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Customer help

For the initial launch of our on-line shopping web site we have concentrated on our products.  We are now working hard to extend our web site to add to this section covering problems in using this site.  We will also learn from feedback from our customers, so if you have any problems or comments on the use of this site please let us know.

 
Meantime, here are a few answers to some questions.
 

The price charged differs from that shown on the product pages by a few pence.

The software used for the on-line shopping site has to take into account VAT. Thus our database has to be priced using the VAT exclusive value, which is then multiplied by the VAT rate to calculate the actual price that you pay. Sometimes this means that when figures are rounded to the nearest penny then the result may be a penny or so out.

Why can't I order fabric by fractions of a metre?

In line with many other on-line shopping systems, the software used will not handle decimal places. We have set up standard sizes (cut pieces, fat quarters, half metres, etc.) and you can also order 'off the roll'. However, 'off the roll' orders have to be in multiples of whole metres (e.g. 1 metre, 2 metres, 3 metres, etc.). Should you wish to order lengths that are neither the set cut sizes nor a whole number of metres you will, unfortunately have to order by the 'old' way (telephone, email or letter). We will ask our website developers to continue to press the software developers to overcome this limitation in future software releases.

Are payments through the Silk Route on-line shopping facility secure?

We use the facilities of WorldPay from the Royal Bank of Scotland to process our On-line shopping transactions. RBS provides secure, fully encrypted payment services that fully meet the international Payment Card Industry Data Security Standards. WorldPay does not pass any of your card details to us, only the fact that payment has been authorised.

Why do I need to open an account with you?

Having an account with us speeds up the process of placing further orders (you do not need to type all your details in every time you order) and allows you to see the history of what you have ordered in the past.

However, you do not need to open an account with us. If you do not open an account you will have to enter in all your name and address details every time you place an order and you will not be able to view what you have previously ordered. However, we will still record the details of the order placed, including your name and address, for our acocunting and audit requirements.

I cannot proceed to the Payment screens

If, after choosing 'Checkout' and you are at the screen headed 'Ordering Step 4 - Confirmation of Order Details' and you press the 'Submit Order to us' button and the system does not proceed to the Payment screen, but reverts to the 'Confirmation of Order Details' screen then you have probably not clicked on the 'I agree to the Terms and Conditions' box near the bottom.  Click on the 'I agree to the Terms and Conditions' box and then click on the 'Submit Order to Us' button again.

Where can I find the Terms and Conditions and the Privacy Policy?

Click on the relevant links in the first line of the green footer to any screen.  This will open up a separate window where you can read the relevant words.  When finished and you want to revert to the main system again, just close the separate window.

How do I get my 20% January Sale Discount?

We are offering a discount of 20% off the prices of our stock on mail-order and online shopping orders over £25.00 (incl VAT) during the month of January 2014.  The discount applies to the products, not to the postage and packing charges. 

To take advantage of this offer you will need to order and pay for silks to a minimum of £25.00, excluding postage and packing, prior to 31st January 2014. You can order through our secure On-line Shopping Website, by telephone, by email or by post.

If you order through email, telephone or by post with a credit or debit card, then we will automatically take the discount off.   If you order by post with a cheque remember to take the discount off for the products required (not applicable to the postage and packing charges) before you write your cheque.

If you are ordering through the online shopping website you will NOT see any discounts accumulating while you add to your shopping basket,  When you are ready to complete your purchases go to 'Checkout' as normal.  When you get to the 'Ordering Step 3 - Payment Details' screen you will find an extra box 'Offer Code'.  Enter the word SALE into this 'Offer Code' box.  Your discount will then be shown on the 'Ordering Step 4 - Confirmation of Order Details' screen before you commit to pay.