Customer Care

We are very proud of our reputation for quality and hope you are satisfied with your order. All items sold through ARCHIVES by Silk Laundry may only be returned for a credit note within 20 days of delivery date.

In the instance that you may need to return an item please see our return policy and process outlined below.

CREDIT NOTES

Credit notes will be sent via email once your returned item has been received, approved and processed, your credit note will then be available to use immediately through our ARCHIVES by Silk Laundry store.*

All credit notes are processed in the original currency of the order, excluding any shipping costs or additional charges, including customs, duties or sales taxes. Any conversion loss will not be covered within the refund process.

*Credit notes issued from archivesbysilklaundry.com are not valid for use on silklaundry.com.

IN-STORE RETURNS

Products sold through ARCHIVES by Silk Laundry are unable to be accepted in any of our Silk Laundry stores for credit note, exchange or refund.

RETURNS PROCEDURE

Item(s) must be returned in original condition, unworn, unwashed and with all tags remaining in place within 20 days of delivery 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. 

Please note: return shipping costs are not covered by Silk Laundry and are the responsibility of the customer.  

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.

We accept the following payment methods: 
Visa, Mastercard, Amex, Shop Pay, Apple Pay, Google Pay and PayPal.

At checkout, Afterpay is offered as a payment option for Australian, New Zealand 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.

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. 

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.

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: 

1. Fill a bucket or sink with cold water and add approximately one small capful of a mild, gentle or sensitive detergent. 
2. 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. 
3. 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. 
4. 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.

DO YOU SHIP INTERNATIONALLY?

Yes, we ship internationally. All international orders are shipped via DHL.

CAN I RETURN MY ORDER?

We are very proud of our reputation for quality and hope you are satisfied with your order. All items sold through ARCHIVES by Silk Laundry may only be returned for a credit note within 10 days of delivery date. 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 EXCHANGE OR RETURN MY ITEM(S) IN-STORE?

Products sold through ARCHIVES by Silk Laundry are unable to be accepted in any of our Silk Laundry stores for credit note, exchange or refund. All items sold through ARCHIVES by Silk Laundry may only be returned for a credit note within 10 days of delivery date and must be sent back to our warehouse in order to be processed.

CAN I USE MY CREDIT NOTE ON SILKLAUNDRY.COM OR IN-STORE?

Credit notes issued for products sold on ARCHIVES by Silk Laundry are only able to be redeemed on archivesbysilklaundry.com and are not valid for use on silklaundry.com or in any of our retail stores.

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. For more information on Afterpay, please click here.