Partner Information

Product Ranking on Silk Gallery

Silk Gallery uses a combination of merchandising principles and algorithms to rank its products.

Main Product Listing and Search Results Pages

Products will be displayed based on a combination of the following criteria:

For non-logged-in users

The first 10 rows of products include:

Best sellers in the country where purchases are being made
New arrivals
Models that are of strategic importance to Silk Gallery. This includes products back in stock or those that are widely available in main sizes.

The remaining products are ranked based on product sales in the country from which purchases are being made, availability of the most frequent sizes, product newness as well as products for which we have significant inventory. We also prioritize the ranking of our full-price Silk Gallery products over Silk Gallery Outlet products.

From time to time, Silk Gallery reserves the right to remove or limit the display of discounted or promotional products, in particular, outside of a sales and/or promotional period. Conversely, during a sales and/or promotional period, we may choose to increase the visibility of these products.

For logged-in users

The ranking of the first 200 rows of products displayed is based on browsing and purchase history. Using the information below, products are then ranked by relevance:

Number of views in the past month
Purchases you made in the past 4 months
Items you added to your cart in the past 4 months
Items you saved in the past 4 months

The next 10 rows of products that appear include:

Best sellers in the country where purchases are being made
New arrivals
Models that are of strategic importance to Silk Gallery. This includes products back in stock or those that are widely available in main sizes.

For the Silk Gallery New Arrivals category

For logged-in users

The ranking of the first 200 rows of products displayed is based on browsing and purchase history. Using the information below, products are then ranked by relevance:

Number of views in the past 7 days
Purchases made in the past 12 months
Items added to cart in the past 12 months
Items saved in the past 4 months

Furthermore, all products are ranked by arrival date on the site, from most recent to oldest. Products added to our site on the same date are ranked based on size availability and unit sales volume, from highest to lowest.

For non-logged-in users

All products are ranked by date on the site, from most recent to oldest. Products published on our site on the same date are ranked based on size availability and unit sales volume, from highest to lowest.

As a general rule, products from our partner brands will not appear in our “New Arrivals” category, except:

If the entire brand is managed by our partner
If it is a hyped / trendy product launch
If it is a range expansion with more sizes available as part of a wholesale sale

Pages listing Outlet and promotional products

For non-logged-in users

All rows are ranked based on the following:

Products on promotion in the past 14 days in the country where purchases are being made
Product stock level

Other products are ranked based on their sales in the country where purchases are being made, available sizes, as well as based on product newness and products for which we have larger inventory.

For logged-in users

The ranking of the first 200 rows of products is based on browsing and purchase history. Using the information below, products are then ranked by relevance:

Number of views in the past month
Purchases made in the past 4 months
Items added to cart in the past 4 months
Items saved in the past 4 months

Other products are ranked based on the following:

Their sales in the country from which the Silk Gallery site is accessed in the past 14 days
Product stock levels

Sorting Options

You can sort results in multiple ways to determine the order in which products are displayed. Here are some of the available criteria:

New Arrivals: products are presented from most recent to oldest. Products added on the same date are ranked based on size availability and best-selling items.
Price: High to Low: products are displayed based on selling price, from highest to lowest. Products with identical prices are ranked based on the most frequent sizes and best-selling products.
Price: Low to High: products are displayed based on selling price, from lowest to highest. Products with identical prices are ranked based on the most frequent sizes and best-selling products.

Product Description Page, Carousels and Product Grids

We also offer a section titled “YOU’LL LOVE THIS,” as well as complementary items and a “Shop the Look” section on all devices, which offer up to 20 additional items to discover. We present non-logged-in customers with products based on a product comparison score between items that analyzes the similarity between two products, based on the browsing history of the average Silk Gallery customer. Products are ranked according to the highest product comparison score.

If you are logged into your Silk Gallery account, the “You’ll Love This” products presented will depend on your gender, as stated in your profile. Products are then ranked based on the following information:

Number of views in the past 7 days
Purchases made in the past 12 months
Items added to cart in the past 12 months
Items saved in the past 12 months

The complementary products presented will depend on your gender, as stated in your profile. Products are then ranked based on the following information:

Number of views in the past 7 days
Purchases made in the past 12 months
Items added to cart in the past 12 months
Items saved in the past 12 months

We also ensure that we do not show you products that, in our view, would not go with certain items. For example, we will not recommend a romper to wear with a dress, or jeans to wear with pants.

Other customers also bought the products shown to you depend on Silk Gallery customer interactions with the product but also on your gender, as stated in your profile. Products are then ranked based on the following information:

Number of views in the past 7 days
Purchases made in the past 12 months
Items added to cart in the past 12 months
Items saved in the past 12 months

Shop the Look: the products shown to you use visual recognition technology to identify products similar to the products displayed in the product image on the listing page. For example, if a customer searched for jeans, “Shop the Look” might show a t-shirt, shoes, or accessories similar to those worn by the model.

The similar items carousel appears to customers viewing a product (PDP) where all sizes are completely out of stock, as well as through saved items, as customers can choose to see similar products. This option selects and displays similar products using a comparison score that evaluates how similar one product is to another based on the browsing history of all users. The products presented are therefore those with the highest comparison score.

Additional Information

Customer Testing

Silk Gallery’s approach to rankings is constantly evolving, as we also conduct testing with certain groups of customers. During these tests, customers may temporarily see product rankings different from those explained above. However, when the results of these tests lead to a change in how we rank products, we will report it on this page.

Models with Limited Size Range

To improve customer experience, we reserve the right to remove or limit the visibility of products available in less frequent sizes in search results and product carousels.

Payment Complaint Procedures

We are sincerely sorry that you need to file a complaint regarding the services provided by Silk Gallery Payments UK Limited.

If you wish to contact our customer service to file a complaint, our advisors are here to help you. Our team of experts will ensure that your request reaches the right team if it cannot be handled and/or resolved directly.

To file a complaint, simply follow the steps below:

Click the “Contact Us Now” button below or click here to chat with our team.
Try to provide as much information as possible (for example, your order number and your email address registered with Silk Gallery), so that our team can help you as best as possible.

Once our team has recorded your complaint:

The team will acknowledge receipt and confirm that an investigation has been opened.
Within 15 business days, the complaints team will provide you with:
- a complete response and decision regarding your complaint; or
- a response indicating that further investigation is necessary. In this case, a complete response and decision regarding your complaint will be provided to you within 35 business days.

If you are not satisfied with the response provided by Silk Gallery Payments UK Limited and your complaint concerns the payment services offered, you have the option to transfer your complaint and Silk Gallery’s decision to the Financial Ombudsman Service, which you can contact by the following means:

By mail at: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
By phone at:
- Landline: 0800 023 4567
- Mobile: 0300 123 9123
- Outside the UK: +44 20 7964 0500
By email at: complaint.info@financial-ombudsman.org.uk
Online at: https://www.financial-ombudsman.org.uk/contact-us/complain-online

You have 6 months from the decision made by Silk Gallery to contact the Financial Ombudsman Service.

The decision made by the Financial Ombudsman Service is final regarding the complaint.

European Union Report on the Platforms-to-Business (P2B) Regulation

2023: During the period from January 1, 2023 to December 31, 2023, Silk Gallery received 0 complaints through its “platforms-to-business” support channel.

Total number of complaints filed: 0; main types of complaints N/A; average complaint resolution time N/A and complaint outcomes N/A.