FAQs

About SilkFred

How SilkFred Works

• How does SilkFred work?
• About SilkFred
• I've forgotten my password. What do I do?
• Where are you based and do you have anywhere I can try stuff on?

Using The Website

• How do I find things on the site?
• I've forgotten my password. What do I do?
• Do you have a shop?
• Do you have an app?

Staying In Touch

• How can I contact you?
• Help, I have a question and I need an answer
• Where can I get SilkFred Discounts?
• I want to be the first to know about new collections & promotions
• Do you have a contact number?

Orders

Product Questions

• I have a specific question about a product. What should I do?
• I need help choosing an outfit!
• Where do I find size conversions i.e. what sizes are S/M/L?
• How do I find out if an item is coming back in stock?
• Do you do a tall/petite/curve range?
• Do you do gift cards?
• How do I use my gift card?
• Do you do maternity/breastfeeding outfits?
• Are you taking steps to deal with manufacturers who only use sustainable fabrics?

Payment

• What payment methods do you accept?
• Is your site secure?
• How do I get a VAT receipt?
• Can you confirm if there are any import taxes?
• Can I get a refund of any VAT on my order if I live in the Channel Islands?

Your Order

• How can I track my order?
• How do I amend my order?
• My order has arrived, but items are missing
• Who do I contact if I have an enquiry about my order?
• Can I amend my order?
• How do I cancel my order?
• Do you offer exchanges?

Delivery

• How long will delivery take?
• Can I get next day delivery?
• Where is my order?
• Which courier do you use?
• My order has been returned to sender as the courier didn't leave a card, can I get it resent?
• My tracking isn't working, what happens now?
• My parcel has arrived damaged, what happens now?
• My parcel shows as delivered, but I don't have it.

Returns

General

• What is your returns policy?
• How do I return my order?
• Who do I return my order to?
• How do I return an item if I am outside the UK?

Refunds

• When will I be refunded?
• How does the refund work where I have used a Gift Card or Credit balance to pay?
• How does the refund work where I have used part Gift Card or Credit balance to pay?
• How does the refund work where I have used part Gift Card or Credit balance to pay and I only want to return part of my order?
• My items are all arriving separately, should I wait until they all arrive before I request a return?

Timing

• How long do I have to return?
• Can I return after 14 days?
• How long does a refund take?