Terms of service

Last updated: 22/07/2026

1. Company Information

This website is operated by silkbyhand, trading as rubyandrachel.

Business details:

  • Company name: silkbyhand
  • Brand name: rubyandrachel
  • Chamber of Commerce (KvK): 99458942
  • VAT number: NL005388543B82
  • Business address: Welnapad 30, 1096 GK, Amsterdam NL
  • Customer service email: rubyandrachelshop@gmail.com

Throughout the website, the terms "we", "us", and "our" refer to the company operating this website.

By accessing our website and purchasing from our store, you agree to these Terms and Conditions.

2. Products

Our store sells fashion and lifestyle products including but not limited to underwear, bras, skirts, tops, and scrunchies. Additional products may be added in the future.

We aim to display product images and colours accurately, but cannot guarantee your device will display colours exactly as intended.

We reserve the right to modify or discontinue products at any time.

3. Pricing

All prices on this website are listed in EUR and include VAT unless otherwise stated. Shipping costs are calculated during checkout. We reserve the right to change prices or correct pricing errors at any time.

4. Orders

When you place an order through our website:

  1. You will receive an order confirmation email.
  2. Payment must be completed before the order is processed.
  3. The purchase agreement is formed once payment has been successfully processed.

We reserve the right to cancel or refuse orders suspected of fraud or unauthorized activity.

5. Payment

Payments are processed through secure payment providers available at checkout. Accepted payment methods may include credit cards, digital wallets, and other supported online payment services. All transactions are processed securely through third-party payment providers.

6. Minimum Age

You must be at least 18 years of age to make a purchase on this website, or have the consent of a parent or legal guardian.

7. Shipping and Delivery

All pieces are handmade to order in the Netherlands. Please allow 3–7 business days for production before your order is shipped. Full delivery estimates by region are available on our Shipping Policy page.

We are not responsible for delays caused by shipping carriers, customs procedures, or circumstances outside our control.

International orders, including those to the United Kingdom and United States, may be subject to customs duties, import taxes, or handling fees depending on your country's regulations. These charges are the responsibility of the customer.

Risk of loss and damage passes to you upon delivery of the products.

8. Right of Withdrawal

Customers located in the European Union have the right to withdraw from their purchase within 14 days of receiving their order, in accordance with the EU Consumer Rights Directive.

To exercise this right, contact us within the 14-day period.

Returned items must be unused, unworn, with tags attached, and in original packaging.

The customer is responsible for the cost of return shipping.

Refunds will be processed within 14 days of us receiving the returned items, using the same payment method as the original purchase.

Orders placed from outside the European Union, including the United Kingdom and United States, are final and cannot be returned. If an international order arrives damaged, defective, or incorrect, please contact us and we will find a solution on a case-by-case basis.

9. Hygiene Products

Due to hygiene reasons, underwear and other intimate products are shipped with a protective hygiene seal. These items can only be returned if the hygiene seal remains intact and unbroken. Once the hygiene seal has been broken or removed, the item cannot be returned.

We reserve the right to refuse returns that do not meet these hygiene requirements.

10. Defective Products

If a product arrives damaged or defective, please contact us as soon as possible and no later than two months after discovering the defect.

We will offer repair, replacement, or refund where required by the Dutch Civil Code (Burgerlijk Wetboek).

11. Intellectual Property

All website content, including images, logos, product designs, text, and graphics, is the intellectual property of silkbyhand and may not be reproduced without permission.

12. User Content

By tagging our brand, submitting reviews, or sharing content related to our products, you grant us permission to repost or use this content for marketing purposes unless you explicitly request otherwise.

13. Liability

Our total liability for any claim arising from your use of this website or our products is limited to the amount you paid for the relevant order.

We are not liable for any indirect, incidental, or consequential damages arising from your use of this website or our products, to the extent permitted by applicable law.

Nothing in these Terms and Conditions limits your statutory rights as a consumer under Dutch or EU law.

14. Privacy

Your personal information is handled according to our Privacy Policy and applicable data protection laws including the General Data Protection Regulation (GDPR).

15. Dispute Resolution

If you have a complaint, please contact us first at rubyandrachelshop@gmail.com and we will do our best to resolve the matter.

If we are unable to reach a resolution, you may submit a complaint through the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.

16. Governing Law

These Terms and Conditions are governed by the laws of the Netherlands. Any disputes that cannot be resolved through the dispute resolution process above will be submitted to the competent court in Amsterdam.