Due to the current global situation please be aware that there may be a slight delay in usual delivery times.
DHL and Australia Post are currently experiencing some delays and orders may take slightly longer than usual, they do however remain fully operational and have implemented safety precautions to alleviate risk for both yourself and their delivery drivers at the time of delivery.
Your patience and understanding during this time is greatly appreciated. Should you have any questions or concerns please don’t hesitate to contact our team for further assistance.
For regular updates on how we are approaching the situation, click here.
We deliver Australia-wide and Internationally.
All orders within Australia are dispatched via Australia Post. All International orders are shipped via DHL. All orders are processed within 24-48 hours 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.
We offer free standard shipping on all orders over $300.
- Australia-Wide Express Shipping $10.00 or free on orders over $300
- Delivery Time: 1-4 business days*
- International Standard Shipping $30.00 or free on orders over $300
- Delivery Time: 4-10 business days*
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 email@example.com.
CUSTOMS, DUTIES & TAXES
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.
*Delivery times provided are an estimation only and can differ depending on your location.
RETURNS POLICY & PROCEDURE
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.
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 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.
All full price items purchased in-store are eligible for a credit note or exchange only within 20 days of purchase date.
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.
For all faulty or damaged items, please email firstname.lastname@example.org 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 click here.