Shipping + Returns

Shipping

What are shipping rates within New Zealand?

We offer free shipping on all New Zealand orders over $129 NZD.

Orders under $129 will incur a flat rate of $8 NZD.
What are shipping rates to Australia?

Enjoy FREE DHL Express shipping on all Australian orders over $299 NZD.

Orders under $299 will incur a flat rate of $45 NZD.
What are shipping rates for the rest of the world?

We offer FREE DHL Express shipping on international orders over $299 NZD.

Orders under $299 will incur a flat rate of $65 NZD.
Do collaborative collections have different shipping rates?

Some collaborative collections may have unique shipping rates. Please refer to individual product pages for specific shipping details.
How long does it take for my order to be sent?

Please allow 2-4 business days for dispatch. As many of our pieces are handmade, some may be made to order. Orders are processed during business days only; we do not ship on weekends or public holidays.
How long does delivery take?

Delivery times may vary depending on your location, particularly in rural areas or where customs clearance and duties apply.
Do you offer door-to-door delivery?

Yes, all deliveries are door-to-door and require a signature upon receipt.
Can my order be redirected after dispatch?

Unfortunately, we’re unable to redirect orders once they have been dispatched.
Do you deliver to PO Boxes?

We’re unable to deliver to PO Boxes. Please use a physical address at checkout.
Can I track my order?

Yes. Tracking details will be sent in your dispatch confirmation email, so you can follow your parcel from our door to yours.
Is my parcel insured during transit?

Yes. All parcels are fully insured during transit until signed for on delivery. If someone else is receiving the parcel on your behalf, their signature confirms delivery and transfers responsibility.
Will I need to pay customs duties or taxes on international orders?

You may be required to pay duties or taxes depending on your country’s regulations. Silk & Steel is not responsible for these charges. Please check with your local customs authority. All prices shown include NZ GST.

Returns + Exchanges

Do you offer refunds or exchanges?

Yes - we’re happy to offer a refund or exchange for regular-priced items within 7 days of receiving your order. Items must be unused, in original condition, and returned in original packaging. Sale items and collaborative pieces are final sale and cannot be refunded or exchanged.
Do you accept returns from collaborative collections?

All sales of collaborative collection pieces are final. Please choose carefully, as we do not accept returns or exchanges for these items.
How do I return an item?

To start a return, email sales@silkandsteel.co.nz with your name and order number. We’ll then provide return instructions. Please include proof of purchase with your return.
Can I return an item to a stockist?

No. Items purchased directly from our website must be returned to us. For purchases from stockists, please contact the store directly.
How do I receive my refund?

Once your return is received and inspected, we’ll notify you of the outcome. Approved refunds will be processed to your original payment method within a few working days.
What if my refund is late or missing?

If your refund hasn’t appeared:

Check your bank account again.

Contact your credit card company – it may take time before your refund is officially posted.

Contact your bank – there may be processing delays.

If you’ve done all of the above and still haven’t received your refund, please email us at sales@silkandsteel.co.nz
Who pays for return shipping?

Return shipping costs are the responsibility of the customer and are non-refundable. If your return is approved, the original shipping cost may be deducted from your refund.
How long does an exchange take?

Delivery time for exchanges may vary depending on your location.
Should I insure my return parcel?

We recommend using a trackable service or purchasing shipping insurance for returns over $75 NZD, as we can’t guarantee that we will receive your returned item.
Can I return a stockist purchase through Silk & Steel?

Unfortunately not. All purchases made through our retail partners must be returned to the original store of purchase.