Try at Home Concierge Service FAQs
How are Try at Home orders different from regular orders?
Try at Home orders allow you to try items before purchasing. Payment is only captured for the items you choose to keep.
Is there a limit to how many items I can order?
Yes, the limit is 3.
How long do I have to try on items at home?
You have 3 days to try on your items once your full order has been delivered.
How do I complete my order?
To complete your order, please log in to the Customer Portal App. There, you can finalise which items you wish to keep and process returns if necessary. Instructions and links to the portal are provided via email and SMS after your order is placed.
When will I be charged for my order?
You will only be charged for the items you keep when you finalise your order in the Customer Portal App. During the trial period. If you return all items, a $15.00 restock fee will apply to cover handling and processing costs.
Can I use any payment method?
Currently, only debit/credit cards and Shop Pay are accepted for Try at Home orders. Buy Now, Pay Later services like Afterpay or ZipPay are not supported.
How does the authorization process work?
When you place an order using the Try at Home service, we authorize your payment method for the total order amount at checkout. This authorization ensures the payment method is valid and reserves the funds until you decide which items you want to keep. This is not an actual charge, and no funds will be deducted from your account immediately. The amount will show as pending.
What happens if I don’t make a decision by the end of the trial period?
During your trial period, you will receive reminders via email and SMS. If you do not complete your order before the trial expires, we will automatically charge you for all items in your order.
What if I need more time to decide?
If you need more time beyond the provided trial period to decide on your items, please contact support@trywithmirra.com
Extensions may be granted on a case-by-case basis to ensure you have enough time to make your decision.
Will all items in my order arrive at the same time?
Your ordered items may arrive in separate parcels as some items may be shipped from a Silk Laundry store. Your trial period will begin once all items have been delivered.
How do I pay for the items I want to keep?
Your payment details are securely stored when you place a Try at Home order. You will be automatically charged once you confirm the items you wish to keep via the Customer Portal App.
How do I return items?
Once you select the items to return in the Customer Portal App a return label will be automatically generated and emailed to you. Details and instructions for processing returns are available in the Customer Portal. All returns must be initiated within the trial period to avoid charges for the items.
I have soiled an item in my order, how do I rectify this problem?
All garments are thoroughly inspected upon return. If we find that items within your order have been soiled, an automatic charge of $30.00 will be charged from your payment method to cover dry cleaning costs.
Is the Try at Home service available in-store?
No, the Try at Home service is only available through Silk Laundry’s online Australian store.
Is the Try at Home service available on the Silk Laundry App?
No, the Try at Home service is not available on the Silk Laundry App, it is only available through Silk Laundry’s online Australian store.
I am having issues with the Try at Home App. Who do I contact?
If you experience any issues with the Customer Portal App, please contact support@trywithmirra.com
