FAQs

Orders

How will I know my order has gone through?

You will receive an email as soon as your order has been confirmed. Please make sure to check your junk folder. If you haven’t received an order confirmation within an hour please contact our Customer Care team here about the status of your order and they will be able to assist you further. 

Can I cancel or make changes to my order?

If you need to cancel or modify your order, please contact us as soon as possible. We will make every effort to accommodate your request, but cannot guarantee your order will be able to be adjusted once it’s been confirmed. Processed and dispatched orders can not be canceled or modified.

Payments

What forms of payment do you accept?

Silk Laundry accepts the following forms of payment for online purchases: Visa, MasterCard, American Express and PayPal. In certain regions, Afterpay and Klarna are also available.

I’ve received an email that my order might be fraudulent. Why?

Our system automatically reviews and verifies orders based on a variety of factors. Your order is most likely to be reported as fraudulent if you have ordered from a different country to where your credit card is issued. If you receive an email from us, please respond to confirm your order and we will proceed with your purchase.

Shipping

How much does shipping cost?

Please visit our shipping page here for detailed information on our shipping policy and costs.

Where does my order ship from?

Gold Coast, Australia.

Which courier company do you ship with?

We currently ship with Australia Post and DHL. 

How long does it take to dispatch my order?

Orders are dispatched within 1-2 business days. Please note that our warehouse does not dispatch orders on weekends or Australian public holidays. 

How long will it take to receive my order once it has been dispatched?

Once orders are processed and dispatched, allow 2-4 business days for delivery to AU metropolitan areas, 4-6 business days for delivery to AU rural areas and 2-8 business days for New Zealand.

How can I track my order? 

Once your order has been confirmed and dispatched, you will receive a shipping confirmation email which will include a link to track your order through the carrier. 

Do I need to sign for my order?

To ensure orders are delivered to the correct recipient, all orders require a signature on delivery. If you choose to waive this clause Silk Laundry does not accept liability for item(s) misplaced or lost during delivery.

Duties & Taxes

Should I expect to pay any taxes or customs duties when I receive my order?

Customs duties and import taxes are calculated and paid at checkout based on your shipping destination and the value of your items. Your order will then be shipped on a DDP (Delivery Duty Paid) basis, meaning all applicable import duties have been paid at time of checkout and you should not have to pay any additional charges when your order arrives.

Do you refund custom duties and taxes?

Customs duties and taxes are paid to your relevant customs authority and non refundable by Silk Laundry. To enquire about receiving a refund on custom duties and taxes please contact your relevant customs office.

Returns & Refunds

What is your return policy?

Please visit our returns page here for information on our returns policy or to start your return process.

How long will it take for my refund to be processed?

Once we receive and approve your return, the refund will be processed to your original payment method within 14 days of receipt. You will receive an email to confirm that your refund has been processed. 

I would like to return an item. What should I do?

Please visit our returns page here to understand if your order meets the conditions of our returns policy and to begin your return process.

I would like to exchange an item. What should I do?

You can return an item for an exchange if it meets the conditions of our returns policy. Exchanges are subject to stock availability. Please visit our returns page here to begin your exchange process.

Do you refund shipping costs?

Shipping costs are non refundable. Please note that in the case you are not eligible for a free returns label, we are unable to cover the return delivery costs.

Products & Stock

I’m not sure which size to choose. Can you help me?

Size guides and sizing notes with general recommendations are available on each product page to help you determine your ideal size. If you would like further assistance our customer care team is happy to support and can be contacted at customercare@silklaundry.com.

Where can I find the care instructions for a garment?

You can find the care instructions for each garment in the ‘Care Information’ tab on the product page. You can also find this information on the inside label of our products.

The item I’d like to purchase is out of stock. Will it be restocked?

All our collections are produced in limited quantities and may not be restocked once sold out. We recommend registering your interest on the product page and we will notify you if the item becomes available again.

Technical Issues

I haven’t received a confirmation of my order.

Please make sure your order confirmation email is not sitting in your junk folder. If you haven’t received an order confirmation within an hour please contact our Customer Care team here and they will be able to assist you further.

Contact & Customer Care

How can I contact Silk Laundry customer care?

We’re here to help. Contact us at customercare@silklaundry.com.

Where are your stores located?

You can find Silk Laundry store information here.

How can I contact your sales team?

For all wholesale inquiries, please contact wholesale@silklaundry.com

How can I contact your PR team?

For all press-related inquiries please contact pr@silklaundry.com

Do you have any open positions at the moment?

Please visit our careers page here and Linked In profile, to view all available position opportunities.

Gifts & Gift Cards

Can I exchange or return an item gifted to me by someone else?

Gift items may be returned or exchanged should they meet the conditions of our returns policy. Please visit our returns page here for information on our returns policy and to begin your return process.

Bridal

Where/how can I make an appointment?

Private appointments are available for brides and their guests to view and try on a selection of styles from the Silk Laundry Bridal Collection. Bookings are essential for all bridal appointments, unfortunately we are unable to accommodate walk-in requests. Appointments are available across our Melbourne, Sydney, Brisbane and Gold Coast stores. To book an appointment complete an enquiry form here.

What is the order process?

Your bridal appointment will be guided by our Store Managers; will have the opportunity to try a selection of styles from the collection. 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.

How many guests can attend my appointment?

We are able to facilitate up to 6 guests per booking. 

What is the timeframe of my appointment?

We are able to facilitate appointments up to 1h30.

How long will my bridal order take once confirmed?

All of our bridal pieces are made to order specially for you, please allow 12 weeks from order to delivery. If you require a rush order please reach out to our Customer Care team and we can query a priority order with our production team. Please note, this cannot be guaranteed. 

I ordered a bridal piece but have changed my mind, can I cancel or return it?

Each bridal piece is made to order, because of this, once a bridal order has been confirmed it cannot be canceled, modified or returned. All MTO bridal pieces are reviewed to ensure they are of the highest quality. If you are concerned about a fault please contact our Customer Care team immediately so that we can assist as best possible.

Can I make alterations?

We are able to make alterations to the length of your garment(s) only- alterations to length must exceed 10cm. Any additional alterations must be processed via an external tailor and 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.

Shipping/ pickup

Once your bridal order has 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.

Fabric and care

Our bridal pieces are created using 100% sandwashed silk in 40 momme. Silk is an incredibly beautiful yet delicate fabric, we recommend dry-clean only for all bridal pieces.

Private Styling

Where/how can I make an appointment?
Private styling appointments are available at our Melbourne, Sydney, Brisbane, and Gold Coast stores. To book an appointment, please complete an enquiry form here. Walk-ins cannot be accommodated.

How many guests can attend my appointment?
Appointments can be booked one-on-one or as group sessions for up to six guests. All appointments are scheduled before or after regular store hours to ensure complete privacy and dedicated assistance.

What is your cancellation policy?
We understand that circumstances may change. If you need to reschedule your appointment, we require at least 24 hours' notice. Please contact the boutique where your appointment is booked via phone or email here.

Private Styling $150 Credit
Silk Laundry offers a $150 credit to valued customers who spend $1,500 or more during a private in-store styling session. This credit is subject to the following terms and conditions:

1. The credit can only be redeemed in-store and cannot be used online.
2. The credit must be redeemed on the day of the session and applied to purchases made during your private styling appointment.
3. The $150 store credit provided during private styling appointments can only be used once every three months.
4. The $1,500 spend is per person and cannot be split among multiple participants in group styling sessions.
5. If you return any items purchased using the store credit, the value will be returned as store credit.
6. Store credit cannot be applied to the purchase of gift cards.