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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).

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

We use the facilities of WorldPay from FIS (the prominent on-line payment processor in the world) to process our On-line shopping transactions. WorldPay 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.