Frequently Asked Questions

Where do you deliver orders?

We currently deliver orders to all addresses in the United Kingdom.

How can I track my order?

Once your order is confirmed, you will receive an email with your order number. To track your shipment, visit the Order Tracking page and enter your order number or email address.

Where can I place an order?

We currently only accept orders from the United Kingdom.

What is the order processing time?

Orders are processed within 1-2 business days (Monday to Friday) if placed before 10:00 PM (GMT+01:00).

How long does delivery take?

After shipping, delivery typically takes 2–9 business days, depending on your location in the United Kingdom. We ship Monday through Friday.

How much does delivery cost?

Shipping is completely free — no hidden fees. For more details, see our Shipping Policy.

What is your returns policy?

You have 30 days from receiving your order to return it.

Return shipping costs are covered by the buyer.

Refunds are processed to the original payment method. For the full policy, please see our Returns Policy.

Are there any exceptions to returns?

Yes, a partial refund may be granted if the product:

  • Shows signs of use

  • Is not in its original condition

  • Is damaged or incomplete (not our fault)

Check the details: Returns Policy

Can I exchange the product?

Yes! We're happy to help you exchange for a different size, color, or model. Just contact us and we’ll explain everything.

Do you offer return labels?

No, we do not currently offer pre-made return labels. Customers are responsible for organizing and paying for return shipping.

When will I receive my refund?

Once your return is approved, we will process your refund within a maximum of 5 business days.

Can I return a product without contacting you first?

Please wait for confirmation and instructions before returning your package. Unauthorized returns are sent at your own risk.

I have a problem with my order - how do I contact you?

We’d be happy to help! Visit our Contact Us page and we’ll respond within 24 hours.

Contact Information

Store name: Silk & Ash
Address: Rendementsweg 20 A, 3641SL, Mijdrecht, The Netherlands
Email us: info@silkandash.co.uk
Send us an SMS: +31 6 17309128

Opening Hours:
Monday - Friday: 08:00 - 18:00
Saturday and Sunday: 10:00 - 16:00

Prefer to contact us online?
Use our contact form — we typically respond within 24 hours.