Frequently Asked Questions
Products
What sets Silky U products apart from other silk bedding?
Silky U is an Australian-owned family business specialising in premium silk bedding.
We use quality materials, thoughtful construction and practical design features to offer premium products at fair prices, supported by personal customer service.
Where are Silky U products designed and manufactured?
Our products are designed in Melbourne and manufactured in China exclusively for Silky U by an experienced specialist silk manufacturer.
Do the product images accurately represent the products?
We make every effort to display our products and colours accurately. However, colours may appear slightly different depending on your screen settings, lighting and the natural characteristics of silk.
If you would like help choosing a colour, please get in touch with us before ordering.
Are Silky U products made in Australian bedding sizes?
Our products are designed to fit commonly used Australian bedding sizes. Because mattress, pillow and quilt dimensions can vary between brands, we recommend checking the measurements before ordering.
Please refer to our Bed Linen Size Guide and Quilts Size Guide for detailed dimensions.
Are Silky U products OEKO-TEX® certified?
Yes. Silky U bedding is OEKO-TEX® STANDARD 100 certified, meaning it has been tested for harmful substances according to the standard's applicable criteria.
You can also find certification information on the product label. If you would like further information about a particular product, please contact us.
How should I care for my Silky U product?
Care requirements vary between silk bed linen, eye masks, cotton-cover quilts and TENCEL™-cover quilts.
Always follow the care label attached to your product and refer to our Silk Bedding Care Instructions for detailed washing, drying and storage guidance.
Where can I find product-specific FAQs?
Detailed information and FAQs are available on the relevant product pages:
Discounts and Offers
Do you offer a discount for first-time customers?
We offer a 10% welcome discount on an eligible first order.
Some products and promotions may be excluded. Please check the offer conditions before placing your order.
How do I apply a discount code?
Enter your discount code in the designated field during checkout and click "Apply".
The discount will appear in your order summary if the code is valid and the products meet the offer conditions.
Please check that the discount has been applied before completing payment.
Why didn't my discount code work?
A discount code may not work if:
- It has expired
- It has already been used
- The products in your order are not eligible
- The offer conditions have not been met
- Another discount has already been applied, and the offers cannot be combined
- The code was entered incorrectly
If you believe your order is eligible, please contact us before completing checkout.
I forgot to apply my discount code. Can I add it after I place my order?
We cannot normally apply a discount code after an order has been placed and payment has been processed.
Please check that your discount appears in the order summary before completing checkout.
Do you run sales or promotions?
We do not run frequent sitewide sales. We may occasionally offer welcome, bundle or selected-product promotions.
Subscribe to our newsletter or follow Silky U on social media to hear about current offers.
Can a later price reduction be applied to an order I have already placed?
Promotional prices and discount codes apply only during the stated offer period and cannot be applied retrospectively to completed orders.
Orders and Payments
How can I track my order?
We will email you a tracking link after your order has been dispatched. Use the link to follow the delivery and view updates from the carrier.
If the tracking information is unclear or has not updated, please email info@silkyu.au with your order number.
How quickly will my order be dispatched?
We usually dispatch orders within 24 hours on business days from our Melbourne (Altona) warehouse.
Orders placed before 12 pm Monday to Friday may be dispatched the same day. Orders placed after 12 pm, on weekends or public holidays will normally be processed on the next business day.
Processing may take one to two business days during particularly busy periods.
Can I change or cancel my order?
Please contact us immediately at info@silkyu.au or 1300 745 598 if you need to change or cancel an order or correct the delivery address.
We will try to assist, but we cannot guarantee changes once the order has been submitted for fulfilment or dispatched.
I haven't received my order-confirmation email. What should I do?
Order-confirmation emails are normally sent shortly after checkout. Please check your spam, junk or promotions folders and confirm that you entered the correct email address.
If you still cannot find the confirmation, contact us with your name and the approximate time of your order. Please avoid placing a duplicate order until we have checked the original transaction.
My tracking says "delivered," but I cannot find my parcel. What should I do?
First, check around the delivery location, any safe place nominated for deliveries, and with other members of your household or nearby neighbours.
You can also review the tracking details or contact the carrier directly.
If you still cannot locate the parcel, please contact us at info@silkyu.au with your order number and tracking information so we can help investigate.
What payment methods do you accept?
Available payment methods may include:
- Major credit and debit cards
- PayPal
- Shop Pay
- Google Pay
- Afterpay
- Zip
The payment options currently available for your order will be displayed at checkout.
All website prices are shown in Australian dollars and include GST.
Are my payment details secure?
Yes. Payments are processed securely through Shopify and the relevant payment provider.
Silky U does not collect or store your credit card details.
Delivery
Do you offer international shipping?
We currently deliver only to Australian addresses.
How much does shipping cost?
Standard delivery is free on every Australian order.Express delivery is available for a flat fee of $15 per order.
Express delivery reduces the estimated transit time after dispatch but does not change order-processing time or guarantee delivery on a particular date.
How long will delivery take?
Estimated standard delivery times after dispatch are:
- Capital cities: Approximately 1–3 business days
- Regional Australia: Approximately 2–8 business days
These estimates begin after dispatch and do not include order-processing time. Delivery may take longer during peak periods, public holidays, severe weather or carrier disruptions.
Do you deliver to a PO Box or Parcel Locker?
Yes, we deliver to Australian PO Boxes and Parcel Lockers. Please enter complete, correct delivery details when placing your order.
Where are orders shipped from, and which carrier will deliver my order?
Orders are dispatched from our Melbourne (Altona) warehouse.
We use Australia Post or another trusted courier, selected based on the destination, parcel size, and available delivery service.
Your tracking email will show which carrier is handling your order.
Warranty, Returns and Refunds
Do Silky U products include a warranty?
Yes. Our voluntary warranty periods begin on the original purchase date:
- Silk quilts: Three years
- All other eligible products: One year
The warranty covers eligible manufacturing defects in materials or workmanship. It is provided in addition to your rights under the Australian Consumer Law.
Please see our Warranty page for full terms and the claim procedure.
What is your return policy?
You may request an eligible change-of-mind or incorrect-purchase return within 90 days of receiving your order.
For a change-of-mind or incorrect-purchase return, the product must be unused, unworn, unwashed, unopened and in its original undamaged product packaging, with all tags and accessories.
Sale and clearance products and gift cards cannot be returned for change of mind. These exclusions do not affect your rights under the Australian Consumer Law if a product is faulty, damaged or not as described.
Please contact us before sending any product back.
See our Returns & Refunds policy for complete details.
Is return postage free?
Yes. Return postage is free for all eligible returns, including eligible change-of-mind and incorrect-purchase returns.
After approving your return request, we will email you a prepaid postage label and return instructions.
Can I exchange a product for another size, colour or product?
We do not process direct exchanges for change-of-mind or incorrect-purchase returns.
Please request a return for the original product, then place a new order for the size, colour, or product you want. You may place the new order immediately to secure available stock.
We will refund the original product after we receive, inspect, and approve it.
What should I do if my order is faulty, damaged, incorrect or incomplete?
Please contact us at info@silkyu.au as soon as reasonably possible and include:
- Your order number
- A description of the issue
- Photographs of the product and packaging where helpful
- Details of any product or component that is missing
We may need to inspect the product before confirming the appropriate remedy.
Depending on the circumstances, this may include a repair, replacement or refund in accordance with the Australian Consumer Law.
How long will my refund take?
We will notify you after receiving and inspecting the returned product.
If the return is approved, we will issue the refund to the original payment method within 10 business days. Your bank or payment provider may require additional time to process and display the refund.
If more than 15 business days have passed since we approved your refund, please contact us at info@silkyu.au.
Shopping Help
Can you help me choose the right product?
Absolutely. If you are unsure about quilt warmth, materials, bedding sizes or colours, please call us on 1300 745 598 or email info@silkyu.au.
Let us know what you are looking for, and we will help you choose the most suitable option.
Can I build my own silk bedding set?
Yes. Our Custom Set Builder lets you combine a silk quilt cover, fitted sheet, flat sheet and pillowcases in your preferred sizes and colours.
You will save 15% when you select three pieces or 20% when you select four pieces.
What should I do if an item or variant is out of stock?
Select the unavailable size, colour or option on the product page and choose Notify me when available.
Enter your email address, and we will notify you when that specific variant is back in stock. Restock dates can change, so we recommend using the notification rather than relying on an estimated date.
Do you sell gift cards?
Yes. You can purchase Silky U gift cards through our Gift Cards page and use them toward eligible products on our website.
Gift cards cannot be returned for change of mind. This does not affect any rights available under the Australian Consumer Law.
Do you offer gift wrapping?
We do not currently offer gift wrapping.
Most of our silk bed linen and pillowcases are presented in gift boxes, while our silk quilts come in reusable storage bags.
Do you have a physical store or showroom?
We do not have a Silky U-owned store or showroom. Selected products may be available through our retail partners.
Please visit our Stockists page and contact the retailer before visiting to confirm product availability.
Still have a question?
Call us on 1300 745 598 or email info@silkyu.au. You’ll speak with a real person who knows our products and can help you find the right answer.
