FAQ's

Payments

How can I pay in the SILK webshop?

We accept following payment methods:

Internet banking via iDEAL
PayPal
Credit cards Visa & Mastercard
Bancontact / Mister Cash
Sofort Banking / Giropay
Bank transfer

We strive at providing our customers with an optimal mix of payment methods. Our partner for handling payments is Buckaroo (www.buckaroo.nl). Reliability is the most important aspect in online transactions. With this in mind, Buckaroo uses the most modern security and encryption tools. In this way you are protected against online fraud. In practice, therefore, an online purchase by credit card is statistically safer than buying in a store, by telephone or fax. Within the Buckaroo payment environment it is indicated that you pay to SILK JEWELERY B.V.

iDEAL (INTERNET BANKING):
SILK offers customers the opportunity to pay with IDEAL. This payment method is simple, fast and safe. IDEAL is used in a secure payment environment. iDEAL offers a number of advantages compared to other payment methods:
iDEAL is payment via internet banking so familiar, safe and easy

iDEAL is supported by the big Dutch banks
You can pay directly with iDEAL. You do not need to create an account or register
With iDEAL you keep constant control and overview of your payment, the iDEAL payment is processed immediately and visible in your own account overview.

How does iDEAL work? At the checkout of the order you can indicate that you want to pay with iDEAL. You will then be directed to your own bank where the payment order is ready for you. Your bank will then ask you to enter a number of data and to authorize the payment. The amount will be directly debited from your payment account and we will be informed that the order has been paid. We can then immediately ship your ordered product(s).

PAYPAL:
You can also pay in our webshop via PayPal. Simple, fast and secure.
If you are a PayPal account holder, you can directly transfer online payments to our PayPal account. Your payment is then authorized online, so you know immediately whether or not the payment is approved. Don’t you have a PayPal account yet? Then you must register yourself first on www.paypal.nl before you can do PayPal payments.

MASTERCARD & VISA (CREDIT CARDS):
You can also pay with a VISA and Mastercard in our webshop. Through our payment platform you can pay in a secure environment with your Visa or Mastercard credit card. The simplest way to shop online: easy, fast and reliable. When you choose to pay with the credit card, we ask you to enter the following data:

Credit card number / Expiration date (month/ year) / CVC-code (verification code) / Name cardholder

Once these data have been entered, click on the "Send" button and your order will be transferred to our system. You will see a confirmation of your order on our webshop as well as an email confirming your order. Your credit card will be charged at the time of delivery.

Only the bank has access to your credit card data. During the transaction, Buckaroo checks the card number, verification code and address. We then receive an electronic message from Buckaroo whether the order can be executed. If this is the case, we will receive the following data:

Name/ Address / Phone number / Ordered item(s)

This information will of course also be treated confidentially by us.

BANK TRANSFER:
You can also transfer your payment to ABN AMRO bank account number: NL08ABNA0438597265 in the name of: SILK Jewellery B.V. Do not forget to mention your name and order number. Additional data for foreign payments: IBAN: NL08ABNA0438597265 / BIC: ABNANL2A

BANCONTACT / MISTER CASH (ONLINE BANKING BELGIUM)
With Bancontact / Mister Cash you can pay for the purchase immediately, if you have a Belgian bank account and you are affiliated with Bancontact / Mister Cash. You can pay with a Bancontact / Mister Cash card and card reader from the following banks: AXA Bank, BNP Paribas Fortis, CBC, Dexia, Fintro, ING, KBC, Record Bank, VDK Spaarbank.

The advantages of Bancontact / Mister Cash:

Pay safely in the secure environment of your own bank
Payment is effected immediately and you pay for the purchase immediately.
No additional software is required to use this payment method.
All major banks in Belgium are connected.

PAYMENT AFTER DELIVERY
At this moment, it’s not possible to pay afterwards in our webshop.

We ship your order immediately after receipt of the total amount in our bank account. If you have additional questions about payments, email us: info@silkjewellery.nl and we will get back to you as soon as we can!

How can I pay via iDeal?

SILK offers customers the opportunity to pay with IDEAL. This payment method is simple, fast and safe. You can pay directly with iDEAL. You do not need to create an account or register. At the checkout of the order you can indicate that you want to pay with iDEAL. You will then be directed to your own bank where the payment order is ready for you. Your bank will then ask you to enter a number of data and to authorize the payment. The amount will be directly debited from your payment account and we will be informed that the order has been paid. We can then immediately ship your ordered product(s).

Can I pay afterwards in the webshop?

At this moment, it’s not possible to pay afterwards in our webshop.We ship your order immediately after receipt of the total amount in our bank account.

Can I also pay with a credit card?

SILK offers customers the possibility to pay with a Visa or Mastercard. Through our payment platform you can pay in a secure environment with your Visa or Mastercard credit card. The simplest way to shop online: easy, fast and reliable. When you choose to pay with the credit card, we ask you to enter the following data:

Credit card number / Expiration date (month/ year) / CVC-code (verification code) / Name cardholder

Once these data have been entered, click on the "Send" button and your order will be transferred to our system. You will see a confirmation of your order on our webshop as well as an email confirming your order. Your credit card will be charged at the time of delivery.

Only the bank has access to your credit card data. During the transaction, Buckaroo checks the card number, verification code and address. We then receive an electronic message from Buckaroo whether the order can be executed. If this is the case, we will receive the following data:

Name/ Address / Phone number / Ordered item(s)

This information will of course also be treated confidentially by us.

General

Do you also sell gift cards?

Yes, these are available and can be found in our webshop: www.silkjewellery.nl/giftcard

Is it safe to shop on silkjewellery.nl?

Shopping in our webshop is extremely safe. You can see in the browser that you are in a secure environment.

How can I pay with a discount code?

When you have received a discount code, you can enter it at "discount code" when placing your order before you pay.

Where can I turn to with a complaint?

Should you unexpectedly have a complaint, you can mail it to info@silkjewellery.nl. We then try to deal with this as quickly and properly as possible.

Order process

How can I place an order?

Ordering a piece of jewellery from SILK is easy, safe and fast. Follow the steps below to place an order.

Step 1: Select the item of your choice from one of the selected filters on the homepage. Then select the right size and click on the red button "add to shopping cart". You will then receive a notification that the item has been successfully added to your shopping cart. From here, you can either go to the shopping cart to check your selection or continue shopping in the webshop. If you choose to continue shopping, retake it from step 1.

Step 2: When you have finished shopping, go to the shopping cart to order the selected item. If you are on the shopping cart page, you can click the order button to pay for the relevant item.

Step 3: Once you clicked the checkout button, you can either create a new account or log in by entering your email address and password. If you want to create a new account, enter your billing address completely. Then tick 'my shipping address is the same as the billing address' if this is the case. Now you can select the preferred payment method. You can select from: iDEAL, Paypal, cash on delivery or bank transfer. If you have any comments, you can enter them in the 'comments' box if you wish. Then, if desired, tick "I would like to receive the SILK newsletter" and "I agree with the general terms and conditions". Finally, click the complete order button.

Step 4: In the last step, you will arrive at the payment page where you click the payment button. Then you pay with the selected secure payment method as you usually do.

What happens with my order once I placed it?

Your order will only be processed after your payment has been received by SILK. When you are a new customer with us you will receive a registration email, confirmation email of the order and an email when the order has been shipped. As soon as payment has been received, we will immediately work on a correct and fast processing of the order so that you can receive your order as soon as possible. Your package will be packed as carefully as possible. You will receive a track and trace code via DHL to be able to track and trace your package.

Do I receive a confirmation of my order?

You will immediately receive a confirmation email of your order once we received your payment. Always check whether your order, invoice address and delivery address are correct. If this is not the case, please contact the SILK customer service as soon as possible.

How do I know if the payment was successful when I order an item in the webshop?

Your payment has been successful once you receive a confirmation email of your order. In case you have paid but did not receive this confirmation email, please contact the SILK customer service as soon as possible.

What can I do if I have problems while paying?

If you experience any problems while paying, please close the browser completely and try placing your order again. If you continue to experience problems, please contact SILK Customer Service as soon as possible.

What can I do if the product I want to order is sold out online?

If the item you want to order is sold out in our website, you can search the nearest point o f sale in the storefinder to order the item offline from one of our points of sale.

When an item has a discount in the webshop, does this discount also apply to jewellers who sell SILK?

The discount indicated in the webshop also applies to jewellers who sell SILK. It might happen that the discount has been incorrectly implemented in the store so that the price in the store is not correct. The discount could be less or not implemented at all. In this case, the jeweller will always contact SILK to check the price. If the item is indeed discounted like in the webshop, the jeweller may also grant the discount.

Can I also order from abroad?

You can also place orders from abroad. Please check the overview with the shipping costs per country.

Can I cancel an order?

You can cancel your order by sending an email to info@silkjewellery.nl. Once you received an email that your order has been shipped, it’s not longer possible to cancel the order. However, upon receipt you can return the item. The costs for this are borne by the customer.

Can I change an order?

You can change your order by sending an email to info@silkjewellery.nl. Once you received an email that your order has been shopped, you can no longer change the order. However, upon receipt you can return the item. The costs for this are borne by the customer.

Delivery

What if I am not at home when my order is delivered?

When you are not at home when your order is delivered, the package will be delivered to your neighbours. If you do not want the package to be delivered to the neighbours, it will be offered again afterwards. If you are still not at home, it will be delivered at a DHL service point. You will receive a pick-up notice in your letterbox so that you can pick up the parcel at a moment that suits you. Please check the information at 'ordering & delivery' for further details.

Can I have a package delivered to a different address in the Netherlands?

You can have your package delivered to any address in the Netherlands. Please check the information at 'ordering & delivery' for further details.

What is the delivery time of an order in the webshop?

The delivery time of an order in the webshop is two to three working days.

Is it possible to track the shipment of my order?

You can track the shipment of your order using the DHL track and trace code. As soon as the package has been shipped you will receive an email with a track and trace code. Please check the information at 'ordering & delivery' for further details.

What can I do when my order is not correct?

If your order is not correct, please notify us as soon as possible by sending an email to info@silkjewellery.nl. Make sure that you mention the order number, your name, the name of the item and the size in the email so that we can assist you as soon as possible.

Can my order be shipped in a gift wrap?

If you indicate when placing your order that you would like to receive the piece of jewellery in a beautiful gift wrap, we will take care that the jewellery will be nicely wrapped in a SILK gift wrap.

Return

Can I return a piece of jewellery that I bought in the webshop?

You can only return a piece of jewellery purchased in the webshop to the SILK head office. These costs are borne by the customer. Items purchased from the points of sale may be returned to the respective points of sale who will then provide a replacement piece, a repair or a refund. Please check returns and exchanges for further details.

Are there any charges for returning an item that has been purchased in the webshop?

Charges for returning an item are for your own account. We recommend returning the items by registered mail so that you always have a shipping confirmation and track and trace code. Please check returns and exchanges for further details.

Where can I return an item purchased in the webshop?

You can return the item to the head office in Hedel. Address: Veldweg 6k, 5321 JE, Hedel. Please check returns and exchanges for further details.

What are the return conditions of the SILK webshop?

The return conditions of the webshop are that the pieces of jewellery must be undamaged. Unfortunately we cannot take back damaged items. The pieces of jewellery undergo extensive quality checks and will of course be sent to you undamaged. Please always fill out the supplied return form so that we can process your return easily and quickly. Please check returns and exchanges for further details.

Account

How do I create an account in the SILK webshop?

You can create an account by clicking on my account www.silkjewellery.nl/login and clicking “create new account” once there. The steps are then self-explanatory.

I have forgotten my password for my SILK account. What should I do?

p> You can ask for a new password by clicking 'forgot password' at 'login'. Here you can enter your email address so that a link is sent to your email. Click on this link and create a new password. Log in again with this new password.

How do I log in in the SILK webshop?

You can login in the SILK webshop by clicking on ‘login’ at the top of the page and entering your email address and password there.

Sizes and maintenance

How do I measure my wrist size?

Use a strong piece of rope that you place loosely around your wrist in the way that you think the bracelet should fall. Measure the piece of rope with a ruler. Determine the number of centimetres to determine the size. Please check ‘What is my size’ for further details.

Hoe do I measure my ring size?

To avoid that the ring or bracelet does not fit once you receive it, we recommend that you check your size in advance. There are several methods to determine the correct ring size, in order of accuracy:

- Professional ringmeter: You use a professional ringmeter, the figure on the bottom indicates the ring size.

- Measure an existing ring: If you have a well-fitting ring yourself: measure the diameter of the inside of the ring.

- Ringmeter: You can also make your own ringmeter. To do so, print the strip below at actual size and cut it out. Make a cut at the indicated location and pass the narrow end of the ringmeter through it. Make sure the numbers are visible on the outside and pull the loop until the ringmeter fits well around your finger, tight but comfortable.

- Finger circumference: You measure the finger circumference. Always measure your finger at room temperature. Heat and cold can make your fingers slightly thicker or thinner. See ‘measuring sizes’ for further details.

How do I maintain my pieces of jewellery?

Following tips will help ensure that you enjoy wearing your SILK jewellery piece for many years:
- Avoid contact with cleaning products and make-up.
- Do not wear the piece of jewellery while showering, exercising or sleeping.
- Do not spray perfume on the piece of jewellery.
- Regularly polish the piece of jewellery with a silver cloth.
- When you are not wearing the piece of jewellery, store it in the SILK Jewellery box to prevent it from damaging.

Can I contact SILK for repairs of the pieces of jewellery?

For minor repairs, you can return the jewellery to the SILK head office. For jewellery purchased from dealers, we recommend that you return it to the respective dealer.

Where can I see the brochure with the new collection?

You can request a free brochure by sending an email to marcom@silkjewellery.nl. In addition, our brochures are also available free of charge from our official points of sale.