Customer Care
COVID-19: Due to the current global situation please be aware that there may be a slight delay in usual delivery times. Your patience and understanding during this time is greatly appreciated. Should you require any further information or assistance please don't hesitate to contact us at customercare@silklaundry.com.au.
Shipping
We deliver Internationally.
All orders are processed within 1-2 days and dispatched the following business day.
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.
SHIPPING COSTS
We offer free standard shipping on all orders over $350 USD.
International Carbon Offset Express Shipping $20.00 USD.
Courier: DHL
Delivery Time: 4-10 business days*
*Delivery times provided are an estimation only and can differ depending on your location.
TRACKING YOUR 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.
CUSTOMS, DUTIES & TAXES
For each order, delivery duties and import taxes are calculated at checkout based on the shipping destination. Orders will be shipped on a DDP (Delivery Duty Paid) basis, meaning all applicable import duties can be paid at time of checkout and you should not have to pay any additional charges when your order arrives.
Excluded countries include; Cabo Verde, Sudan, South Sudan, Somalia, Antartica, South Georgia, South Sandwich Islands, Iraq, SAR, East Timor, Turkmenistan, Northern Ireland, Russia, Micronesia, Marshall Islands, Palau, Saint-Pierre, Puerto Rico, Brazil, Falkland Islands.
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.
RETURNS
Silk Laundry offers credit notes or refunds on all full price purchases from silklaundry.com, within 20 days of purchase date.
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.
Please note that you will be required to pay for your own shipping costs if you decide to return your order. Shipping costs are non-refundable and Silk Laundry does not cover the cost of return shipping.
EXCHANGES
Exchange your item/s for an alternative size in the same style.
LODGE YOUR RETURN REQUEST HERE
IN-STORE RETURNS
All full price items purchased in-store are eligible for a credit note or exchange only within 10 days of purchase date.
Please note that items sold through ARCHIVES by Silk Laundry are unable to be accepted in any of our Silk Laundry stores for credit note, exchange or refund.
ARCHIVES BY SILK LAUNDRY
Please note that credit notes issued from archivesbysilklaundry.com are not valid for use on silklaundry.com.
For more information on our returns policy for items sold on archivesbysilklaundry.com please click here.
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.
Bridal
Begin your bridal journey by booking your private fitting appointment in one of our bespoke boutiques. Hosted by our experienced in-store stylists, our private appointments accommodate the bride and up to 6 guests, with showrooms located in Brisbane, Gold Coast, Melbourne, and Sydney. Our standard fitting duration is 1 ½ hours — though if you need more time, just let us know. To guarantee an unforgettable experience, we require bookings with at least 24 hours notice. Once you have decided on your bridal piece(s), you can place your order during your appointment or at a later date via our Customer Care team. Full payment is required at the time of placing your order.
All of our bridal pieces are made to order specially for you, because of this we are unable to accept any refunds.
All of our bridal pieces are available in samples to try in sizes S/ M/ L and available to order in sizes from XXS to XL. We can accommodate alterations to the length of our bridal dresses only which will incur an additional fee. We are unable to make any further alterations, however, our Store Managers can refer you to a local, bespoke tailor.
Once your bridal piece(s) have arrived our team will be in touch with you to organise either in-store pickup or delivery to your chosen address. Your piece(s) will be delivered in a custom Silk Laundry garment bag.
Our bridal pieces are created using 100% sandwashed silk in 40 momme.
Yes, you can. We offer Afterpay in-store.
All of our bridal samples are mid-length and we can accommodate alterations to the length of our bridal dresses only which will incur an additional fee. We are unable to make any further alterations, however, our store stylists can refer you to a local, bespoke tailor.
Once you receive your dress, alterations and adjustments are very common. All alteration costs are to be covered by yourself once you receive your bridal piece(s). Silk Laundry takes no responsibility for the quality of the alterations or final product as a result of alterations, any altered item(s) cannot be returned as faulty. Please contact our in-store stylists for bespoke tailor recommendations depending on your city.
Your measurements will determine the sizing and proportions that best suit you - please refer to our size guide on the product pages or contact your Online Stylist.
All of our bridal pieces are made to order specially for you, please allow 12 weeks from order to delivery. If you need it sooner than that, reach out to our customer care team and we can query a priority order with our production team for you.
Please be mindful that because each piece is made to order specifically for you, we are unable to accept any returns or refunds on Bridal. Once an order has been processed it is immediately sent to our production team and is unable to be cancelled or refunded.
Payment Methods
We accept the following payment methods:
Visa, Mastercard, Amex, Shop Pay, Apple Pay, Google Pay, PayPal, Alipay, UnionPay, GCash, KakaoPay, Venmo, WeChat Pay, Dana, Boleto, JKOPay and Mercadopago.
Buy now, pay later options available:
Afterpay and Klarna.
When selecting any third party payment options you will be directed to the merchant portal to log in. Once the transaction is complete you will be redirected back to Silk Laundry.
Sizing
Silk Laundry garments are designed to float gracefully down the body - not fitted, rather elegantly flattering to emphasise the beauty of the fabric and the natural curves of your body.
The following chart provides information on Silk Laundry sizing to help you decide which size is right for you, you can also find specific product measurements for each garment on the product page under Size and Fit.
| 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 |
If you are unsure of sizing, we recommend taking your measurements to determine your best fit and our Customer Care team is always readily available as well to assist with any sizing queries you may have.
Care Guide
Silk is an incredibly beautiful yet delicate fabric, we recommend a gentle hand wash in cold water which is the best process to ensure the fabric integrity and longevity.
Here are some simple steps to caring for your silk:
- Fill a bucket or sink with cold water and add approximately one small capful of a mild, gentle or sensitive detergent.
- Immerse your silk garment in the water (a single garment at a time or like colours only), gently moving it through the water to soak it through. Leave it to sit in the water for 5-10 minutes, do not soak for longer than 30 minutes.
- Run cool clean water through the garment to rinse the detergent. Do not wring or twist, instead, gently press the water out of your garment between your hands or place in a towel and press out excess water.
- Lay the item flat on a drying rack or hang to air dry in the shade, out of direct sunlight.
Some additional tips to care for your silk:
- Avoid contact with rough surfaces, be mindful of jewellery pieces to prevent pulls or abrasive marks in the fabric
- Invest in a steamer, this is the best method to keeping your silk pieces wrinkle free. If you don’t have a steamer, use your iron on it's lowest setting, turn your garment inside out and lightly iron on the reverse side.
- Avoid harsh detergents. Do not wring, soak or bleach your silk garments. Do not tumble dry, iron or leave rolled up wet. Avoid dry cleaning, hand washing is the best and safest method for washing your silk garments.
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.