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RETURNS

Each product description will state whether returns for the item are available or not. Generally, all products that are sold in panels or pieces are returnable, products that require us to cut your order specially are not returnable.

RETURNABLE ITEMS

You may exchange or return any Silk and Stitch ‘returnable’ items for change of mind within 7 days of receipt, after contacting us at hello@silkandstitch.com.au. Please ensure your un-used item is carefully packaged in its original packaging (as we cannot accept responsibility for items damaged in transit) and addressed to:

Silk and Stitch
Attention: Returns
Unit 4, 10-12 Moreland Road
BRUNSWICK, VIC, AUSTRALIA 3056

Please remember that for changes of mind, you will be responsible for the postage and customs charges (if applicable) on both the return and replacement item(s). Please allow 7 business days for the processing and shipment of your exchange.

NON - RETURNABLE ITEMS

If your item description stated that your item was non-returnable “Returns for change of mind are not available for this item subject to our “Returns and Exchange policy” for this reason please choose carefully and purchase a sample first” Unfortunately your item is not able to be returned or exchanged for change of mind. As suggested, please purchase a sample first!

OUR QUALITY PROMISE

All of our products are of the highest quality, however as they are ex-designer there may be some slight imperfections under close inspection, and a variance in quality from one item to the next. We would never sell anything that looked damaged or wasn’t beautiful.

Fabric lengths vary, so if you are ordering more than a few meters it is possible that your fabric will come in more than one piece. If this is the case, we always endeavour to give you a little extra. If you can see this being a problem with the design you have in mind, please get in touch prior to ordering and we will try our best to accommodate your needs. 

All of our embellishments, and the majority of our beaded laces and trims are hand beaded - yes each tiny little bead and sequin is sewn on, by hand, one by one! For this reason, it is impossible that every single bead or sequin of the thousands that make your beautiful item will be without variance, and that occasionally a few beads may be a little loose or missing. We choose to celebrate this as part and parcel of a hand made product.

Slight abnormalities in the laces and fabrics are normal, as is a slight inconsistency in the weave or colour of the fabric, and will not be considered as faulty. These variations are consistent with the individuality of the high end, hand-made nature of our products.

DAMAGED & FAULTY ITEMS

A refund will only be offered in cases of major faults, the existence of which will be determined at the discretion of our Quality Control Manager, after a thorough assessment of your item.

If you believe that your item is damaged or faulty, or is not what you ordered:

  • Please contact us at hello@silkandstitch.com.au with your invoice number, photos and a detailed explanation of the fault or issue within 7 days of receiving the item.

  • If we cannot resolve your concern via email or telephone, we may require you to return the item to us so our Quality Control Manager can carefully assess the item upon return.

  • To be eligible for a replacement, repair or refund, all items must be postmarked returned within 14 days of receipt:

Silk and Stitch
Attention: Returns
Unit 4, 10-12 Moreland Road
BRUNSWICK, VIC, AUSTRALIA 3056

  • If we have made a mistake, or the item is assessed as faulty by our Quality Control Manager, we will replace or repair your item and reimburse your return freight charges in AUD (only if a receipt is enclosed). Postage for your replacement item will not be charged.

  • As we make our items available all around the world, we cannot refund international duties and taxes. For information about these charges, we recommend contacting your local customs office.

  • If, after inspection, the item passes our quality control checks, you will not be offered any replacement, repair or refund and we will return the item to you at your expense (including additional shipping and customs charges, if applicable).

  • To be eligible for an exchange or return, replacement or repair, all items must be returned in their original condition and must not have been used, sewn, altered or washed.

  • All tags must remain in place and the items must be returned in their original packaging.

  • Silk and Stitch cannot accept liability for the loss or damage of the returned goods during shipping.

  • Silk and Stitch reserves the right to refuse a repair, replacement or refund if you do not notify us of the fault or issue within 7 days of receipt, and/or do not return the item upon request to our Brunswick studio within 14 days. This does not affect any statutory rights that may arise.