Help & FAQs
Welcome to Jasmine Silk's FAQ's and help page! Here you'll find the answers to some of our most asked question. Still can't find quite what you’re looking for, or have something we should know? Send us an email, we're happy to help.
How do I know my order has been placed?
Once your order has been successfully submitted, you'll see a confirmation message:
"Thank you – we have received your order."
Shortly after, you’ll receive an order confirmation email from us with your order details.
Where do I enter my discount code?
At checkout, look for the discount code box on the right-hand side under the order summary. Enter your code there and click ‘Apply’ to activate your discount.
Why was my credit/debit card declined?
If your card was declined, it’s usually best to contact your card issuer directly—they can explain the reason. Common issues include expired cards or incorrect details.
To try again with a different card, simply log into Your Account, go to your saved basket, and re-enter your payment information.
Is your website secure?
Yes. We use advanced encryption and secure checkout technology to keep your data safe.
We also value your privacy—your personal information is never shared.
Plus, our 14-Day Money Back Guarantee gives you added peace of mind.
How long does delivery take?
- UK orders: Delivered within 2–3 business days via Royal Mail or DPD.
- International orders: Delivery can take up to 2 weeks, depending on the destination.
What is the cut-off time for next day delivery?
Orders must be placed by 2:00 PM (Monday–Thursday) for next-day delivery.
Orders placed after 2:00 PM on Friday or over the weekend will ship the next working day.
Do I have to pay international taxes or duties (EU orders)?
No—VAT and duties for EU orders are included in the final price at checkout. Your order will arrive with all fees paid.
Where is my order?
To check the status of your order:
- ‘Your Account’ at the top of the page.
- ‘Order History’ to view dispatch details.
If your order isn’t listed, it may not have been successfully placed. You can also check your basket and proceed to checkout again if needed.
If you do not have an account please refer to the dispatch email with the tracking details.
Are Jasmine Silk pillowcases made from real silk?
Yes. We use only 100% Grade 6A long-fibre mulberry silk for our pillowcases and bedding. All products are available in 19 or 22 momme and are Oeko-Tex Standard 100 certified, meaning they’re free from harmful chemicals.
What’s the Difference Between Oxford and Housewife Pillowcases?
Housewife Pillowcases
This is the most common and simple pillowcase style. A housewife pillowcase fits snugly around the pillow, with a sewn edge and an internal flap to keep the pillow in place. It has a clean, minimalist look and is ideal for everyday use.
Oxford Pillowcases
Oxford pillowcases feature a decorative fabric border (usually around 7 cm) that frames the pillow. This border, or "flange," adds a touch of elegance and is often used to create a more luxurious, styled look—perfect for display on a made bed.
What is Momme?
Momme (mm) is the weight measurement used for silk—similar to thread count in cotton. A higher momme means thicker, more durable, and more luxurious silk. We recommend 19 or 22 momme for long-lasting quality.
Do you still need help?
We're happy to help! Please reach out to our customer service team via our Contact Us page or email us at info@jasminesilk.com for more assistance.
My question hasn't been answered, how do I contact you for more information?
Please send us an email at sales@jasminesilk.com or call us on 01784477488