Terms of service

SILLAGE SOUK — TERMS AND CONDITIONS OF SALE AND WEBSITE USE

Last updated: 19 July 2026

OVERVIEW

Welcome to Sillage Souk! The terms "we", "us" and "our" refer to Sillage Souk, of 13 Canterbury House, Bow Road, London E3 3AU, United Kingdom. We operate this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). Our store is powered by Shopify, which enables us to provide the Services to you.

These terms and conditions, together with any policies referenced in them, including our Privacy Policy and Returns & Refunds Policy (together, these "Terms"), describe your rights and responsibilities when you use the Services and when you buy products from us.

Please read these Terms carefully before using the Services or placing an order. By using the Services or placing an order, you agree to these Terms. If you do not agree to these Terms, you should not use the Services.

Your statutory rights. Nothing in these Terms affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where anything in these Terms conflicts with your statutory rights, your statutory rights prevail. You can obtain advice about your statutory rights from your local Citizens Advice or Trading Standards office.

You may store, download and print a copy of these Terms at any time. We recommend that you keep a copy for your records.

SECTION 1 — ACCESS AND ACCOUNT

You must be at least 18 years old to place an order through our website.

To use the Services, including accessing or browsing our online store or purchasing any of the products we offer, you may be asked to provide certain information, such as your email address and billing, payment and shipping information. You confirm that all the information you provide to us is correct, current and complete, and that you have all rights necessary to provide this information.

You are responsible for keeping your account credentials secure and for activity on your account, except where unauthorised activity results from our failure to keep your information secure. You may not transfer, sell, assign or license your account to any other person. Please tell us promptly if you believe your account has been compromised.

SECTION 2 — OUR PRODUCTS

We have made every effort to display our products accurately in our online store. However, the colours and appearance of products and packaging may vary slightly from how they appear on your screen, depending on the device and display settings you use. This paragraph is about screen display only: it does not affect your legal rights if a product is faulty, not as described, or not of satisfactory quality.

All product descriptions are subject to change at any time before you place an order. We may discontinue any product at any time and may limit the quantities of any products that we offer, on a case-by-case basis. Any change or discontinuation will not affect orders we have already accepted.

SECTION 3 — ORDERS AND HOW THE CONTRACT IS FORMED

The steps required to place an order are as follows: you select the products you wish to buy and add them to your basket; you proceed to checkout and enter your delivery, billing and payment details; you are given the opportunity to review your order, and to identify and correct any input errors, on the order summary page before you submit it; you then place the order by clicking the button to pay and complete checkout.

When you place an order, you are making an offer to purchase. We will acknowledge your order by email, but our acceptance takes place, and a binding contract is formed, only when we send you an email confirming that your order has been accepted or when we dispatch the products, whichever is earlier. We must receive and process your payment before your order is accepted. We reserve the right to decline your order for any legitimate reason, for example because a product is out of stock, because we cannot verify your payment or delivery information, or because of an obvious pricing or description error. If we do not accept, change or cancel an order, we will attempt to notify you using the email address, billing address and/or phone number provided when the order was made, and we will refund any sums already paid for that order.

The contract is concluded in English only. We will keep a record of your order and the Terms that apply to it; you will receive the key details in your order confirmation email, and you can request a copy of your order details from us using the contact details in Section 25.

Your rights to change your mind and cancel an order, to return goods, and to remedies for faulty, damaged or misdescribed goods are set out in Sections 6 and 7 below and in our Returns & Refunds Policy, and nothing in these Terms affects your statutory rights.

Our products are sold for personal and household use. If you wish to purchase products for commercial resale or export, please contact us first; we may decline orders that we reasonably believe are for unauthorised commercial resale.

SECTION 4 — PRICES AND BILLING

Prices, discounts and promotions are subject to change without notice, but changes will not affect any order we have already accepted. The price charged for a product will be the price displayed at the time you place your order and will be set out in your order confirmation email. Prices shown to consumers in our online store include VAT (where applicable) unless clearly stated otherwise. Delivery charges are shown separately at checkout before you place your order. If you ask us to deliver outside the United Kingdom, you may have to pay import duties or other taxes charged in the destination country, which are your responsibility.

Prices in our online store may differ from prices offered in physical stores or in stores operated by third parties. We may from time to time offer promotions that are governed by separate terms; if there is a conflict between the promotion terms and these Terms, the promotion terms will govern that promotion, but no promotion terms will reduce your statutory rights.

You agree to provide current, complete and accurate purchase, payment and account information for all purchases, and to update it promptly so that we can complete your transactions and contact you as needed. You confirm that you are authorised to use the payment method you provide.

SECTION 5 — DELIVERY, RISK AND OWNERSHIP

We will deliver the products to the delivery address you give us when you place your order. Unless a specific delivery date is expressly agreed, delivery dates and times given at checkout or in correspondence are estimates only. We will deliver your order without undue delay and in any event within 30 days of the day the contract is formed, unless we agree a different time with you.

If delivery is delayed by an event outside our reasonable control (see Section 21), we will contact you as soon as reasonably possible to let you know and will take reasonable steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event; but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for products you have paid for but not received.

The products will be your responsibility (risk passes to you) from the time the products come into your physical possession, or the physical possession of a person identified by you to take possession of them. Ownership of the products passes to you once we have received payment in full.

Nothing in this section affects your statutory rights.

SECTION 6 — YOUR RIGHT TO CHANGE YOUR MIND (CANCELLATION)

If you are a consumer buying online, you have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to change your mind and cancel your order, without giving a reason, at any time up to 14 days after the day you (or a person you nominate) receive the products. If your order is delivered in instalments, the 14 days run from the day you receive the last instalment.

Important exception for perfumes and cosmetics: you lose the right to cancel in respect of sealed products which are not suitable for return for health protection or hygiene reasons — such as perfumes and other cosmetic products — once they have been unsealed after delivery. If you wish to return a product under this section, please keep any hygiene seal, cellophane or protective wrapping intact.

To cancel, contact us within the 14-day period using the contact details in Section 25, giving your name, order number and address, or use any cancellation form or process set out in our Returns & Refunds Policy. You must then send the products back to us at 13 Canterbury House, Bow Road, London E3 3AU within 14 days of telling us you wish to cancel. Unless the products are faulty or misdescribed, you are responsible for the cost of returning them and for taking reasonable care of them while they are in your possession.

We will refund you the price you paid for the products, plus standard (least expensive) delivery costs, by the method you used for payment. We may reduce your refund to reflect any reduction in the value of the products caused by your handling them beyond what is necessary to establish their nature, characteristics and functioning (that is, beyond the sort of handling that would be permitted in a shop). We will make the refund within 14 days of the day we receive the products back from you, or (if earlier) the day you provide evidence that you have sent them back.

SECTION 7 — FAULTY, DAMAGED OR MISDESCRIBED PRODUCTS (YOUR STATUTORY RIGHTS)

We are under a legal duty to supply products that conform to the contract. Under the Consumer Rights Act 2015, the products we supply must be of satisfactory quality, fit for purpose and as described. If a product does not conform, your remedies include (in summary): up to 30 days after delivery, the right to reject the product and receive a full refund; up to six months, the right to a repair or replacement and, if that is not possible or does not resolve the issue, the right to a price reduction or a final refund; and in some circumstances further remedies for up to six years. Nothing in these Terms limits or excludes these rights.

If you believe a product is faulty, damaged or misdescribed, please contact us using the details in Section 25 and we will arrange the appropriate remedy. Where a product is confirmed to be faulty or misdescribed, we will also cover the reasonable cost of returning it.

SECTION 8 — INTELLECTUAL PROPERTY

The Services, including all trademarks, brands, text, displays, images, graphics, product reviews, video and audio, and the design, selection and arrangement of them, are owned by Sillage Souk, its affiliates or licensors, and are protected by copyright, trade mark and other intellectual property laws.

These Terms permit you to use the Services for your personal, non-commercial use only. You must not reproduce, distribute, modify, create derivative works of, publicly display, publicly perform, republish, download, store or transmit any of the material on the Services without our prior written consent, except as reasonably necessary for your own personal, non-commercial use of the Services. Except as expressly provided in these Terms, nothing in them grants you any licence or other rights under any intellectual property of Sillage Souk, Shopify or any third party. All rights not expressly granted are reserved.

Sillage Souk's names, logos, product and service names, designs and slogans are trademarks of Sillage Souk or its affiliates or licensors, and you must not use them without our prior written permission. Shopify's name, logo, product and service names, designs and slogans are trademarks of Shopify. All other names, logos, product and service names, designs and slogans on the Services are the trademarks of their respective owners.

SECTION 9 — OPTIONAL TOOLS

You may be given access to tools offered by third parties as part of the Services, which we do not monitor or control. We provide access to such tools "as is" and "as available", without endorsement, and any use by you of optional third-party tools is at your own discretion; you should make sure you are familiar with, and approve of, the terms on which those tools are provided by the relevant third-party provider. We may also, in the future, offer new features through the Services, which will also be subject to these Terms.

Nothing in this section excludes or limits any liability that cannot lawfully be excluded or limited, or affects your statutory rights.

SECTION 10 — THIRD-PARTY LINKS

The Services may contain materials and links to websites provided or operated by third parties (including embedded third-party functionality). We are not responsible for examining or evaluating the content or accuracy of third-party materials or websites, and if you choose to access them you do so at your own risk. Please review the relevant third party's policies and practices before you engage in any transaction with them; complaints, claims, concerns or questions regarding third-party products and services should be directed to the third party.

Nothing in this section excludes or limits any liability that cannot lawfully be excluded or limited, or affects your statutory rights.

SECTION 11 — RELATIONSHIP WITH SHOPIFY

Sillage Souk is powered by Shopify, which enables us to provide the Services to you. However, any sales and purchases you make in our store are contracts made directly between you and Sillage Souk, not between you and Shopify, and Shopify is not a party to those contracts or responsible for the products we sell. This section does not exclude or limit any liability Shopify may have to you that cannot lawfully be excluded or limited, and it does not affect your statutory rights against us as the seller.

SECTION 12 — PRIVACY

All personal information we collect through the Services is subject to our Privacy Policy, which can be viewed here. Certain personal information may also be subject to Shopify's Privacy Policy, which can be viewed at https://www.shopify.com/legal/privacy/app-users.

Because the Services are hosted by Shopify, Shopify collects and processes personal information about your access to and use of the Services in order to provide and improve the Services. Information you submit to the Services will be shared with Shopify, and with third parties that help us provide the Services to you (such as payment and delivery providers), some of whom may be located in countries other than where you live. Please review our Privacy Policy for details of how we, Shopify and our partners use your personal information and the safeguards that apply.

SECTION 13 — REVIEWS AND FEEDBACK

If you submit, upload, post, email or otherwise transmit any ideas, suggestions, feedback, reviews, proposals or other content (collectively, "Feedback"), you grant us a worldwide, royalty-free, sublicensable licence to use, reproduce, modify, publish, distribute and display that Feedback for the purposes of operating, providing, improving and promoting the Services and our products, including displaying customer reviews and using them in our marketing. You can ask us to remove a review you have posted at any time by contacting us.

You confirm that: (i) you own or have all necessary rights to your Feedback; (ii) you have disclosed any compensation or incentive received in connection with it; and (iii) it complies with these Terms. We are under no obligation to keep Feedback confidential, to pay compensation for it, or to respond to it.

We may (but are not obliged to) monitor, edit or remove Feedback that we reasonably consider to be unlawful, offensive, threatening, defamatory, obscene, misleading, in breach of any person's intellectual property or privacy rights, or otherwise in breach of these Terms. We will handle reviews honestly: we do not publish fake reviews and we will not remove genuine reviews simply because they are negative.

Your Feedback must not violate the rights of any third party, contain unlawful, abusive or obscene material, or contain any virus or other malware. You must not use a false email address, pretend to be someone other than yourself, or otherwise mislead us or third parties as to the origin of any Feedback. You are responsible for the Feedback you submit and its accuracy.

SECTION 14 — ERRORS, INACCURACIES AND OMISSIONS

Occasionally, information on the Services may contain typographical errors, inaccuracies or omissions relating to product descriptions, pricing, promotions, offers, shipping charges, transit times or availability. We reserve the right to correct any errors, inaccuracies or omissions and to update information at any time without prior notice.

If we discover an obvious and unmistakable pricing or description error in an order before we have accepted it, we may decline or cancel that order and refund any sums you have paid. Where an order has already been accepted, we will contact you before taking any action, and this section does not affect your statutory rights or any rights that have already accrued to you under an accepted order.

SECTION 15 — PROHIBITED USES

You may access and use the Services for lawful purposes only. You may not access or use the Services, directly or indirectly: (a) for any unlawful or malicious purpose; (b) to violate any applicable law or regulation; (c) to infringe our intellectual property rights or those of others; (d) to harass, abuse, insult, harm, defame, slander, disparage, intimidate or discriminate against any person; (e) to transmit false or misleading information; (f) to upload or transmit any material that does not comply with these Terms; (g) to send any unsolicited advertising or promotional material, including "junk mail", "chain letters" or "spam"; (h) to impersonate or attempt to impersonate any other person or entity; or (i) to engage in any other conduct that restricts or inhibits anyone's use or enjoyment of the Services, or which may harm Perfume of Sillage Souk or users of the Services, or expose them to liability.

In addition, you agree not to: (a) upload or transmit viruses or any other malicious code; (b) reproduce, duplicate, copy, extract, sell, resell or exploit any portion of the Services; (c) collect or track the personal information of others; (d) spam, phish, pharm or pretext the Services; (e) use any robot, spider, scraping or data-extraction tool, automated device or process, or AI tools (such as agentic AI), to access the Services except as permitted under Section 16; or (f) interfere with, bypass or circumvent the security or authorisation features of the Services. We may suspend, disable or terminate your account if we reasonably determine that you have violated any part of these Terms (see Section 17).

SECTION 16 — AGENTS

16.1 This section ("Agent Terms") applies if you use, allow, enable or cause the deployment of an Agent to access, use or interact with any Services. "Agent" means any software or service that takes autonomous or semi-autonomous action on behalf of, or at the instruction of, any person or entity and that can be executed on behalf of, or using the device of, a person without direct supervision.

16.2 No Agent may access, use or interact with the Services unless, at all times, it identifies itself and operates in strict accordance with the requirements in section 16.4 below. In addition, no Agent may access, use or interact with the Services if we have requested that the Agent refrain from doing so.

16.3 We may limit, including by technical measures, whether and how any Agent accesses, uses and interacts with the Services.

16.4 Agents must: (i) in all HTTP/HTTPS requests, identify that the request is from an Agent and disclose the name of the Agent by including the following in the request's user agent string: "Agent/[agent name]"; (ii) not conceal or obfuscate that any access, use or interactions are from an Agent, such as by (a) mimicking human behaviour and interaction patterns, or (b) completing or circumventing CAPTCHAs or measures intended to distinguish computer use from humans; (iii) respond truthfully to any question or prompt seeking to determine whether interactions are coming from a human or a computer; and (iv) not circumvent or otherwise avoid any measure intended to block, limit, modify or control whether and how Agents access, use or interact with the Services.

SECTION 17 — SUSPENSION AND TERMINATION

We may suspend or terminate your access to the Services (or any part of them) if you materially breach these Terms, if we reasonably suspect fraudulent or unlawful activity, or if we withdraw the Services generally. Where reasonably practicable, we will give you notice and an opportunity to remedy the issue first. You will remain liable for all amounts properly due up to and including the date of termination.

Termination of your access to the website does not affect any order we have already accepted, any statutory rights or remedies you have in respect of products you have purchased, or any rights or liabilities that have already accrued to either of us.

The following sections will continue to apply following any termination: Intellectual Property; Reviews and Feedback; Suspension and Termination; Website Availability; Our Responsibility for Loss or Damage; Misuse of the Services; Severability; Waiver and Entire Agreement; Assignment; Governing Law; and Privacy, together with any other provisions that by their nature should survive termination.

SECTION 18 — WEBSITE AVAILABILITY AND INFORMATION

General information presented on or through the Services (other than the product information forming part of your contract with us) is made available for general information purposes only. While we take reasonable care to keep it accurate and up to date, we do not guarantee that it is complete or free from minor errors.

We do not guarantee that the website will always be available, uninterrupted or error-free. We may suspend, withdraw or restrict the availability of all or part of the website for business or operational reasons, and will give you reasonable notice of any significant planned interruption where practicable.

This section applies to the website itself only. It does not limit or exclude our responsibility for the products we sell, and nothing in these Terms affects your statutory rights, including your rights under the Consumer Rights Act 2015 to receive products that are of satisfactory quality, fit for purpose and as described.

SECTION 19 — OUR RESPONSIBILITY FOR LOSS OR DAMAGE

We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; breach of your statutory rights in relation to the products, including the rights summarised in Section 7; and any other liability that cannot be excluded or limited under the law of England and Wales (or, where applicable, Scotland or Northern Ireland).

Subject to the paragraph above, if we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen, or if, at the time the contract was made, both we and you knew it might happen. We are not responsible for loss or damage that is not foreseeable.

We supply the products for domestic and private use. If you use the products for any commercial, business or resale purpose, we will have no liability to you for loss of profit, loss of business, business interruption or loss of business opportunity.

SECTION 20 — MISUSE OF THE SERVICES

If you use the Services in deliberate breach of Section 15 (Prohibited Uses) or Section 16 (Agents), or otherwise unlawfully, you will be responsible for losses, damages or claims (including reasonable legal costs) that we suffer or incur as a direct result of that misuse, to the extent caused by you. This section does not apply to your ordinary use of the Services as a consumer or to disputes about products you have purchased, and it does not affect your statutory rights.

SECTION 21 — EVENTS OUTSIDE OUR CONTROL

We will not be liable for any failure to perform, or delay in performing, our obligations under these Terms that is caused by an event outside our reasonable control, including (for example) industrial action by third parties, fire, flood, severe weather, epidemic, war, terrorism, civil unrest, failure of public or private telecommunications networks, or acts of carriers, customs or other authorities. If such an event occurs, we will contact you as soon as reasonably possible, our obligations will be suspended for the duration of the event, and we will take reasonable steps to minimise the effect of the delay. If the event creates a risk of substantial delay to your order, you may contact us to cancel the affected order and receive a refund for products you have paid for but not received.

SECTION 22 — SEVERABILITY

If any provision of these Terms is determined to be unlawful, void or unenforceable, that provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed severed from these Terms. Such determination shall not affect the validity and enforceability of the remaining provisions.

SECTION 23 — WAIVER; ENTIRE AGREEMENT

If we do not exercise or enforce any right or provision of these Terms, that does not constitute a waiver of that right or provision.

These Terms, together with the policies they refer to, constitute the entire agreement between you and us in relation to your use of the Services and your purchases, and supersede any prior agreements, communications and proposals between you and us relating to the same. This clause does not limit or exclude any liability for fraud, and it does not limit any information that is treated as forming part of the contract under applicable consumer law (including pre-contract information required by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013).

SECTION 24 — ASSIGNMENT

You may not transfer or assign these Terms, or any of your rights or obligations under them, to any other person without our prior written consent. We may transfer our rights and obligations under these Terms to another organisation, but this will not adversely affect your rights or our obligations under these Terms, and we will notify you if this happens.

SECTION 25 — GOVERNING LAW AND JURISDICTION

These Terms, and any contract between us for the sale of products, are governed by the law of England and Wales, except that if you live in Scotland you may also rely on Scots law, and if you live in Northern Ireland you may also rely on Northern Irish law.

You can bring legal proceedings in respect of these Terms or any contract between us in the courts of England and Wales; if you live in Scotland, you can bring proceedings in either the Scottish or the English and Welsh courts; and if you live in Northern Ireland, you can bring proceedings in either the Northern Irish or the English and Welsh courts. Nothing in this section limits your right as a consumer to bring or defend proceedings in the courts of the part of the United Kingdom in which you live.

SECTION 25.2 — Arbitration and Dispute Resolution

25.2.1 Good-faith escalation.
Before commencing any court proceedings or arbitration, the parties shall first try in good faith to resolve any dispute, controversy or claim arising out of or in connection with these Terms, any order, or any products supplied under them, by written notice and reasonable negotiation for a period of 14 days after one party gives the other notice of the dispute.

25.2.2 B2B disputes.
If the dispute relates to a contract entered into wholly or mainly for the purposes of a trade, business, craft or profession, the dispute shall be finally resolved by arbitration under the Arbitration Act 1996, seated in London, England. The tribunal shall consist of one arbitrator unless the parties agree otherwise. The arbitration shall be conducted in English. The arbitrator shall be appointed by agreement between the parties within 14 days of a request for arbitration, and failing agreement shall be appointed, on application by either party, by the President of the Law Society of England and Wales or such other appointing authority as the parties may agree in writing.

25.2.3 B2C disputes.
If the dispute relates to a consumer contract, any dispute may be referred to arbitration seated in London, England, only to the extent permitted by applicable law and without prejudice to any mandatory consumer rights or remedies. Nothing in these Terms requires a consumer to waive any right or remedy that cannot lawfully be excluded, restricted or waived, including any statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where arbitration is permitted and invoked, the tribunal shall consist of one arbitrator appointed in the same manner as set out in clause X.2, unless the parties agree otherwise.

25.2.4 Seat, law and procedure.
The seat of the arbitration shall be London, England. The law governing the arbitration agreement shall be the law of England and Wales. The arbitration shall be conducted confidentially to the extent permitted by law. The tribunal may decide any question of its own jurisdiction, including any question as to the existence, scope, validity or enforceability of the arbitration agreement.

25.2.5 Injunctive and urgent relief.
Nothing in this clause prevents either party from applying to the courts for urgent interim or injunctive relief, including relief to protect confidential information, intellectual property, payment rights, or to preserve the status quo pending determination of the dispute.

25.2.6 Small claims and statutory claims.
Nothing in this clause prevents a consumer from bringing any claim in a court or tribunal where mandatory law gives the consumer that right, and nothing in this clause prevents either party from bringing a claim that must, by law, be brought in a particular forum.

SECTION 26 — CHANGES TO THESE TERMS

You can review the most current version of these Terms at any time on this page. We may update or change these Terms from time to time by posting the updated version on our website, for example to reflect changes in our products, our business or the law.

Changes apply prospectively only: the version of these Terms in force when you place an order is the version that applies to that order, and changes will not affect orders we have already accepted or any rights that have already accrued to you. We will notify you of material changes in accordance with applicable law, and such changes will take effect on the date specified in the notice. Your continued use of the Services after changes take effect constitutes acceptance of the updated Terms for future use and orders.

SECTION 27 — HEADINGS

The headings used in these Terms are included for convenience only and will not limit or otherwise affect these Terms.

SECTION 28 — COMPLAINTS AND CONTACT INFORMATION

If you have any questions about these Terms, or any complaint about the Services or a product, please message us on the website or contact us and we will do our best to resolve the issue promptly:

Sillage Souk
13 Canterbury House, Bow Road
London E3 3AU
United Kingdom
Email: hello@sillagesouk.com
Sole Trader

Nothing in these Terms prevents you from referring a dispute to any alternative dispute resolution scheme available to you or from exercising your statutory rights.