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 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.
SHIPPING COSTS
We offer free standard shipping on all orders over $300 AUD.
Australia-Wide Express Shipping $10.00 AUD or free on orders over $300 AUD.
Delivery Time: 1-4 business days*
International Standard Shipping $30.00 AUD or free on orders over $300 AUD.
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
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.
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 110% credit notes or refunds on all full price purchases from silklaundry.com.au, within 20 days of purchase date.
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.
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
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 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
All items sold through ARCHIVES by Silk Laundry can only be returned for a credit note within 10 days of delivery date.
Please note that credit notes issued from archivesbysilklaundry.com are not valid for use on silklaundry.com.au.
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.
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. If you received a Silk Laundry organza bag with your order this will also need to be returned to us, unused and in the original condition.
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
We accept the following payment methods:
Visa, Mastercard, Amex, Shop Pay, Apple Pay, Google Pay, Afterpay and PayPal.
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.
You can also choose to pay with PayPal. When selecting this option you will be directed to the PayPal website to log in. Once the transaction is complete you will be redirected back to Silk Laundry.
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
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 AUD 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.
Australia-Wide estimated delivery time frame: 1-4 business days*
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.