Our returns terms and conditions
Silvermans Ltd. conforms to the Distance Selling Regulations, which are designed to protect you when buying items by Mail Order. You have the legal right to cancel your order for most items within 14 working days of receiving the goods. However, this right does not apply to certain items such as personalised products and perishable goods. If you wish to cancel using this right, you need to inform us in writing within 14 working days starting the day after you received the goods. You must take reasonable care of the goods and immediately return them to us in the normal way. We will not consider that you have taken reasonable care of the goods if they have been used in a way or to an extent beyond what would be reasonable when examining the goods in a shop before purchase.
If you are not satisfied or if you have ordered the wrong items, the items are damaged or faulty upon receipt or you simply don't require the item, we offer a flexible returns policy and are happy to accept items back for a refund or exchange.
New items returned for refund or exchange
There is no need to contact us before you make a return unless you think that our help and advice may avoid you having to return the goods.
Goods must be returned within 28 days of receipt.
Goods must be returned along with the original packaging.
Goods must be in new condition as sent.
Goods must be accompanied with a covering letter or note.
Postage and packing cost is not covered under this policy.
Return postage must be covered by the customer.
New goods purchased in store
Goods purchased in store will be subject to a 10% restocking fee unless a credit note or exchange is accepted.
Faulty, damaged or broken goods
If you are not entirely satisfied with your purchase, please let us know the problem before returning the item as we may be able to solve the problem without incurring postal costs.
Goods must be in a clean condition.
Goods must be accompanied with a covering letter or note.
We will try our best to resolve any problem you have as it is in our interest to keep all our customers satisfied.
New items returned due to incorrect item received
If we have sent you an item which is different from what is listed on your invoice, we will be happy to make an exchange and pay your postage costs incurred.
Goods must be returned within 28 days of receipt.
Goods must be returned along with the original packaging where possible.
Goods must be in a new condition as received.
You will have to pay the post office to return the goods but we will refund these costs to your card or arrange pickup on larger items.
Please use the 2nd Class Royal Mail recorded service for return of items so that all returned parcels must be signed for once they arrive.
Goods must be accompanied with a covering letter or note.
All returns should be made to the following address at your cost
Silvermans Ltd.
422-426 Mile End Road
Mile End
London
E1 4PE
Royal Mail parcel collection
Customers in the UK can use Royal Mail's parcel collection service to send items back to us without needing to visit a post office. See the following link for more information:
https://send.royalmail.com/
