Shipping Policy

We understand that sometimes things don't go as expected and you might want to understand shipping/return/refund process but no need to worry.

Feel free to contact the Silkoh team at info@silkoh.com for any questions. :) 

Entire Agreement

This policy, together with our Terms & Conditions and Privacy Policy, constitute the entire agreement between you and us regarding the use of our website and the purchase of our products.

ORDER PROCESSING, SHIPPING & DELIVERY

At Silkoh, we understand that your time is valuable, especially when it comes to important occasions. That's why we prioritize every single order and make sure it's processed with top priority. So sit back, relax and let us take care of everything. Your satisfaction is our top priority!

Let's see how it works:

1. ORDER PROCESSING

Order processing involves receiving in the order system, checking details (like address verification, etc.), inventory, communication and a number of other tasks before we determine the order is good to proceed.

If we require any further information from you, such as your address, product specifications, or account details, our team will be contacting you through email.

To avoid any delays in processing your order, please ensure that your contact details, particularly your email address, are accurate and up-to-date.

2. SHIPPING

We typically take 1-3 days to process your order (excluding weekends, public holidays and time of the order).

Let say, if you place an order on a Friday afternoon (AEDT), our team will start processing it on Monday morning. So please bear in mind if you don't see order status on our order tracking page.

3. DELIVERY TIMES

Our global average delivery times usually range between 7-14 days (excluding weekends, custom holds and public holidays).

Please note that the delivery times may vary depending on factors such as flight schedules, weather conditions, customs, COVID restrictions and other variables beyond our control.

To get the most accurate delivery date, keep an eye on the tracking information we provide in the shipping confirmation email. If for some reason you don't have access to the shipping confirmation email, visit our tracking page to see the status.

After we have shipped your parcel, it is unfortunately out of our hands but we'll be happy to contact our shipping partner and provide you with an update. Reach out to Silkoh team at info@silkoh.com with your order number.

Please note that buyer is responsible for any customs and import taxes such as VAT that may apply.

ORDER CANCELLATION

If you wish to cancel your order, please contact us at info@silkoh.com with a cancellation request within 24 hours of placing your order.

Please note that if this time period has already passed, we cannot guarantee that your refund request will be granted. This is because your order may have already been processed and shipped.

RETURNS / REFUNDS / EXCHANGE

Please refer to our return policy or use our self-service return portal.

REFUND TIMES

Once we have processed your refund request, we will notify you by email. Please allow 7–10 business days for your refund to be credited back to your original payment method.

Check your bank account again if you haven't gotten a refund. The next step is to call your bank.

SALE ITEMS

Only regular-priced items are eligible for returns. Items on clearance and sale are not returnable except when the item was found damaged or defective.

Silkoh reserves the right to accept or reject the return/refund requests for sale items.

FINAL NOTES
We want to be transparent with you and have made our policy as easy and straightforward as possible. There may be unexpected and unique situations that have potential affect on our policy. We try to keep the information on this page accurate and up to date but we cannot guarantee any changes.

If you have any questions or feedback, please reach out to us at info@silkoh.com. We are always available to help. :)

Page last updated on: 24/4/2023

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