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Full Terms of Store Service (includes GDPR Policy)

Terms of Service

SoieVia – The Way of Silk. Always With You™

Last updated: 1 Oct 2025

Welcome to SoieVia. By accessing or using our website soievia.com (the “Site”) and purchasing our products, you agree to be bound by these Terms of Service (“Terms”). Please read them carefully before placing an order. If you do not agree to these Terms, you may not use our Site or purchase our products.

1. General Information

The Site is operated by SoieVia (“we,” “our,” “us”). We reserve the right to update, change, or replace any part of these Terms by posting updates on this page. Your continued use of the Site after changes are posted constitutes acceptance of those changes.

2. Eligibility

You must be at least 18 years old or have the consent of a parent or guardian to make a purchase. By placing an order, you confirm that all information you provide is accurate and complete.

3. Our Support Commitment

Our dedicated support team is here to ensure your journey with SoieVia is as seamless and beautiful as the silk we create. You can contact us by email at support@soievia.com.

Our inbox is monitored 24/7, and we aim to respond within 24 hours. Please include your full name and order ID in any order-related email. We welcome feedback and suggestions, as your insights help us refine our service and enhance your SoieVia experience.

4. Products & Availability

Each SoieVia scarf is made to order — individually silk-printed, hand-finished, and packed with care. Colours and textures may vary slightly due to screen settings. All products are subject to availability.

5. Shipping & Delivery

We currently deliver to all EU countries (including the UK and Switzerland), as well as Canada and Australia. We do not ship to the United States.

Premium insured shipping is free for all EU destinations. For Canada and Australia, shipping rates are calculated at checkout.

Every parcel is fully insured for your peace of mind. VAT is included in the price of your item, and you should not need to deal with customs clearance or pay any extra fees.

Production and preparation take 24–72 hours after payment is cleared. Delivery time is approximately 10 working days from dispatch, although public holidays in your country may cause slight delays.

Once your order is dispatched, you will receive a tracking number by email. Tracking updates may take 2–3 days to appear.

Customers are responsible for entering the correct address at checkout. If you notice an error, contact us immediately; we may be able to update it before dispatch. Once your order is listed for shipment, changes cannot be made.

An order is deemed successfully delivered once the tracking number we provide — updated by your local postal service — shows “Successfully Delivered” to the address you supplied. If there is no tracking update for more than 40 business days, you are entitled to a full refund. We cannot accept responsibility for lost items once tracking confirms delivery or a signature has been obtained.

At SoieVia, every delivery is designed to feel as refined as our silk. From the moment your order is placed, your piece begins its journey — silk printed to perfection, finished by skilled hands, and wrapped in our signature presentation.

6. Returns & Refunds

We want you to love your SoieVia scarf as much as we loved making it.

If your item is faulty or damaged, notify us within 30 days of receipt and include clear photos. We will resolve the issue promptly, either by replacement or refund. If your order has not arrived within 60 days of dispatch, we will refund you in full.

Because each silk scarf is made to order, the EU 14-day return right does not apply. This does not affect your rights if the item is faulty or not as described. Our scarves do not have size variations, so exchanges are not possible.

Every situation is handled individually with care and understanding. If something isn’t right, please contact us immediately so we can make it right.

7. Payment & Security

Your trust and security are central to our process. From checkout to delivery, we ensure your payment and personal details are handled with the utmost care.

We work with Stripe and PayPal, which accept all major credit and debit cards. Available payment options are displayed at checkout. Your card details are never visible to us; we only receive confirmation when a transaction is successful.

All payments are processed through SSL-secure webpages. Your payment information is encrypted and sent directly to our payment provider’s secure network for authorisation. We never store your credit card details. The only information we receive is your name, address, email, ordered products, and the payment method used. If you create a SoieVia account, it is password-protected and accessible only by you.

If your payment cannot be processed, we will contact you by email to resolve the issue. If it remains unsuccessful for more than three days, your order will be cancelled and the items released back into stock.

We accept most major currencies, selectable in our store menu. All conversion fees are covered by us, so there are no hidden charges.

Our promise is simple: every SoieVia order is handled with the same care we put into our silk creations — secure, discreet, and seamless from checkout to delivery.

8. GDPR Privacy Statement

Your privacy is important to us. We only collect and use your personal information as outlined in our Privacy Policy. We do not sell or share your information with third parties, except as necessary to process your order.

At SoieVia.com, we are committed to protecting your privacy and ensuring your personal data is handled in accordance with the General Data Protection Regulation (GDPR). This section outlines how we collect, use, and protect your personal information.

Data Controller
Tradename: SoieVia.com
Company: [Insert Your Legal Company Name & Jurisdiction]
Contact Email: support@soievia.com

Data We Collect
We may collect and process personal data including your name, email address, billing and shipping addresses, phone number, payment information (handled securely by third-party processors), purchase history, IP address, browser information, and any other information you provide through our website.

How We Use Your Data
Your data is used to process and fulfil orders, communicate with you about your purchases, provide customer support, send promotional emails and newsletters (if you opt in), improve our services, and comply with legal obligations.

Legal Basis for Processing
We process personal data based on the performance of a contract, your consent, legal obligations, and our legitimate interests in improving services and enhancing your shopping experience.

Data Sharing
We may share your data with payment processors, shipping and logistics providers, website service providers, and legal authorities when required by law.

Data Security
We implement technical and organisational measures to protect your data against unauthorised access, alteration, or disclosure.

Data Retention
We retain your personal data for as long as necessary to fulfil the purposes outlined, comply with legal obligations, resolve disputes, and enforce agreements.

Your Rights
Under the GDPR, you have rights to access, rectify, erase, restrict, or port your personal data, as well as to object to processing. To exercise these rights, contact us at support@soievia.com. We may require identity verification.

Changes to This Policy
We may update this policy from time to time. Updates will be posted on this page and, where appropriate, notified by email.

Contact Information
If you have questions or concerns about this GDPR policy, contact us at support@soievia.com.
GDPR Officer: Becky – GDPR Admin

9. Limitation of Liability

SoieVia.com and [Your Legal Company Name] are not liable for any direct, indirect, incidental, or consequential damages arising from the use or inability to use our website or products. Our liability is limited to the purchase price of the product in question.

10. Governing Law

These Terms of Service are governed by and construed in accordance with the laws of the United Kingdom. Any disputes shall be resolved in the courts of the United Kingdom.

11. Changes to Terms

We reserve the right to update or modify these Terms of Service at any time without prior notice. Your continued use of the website after changes are posted constitutes acceptance of the revised terms.