SHIPPING, RETURNS &

REFUNDS POLICY

DOMESTIC SHIPPING - AUSTRALIA

Postage Rates

  • $9 Flat Rate Postage on orders under $100

  • Free Postage on orders $100+

Delivery Timeframes

Orders are dispatched from Melbourne within 1 - 3 business days (excluding public holidays) following receipt of payment. Following dispatch, please allow up to 15 business days for your parcel to arrive. This time-frame takes into account the maximum shipping time-frame imposed by Australia Post to accommodate unusual delays in their shipping process (such as lost or un-scanned parcels).

Below is a general guide to the total delivery time-frames you can expect for a normal shipment:

  • VIC: 3 - 5 business days

  • NSW: 3 - 5 business days

  • QLD - Brisbane: 3 - 5 business days

  • QLD - Gold Coast & Sunshine Coast: 4 - 6 business days

  • QLD - Other: 5 - 15 business days

  • ACT: 3 - 5 business days

  • SA - Adelaide: 3 - 5 business days

  • SA - Other: 4 - 15 business days

  • TAS: 4 - 6 business days

  • WA: 5 - 15 business days

Any delays with regards to dispatch of orders as a result of stock supply levels will be communicated to you as soon as possible, giving you the option to proceed with you order or request a refund. 

Shipping Service

The vast majority of orders will be dispatched using Australia Post. In some cases, we may elect to use a private courier - Fastway - for dispatch. Unfortunately, we are unable to post orders on a customer's personal shipping account. 

Delivery Delays

If your parcel is not delivered within the above-mentioned time-frames, please get in touch with us immediately via our contact form or by emailing info@silkyfoods.com so that we can investigate on your behalf.

Delivery Signature and Re-Delivery

For delivery via Australia Post, signature is not required, but in the case that ATL has not been received from you and no-one is available to receive your order, a note instructing you to pick up your delivery from your local post office will be left for you.

ORDERING ISSUES

Order is Part Missing or Incorrect

If something is missing from your order or it is incorrect, please contact us immediately via our contact form or by emailing info@silkyfoods.com so that we can investigate and rectify to your satisfaction.

Change of Delivery Address

Your parcel will be sent to the delivery address that you have provided in your order. If you have supplied an incorrect address, please contact us immediately via our contact form or by emailing info@silkyfoods.com and we will do our best to update your details prior to dispatching your parcel. Please be aware that we cannot be held responsible for parcels sent to an incorrect delivery address in cases where your notification for an address change was received after your order order has been fulfilled.

How to Order in Case of a Web-Store Issue

If you are unable to submit your order through our store due to a website technical issue, please contact us via our contact form or email info@silkyfoods.com with your full name, address and order details, and we will respond as soon as possible to assist you in completing your order. 

RETURNS, EXCHANGES & REFUNDS

We pride ourselves on the quality of our products and trust that you will be 100% satisfied with your CocoVelle. However should you experience any issues, please get in touch with us immediately so that we can help to resolve the issue to your complete satisfaction.

DAMAGED PRODUCT PACKAGING

While we take every care to package your parcel in a way that protects it during transit, in some cases your parcel may still arrive in a damaged state. Where possible, please do not accept delivery of a package that has been opened or is evidently damaged (eg. torn, crushed, dirty, subjected to water damage). In these instances, advise the courier to return the package to us, and upon receipt of the goods, we will exchange the damaged parcel at no cost to you.

 

If you are unable to return the package to us or discover that your order is damaged after opening your parcel, please contact us within 5 business days via our contact form or email info@silkyfoods.com so that we may investigate and assist. In some cases you may be asked to provide in depth details of the damages and/or photos of the damaged products before we are able to organise return shipping and exchanges.

OTHER PRODUCT ISSUES

If you are not entirely happy with your Cocovelle due to a non-packaging related issue, please contact us within 5 business days via our contact form or email info@silkyfoods.com so that we may investigate and determine the best course of action. In some cases you may be asked to provide in depth details of the issue and/or photos to support your claim. Generally all requests for refunds due to legitimate product issues will be granted (incorrect purchase, change of mind, damage to product due to incorrect storage or not to individual taste cannot be accepted as as a legitimate reason).

 

If a refund is granted, it will be processed on receipt of your returned parcel. In these cases, you assume responsibility (unless otherwise stated) for pre-paid shipping costs and any associated and recommended insurance to cover parcel loss, theft or damage during transit. Silky Foods cannot be responsible for parcels lost or damaged in transit if you choose not to insure.

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Please note that any or all of these terms may be waived at our discretion, depending on the unique circumstances of the case at hand.

PRODUCT RETURNS

For product returns, please send your parcel to the following address:

Silky Foods

The Nicholas Building

Level 6, Suite 613 / 37 Swanston St

Melbourne VIC 3000

AUSTRALIA

SILKY FOODS PTY LTD | ABN: 30 600 620 559 | SUITE 613 / 37 SWANSTON ST MELBOURNE VIC 3006 AUSTRALIA | INFO@SILKYFOODS.COM