HELP & FAQS

Customer satisfaction is important to us at Wild Silk Couture & Workshop.

 

If you have any queries relating to your order, please feel free to email us at wildsilkproductions@gmail.com.

Please ensure you include your mobile phone number. We will do everything that we can to assist you.

SHIPPING INFO
  • We are open over Christmas/ New Year period and Easter, but other services may not be. Please read the top of the page for courier cut-off days

  • We use two shipping services: Australia post (for outer suburbs, rural remote areas and International)        Sendle (for CBD and Australian capital areas)

  • We will always try to choose the best and most cost-effective option for your delivery. Your delivery address and postal code will influence whether sent via Sendle or Australia Post.

  • FREE STANDARD SHIPPING for Australia wide only with orders $150 and over. Additional services of signature delivery and extra insurance will incur extra costs.

  • FREE CLICK & COLLECT – with a 24 hour order processing time, available within Wild Silk business days and hours. Pick up at our Main Office, the address will be given after checkout by email or SMS. We have a contactless option if required, please advise in the delivery notes box at check out. Our premises have security cameras at the pick-up area to ensure safety.

  • SIGNATURE DELIVERY available with Australia Post only will incur an extra charge of $2.50 for Australian and  CBD local. $5.50 for International. SENDLE does not offer signature delivery. 

  • Your own courier pick-up. Please use the CLICK and COLLECT box at the checkout and advise us in the delivery notes the name of your chosen courier business. 

  • Dispatch days: Mon to Fri 8 am to 5 pm

  • We can do express deliveries but please note that express delivery times have been extended due to a large shipping demand. Express deliveries will incur extra charges.

  • Both Australian and Local Standard shipping options do not include signature on delivery. They will be left at the place instructed in your notes. Eg. Leave at the front door.

  • If you wish for the delivery to be made to a PO Box, it is the buyer's responsibility to pre-organise this with Australia Post and at the buyer's cost.

  • Sendle cannot deliver to PO Boxes. High security ‘permission only’ entry premises or military addresses. A physical address is required for all deliveries.

  • To include extra insurance for orders of $100, please message us first for a quote. Advised for International delivery. Only available with Australia Post courier.

  • For International Orders - duty, customs tariffs, and local sales taxes are set by the destination country. Payment is the responsibility of the buyer, for any applicable duties and taxes is required before your order will be released from customs and recipients are liable for all import duties, customs and local sales taxes levied by the destination country.

  • Deliveries to business locations need to have the business and personal name in the address details. If not provided, Sendle and Australia Post may not be able to arrange delivery and your parcel may be redirected back to us. In this instance, we cannot take responsibility for the extra time or costs involved for the extra delivery.

  • Incorrect address. Please double-check the address you have provided is correct and written in full. We cannot take responsibility for any incorrect addresses given to us that result in your parcel being late or lost or any lost products or resending costs, product loss or re-delivery fees will be at your expense.

  • Wild Silk’s standard parcel box dimensions - 26cm x 21cm x 6cm. For large orders, we will notify you, as this may increase shipping costs.

  • If your parcel has not arrived, please check your delivery dates and shipping updates first. Then use your tracking number to search. If this doesn’t resolve your query, please contact us, (see the top of the page.)

  • Wild Silk cannot be held responsible if a parcel is lost, stolen or damaged by other person/parties, AFTER successful safe delivery to the correct address. (Please read our Warranty and Returns info.)

SHIPPING FAQS

Do you have free shipping Australia wide?

YES, standard shipping for orders over $150


Do you offer international shipping?

YES, standard air parcel via Australian Post with signature delivery. Other contracted couriers of that country might be involved which we cannot choose.


Where do you ship Internationally?

NZ, UK, IRELAND, USA, CANADA, SINGAPORE, HONGKONG, WESTERN EUROPEAN countries, UEA. Please contact us for any further queries.  (Covid restrictions may affect delivery dates and change)

How long does it take for delivery?

From the date of order – 1-2 business days process time + delivery time. Custom made orders are processed in 3-7 business days + delivery time.

Do you do express delivery?

Yes, on request, for Australia wide and local only. (At present, expect longer than usual periods with express.)


Do I need to be home or present at work for delivery?

NO, there is a delivery notes box upon ordering to leave courier requests.

YES, If you have requested signature delivery this is only available with Australia Post.


Do I have a choice of courier?

Generally no, couriers are decided upon your postal code. If you choose signature delivery, this will be with Australia Post only. We will always try to choose the best and most cost-effective option for your delivery.


Do you have FREE CLICK &COLLECT and contactless pick-up?

Yes, check the box for CLICK & COLLECT at checkout and advise us in the delivery notes box, if you require
contactless pick-up.


Can I use my own courier to Pick-up?

Yes. Please check the box for CLICK & COLLECT at checkout and advise us in the delivery notes box with the name of the courier business.


I did not receive my Tracking email. 

Please check your spam email box. Check the email address you have given us is correct. If still not there, contact us and we will resend.


I haven’t received my parcel yet.

Please check your delivery updates and use your tracking number to search. If this doesn’t resolve your query, please contact us, see top page.


What is Wild Silk’s standard parcel box dimensions?

26cm x 21cm x 6cm. If the order is larger, we can give you the size on request.

YOUR ORDER

A confirmation email with all your order details will be sent to you once your order is received, and we will begin processing your order very soon.
 

If you have made an error with your order and need to change product, quantities, colours or sizes, we will do our best to rectify BEFORE dispatch, unfortunately, we cannot after dispatch, sorry. Please notify us asap to Attn: ORDERS/(your name), wildsilkproductions@gmail.com
 

While your parcel is on its way, you can track your order using your tracking number. A tracking number will be sent to you by e-mail once your items are dispatched.


On receiving your order and you are delighted with your Wild Silk product, please share your happiness with reviews on Facebook and Instagram….Thank you!!
 

We always appreciate and are open to client interaction so please email us any suggestions or comments regarding Wild Silk products and services.