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 Registration: Application in progress

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!)
Certificate: We provide authenticity certificates upon request

What sizes do you offer?

We offer various sizes:

Small Square: 50cm x 50cm (19.7″ x 19.7″)
Medium Square: 70cm x 70cm (27.5″ x 27.5″)
Large Square: 90cm x 90cm (35.4″ x 35.4″)
Rectangle: 180cm x 90cm (70.9″ x 35.4″)

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 sunlight
Iron 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 payment processing 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?

Our products arrive in elegant packaging suitable for gifting. For special gift wrapping requests, please contact us and we’ll do our best to accommodate.

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?

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 legal retention 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 2024
Silkon Global Ltd – Trading as Herbert Accessory
Company Number: 15248667