Welcome to our Help Site, if you still can’t find the answer for your question, feel free to send us email to info@silkeway.co.uk

ORDERING AND PAYMENT

How can I order?

You can order easily using our online platform. When you find a product you need, you can add it to cart, login and go through the ordering process. After the order is ready, you will receive order summary to your email. Order summary will also be stored to your account.

What information should I input when ordering? 

Our online ordering system will ask for all the important information you should submit. 

When will my order be shipped?

All orders will be shipped within 1-2 business days from the date of your order confirmation.

How can I track my order?

Log in to your account and go to ‘My Orders’. Click on ‘View Order’ then ‘Track My Order’. If you don’t have an account with us or have not received an order confirmation please email to info@silkeway.co.uk with your order number, last name and address and postal code.

What payment methods can I use? 

You can use all the major credit cards.

Is VAT charged? 

All prices shown on the website are inclusive of any applicable UK VAT. This means that the total price you pay us for products is always the same, regardless of whether or not UK VAT is chargeable on the sale.

What should I do if the payment has been declined? 

If you order has been declined at Checkout, it may be due to insufficient funds on your account or spending limits placed by your bank. In this instance, contact your card provider for further information about this transaction. If your order has not cleared our security check, we may decline payment for secure purchasing reasons. For further assistance with declined payments, please send us email to info@silkeway.co.uk

How can I change delivery address?

Sign in to your account and go to “my account”. On “my account” you can change all your contact information.

What are the delivery charges?

We offer free shipping delivery for orders over £20 within United Kingdom. You can see the shipping fees on the checkout process before the payment is made or please read delivery information at the bottom of main page.

Can I cancel my order?
If you want to cancel your order, please do so as soon as possible, before we dispatch your products. If we have already processed your order, you need to contact us and return the product. Please read our terms and conditions and our return & exchange policy.

Do you have the product in stock?

All the products which are shown on our site are available. Order lead time depends on the products and quantities.

How to contact customer service?

If you have question regarding our online store (ordering, account questions, technical questions), please contact info@silkeway.co.uk  

Can I return a product?

If you want to return a product, please ready our return & exchange policy and contact at info@silkeway.co.uk 

YOUR ACCOUNT

How can I retrieve my password?

You can retrieve your password by clicking “forgot password?”. Instruction on password retrieval will be send to your email.

How do I change my personal details or email address?

You can easily change all your information on your account.  

Security

Our web store is secured and this means the information you input is encrypted and it will not be available for third parties.

DELIVERY

Can I track my order?

We will send you the tracking code of the shipment when the parcel has been sent.

Shipping time and cost?

Shipping time will be confirmed on the order confirmation document. Shipping costs are dependent on your location and products on your order. Our online store shows the shipping fee and shipping cost automatically on the checkout. As well please our delivery information at the bottom of main page.

Changing the shipping address?

You can easily change your shipping address on your account. You just need to login and click “my account” and “edit”.  You can also change the shipping address during the checkout process if you need. Just click “edit” below “shipping address”.