Frequently Asked Questions
About Our Company
Who is Herbert Accessory?
Herbert Accessory is the trading name of Silkon Global Ltd, a UK-registered company specializing in premium
silk scarves. We’re based in the UK and work with specialized silk manufacturers in China to bring you
authentic, high-quality silk products at competitive prices.
Are you a legitimate UK business?
Yes! We are Silkon Global Ltd, registered in England and Wales:
Company Number: 15248667
Registered Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
VAT Number: 507193692
Why do you ship from China?
We’re transparent about our business model. Our products are manufactured in China (the world’s leading silk
production region), and direct shipping from our manufacturing partners allows us to:
Maintain competitive prices
Ensure the highest quality standards
Eliminate warehouse storage costs
Pass savings directly to you
We maintain UK-based customer service and comply with all UK consumer protection laws.
Products
What materials are your scarves made from?
We offer two premium collections:
Pure Silk Collection: All our pure silk scarves are made from 100% genuine mulberry silk (Grade 6A). This is
the highest quality silk, known for its:
Luxurious softness
Natural sheen
Durability
Hypoallergenic properties
Silk & Wool Blend Collection: Our silk and wool blend scarves combine the best of both natural fibers:
Premium mulberry silk blended with fine wool
Lightweight warmth for cooler weather
Exceptional softness and comfort
Breathable and skin-friendly
Enhanced elasticity and moisture absorption
Perfect for autumn and winter wear
Both collections feature authentic natural materials, expert craftsmanship, and our commitment to quality.
How do I verify the silk is authentic?
Authentic silk has distinct characteristics:
Touch Test: Smooth, cool to touch, warms quickly against skin
Lustre Test: Natural sheen, not overly shiny
Burn Test: Burns slowly, smells like burning hair (we don’t recommend this!)
Ring Test: Real silk can pass through a wedding ring due to its fine texture
We stand behind the authenticity of all our silk products and offer a 14-day satisfaction guarantee.
What sizes do you offer?
Our scarves come in a variety of sizes and shapes to suit different styling needs:
Square scarves – Available in small, medium, and large sizes
Rectangular scarves – Perfect for wrapping and draping
Triangle scarves – Versatile styling options
Specific dimensions are listed on each product page. All measurements are approximate and may vary slightly
due to the handcrafted nature of our scarves.
How do I care for my silk scarf?
Best Practices:
Hand wash in cold water with gentle detergent
Or dry clean for best results
Never wring or twist
Air dry flat away from direct sunlightIron on low heat (silk setting) while slightly damp
Store folded in a breathable bag
See our Care Guide for detailed instructions.
Do colors look the same as in photos?
We photograph our products professionally and display colours as accurately as possible. However:
Screen settings vary
Lighting affects appearance
Slight variations may occur
We provide detailed descriptions and multiple images to help you choose confidently.
Ordering
How do I place an order?
- Browse our collection
- Select your desired scarf(s)
- Add to cart
- Proceed to checkout
- Enter shipping and payment information
- Review and confirm your order
You’ll receive an immediate confirmation email.
What payment methods do you accept?
We accept:
Visa, Mastercard, Amex
PayPal
Apple Pay
Google Pay
All payments are processed securely through encrypted, PCI-DSS compliant systems.
Is it safe to enter my credit card information?
Absolutely. We use industry-standard SSL encryption and never store your complete card details. All paymentprocessing is handled by certified, secure payment providers (Stripe/PayPal).
Can I modify my order after placing it?
Contact us immediately at support@herbertaccessory.site if you need to modify or cancel an order. We’ll do our
best to accommodate changes, but once an order is dispatched, we cannot modify it.
Do you offer gift wrapping?
Standard Packaging (FREE): All orders come securely packaged in protective bubble envelopes at no extra
cost.
Premium Gift Box (Additional fee):
Elegant cardboard gift box
Beautiful ribbon wrapping
Perfect for special occasions
Available upon request
Complimentary Gift Card: Add a personalized message with your order – completely free!
To request premium gift wrapping, please mention it during checkout or contact us at
support@herbertaccessory.site with your order number.
Can I purchase gift cards?
Gift cards are coming soon! In the meantime, contact us at Aurora@herbertaccessory.site for gift
recommendations and we can help you choose the perfect silk scarf for your recipient.
Shipping & Delivery
How long does shipping take?
UK Delivery:
Standard: 5-10 business days (most arrive within 7 days)
Express: 4-7 business days
International:
Europe: 8-15 business days
USA: 8-15 business days
Other: 10-20 business days
Processing time: 1-2 business days before shipping.
Why does delivery take so long?
Actually, our delivery is quite fast! Our products ship directly from our manufacturing partners in China using
express logistics. Most UK orders arrive within 7 days (5-10 business days range).
This allows us to offer premium silk at accessible prices. While not as fast as Amazon Prime, it’s comparable to
many UK online retailers and much faster than standard international shipping.
How much is shipping?
UK:
FREE on orders over £50
£4.95 for orders under £50
Express shipping: £12.95
International: Varies by destination (calculated at checkout)
Do you ship internationally?
Yes! We ship to most countries. International customers should note:
Longer delivery times
Possible customs duties/taxes (customer responsibility outside UK)
Tracking provided for all orders
How do I track my order?
You’ll receive a tracking number via email when your order ships. You can:
Click the tracking link in the email
Visit our tracking page and enter your number
Track directly with the courier
Tracking updates within 24-48 hours of shipping.
What if my order doesn’t arrive?
If your order hasn’t arrived within the estimated timeframe:
Days 1-10: Normal delivery window – track your order
Days 11-14: Contact us at Aurora@herbertaccessory.site to investigate
After Day 15: We’ll issue a full refund or resend at no cost
We’re here to ensure you receive your order!
Do I have to pay customs duties?
UK Orders: No additional fees – all duties and VAT included in your price
International Orders: You may be responsible for customs duties, taxes, or import fees in your country. We
declare accurate values as legally required.
Returns & Refunds
Can I return my order?
Yes! Under UK Consumer Contracts Regulations:
You have 14 days from receipt to return
Items must be unused, in original condition
Full refund for eligible returns
See our Returns Policy for complete details.
How do I return an item?
- Contact support@herbertaccessory.site within 14 days
- Include order number and reason for return
- Receive Return Authorization (RA) number
- Ship item back to provided address: Herbert Accessory Returns
69 St Benets Road
Stalham, Norfolk
NR12 9DW, United Kingdom
- Refund processed upon receipt
Who pays for return shipping?
Change of mind: Customer pays return shipping
Faulty/incorrect items: We cover all costs
We recommend tracked, insured shipping for returns.
How long do refunds take?
We inspect returns within 2-3 business days
Refund issued within 14 days of receiving return
Funds appear in your account 5-10 business days after refund is issued (card dependent)
What if I receive a damaged or incorrect item?
Contact us immediately (within 48 hours):
Email: support@herbertaccessory.site
Include photos of the issue
We’ll arrange replacement or full refund
We cover all return costs
Can I exchange an item?
We don’t offer direct exchanges. To exchange:
- Return your original item for a refund
- Place a new order for the desired item
- Once your return is processed, you’ll receive your refund
Account & Privacy
Do I need an account to order?
No, you can checkout as a guest. However, creating an account allows you to:
Track orders easily
Save addresses for faster checkout
View order history
Receive exclusive offers
How is my personal information protected?
We comply with UK GDPR and Data Protection Act 2018. Your information is:
Encrypted and securely stored
Never sold to third parties
Only shared with service providers necessary for order fulfillment
Protected by industry-standard security measures
See our Privacy Policy for full details.
How do I delete my account?
Email support@herbertaccessory.site with your request. We’ll process it within 30 days (subject to legalretention requirements for past orders).
How do I unsubscribe from marketing emails?
Click “unsubscribe” at the bottom of any marketing email, or contact support@herbertaccessory.site.
Quality & Authenticity
How do you ensure quality?
Every scarf undergoes:
Material verification (authentic mulberry silk testing)
Pre-shipping quality inspection
Proper packaging to prevent damage
Insurance coverage during transit
What if I’m not satisfied with the quality?
We stand behind our products. If you’re unsatisfied:
Contact us within 14 days at support@herbertaccessory.site
Explain the issue
We’ll work with you to resolve it (replacement, refund, or partial refund)
Your satisfaction is our priority!
Do you offer warranties?
All products carry:
Satisfaction guarantee (14-day return window)
Manufacturing defect warranty
Compliance with UK consumer rights legislation
Customer Service
How do I contact customer service?
Email: Aurora@herbertaccessory.site (24-hour response time)
Phone: +44 07591 225895 (Mon-Fri, 9 AM – 5 PM GMT)
See our Contact Page for more information.
What are your business hours?Customer Service: Monday-Friday: 9:00 AM – 5:00 PM GMT
Closed weekends and UK Bank Holidays
Email support available 24/7 – we respond within 24 hours on business days.
I have a complaint. What should I do?
- Email: Aurora@herbertaccessory.site
- Include order number and detailed explanation
- We’ll investigate and respond within 7 business days
- We aim for fair, prompt resolution
If unresolved, you may contact Citizens Advice or Trading Standards.
Still Have Questions?
Can’t find what you’re looking for?
Contact us: support@herbertaccessory.site
Phone: +44 07591 225895
We’re happy to help!
Last Updated: November 2025
Silkon Global Ltd – Trading as Herbert Accessory
Company Number: 15248667