Help & FAQs
Welcome to Jasmine Silk's FAQ's and help page! Here you'll find the answers to some of our most asked question. Still can't find quite what you’re looking for, or have something we should know? Send us an email, we're happy to help.
How do I know my order has been placed?
When your order has gone through, you’ll see the following message:
"Thank you--we have received your order".
Shortly after, you'll receive an email from us to confirm your order.
Is your website secure?
Yes, we use the latest secure technology and advanced encryption to make sure your order is completely safe. You can buy from Jasmine Silk with complete confidence.
We also protect your personal details and never pass on your email address or postal address to anyone else.
Plus, you have the additional protection of our 7-Day Money Back Guarantee. If you’re not happy with your goods, simply return them unused in original packaging for a full refund.
Why has my credit/debit card been declined?
We’re sorry to hear that your card wasn’t accepted. Unfortunately, only the organisation that issued your card can tell you why it has been declined. We recommend you check your card’s expiry date to make sure it is still valid, and if it is, contact your card issuer find out why it was declined. If you want to try again with a different card, go back to your order and enter your card details again: Simply click on ‘Your Account’ at the top of any page, sign in with your email address and password. Your goods will still be stored in your basked, so all you must do is enter the new card details.
Where is my order?
It’s easy to find out where your Jasmine Silk order is. Simply click on ‘Your Account’ at the top of any page, sign in, and go to ‘Order History’. This will show you whether your order has been dispatched or is still waiting to be sent.
If you can’t find your order on our system, it may be that you didn’t place it successfully. Click ‘View Basked’ at the top of any page to see if your goods are still there. If they are, click ‘Proceed to Checkout’ and place your order.
Are Jasmine Silk pillowcases made from real silk?
Yes, we truly care about quality at Jasmine Silk and that’s why we use the highest grade (6A) long fibre mulberry silk to produce our products. We offer both 19 and 22 Momme Silk for our pillowcases and bed linen. We also hold a Oeko-Tex Standard 100 certification to ensure no harsh or toxic chemicals are used during our manufacturing process.
What is Momme?
It is important to know what Momme is when buying silk products. Momme is the measurement we weigh silk in so the higher the Momme count the better-quality silk. We always recommend 19 or 22 Momme as this will ensure you’re getting aa great quality silk the will be long lasting.
How long does delivery take?
We dispatch all orders within 1-2 business days with Royal Mail or DPD, delivery time will depend on the shipping country and address. All UK orders will be delivered within 2-3 days and international orders can take up to 2 weeks.
Do I have to pay international taxes and duties when shipping to EU?
All shipments into the EU include VAT and Duty in the final price at checkout and will be shipped with all duties, taxes and charges paid.
What is the cut off time for next day delivery?
All orders placed with next day delivery must be ordered before 2:00pm Monday-Thursday to receive next day. Orders placed on Friday after 2pm, Saturday and Sunday will be dispatched on the next working day.
Where do I enter my discount code?
Once you have added all items you would like to purchase to your basket, got to the checkout. On the right-hand side, under the order summary you will see a box that you can enter your discount code into. Once this has been entered, click ‘Apply’ and this will take the discount off your total.
My question hasn't been answered, how do i contact you for more information?
Please send us an email or call us on 01784477488.
