Frequently Asked Questions

 

Products

What sets Silky U products apart from other silk bedding? 

Australian-owned and operated, Silky U stands out in the market due to its dedication to using the highest quality materials, exceptional craftsmanship, intelligent design features and a customer-focused approach. These strengths collectively make Silky U products a premium choice if you want the best silk bedding.

Where are Silky U products manufactured?

Our products are thoughtfully designed in Melbourne and crafted in China exclusively for Silky U by one of the most advanced and innovative silk manufacturers.

Are the images an accurate representation of the actual products?

Absolutely. Our styling designer takes all photos in her Point Cook, VIC home studio.

And our "model" is Tatiana, one of Silky U's co-founders.

Do you have a size guide for your products?

All our products are manufactured according to the Australian standard sizes for bedding products. Please refer to the Bed Linen Size Guide and the Quilts Size Guide we published for your convenience.

Do you offer gift wrapping?

We don't, but each product is packed in a beautiful gift box.

You don't have the colour I want. Do you plan to bring in more colours?

We do. Please email Customer Support with what colour you are interested in, and we will notify you as soon as it becomes available

Do you have a physical store or showroom?

We don't (and do not plan to) have a physical store or showroom. Instead, we are talking to several boutique retailers across Australia and hope you can shop for our products offline soon.

To stay tuned, please subscribe to our newsletter at the footer of this page.

Specific Product's FAQs

For FAQs about specific products, please visit the following pages:

 

Discounts and Offers

How can I apply my discount code?

You can paste or type your code at the checkout page - in the right column. After pasting (or typing) the code, click the "Apply" button, and the discount will be deducted from the purchase value.

Why your first buyer's discount code didn't work for me?

You've likely tried using a first buyer's discount code with another code. Our checkout process is set up to accept only one discount, which has a greater discount volume per order.

If it wasn't the case, please email our Customer Support or call 1300 745 598. 

I forgot to add my discount code. Can you add it for me?

Unfortunately, we’re unable to apply any discount codes once you place an order and your payment has been accepted.

Are there any ongoing promotions or discounts?

We regularly run promotions and offer discounts on selected products to provide great value for your purchases. 

The best way to never miss out on our promotions and discounts and receive regular updates directly in your inbox is to subscribe to our newsletter.

We also often conduct promotions exclusively to our Facebook and Instagram followers.

Please subscribe to our newsletter and follow us on social media at the footer of this page. 

 

Orders and Payments

How can I track my order?

Once we dispatch your order, you will receive an email with a tracking number that you can use to pursue your parcel’s journey and contact the Courier directly if required.

How long does order processing take?

If you place an order before 11 am Mon-Thur, it will be processed and (most likely) dispatched the same day.

Orders placed after 11 am Mon-Fri, on weekends and public holidays, will be processed and dispatched the next business day.

Can I change/cancel my order?

You cannot change/cancel your order, but we are able to do it on your behalf. Please email our Customer Support with your order number and the updated address ASAP. 

Please note: ASAP is the keyword here! We work hard to dispatch all orders as quickly as possible and can't change/cancel your order after our warehouse processes it.

My order is shown as "delivered", but it's not here.

We are very sorry to hear that your order has not yet arrived. Once our warehouse hands over the order to the shipping courier, we rely on them to deliver your package on time. We rarely have any issues with delays! 

If your order doesn't arrive within the next 24-48 hours, please call our Customer Support on 1300 745 598, and we will assist you.

What payment methods do you accept?

You can shop using the following payment methods:

  • All major credit & debit cards
  • PayPal
  • ShopPay (Shopify)
  • Google Pay
  • Afterpay
  • Zip Pay

Are my payment details secure?

Your online payment is secure and confidential. We do not collect, hold or process your credit card details.

 

Delivery

Do you offer international shipping?

At this stage, we only ship to Australia.

How much does shipping cost?

We are proud to offer FREE standard shipping on all orders Australia-wide.

For express shipping, we charge a flat rate of $15 per order.

How long will it take to get my order?

Shipping times depend on your location and the chosen delivery method (standard or express). The average transit time is:

  • 1-4 business days to capital cities
  • 2-10 business days to regional Australia

Can I have my order delivered to a PO Box address?

Yes, we do deliver to PO boxes. 

Where do you ship from?

All products are shipped from our warehouse in Altona, VIC.

 

Warranty, Returns and Refunds

Do you offer a warranty on your products?

All our products come with a 3-year manufacturer's warranty from the date of purchase, which covers any defects in materials or workmanship.

For more details, please refer to our Warranty page.

What is your return/exchange policy?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return or refund. For more details, please refer to our Returns & Refunds page.

What if my order arrives damaged?

If you encounter any damaged or defective products, please email our Customer Support with a brief explanation of the damage, photos of the affected area and your order number. We will do our best to assist you promptly.

How long does it take to receive a refund or an exchange?

Once your parcel has been delivered back to our warehouse, we aim to have your return processed within seven days.

If your refund/exchange is approved, we'll usually:

  • Make a refund within 1-2 days using the original payment method or
  • Get new products dispatched to you within 1-2 days, and we'll be in touch shortly after via email with your new tracking link.

If you have not received an email confirming your exchange within 7 days, email our Customer Support, and we'll investigate.

Can I get a refund if the price of the product I purchased has dropped?

Unfortunately, we cannot honour any discounts for orders placed outside the promotional time frame as this would be unfair to the rest of our customers. We appreciate your understanding!

 

Customer Care

Do you have a phone number I can call?

Yes, we'd love to hear from you! Call 1300 745 598 (1300 SILKYU) to chat with Customer Support. We work 8 am - 6 pm, Monday to Friday, but happily take your call outside working hours.

How can I unsubscribe from your newsletters?

You can unsubscribe from our emails by scrolling down any emails we've sent you and clicking the "Unsubscribe" link. This will remove you from our mailing list.

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