentiality of your account and password for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password.

Reviews, comments, communications and other content

Visitors may post reviews, and submit suggestions, ideas, comments, questions, or other information, so long as the content is not illegal or defamatory. You may not use a false e-mail address, impersonate any person or entity or otherwise mislead as to the origin of content. The House of Silk reserves the right (but not the obligation) to remove or edit such content, but does not regularly review posted content.

Risk of Loss

All items purchased from The House of Silk are made pursuant to a delivery contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier.

Product Descriptions:

We attempt to be as accurate as possible with all our product information. If a product offered for sale is not as described, your sole remedy is to return it in unused condition and where possible in the original packaging.

Indemnity:

You agree fully to indemnify, defend and hold us, and our officers, employees, agents and any personnel of The House of Silk harmless immediately on demand, from and against all claims, liability, damages and losses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other person accessing the Website using your name and/or personal information.

Our Rights:

We reserve the right to:

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 payment secure, but in the absence of negligence on our part we cannot be held liable for any third party procuring unauthorised access to any data you provide when accessing or ordering.

If you want to cancel your order please contact us immediately, if goods have already been despatched our Returns Policy applies.

Non acceptance of an order may be a result of one of the following:

Returns Policy:

Returns MUST be agreed in advance before returning goods and must be clearly marked with the relevant order number. To discuss returning a product contact us

You are required to notify us within 3 days, of receipt of your goods, if your order arrives damaged in any way.

Items are returnable for exchange, or refund of the amount paid IF they have not been used.

Sale invoice or photo copy of such MUST accompany all returned merchandise. Exchanges are not possible without receipt.

All returns must be initiated within 14 days of purchase, with the exception of Christmas orders made during November and December when The House of Silk allows up to the 7th January of the following year for returns to be initiated.

For your health and safety, lingerie is generally not returnable. Those in their original sealed package and show no sign of wear or use whatsoever may be returnable. Determination of use is made by The House of Silk staff ONLY.

Postage and packing is not refundable and customer pays all shipping charges. The customer is responsible for the safe return of goods to us and is responsible for any goods lost or damaged in transit. We will refund you for the cost of the goods only or we will exchange for comparable goods within 21days. We will not refund for gift wrapping. If you return goods that are used, washed or damaged in any way you will be charged for the packing and shipping costs of returning the goods to you. After 14 days refund or exchange is entirely at our discretion. A restocking charge of 15% may be made if goods are accepted back on to stock. 'Custom made' and 'made to order' items are only returnable in case of faulty workmanship or incorrect manufacture.

Address for Returns:

Returns should be sent to:

Bonds: House of Silk, Unit 10A, Penrhos Business Park, Holyhead, Anglesey, LL65 2UQ, United Kingdom.

VAT number: GB 879602284

Telephone: 0845 365 5 007
E-mail: info@thehouseofsilk.com or use the Contact Us page