Shipping times range from an average of 7-10 days for regular shipping, however, during the Covid-19 pandemic we have seen delays. If you have queries you can contact email@example.com or visit our contact us page.
Astute Commerce Group is trading as Silken and holds the ABN: 19634161390. Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If the item is faulty, you must send a video proving the item is faulty and we can provide a replacement for you.
Additional non-returnable items:
* Gift cards
To complete your return, we require a receipt or proof of purchase which can be your order number or ID.
There are certain situations where only partial refunds are granted:
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: 45 William Street, Melbourne, VIC, 3000, Australia. If you can clearly show the item being defective or damaged via video we will be happy to provide you with a replacement item.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: 45 William Street, Melbourne, VIC, 3000, Australia. We ship from 10 Kelso Street, Cremorne, Victoria and use Australia Post.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Delays with Australia Post:
If there are delays with Australia post, we will not be able to refund you until the item has been received or returned. Please note, delays have occurred during the Covid-19 pandemic which are beyond our control.
Where do we ship to?
We ship to Australia and the United States exclusively.
Shipping times range from an average of 7-10 days for regular shipping, however, during the Covid-19 pandemic we have seen delays.
Is shipping free from Silken to you?
Shipping on all orders over $30 is free of charge..