Customer Care

Shipping

Returns

We are very proud of our reputation for quality and hope you are satisfied with your order. In the instance that you may need to return an item please see our return policy and process outlined below.

LODGE YOUR RETURN REQUEST HERE

RETURNS

Silk Laundry offers 110% credit notes* or refunds on all full price purchases from our online store, within 20 days of purchase date.

All sale items are final sale only and are unable to be accepted for credit, refund or exchange. This includes all items in our ‘The Archives’ sale category of the website and all items purchased using a discount code or temporary promotion.

Where a credit note is issued, it will be at 110% of your order value, excluding any shipping costs. Credit notes will be sent via email once your return has been processed, and will then be available to use immediately through our online store and boutiques.

All refunds are processed in the original currency of the order to the original method of payment, excluding any shipping costs or additional charges, including customs, duties or sales taxes. Any conversion loss will not be covered within the refund process.

EXCHANGES

Exchanges are available for alternative sizes only. If you would like to exchange one item for another you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our returns policy. You can also choose to receive your refund as a Silk Laundry credit note, which will enable you to purchase a replacement item quickly and seamlessly.

IN-STORE RETURNS

All full price items purchased in-store are eligible for a credit note or exchange only within 20 days of purchase date.

RETURNS PROCEDURE

Item(s) must be returned in original condition, unworn, unwashed and with all tags remaining in place within 20 days of purchase date.

Once your return has been processed, you will receive an email with details on how to send your item(s) back to us. Please then return your item(s) within 7 days of lodging your return, we are unable to accept late returns.

Silk Laundry will review the item(s) returned and if they meet the conditions of our returns policy your return will be approved and processed. Returns that do not meet or follow our return policy and procedures can not be accepted and will be sent back to the customer.

Silk Laundry does not refund any initial shipping charges or additional charges, including customs, duties or sales taxes. We recommend using a registered and trackable method of return shipment and can not process or accept liability for returns that are lost or damaged via return delivery.

FAULTY/DAMAGED ITEMS

For all faulty or damaged items, please email customercare@silklaundry.com.au so that our Customer Care team can arrange for the item to be repaired or replaced. Please also include a photo of the issue so our team can assist in resolving the matter as quickly as possible. Item(s) are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase.

Faulty or damaged items will need to be returned in an otherwise original condition. Once we have received the item we will assess the fault and reserve the right to repair or replace. If the item is no longer in stock, a full refund inclusive of shipping costs will be issued.

Items damaged as a result of normal wear and tear, incorrect use or incorrectly washed, are not considered to be faulty or damaged. Silk is a very delicate fabric and should be handled with care, for more information on how to care for your Silk Laundry pieces see our Care Guide below.

Payment Methods

Gift Cards

To purchase a virtual gift card, please click here. Gift cards purchased online are delivered via email. Simply select your preferred value, include the recipient's name and email and the virtual gift card will be delivered to the gift recipient's email once checkout has been completed.

If the whole amount gifted is not redeemed all at once, the remaining balance will be available to use on an additional purchase using the same gift card code.

Please note that gift cards are non-transferable or refundable if unused.

Silk Laundry in-store and online gift cards are sold subject to the following terms and conditions:

Gift cards are valid for five years from date of purchase.
Gift cards can be redeemed against all products on the Silk Laundry online store and in our retail stores.
Gift cards are non-transferable, can not be returned, refunded or redeemed for cash.
If the order total is less than the value of the gift card, the remaining balance will be available to use on subsequent orders using the same gift card code at checkout.
If your order total exceeds the value of the gift card the remaining balance must be paid by credit card.
If you return any item/s you have purchased using a gift card, the value will be returned as a store credit.
Virtual gift cards will be emailed once the full order has been processed and payment has been taken.
Silk Laundry is not liable for delivery of a virtual gift card to an incorrect or non-existent email address. This is the sole responsibility of the purchaser to ensure recipient details are correct upon checkout.
Silk Laundry is not responsible if a gift card is lost, stolen, destroyed or used without permission.
Silk Laundry reserves the right to cancel a gift card if we deem such action necessary.
Promotion codes cannot be applied to the purchase of gift cards.
Sales taxes, customs and duties and shipping is applicable on any products purchased with a Silk Laundry gift card.

Sizing

Care Guide

FAQs

DO YOU SHIP INTERNATIONALLY?

Yes, we ship internationally. All orders are shipped via DHL and all orders over $300 USD receive free international shipping.

CAN I RETURN MY ORDER?

We accept returns - but we ask that you consider your purchase.

If you receive an item that’s not quite right we can assist you with finding the right solution. As a business that is making considered decisions every day to be more accountable we encourage you to do the same. Frivolous purchasing with an intention to return is a habit we do not support, please remember that the process of returning carries an environmental cost to our planet. For more information on returns, please see our policy above.

AM I LIABLE FOR CUSTOMS AND DUTIES ON MY ORDER?

Silk Laundry ships on a DDU (Delivery Duty Unpaid) basis and does not cover any customs, duties or taxes applied to orders. These additional costs are not included in our product prices or shipping fees and are at the receivers expense. For further information regarding payable customs, duties or taxes please check with your relevant customs authority.

CAN I CANCEL OR MAKE CHANGES TO MY ORDER?

All orders are processed within 24-48 hours and dispatched the following business day. If you have made an error with your order please contact our Customer Care team immediately and we will do our best to assist you prior to dispatching your order. Unfortunately, we cannot guarantee that we will be able to cancel or change your order once it is placed as our warehouse team will promptly prepare it for dispatch and the window to make changes is very limited.

DO I NEED TO SIGN FOR MY ORDER WHEN IT ARRIVES?

Silk Laundry endeavours for all orders to be delivered safe and sound in a timely manner, which means a signature is required on delivery of all orders. Please ensure you provide a contact number and correct delivery address in order to receive your package.

HOW LONG WILL MY ORDER TAKE TO ARRIVE?

All orders are processed within 24-48 hours and dispatched the following business day. Once your order has been dispatched, you will receive a shipment notification.

International estimated delivery time frame: 4-10 business days*

*Delivery times provided are an estimation only and can differ depending on your location.

HOW DO I TRACK MY ORDER?

Once your order has been dispatched, you will receive a shipment notification. This will include a tracking number so that you can track your order via the carriers website.

If you are unable to find your tracking number, please contact our team at customercare@silklaundry.com.au.

HOW DO I PAY WITH AFTERPAY?

At checkout, Afterpay is offered as a payment option for Australian and United States customers. Afterpay allows you to receive your order straight away, then pay your purchase off in four interest-free fortnightly payments. When you select Afterpay as your payment method, you will be redirected to the Afterpay website to process your transaction. You will need to register with Afterpay, or simply log in if you already have an account. To register you will need a debit or credit card, an Australian residential address and be aged over 18 years. For more information on Afterpay, please click here.

	XXS	XS	S	M	L	XL
Australia	4	6	8	10	12	14
US & Canada	0	2	4	6	8	10
UK	4	6	8	10	12	14
Europe	32	34	36	38	40	42
Japan	5	7	9	11	13	15
Italy	36	38	40	42	44	46