Frequently Asked Questions

 

We hope you will find all of the information you need below however if you have any further queries or require any assistance at all please email [email protected] or call +44 (0)1840250425

    Has my order been successful?

    You will receive an automated Order Confirmation email from us which will include your order number.

    If you do not receive this email within a few minutes of completing payment, please check your Junk/Spam folders.  

    If you have any queries, please email [email protected]

     

    When will my order be dispatched?

    We aim to dispatch all orders as swiftly as possible and orders placed before 12 noon Monday to Friday are usually dispatched the same day.  

    Orders placed after 12 noon will be dispatched the next working day.

     

    Can I track delivery and how long will it take?

    Once you order has been dispatched you will receive an email with details of the delivery service used and tracking number, if applicable.

    The majority of our orders are sent using Royal Mail.  Orders for delivery outside of the UK will be sent initially with Royal Mail who will then hand the parcel to your local public service postal company for delivery.

    Delivery times vary, however as a guide we say that:

    UK Standard delivery - 2-5 working days.

    UK Next Day delivery - delivered by 1pm the following day for orders placed before 12 noon Monday to Thursday.

    Non-UK - we use tracked delivery services which usually arrive in around 7-10 working days, dependent on local delivery constraints and Customs processes.

     

    Will there be lots of packaging?

    No.  As a responsible retailer we aim to use the least amount of packaging possible with just a postcard and returns form added.

    All of our pieces are individually packaged into re-usable Organza Bags and contain a small, fully recyclable insert showing the full product details. 

    We dispatch all orders in FSC certified bubble envelopes which can be easily separated for recycling. 

    Yoga Rug Mats are wrapped in fully recyclable brown paper.

     

    Will I have to pay any additional taxes?

    Deliveries to Non-UK destinations may be subject to local customs/duty charges and VAT payable prior to delivery. 

    For deliveries within the EU we offer a no-quibble refund of import duty charges.  Just email the details to [email protected] and we will organise an immediate refund.

     

    Which payment types do you accept?

    We accept payment by Visa, Visa Debit, MasterCard, Mastercard Debit, Maestro and Paypal.  

    We do not accept American Express or Amex.

     

    My payment has failed, what should I do?

    Most failed payments are due to the incorrect card type being selected or the final payment step not being fully completed.

    If your first attempt fails, we recommend that you try to make payment again.  If you are still encountering issues, please contact our Customer Service team [email protected] or +44 (0)1840250425 for assistance.

    Please note that in some Non-UK countries you may need to select Visa Debit if you are using a Visa card that is directly linked to your bank account.

     

    How do I care for Holistic Silk items?

    Caring for Silk products is far easier than you may think, with many Silks being fully machine washable. 

    We have a comprehensive care guide for our products which can be found here

     

    What is the difference between your sleep masks?

    We offer a variety of different sleep masks so there is something for everyone.  The majority come with two soft Velvet ties for the perfect, personalised fit.  But there are a selection available with one elasticated Velvet ribbon for those that prefer.

    Our largest collection is our Pure Silk Lavender Eye Mask with Satin Silk on both front and back, made in a selection of printed and plain Silks.

    Our Velvet Lined collection is made using either Silk Velvet or Silk Brocade on the front and Cotton Velvet on the reverse.

    Our Eco Collection uses our archive Brocades but with Satin Silk on the reverse.

    Whilst our Eye Masks are extremely generous in size to block out all light, for those who want to go mega-sized, we also stock our Super-Sized Pure Silk Eye Mask for that extra extension across the brow.

    For those who do not get along with Lavender we also offer a selection of Unscented Eye Masks.

     

    Is Holistic Silk ethically made?

    Our products are made in short runs adhering to Fair Trade principles, mainly in partnership with with an Indian NGO, The Help Foundation.

    The Help Foundation directly supports communities and individuals offering health drives, educational services and food distribution.  They also work to educate and train adults so they can obtain employment, with a particular focus on female start-up businesses, assisting both practically and financially.

    We have close relationships with all of our reputable suppliers and manufactuers who adhere to high employment, health & safety and production standards.

     

    Are your products Vegan?

    Many of our products are Vegan friendly, including our full range of Yoga Rug Mats, selected Massaging Slippers and Velvet Lined Eye Masks. 

    Our Customer Service team can supply a list of current Vegan friendly products at any time – just email [email protected] for details.

     

    Why do you use Lavender?

    Lavender not only emits a lovely aroma but it is known to help aid relaxation and promote good sleep. 

    By calming our central nervous system it helps us sleep longer and better, so we use it to bring an extra level of relaxation to our pieces.

     

    What is the difference between your Silks?

    We use Mulberry Silk or Dupion Silk in our pieces. 

    Mulberry Silk is woven from longer Silk fibres to create a friction-free mirror smooth finish, ideal for protecting hair and skin.  At a weight of 22 momme this Silk is luxuriously soft and light, whilst being robust enough to withstand daily use and regular washing.

    Dupion Silk is a more textured Silk, tightly woven with varied threads to create a highly lustrous finish and a more structured fabric.  It is recommended that Dupion Silk is surface cleaned only.

    For a more detailed explanation of our Silks please click here.

     

    Are your products recyclable?

    Most of our pieces can be easily separated and recycled along with other textiles in local recycling facilities but we are of course happy to do this on your behalf through our Take Back Scheme which gives you a 20% discount on a replacement item.

    Please click here for full details of this scheme and how to participate. 

     

    Can I return or exchange a product?

    All non-sale items purchased via our website, except for our Face Coverings, can be returned for exchange or refund if returned in perfect condition and in their original packaging. 

    All goods must be returned to us by recorded delivery within 21 days of your order. 

    After 21 days and up to 30 days after ordering we offer an exchange of goods to the same value of the original purchase. 

    Please note that sale items are not returnable. 

     

    I need more help

    If you purchased a product directly from us please contact us either via email [email protected] or call +44(0)1840 250425 and we will work with you to find the best resolution to any problem or concern you may have. 

    If you purchased your product elsewhere, please contact the retailer in the first instance.

    Customer feedback is vital to our continued success and we welcome any contact with our customers both positive and negative, so please do not hesitate to get in touch.

     

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