Table of Contents

1. General Provisions

2. Electronic Services Provided by the Online Store

3. Terms of Concluding Sales Agreements

4. Methods and Terms of Product Payments

5. Costs, Methods, and Terms of Product Deliveries

6. Product Complaints

7. Extrajudicial Methods of Settling Complaints and Investigating Claims

8. Right to Withdraw from an Agreement

9. Provisions Regarding Entrepreneurs

10. Personal Data – Cookies – Security

11. Intellectual Property

12. Newsletter

13. Dispute Resolution

14. Final Provisions

15. Model Withdrawal Form

1. General Provisions

1.1 These Terms and Conditions govern the sale of products via the Faya Silk Élégance website, located at www.fayasilkelegance.com, (the “Online Store”).

1.2 By placing an order, the customer agrees to be bound by these Terms and Conditions.

1.3 These Terms and Conditions may be modified from time to time and the updated version will be published on the website. Changes will not apply to orders already confirmed.

2. Electronic Services Provided by the Online Store

2.1 Faya Silk Élégance provides an online platform for the purchase of mulberry silk products, including but not limited to, pillowcases, hair accessories, sleep masks, bonnets and nightwear (the “Products”).

2.2 The website offers the possibility to place orders, view product details and make payments for the products offered.

3. Terms of Concluding Sales Agreements

3.1 A sales agreement is concluded when the customer receives an order confirmation via email after placing an order.

3.2 Prices displayed in the online store include applicable taxes and are shown in euros (EUR). Delivery costs are indicated during the ordering process

3.3 Customers must confirm their understanding of payment obligations when placing an order by explicitly accepting the Terms and Conditions and confirming the purchase.

3.4 Faya Silk Élégance reserves the right to refuse an order in case of product unavailability or other valid reasons (e.g., suspected fraud).

4. Methods and Terms of Product Payments

4.1 Payments can be made using the following methods: credit card, PayPal, bank transfer, Ideal.

4.2 Payment is due immediately upon placing an order and the order will only be processed once the payment is received and confirmed.

4.3 Payment must be completed within three working days from the conclusion of the Sales Agreement unless otherwise agreed.

4.4  The Seller uses secure payment systems, including Stripe, to ensure confidentiality and encryption of payment information. The Seller does not store Customers’ financial data.

5. Cost, Methods and Terms of Product Deliveries

5.1 The cost of delivery will be displayed at checkout and delivery charges will be added to the total price of the order.

5.2 Delivery methods and estimated delivery times include standard shipping and express shipping.

5.3 Delivery is generally completed within 5-7 business days unless stated otherwise.

5.4 Shipping charges and delivery times may vary depending on the location of the customer.

5.5  Delivery destinations may include additional customs duties or VAT, depending on the recipient country. These costs are the responsibility of the Customer.

5.6 Click-and-collect options are not currently available unless otherwise stated.

6. Product complaints

6.1 If the customer receives a defective, damaged or incorrect product, they have the right to file a complaint within 14 days of receiving the order.

6.2 The customer must take photos of the defective, damaged or incorrect product and send them, along with a description of the issue, to the following email address: support@fayasilkelegance.com. The customer must keep the product in its original packaging.

6.3 The complaint email must include the following details:

• Order number

• Customer name

• Order date

• A description of the product received and the issue, along with photos.

6.4 Upon receipt of the complaint, Faya Silk Élégance will provide a solution, which may include a refund, exchange or repair of the defective or incorrect product.

7. Extrajudicial Methods of Settling Complaints and Investigating Claims

7.1 If a dispute cannot be resolved directly with Faya Silk Élégance, customers may use extrajudicial methods of dispute resolution.

7.2 The customer has the option to use the EU Online Dispute Resolution Platform for out-of-court settlement of consumer disputes.

8. Right to Withdraw from an Agreement

8.1 In accordance with the Dutch Civil Code and EU consumer protection law, consumers have the right to withdraw from a sales agreement within 14 days of receiving the product without providing any reason. This cooling-off period starts on the day after the consumer, or a third party designated by the consumer and made known to the seller, receives the product.

8.2 To exercise this right, the customer must notify Faya Silk Élégance in writing via email at support@fayasilkelegance.com within 14 days of receiving the product.

8.3 The customer must return the product within 14 days of notifying Faya Silk Élégance. During the reflection period, the customer must handle the product and packaging carefully. The product may only be unpacked or used to the extent necessary to assess whether they wish to keep it. If the customer exercises their right of withdrawal, the product must be returned undamaged and in its original packaging to be eligible for a refund. The customer is responsible for the cost of returning the product, unless it is defective.

8.4 Refund on Returns: Upon receiving the returned product, Faya Silk Élégance will issue a refund for the purchase price of the item(s). Initial shipping costs (delivery fees) will not be refunded, unless the product is defective or incorrect. The cost of return shipping will be borne by the customer, unless otherwise agreed. The refund will be processed within 14 days, provided the product is returned in its original condition and packaging.

Note: For hygiene reasons, Faya Silk Élégance cannot accept returns of items such as pillowcases, sleep masks and bonnets once the packaging has been opened, unless the item is defective.

The exclusion of the right of withdrawal applies only if the seller has clearly stated this in the offer and at least before the conclusion of the agreement.

1. The right of withdrawal cannot be excluded for products:

a. that have been customized by the seller according to the consumer’s specifications;

b. that are clearly personal in nature;

c. that cannot be returned due to their nature;

d. that are subject to rapid spoilage or aging;

e. whose price is subject to fluctuations in the financial market, which the seller cannot influence;

f. such as loose newspapers and magazines;

g. such as audio and video recordings and computer software if the consumer has broken the seal.

9. Provisions Regarding Entrepreneurs

9.1 These Terms and Conditions apply to both consumers and entrepreneurs. For entrepreneurs, the provisions on withdrawal and complaints may differ and specific terms may be outlined in a separate agreement.

9.2 Entrepreneurs are defined as individuals or businesses purchasing products for commercial purposes.

9.3 Risk and responsibility for product damage pass to the entrepreneur upon delivery to the carrier.

10. Personal Data – Cookies – Security

10.1 Faya Silk Élégance is committed to protecting the privacy of its customers. All personal data provided by the customer will be processed in accordance with the General Data Protection Regulation (GDPR).

10.2 Personal data will be used for processing orders, providing customer service and sending marketing communications (if opted-in).

10.3 The website may use cookies to enhance user experience, as outlined in the Privacy Policy and the Cookie Policy, which are available on the website.

10.4 Faya Silk Élégance takes appropriate technical and organizational measures to secure personal data against unauthorized access, loss or damage.

10.5 The Company places great importance on respecting privacy and takes all necessary measures to ensure the confidentiality and security of Customers' personal data. 

As part of the provision of the Products, the Company collects personal data from Customers, including:

• Email address
• First name
• Last name
• Postal and delivery address
• Country
• Phone number
• Consumption data

The Company collects and processes Customers' personal data for the following purposes:

• Provision of Products and services on the Site;
• Order management;
• Returns management, exercising the right of withdrawal, payment, invoicing, reimbursement, etc.;
• Information about the Company, its services and activities;
• Response to Customer questions or complaints;
• Development of statistics;
• Management of unpaid debts and disputes.

Data relating to the management of Customers' personal data is retained for the period strictly necessary as defined by applicable laws.

Personal data is processed by the Company's sales department and partner companies and subcontractors. It may also be communicated to administrative and judicial authorities when required.

The Company takes adequate precautions to secure personal data against unauthorized access, alteration or loss.

11. Intellectual Property

11.1 All content on the Faya Silk Élégance website, including product images, descriptions and the logo, is protected by intellectual property laws, including copyright and trademark laws.

11.2 Customers may not reproduce, modify or distribute any content from the website without express permission from Faya Silk Élégance.

12. Newsletter

12.1 Customers may opt-in to receive newsletters and promotional emails from Faya Silk Élégance.

12.2 Customers may unsubscribe from the newsletter at any time by following the unsubscribe link in any email or by contacting customer service.

13. Dispute Resolution

13.1 In case of a dispute, Faya Silk Élégance will attempt to resolve the issue amicably with the customer.

13.2 If no resolution is reached, customers may use the EU Online Dispute Resolution Platform to settle the dispute.

14. Final Provisions

14.1 These Terms and Conditions shall be governed by and construed in accordance with the laws of the Netherlands.

14.2 Any disputes arising under or in connection with these Terms and Conditions shall be submitted to the exclusive jurisdiction of the courts of Amsterdam, Netherlands.

15. Model Withdrawal Form

If you wish to withdraw from your sales agreement within 14 days of receiving your order, please send an email to support@fayasilkelegance.com stating your decision to cancel.

Once we receive your notice, Faya Silk Élégance will promptly provide you with return instructions.

You may use the following template:

To: Faya Silk Élégance

Email: support@fayasilkelegance.com

Subject: Withdrawal from Sales Order – [Order Number]

I hereby notify you that I wish to withdraw from my order for the following item(s):

• Order Number: [XXXX]

• Order Date: [DD/MM/YYYY]

• Name: [Your Full Name]

• Address: [Your Full Address]

• Date of Withdrawal: [DD/MM/YYYY]

(If submitting by email, your typed name will serve as a digital signature).

Note: Your withdrawal must be submitted within 14 days of receiving your order. Once received, we will send you the return instructions.