TERMS & CONDITIONS

All terms and conditions along with policies, documents and further information found throughout this website and referred to in these terms and conditions explain the legal terms that apply to your use of our website http://www.zilver.com, any of its sub-domains and any other websites operated by uszor on our behalf. This includes any applications developed by us or on our behalf and other services that we may provide.

ZILVER is a trading name of Revloz Limited, a company registered in England under registration number 0645922. Our VAT number: GB 263 8017 06. Our registered address: Avro House, Havelock Terrace, London, SW8 4AS, UK. We create and operate the website.

These terms and conditions apply to all use of the website and any orders for products which are being viewed and delivered respectively within and beyond the UK and Europe.

Before you use this website or place an order, if you have any questions relating to these terms and conditions, please contact our Customer Care team by email on customercare@zilver.com or phone on +44 (0)2077238167. Please note that our Customer Care team is only available to respond to queries Monday-Friday. Queries received after 4pm London time on weekdays, over the weekend and public holidays will be answered the following working day.

Access to this website is granted in accordance with these conditions and any orders placed by you must be placed strictly in agreement with these conditions. By viewing this website and/or placing an order, you are agreeing to the terms and conditions found below.

In order to use the services, you must be over 18 years of age.

By entering personal information on this website, you agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

Any personal data which you are required to provide when you order a product from this website as a customer must be accurate, up to date and complete. It is your responsibility to notify us immediately of any changes to your personal data. This can be done by editing your details on your account.

Continued use of this website or by placing an order of any products found on this website, will be considered as acceptance of these terms and conditions.

If you do not agree with these terms and conditions, it is advised you do not access or use this website.

 

Understanding our Terms and Conditions

Certain words and phrases found in these terms and conditions have specific meanings known as ‘defined terms’. Where a defined term is used, its definition can be found within this document under the sub-title Definitions. Please refer to all listed definitions to assist in the comprehension of this document.

In this document, when there is reference to “we”, “us” or “our”, it is in reference to ZILVER and parent company Revloz Limited. Where it is referred to as “you” or “your”, it regarding the customer and user of the website and its services.

Definitions

Conditions – refers to all policies, terms and conditions found throughout this website

Product – all products displayed for sale on the website

Customer/Consumer/Users/you/your – refers all users of the Website

Personal Data – personal information provided by users of the website

We/us/our – refers to Zilver, www.zilver.com and Revloz Limited, registered address: Avro House, Havelock Terrace, London, SW8 4AS, UK. Registered in England under Company registration number: 0645922. VAT number: GB 263 8017 06.

Website – means the website located at www.zilver.com or any subsequent URL which may replace it and is created after using the ZILVER trademark

Cookies – small text files created by our website which appear on your computer’s hard drive to identify your computer and collate information about your online shopping experience

UK/United Kingdom – refers to England, Wales, Scotland, Northern Ireland and the Channel Islands

The terms and conditions have been given sub-titles to easily locate and process details of the document. At present, we are unable to offer these terms and conditions in any other language besides English. We do not retain copies of any contracts between us and you relating to our services, therefore we recommend that you regularly review these terms and conditions. Please note that we have the right to review and amend these Terms and Conditions without notice to the user and advise that all polices, terms and conditions found on this website are checked with each use and prior to products being purchased to ensure all current terms are understood.

Our Services

The services we offer allow you to purchase ZILVER products from our website and have them delivered to your specified address. All orders are dealt with by a team at ZILVER, providing you with customer care assistance.

Delivery services are provided to you by an elected courier chosen by the team at ZILVER, however you are entering into a contract for delivery services provided by us, and it is our responsibility to deliver in a timely manner. We may make charges for these services which will be shown at checkout and prior to your purchase of any products. All international orders are shipped on a Delivery Duties Unpaid (DDU) basis: these means that you the customer are responsible for the payment of any local taxes or import duties imposed by your local customs authority. We are not able to provide exact costs of these additional taxes or duties as these are enforced by external authorities. Your contract with us is concluded once the product(s) have been delivered to you by the courier and accepted.

ZILVER is responsible in providing all product services to you. We are responsible for any loss or damage you may suffer that is a foreseeable result of our breach of these terms and conditions or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is considered foreseeable if it was an obvious consequence of breach of any our policies or if it was contemplated by you and us at the time you started using the website and its services. We do not exclude or limit our liability for death or personal injury, fraud or fraudulent misrepresentation and any other liability which cannot be limited by law caused by our negligence.

Any content and products shown on the website are described (where applicable) as accurate as possible on the website. If you would like more information about a product or any content featured on the website, please contact customercare@zilver.com. The images of the products on the website are for illustrative purposes only, we attempt to display fit, colour and fabric quality as accurately as possible, however we cannot guarantee that this visual information will display as accurately on your own device.

If you receive an item you have ordered and find it is flawed, you can return it to us. Once the item is received by our team at ZILVER and has passed quality control, you will receive a full refund of the defective product, or alternatively a discount, replacement or repair for the item where possible, agreed on a case by case basis between us and yourself. We will refund you any applicable delivery charges. We do not offer delivery refunds on returns if the product is being returned due to the customer deciding not to keep the product. Defective products must be made known to the team at ZILVER within 48 hours of the product being received by the customer. A lower quality of product as described does not classify as defective, but the customer does retain the right to return the product. Please refer to our Returns Policy for full details.

As a consumer, you have legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms and Conditions will affect these legal rights.

All content and products sold by ZILVER are supplied for your private use only. By purchasing from our website, you agree that you will not use the products or any featured content for any business or commercial purposes; this includes the re-sale of any products. You also agree that you will not transfer products to individuals, countries or territories that feature on the E.U.’s Consolidated Financial Sanctions List. We do not posses any liability to you for any loss of profit, business, or business opportunity should you wish to violate any moral or ethical sanctions imposed by your local authority or government.

Orders

By completing the check-out process and placing an order on www.zilver.com you are entering into a contract with ZILVER and its parent company Revloz Limited. Your order for any product(s) found on this website is subject to these Terms and Conditions. All products are subject to availability. It is under our legal duty to supply you with goods that you have ordered. Legal ownership of the product(s) purchased will pass to you upon your payment being accepted. Risk in the product(s) will remain with ZILVER until it is delivered to you at the address specified when your order is placed. Our contract with you ends, when the order is received and accepted.

To order products you must be over 18 years of age and possess a valid credit or debit card. By placing an order on our website, you are confirming that all details provided are correct and accurate. This includes confirming that you are over 18 years of age, that you are an authorised user of the credit or debit card used to place the order, and that there are sufficient funds in the account to cover the cost of the order.

The website allows you to check your order and correct any errors before completing a purchase. We advise that you read and check your order at each stage of the ordering process as you are responsible for ensuring that the information you provide is accurate (this includes, the correct product(s), quantities, size, colour, etc.). We will not take financial responsibility for a customer receiving any items that they have ordered in error.

When your order is placed, you will receive an email confirming receipt of your order. This email is an acknowledgement for information purposes and does constitute as acceptance of your order. The confirmation email will include a description of the product(s) purchased in the order. If you notice any errors within the confirmation email, please notify via email on customercare@zilver.com or phone on +44 (0)2077238167 immediately for the team to resolve. If you wish to make an amendment to an order, we cannot guarantee that we will be able to make changes if the order has yet to be prepared for dispatch.

At ZILVER we attempt to ensure that all information, descriptions and pricing that appears on the website are accurate to the best of our knowledge. However, there may be instances where errors occur. If we discover an error anywhere on the website including pricing and shipping details of any of the products that are featured, and you have ordered, we will inform you of this as soon as possible and give you the option of reconfirming your order with the correct information or cancelling it. If we are unable to contact you, your order will be treated as cancelled. If you cancel and you have already paid for the product(s), you will receive a full refund as soon as possible.

If you are viewing the website from the UK or a country in the EU, the product prices featured on the website are inclusive of the VAT. Delivery costs are not included in the prices and will be charged in addition subject to your delivery location. The delivery costs include VAT charged by us. Please refer to the Delivery & Shipping section of our website for further details. All shipping costs applicable to your order will be clearly displayed at checkout before you complete your order. It will also feature in your total cost in our order summery. Please be advised, that it will not include any duties or taxes that you may incur by your local customs authorities. We are not liable or responsible for covering these additional charges, we also cannot advise what these total costs may be. To receive your order, you are responsible for these additional payments. If you are concerned by any customs related costs, it is advised to contact your local customs office for further information before placing your order.

Please note that if you return an item, we are not responsible for refunding any taxes or import duties. As these costs are not included in our product prices, you will be responsible for reclaiming duty directly from your local customs office.

When you submit your order, we carry out a standard pre-authorisation check on your payment card. Products will not be dispatched until the details you have provided are verified.

Your payment is considered verified when you receive your order confirmation via email. In the unlikely event that we encounter a problem when processing your order, we will contact you and may possibly request your assistance in providing further information to resolve the issue.

We reserve the right to not accept your order if the product ordered is out of stock, has been withdrawn or is otherwise not available, or if we have discovered you do not adhere to the terms and conditions as stated in this document and any other polices featured on this website.

Delivery

By completing the check-out process and placing an order on www.zilver.com you are entering into a contract with ZILVER and its parent company Revloz Limited. Your order for any product(s) found on this website is subject to these Terms and Conditions. All products are subject to availability. It is under our legal duty to supply you with goods that you have ordered. Legal ownership of the product(s) purchased will pass to you upon your payment being accepted. Risk in the product(s) will remain with ZILVER until it is delivered to you at the address specified when your order is placed. Our contract with you ends, when the order is received and accepted.

To order products you must be over 18 years of age and possess a valid credit or debit card. By placing an order on our website, you are confirming that all details provided are correct and accurate. This includes confirming that you are over 18 years of age, that you are an authorised user of the credit or debit card used to place the order, and that there are sufficient funds in the account to cover the cost of the order.

The website allows you to check your order and correct any errors before completing a purchase. We advise that you read and check your order at each stage of the ordering process as you are responsible for ensuring that the information you provide is accurate (this includes, the correct product(s), quantities, size, colour, etc.). We will not take financial responsibility for a customer receiving any items that they have ordered in error.

When your order is placed, you will receive an email confirming receipt of your order. This email is an acknowledgement for information purposes and does constitute as acceptance of your order. The confirmation email will include a description of the product(s) purchased in the order. If you notice any errors within the confirmation email, please notify via email on customercare@zilver.com or phone on +44 (0)2077238167 immediately for the team to resolve. If you wish to make an amendment to an order, we cannot guarantee that we will be able to make changes if the order has yet to be prepared for dispatch.

At ZILVER we attempt to ensure that all information, descriptions and pricing that appears on the website are accurate to the best of our knowledge. However, there may be instances where errors occur. If we discover an error anywhere on the website including pricing and shipping details of any of the products that are featured, and you have ordered, we will inform you of this as soon as possible and give you the option of reconfirming your order with the correct information or cancelling it. If we are unable to contact you, your order will be treated as cancelled. If you cancel and you have already paid for the product(s), you will receive a full refund as soon as possible.

If you are viewing the website from the UK or a country in the EU, the product prices featured on the website are inclusive of the VAT. Delivery costs are not included in the prices and will be charged in addition subject to your delivery location. The delivery costs include VAT charged by us. Please refer to the Delivery & Shipping section of our website for further details. All shipping costs applicable to your order will be clearly displayed at checkout before you complete your order. It will also feature in your total cost in our order summery. Please be advised, that it will not include any duties or taxes that you may incur by your local customs authorities. We are not liable or responsible for covering these additional charges, we also cannot advise what these total costs may be. To receive your order, you are responsible for these additional payments. If you are concerned by any customs related costs, it is advised to contact your local customs office for further information before placing your order.

Please note that if you return an item, we are not responsible for refunding any taxes or import duties. As these costs are not included in our product prices, you will be responsible for reclaiming duty directly from your local customs office.

When you submit your order, we carry out a standard pre-authorisation check on your payment card. Products will not be dispatched until the details you have provided are verified.

Your payment is considered verified when you receive your order confirmation via email. In the unlikely event that we encounter a problem when processing your order, we will contact you and may possibly request your assistance in providing further information to resolve the issue.

We reserve the right to not accept your order if the product ordered is out of stock, has been withdrawn or is otherwise not available, or if we have discovered you do not adhere to the terms and conditions as stated in this document and any other polices featured on this website. 

Returns

Please refer to our Returns Policy for detailed information on returns, refunds and exchanges. For information on cancelling your order under the CCRs, please see below.

Please note that the team at ZILVER have the right to reject your return of a product at our sole discretion if the returned item(s) does not comply with our returns policy.

Cancelling under the Consumer Contracts Regulations

Depending on where you live, you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCRs”) or equivalent consumer legislation in the EU. This means that during the subsequent mentioned cancellation period, if you change your mind or for any other reason you decide you do not want to keep the purchased product(s), you can notify customercare@zilver.com of your decision to cancel the order. Once the product(s) are returned to the ZILVER team you will receive a full refund, including the original delivery costs however, returns and refunds are subject to the product(s) passing our quality control test allowing suitability for resale.

You may cancel an order at any time before your order is delivered, and up to 14 days afterwards, beginning on the day after you received the product(s). This is known as the cooling-off period.

To cancel an order, you must clearly inform us by emailing customercare@zilver.com

If you cancel part of an order or its entirety during the cooling off period, you must return the product(s) within 14 days after the day on which you notify us of the cancellation and ensure the item(s) complies with the conditions of our Returns Policy.

If you cancel a contract between us within the 14 day cooling-off period, we will process the refund once the item(s) have been received and reviewed for quality control. If the ZILVER team receive notification of returns after the cooling off period, it will be considered at the discretion of the customer team at ZILVER. It does not guarantee returns will be accepted.

Our website – www.zilver.com

This section explains the rules that apply to your use of our website. This includes browsing content and purchasing products. By using the website, you automatically agree to these terms and any other policies found throughout the website. If you do not agree with or cannot comply with any of these terms and policies, it is advised you no longer use the website and leave it immediately.

Access to this website is free of charge. As a consumer of the website, are also responsible for ensuring that all persons who access the website through your internet connection are aware of these Terms and Conditions, and that they comply with them also.

Access to the website does not permit any commercial use of the website or any of its contents. No reproductions or copies of the website can be made for any commercial purposes without the written consent of ZILVER and parent company Revloz Limited.

We at ZILVER and Revloz Limited reserve the right to withdraw or amend the website and its content including all terms, conditions and policies without notice. At times this may restrict access to some or all parts of the website. We do not hold any responsibility or liability to you if the website is not available for any period of time.

When you use the website and/or submit an order, you are communicating with us electronically and you agree with all terms, policies, confirmations and other communications that we send to you electronically to adhere to all legal terms and requirements outlined into this document.

You are not permitted to use the website in any way that causes, or is likely to cause, the website or access to it to be interrupted, damaged or impaired in any way.

You understand that you are responsible for all electronic communications and content sent from your computer to us and you must use the website for lawful purposes only.

You must not use the website for any of the following:

To commit any actions that violates any applicable local, national or international laws or regulations. Act in no way that is fraudulent, unlawful or has such purpose or effect. To send, use or reuse any content that is: illegal, offensive to any persons, abusive, indecent, defamatory, obscene, threatening or menacing. No content from the website can be used, in breach of copyright and trademarks held by Revloz Limited that violate confidence, privacy or any other right, and/or otherwise causes injury to third parties. To use content to create and/or provide objectionable, and/or material which consists of or contains malware, political bias or campaigns, commercial solicitation, or any form of spam mail. To cause harm, irritation, nuisance or anxiety to any person.

Breaching these aforementioned terms would constitute as a criminal offence under the Computer Misuse Act 1990. We, in compliance with any enforceable law or authority, will report any breaches we become aware of to the relevant law enforcement and disclose the identity of those in breach of these terms. If you breach any of the Terms and Conditions within this website, you will compensate us in full against all expenses, liabilities, costs, damages and losses that may be incurred to us. This may include any direct/indirect, incidental or consequential loss, including any interest, fines, legal or other professional fees and expenses awarded against us or incurred or paid by us and/or any member of ZILVER and Revloz Limited as a result of or in connection with your breach of the law and our terms.

Third Party Products and Services on the Website

At times the website may contain services and/or products (including add-ons and applications) supplied by third parties other than ZILVER or Revloz Limited. Your use of any third-party products and services may be subject to additional terms and conditions. Any additional terms which may appear on this website are recommended to be reviewed by all users before use. We do hold any responsibility or liability in connection with your use of any third-party products and services that may be featured on this website or take you away from our website. We reserve the right to withdraw, terminate, suspend and/or amend your access to the website and/or services if in breach of any additional terms applied by third party services. The use of any third-party products and services is at your own risk.

We make no guarantee that any features of the website, its services or any third-party products and services will work (optimally) on any particular device.

Users are permitted to provide a link to the website, however it must be done so in a way that does not infringe any of the terms set out in this document, nor may it damage the reputation, take advantage of, such as by using a link to suggest any form of association or endorsement of ZILVER or Revloz Limited. We maintain the right to withdraw permission at any time. If you are instructed to remove a link to the website by the team at ZILVER and/or Revloz Limited, it must be done immediately.

This website may contain links to other websites, resources and information provided by third parties. We have no authority over the contents of those websites or resources and any external links should not be understood as an endorsement or alliance with any of its contents unless stated by us. We are not to be held liable for any offence, loss or damage that may occur from your use of any external websites.

Updates or changes to the website and its contents may occur at any time but we are under no obligation to do so or inform any users of changes made. This means at any given time, content on the website may appear out-of-date. Content and descriptions featured on the website is provided for general information only. All information provided is to the best of our knowledge. It is not to be used to provide advice for any persons. We do not make any assertions or guarantees, (expressed or implied), that our website, or any of its content, is wholly accurate, current or will be free from errors. To the fullest extent of the law, we exclude all conditions, warranties, representations or other terms which may apply to the Website, or any content on it, whether express or implied.

We will not be held liable to any user for any loss or damage, whether in contract, any tortuous act which may include negligence, breach of statutory care and duty, or otherwise, arising under or in connection with the use of, (or inability to use), the website and/or use and reliance on any content featured on the website.

The website is solely for domestic and private use. Therefore, we hold no liability to you for any loss of profit, business, business disruption, or opportunity.

We will not be held liable for any losses or damage caused by malware, or other technologically harmful material that may infect any users’ devices, programs, data or other material due to your use of the website, or to your downloading any content featured, or on any external websites that may linked to it. We do not in any way exclude or limit our liability for:

1. death or personal injury caused by our negligence;

2. fraud or fraudulent misrepresentation;

3. any other liability which cannot be limited by law. Different limitations and exclusions of liability will apply to liability arising as a result of our supply of the services to you and products to you.

Privacy Policy

We only use your personal information in accordance with our Privacy Policy. Please take the time to read this document carefully, as it includes important information about how and why we collect and use your data. By using our website, you consent to the use of your data as described in our Privacy Policy and you confirm that all data provided by you is accurate and true.

Intellectual property, software and content

We at ZILVER and parent company Revloz Limited are the owner of all intellectual property rights on the website, all its content (this includes, but not limited to: text, graphics, logos, images, audio and video clips, digital downloads, data compilations and software including the presentation and compilation of the same) unless otherwise stated. The rights in the website and its content are protected by international copyright laws as well as by any relevant national law concerning copyright, authors’ rights and database right laws. All such rights are reserved.

No user is entitled to copy, use or share any of the website or its contents without written permission from ZILVER and Revloz Limited. This includes using any form of digital tools to extract or gather any information. In particular, you must not use any data mining, robots, or similar data gathering and extraction tools to extract (whether once or many times) for re-utilisation any substantial parts of the website. You must not create and/or publish your own database that features substantial parts of the website (e.g. our prices and product listings) without our prior written consent.

Except where expressly stated to the contrary, all persons (including their names and images), third-party trademarks and images of third-party products, services and/or locations featured on the website are in no way associated, linked or affiliated with us. Any trademarks/names featured on the website are owned by the respective trademark owners.

Further information

Severability – Each of the sections and paragraphs of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining sections and paragraphs will remain in full force and effect.

Waiver – If you breach these Terms and Conditions and we take no action, or if we delay in taking action, that does not mean that we have waived our rights and we will still be entitled to use our rights and remedies. If we do waive a breach by you, we will only do so in writing (signed by one of our Directors), and that will not mean that we will automatically waive any later breach by you.

Entire agreement – These Terms and Conditions constitute the entire agreement between you and us and they supersede any and all earlier agreements between you and us.

Events outside of our control – We, including parent company Revloz Limited will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations to you if such failure or delay is caused by an event outside of our control.

An event outside of our control means any act or event beyond our reasonable control such as act(s) of God, wars, terrorist attacks, embargos, riots, strikes, lock-outs, trade disputes, fires, floods, earthquakes or other natural disasters, break-down, inclement weather, interruption of transport, Government action or failure of public or private telecommunications or transport networks.

If such an event takes place and it affects the performance of our obligations to you: 1. We will contact you as soon as reasonably possible to notify you; and 2. Our obligations to you will be suspended for the duration of the event. Where the event affects delivery of products to you, we will contact you to arrange a new delivery date after the event is over.

Complaints – We operate a complaints handling procedure which we will use to try to resolve disputes when they first arise, please let us know if you have any complaints or comments. Please see our Contact Us page for details of how to get in touch with us.

Governing Lae and Jurisdiction

Anything related to your order, use of the website or these Terms and Conditions are governed by English law. The courts of England shall have the exclusive jurisdiction over any dispute or claim relating to these Terms and Conditions.

DELIVERY & SHIPPING

Orders are shipped Monday to Friday. Orders placed before 3pm BST time will be shipped the same day. Orders received after 3pm BST on a weekday, during the weekend or on public holidays will be dispatched the next working day.

Your order will be shipped using the delivery method selected at the checkout at the time of your order.

All deliveries must be signed for. Please ensure that your order can be received by someone you trust to sign for it. By signing for the order, it is agreed that the package has been received in good condition. If the package is delivered in a visibly damaged state (photos as evidence is useful), we advise refusing the delivery or sign with a note stating that the packaging is damaged, and the goods are unchecked. We advise that the order is checked for accuracy without delay. Please notify customercare@zilver.com within 48 hours of receiving your order of any defective items or order errors. If the team at ZILVER have not heard from you within 48 hours of receipt of your order, we are in agreement that the order is correct.

If your order cannot be delivered to your specified address successfully, you are liable for any expenses owed. Unsuccessful deliveries include but are not limited to: insufficient customer and delivery contact information, absence at the delivery address, or non-compliance with import regulations. Your order will be returned to us in the UK at your expense, including any import fees or duties that may be applied. These costs will be deducted from any entitled refund.

Delivery times are to be considered as guidelines only from the date of dispatch, and do not take into account possible delays caused by payment authorisation, stock availability or unforeseeable shipping delays that are beyond our control. We are unable to deliver to post office (PO) boxes, APO or FPO addresses.

 

Refunds & Returns Policy
Please note that we do not ship products to individuals, countries or territories that feature on the E.U.’s Consolidated Financial Sanctions List. We also do not permit customers to transfer our products to any of the mentioned individuals, countries or territories that feature on the list.

We currently ship to the following countries:

• Australia

• Austria

• Belgium

• Brazil

• Canada

• Croatia

• Cyprus

• Czech Republic

• Denmark

• Estonia

• Finland

• France

• Germany

• Greece

• Hungary

• Iceland

• Ireland

• Italy

• Japan

• Latvia

• Liechtenstein

• Luxembourg

• Malta

• Monaco

• Netherlands

• Norway

• Poland

• Portugal

• San Marino

• Slovakia

• Slovenia

• South Korea

• Spain

• Sweden

• Switzerland

• United Kingdom

• United States

If you would like to order but your country is not listed above, please email customercare@zilver.com, our team will be happy to help.

Taxes and Duties

All prices featured with products do not include delivery charges, import taxes or duties. VAT will not be applied on any orders exported to other international destinations.

All international orders are shipped on a Delivery Duties Unpaid (DDU) basis: this means that you the customer are responsible for the payment of any local taxes or import duties imposed by your local customs authority. We are not able to provide exact costs of these additional taxes or duties as these are enforced by external authorities. Your contract with us is concluded once the products have been delivered to you by the courier and accepted.

Please ensure to check the final price of sale before submitting the order form. If you have any questions about import duties, please contact your local customs authority prior to placing an order.

International shipments will be accompanied by a commercial invoice stating the value of each item(s) in the currency of payment.

Availability of Products

All products listed on our website are subject to availability. We reserve the right not to accept your order for any reason without liability to you. We will inform you as soon as possible if we are for whatever reason unable to fulfil your order. If we are unable to dispatch any of the product(s) you have ordered, you will receive a refund where applicable.

First-Time Orders

To avoid delays with your order, please make sure to provide the correct billing information associated with your payment method, and a suitable shipping address when placing an order.

ZILVER holds responsibility for every dispatched order until it is delivered to the customer. All orders require a signature upon delivery, at which point responsibility for the order passes to you and our shipping agreement ends. If another recipient other than yourself has been specified for delivery purposes, you also accept that the third party’s signature is sufficient proof of delivery and fulfilment by ZILVER.

REFUNDS & RETURNS POLICY

Please note that the team at ZILVER have the right to reject a return request of an order at our sole discretion if the returned item(s) does not comply with our returns policy.

You may cancel an order at any time before your order is delivered, and up to 14 days after receiving the product(s). This is known as the cooling-off period.

To cancel an order, you must inform the ZILVER team by emailing customercare@zilver.com and clearly stating your order number (found in your order documentation).

If you cancel any part of an order, or its entirety during the cooling off period, you must return the product(s) within 14 days after the day on which you notify us of the cancellation, and ensure the item(s) complies with the conditions outlined below.

If you cancel a contract between us within the 14 day cooling-off period, we will process the refund once the item(s) have been received and reviewed for quality control. If the ZILVER team receive notification of returns after the cooling off period, it will be considered at the discretion of the customer care team at ZILVER, but does not guarantee returns will be accepted.

Cancelling under the Consumer Contracts Regulations

Depending on where you live, you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCRs”) or equivalent consumer legislation in the EU. This means that during the subsequent mentioned cancellation period, if you change your mind or for any other reason you decide you do not want to keep the purchased product(s), you can notify customercare@zilver.com of your decision to cancel the order. Once the product(s) are returned to the ZILVER team you will receive a full refund, including the original delivery costs; however returns and refunds are subject to the product(s) passing our quality control test allowing suitability for resale.

Once our customer care team have received notification that you wish to return or exchange an item(s) you will be issued with detailed instructions via email. For returns this may include the customer care team providing a return slip which will be sent to you electronically to print and attach to the item to be returned, or instructions to return an item that was either sent in error and/or receive an exchange.

Due to our production runs, we cannot guarantee that items returned for exchange will remain in stock by the time we receive a return item. Therefore to avoid disappointment, we suggest that when you request a return, you simultaneously place a separate order for replacement items with low stock. You are also welcome to check with customercare@zilver.com on availability of products.

It is advised that you retain a copy of proof of postage until after your refund has been processed and received. We cannot be held liable for any items lost in transit to be returned to ZILVER. Items returned to us without notification may suffer delays, or not be accepted for processing. Please consider that it can take up to 14 working days (longer for returns outside of the EU) for us to receive your return delivery before processing.

 

Terms of return

The condition of any item returned to ZILVER must:

1) Arrive unused in its original packaging with all original tags and labelling attached

2) In the same conditioned it was received suitable for resale

If an order was received defective, the team at customercare@zilver.com will request photographic evidence of your complaint. (Photographic imagery may also be requested by the team for other return requests).

Failure to adhere to the terms of the condition in which items must be returned may result in the team at ZILVER declining refunds if the product is not returned in a resalable state.

Please consider that it make take some time for funds to reappear in your account. Depending on the card issuer this may take up to thirty working days.

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