Frequently Asked Questions
Shipping
Do you offer free shipping?
Yes! We offer free shipping on all orders over $150 AUD within Australia. International shipping rates are calculated at checkout.
How long does delivery take?
Australian orders typically arrive within 3–7 business days. International orders may take 7–21 business days depending on your location and local customs processing.
Do you ship internationally?
Yes, we ship worldwide. Delivery times and costs vary by destination and are calculated at checkout.
Returns & Exchanges
What is your return policy?
We offer easy 30-day returns on all orders. If you’re not completely satisfied with your purchase, simply contact us within 30 days of receiving your order and we’ll arrange a return or exchange.
How do I start a return?
Email us at support@silkloom.store with your order number and reason for return. We’ll guide you through the process promptly.
Are returns free?
Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
Product & Care
What materials are your products made from?
All Silkloom scarves and shawls are made from premium silk, handwoven by skilled artisans in Vietnam. Silk is naturally breathable, hypoallergenic, and temperature-regulating.
How do I care for my silk scarf or shawl?
We recommend hand washing in cool water with a gentle detergent, or dry cleaning. Avoid wringing or tumble drying. Lay flat or hang to dry away from direct sunlight. Iron on a low silk setting if needed.
Are your products ethically made?
Absolutely. We work directly with artisan weavers in Vietnam, ensuring fair wages, safe working conditions, and the preservation of traditional silk weaving techniques.
Orders & Payment
What payment methods do you accept?
We accept all major credit cards, PayPal, Apple Pay, Google Pay, and Shop Pay. All transactions are secured with SSL encryption.
Can I change or cancel my order?
Please contact us as soon as possible if you need to change or cancel your order. We process orders quickly, so we cannot guarantee changes once an order has been dispatched.
How do I track my order?
Once your order is shipped, you’ll receive a confirmation email with a tracking number. You can use this to track your delivery in real time.
Still Have Questions?
We’re happy to help! Reach out to us at support@silkloom.store and we’ll get back to you within 1–2 business days.