SHIPPING AND RETURNS
SHIPPING
New Zealand
FREE SHIPPING on all orders $129 or more
New Zealand orders under $129:
| Courier Post | $8 |
FREE EXPRESS SHIPPING on all orders $299 or more
International orders under $299:
| DHL Express to Australia | $35 |
| DHL Express to Rest of World | $60 |
Collaborative collections may have their own unique shipping rates. Please check product pages for further shipping details.
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Please allow between 2-4 business days for your item to be couriered. All pieces are handmade and in some cases they will be made to order. Please note that we do not process orders and courier over weekends or public holidays.
Delivery may take longer to rural areas or areas outside major cities, or where your item is dutiable (subject to import tax), or is held in customs (where this import tax is collected).
Please note that:
Your goods will be insured by Silk & Steel during transit, until it is delivered to you. A signature will be collected upon delivery, at which point the responsibility of your goods is passed to you. If the sent item is required to be delivered to someone who is not you, then you accept that their signature upon delivery transfers the responsibility in the same way. If you work during the day you may wish to have deliveries sent to your place of work.
Depending on the destination you may have to pay additional taxes or duties. Silk&Steel will not be held responsible for any additional taxes or duties incurred by your country. Please check your local customs for more information. Prices are inclusive of GST.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
No returns or exchanges allowed for collab collection pieces. All sales are final.
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If you are unsure of your purchase we are happy to give you a refund or exchange (excluding sale items).
Our policy lasts 7 days. If 7 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.
To complete your return, we require proof of purchase.
Please do not send your purchase back a stockist.
To return your product, you should first email sales@silkandsteel.co.nz to lodge your return. You will then be provided with further instructions regarding how to return your product.
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.
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 sales@silkandsteel.co.nz.
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.
