Refunding and Returning Policy
We deliver handmade items over long distance, because of that any attempt from the customer to refund may result in additional payments. Material costs were paid and manpower has been used to achieve your genuine product. We are not an industrial company like bigger flagship stores and we do make a lot of effort to accomplish your order.
Coloring and Material Policy
Colors and materials may look slightly different than on the screen. Monitor calibrations and camera optics may have changed the color tone or brilliance slightly. Therefore we cannot attempt a refund request based on material or coloring differences. If the color tone is totally different please send us a picture of your product and contact our support below.
Measurements and Tailoring Policy
Every custom tailored product requires your measurements. We do have a measurements profile for every registered customer. Please make sure that you fill out your measurements profile accordingly to the explanation found on your account profile. If the measurements are different and you missed to edited your profile on time, you can send us the right measurements within 12 hours after your order. It is your responsibility to keep your measurements profile up to date when ordering custom tailored products. Wrong measurements are no reason for a refund or return request. Please send us a support message below to inform us of your measurements change if you edited the measurements after your order. If you submit your measurements for the very first time please measure carefully and make sure they are correct.
Since we mostly sell custom tailored products, you have to give us plenty of time to make it. We try to supply you with the best quality possible and therefore we need to make it accordingly. The custom tailored clothing usually takes around 14 days and another 14 days for the international delivery. The Wudang Mountains have no stable post connection and sometimes your package might be delayed. Also consider Chinese Holidays, on these days the post office is closed. The worst time is Chinese New Year, the post office then is closed for 4 weeks.
Sharp Objects Regulation
China has a special regulation for sharp objects which prevents any sharp bladed objects to leave Chinese borders. We came with the solution to make any edged or sharp bladed object rounded and unsharp and will be processed by our professional swordsmith. We prevent any further damage on the steel and blade during this process. The blade will be fully intact and can be “restored” at your local smith. Asiasale will pay for this unsharpening process and will not ask further expenses.
Wood Packing Restrictions
Also known as ISPM 15 rules, apply to shipping of international ocean freight. ISPM 15 rules relate to prevent the spread of plant pests and diseases throughout the world, when shipping international ocean freight using packing materials and supply containing wood. These international shipping regulations have been originated by the International Plant Protection Convention (IPPC – https://www.ippc.int/). ISPM 15 rules apply to international shipping of ocean freight that contains NON-MANUFACTURED WOOD. ISPM 15 requires that all international ocean freight shipments using any species of raw wood packaging must be fumigated or heat treated, prior the international shipping, to kill insects or fungus. All wood-packing materials used in international shipping must be stamped with the approved by IPPC stamp, prior the international shipping. International ocean freight shipments that contain wood-packing materials will be checked in respect of compliance with the ISPM 15 regulations before to be allowed to enter to or crossing through a participating to IPPC country. Therefore we do not ship any non-manufactured wood.
International Shipping vs Customs Office
It is our goal in life to supply you with every possible product, because of that we make no differences to your location. Since we are in Wudang Mountains (Hubei Province, China) the shipping fee is quite high and almost always the same. We would need more employees to check every country around the world to make sure the product you want to order can be delivered. Please do check for yourself if the product you are ordering can be delivered to your country. This will prevent problems with your local customs office. It does not matter in which country, every customs office can make random checks on the packages and can request a declaration from you. This declaration always results in additional costs made from the customs office. This risk is always involved and is not in our control. We have a lot of experience in international shipping and send our packages always accordingly. Please talk to your local customs office to prevent additional costs. There is a possibility that your customs office requests additional information from the product. If that’s the case, feel free to contact our support and we will try to help you as much as possible.
Privacy matters but it can be confusing. This page explains our approach to privacy on all our Silktide websites and how it affects you.
- We collect anonymous statistics about your visit, like which of our pages you viewed.
- Some 3rd parties like Facebook and Twitter may know you visited this website, if you use their services. We can’t control them but we don’t believe this knowledge poses any threat to you.
- If you sign up with us we take great care to keep your information safe and we’ll never share it with others without your express permission.
- We never share your data with 3rd parties except to help us deliver our own services.
These are just the key points. If you need detail, keep reading.
Measuring our visitors
We measure visitors to our website using Google Analytics. This records what pages you view within our site, how you arrived at our site and some basic information about your computer. All of that information is anonymous – so we don’t know who you are; just that somebody visited our site.
The information we collect from analytics helps us understand what parts of our sites are doing well, how people arrive at our site and so on. Like most websites, we use this information to make our website better.
Facebook, Twitter and other social networks
These services provide social buttons and similar features which we use on our website – such as the “Like” and “Tweet” buttons.
To do so we embed code that they provide and we do not control ourselves. To function their buttons generally know if you’re logged in; for example Facebook use this to say “x of your friends like this”. We do not have any access to that information, nor can we control how those networks use it.
Social networks therefore could know that you’re viewing this website, if you use their services (that isn’t to say they do, but their policies may change). As our website is remarkably inoffensive we imagine this is not a concern for most users.
To allow visitors to discuss our blog articles and some web pages we use a discussion system called Disqus.
To do so we embed code that Disqus provide and we do not control ourselves. Disqus anonymously tracks visitors to pages like we do. They also remember who you are if you login to any Disqus service, so you can comment on any website using their tool.
Logging in to Disqus can be done in many ways, including via Facebook. If you login via social network, Disqus will be able to link your activity to that network. In this way, your Disqus activity may be personally identifiable.
Disqus will know what pages you viewed in our site and what you wrote on those comments. Of course all comments you leave are also publicly visible on the Internet alongside your name, so we do not imagine this is a concern for many people.
If you sign up for a service
When you sign up for any of our services – paid or otherwise – we will record specific personal information about you, such as your name and email address.
We will also collect and store information about your use of our services so as to improve them. For example, we keep a log of what features are being used at any time.
We also log account and transaction history for accounting purposes, and to monitor our business activities.
We may send you email notifications regarding your service (such as invoices) or which you have specifically requested (such as newsletters or notifications when a report is completed). You have the ability to opt out of any of this communication at any time.
We will never provide your personal information or email address to any third parties except where they are specifically employed to help deliver our own services, as detailed above.
We use a variety of payment providers to bill for our products online. These companies will have access to your personal and payment information. When paying by credit card, Silktide themselves do not ever have any access to your credit card details.
The third parties we use are Recurly (for recurring payments), SagePay (to process credit cards) and PayPal (to process credit cards and accept payment via PayPal).
We share information with these companies only to the extent necessary for the purposes of processing payments you make via our website.
Silktide take many precautions to prevent the loss, misuse or alteration of your personal information. These precautions include:
- Use of SSL encryption for sensitive data
- Hardware stored in secured datacentres behind firewalls
- All access to information restricted by password and/or secure key
- Restrictions to what information can be accessed via any location
Whilst we take great care to ensure any confidential information remains protected we cannot guarantee the security of data sent over the Internet.
Of course you are responsible for keeping your password and user details confidential. Nobody at Silktide will ever ask you for your password, so please don’t trust anybody asking you for it.
Updates to this policy