Refund policy

100-Night Trial Policy 

Available on our Silk Sleeping Caps, Deep Sleep Eye Masks and Silk Pillowcases.

To return an item under the trial:

  • Use it for at least 30 nights. Silk can take a little getting used to.
  • Contact us first. Before returning, reach out so we can help with fit and tips (for example, keeping your cap on overnight). Most issues are quick to fix.
  • Size issues are exchanges, not refunds. If the size isn’t right, we’ll exchange it. Exchanged items aren’t eligible for a later trial refund. 
  • Request your return within 100 days of delivery.
  • Return the product with its original packaging.
  • One trial return per product type, per household
  • Eligible for Australian orders only. 

To start a 100-night trial return, email us at hello@strandsofsilk.com.au with your order number and a short summary of your experience. 

Change-of-mind returns (30 days)

For items not covered by the trial, we accept change-of-mind returns within 30 days of delivery if they’re unused, unwashed and in their original packaging.

For hygiene reasons, we can’t accept change-of-mind returns on scrunchies, hair accessories, gift cards or items marked final sale. This doesn’t affect your rights if an item is faulty.

Faulty or incorrect items

If your item is faulty, damaged or not what you ordered, email us at hello@strandsofsilk.com.au with your order number and a photo. We’ll arrange a repair, replacement or refund in line with the Australian Consumer Law, and cover the return shipping.


Refunds

Approved refunds are processed to your original payment method within 3–5 business days of us receiving your return.

For change-of-mind and trial returns:

  • Return shipping is at your cost.
  • If your order qualified for free shipping and the return takes it below $150, we’ll deduct the standard $12.95 shipping cost.
  • Payment processing fees aren’t refunded. (these vary between 3-6% depending on the payment merchant) 

None of these deductions apply to faulty or incorrect items.

 

Items Not Eligible for Return

For hygiene reasons, we cannot accept returns on:

• Used scrunchies (unless faulty), or accessory products 

• Clearance or final sale items

• Gift cards

 

Return & Exchanges Shipping

• Customers are responsible for return shipping costs for change-of-mind returns and the 100 night trial. We recommend sending via trackable and insured Australia Post back to Strands of Silk - PO Box 4146 Norwood South SA 5067. 

• Strands of Silk covers return shipping for faulty items. We will provide you with a pre-paid label to return the faulty items back to us. 

• If you are requesting a product exchange you will also be charged for any charges to re-ship your exchanged items. Reshipping payment must be made before any items are reshipped. 

 

Wrong Address orders

If your order is sent to the wrong address and is returned to us, a $20 shipping fee will be charged to send the order back out again. This is because we do get charged a returned and restocking fee. 

 

Item not delivered? 

Please contact us within 14 days after the expected delivery timeframe if your order was not delivered. This is because our shipping carriers do not hold the ability to research into missing orders after 14 days. If the 14 days have passed, we resolve no responsibility to send another item to you. 

Questions? Email hello@strandsofsilk.com.au. We’re here to help.