Shipping and Returns
Standard shipping —
- Australian Shipping (approx 3-7 days) Starting from AUD$15.00
- International Shipping (approx 6-14 days) starting from USD$45 with the exception of the Cloud Linen Pendant Range (see below) and the following special rates which are automatically calculated at checkout:
- USA: USD$35 for up to 2kg
- China, Japan, Hong Kong: USD$25 for up to 2kg
- NZ: AUD$25 for up to 2kg
Please note: Customers are responsible for all import taxes, duties, carrier fees and customs declarations.
Custom freight —
Some large or fragile items such as lighting and furniture will require a custom freight cost, particularly if being sent internationally. A quote can be obtained by emailing us on hello@ochreandsilk.com.au.
Cloud Linen Pendants: For our United States, Canadian and European customers, we're pleased to advise we have negotiated a new rate of AUD$140 (reduced from AUD$190) on international shipping for up to 2 larger pendants (80cm and over).
For multiple pendant orders, you're welcome to contact us via email at hello@ochreandsilk.com.au with your pendant selection, for a custom shipping quote.
When will my order be shipped?
Orders are packed and dispatched twice a week. If your require your order urgently, please email us on hello@ochreandsilk.com.au with your order number. Delivery times will vary depending on your location.
What are lead times?
We update our website with an estimated shipping time frames as often as possible. Due to high demand for some of our key products and in the event of an unforeseen delay with production, this estimated lead time is subject to change. Should this occur, you will be notified of changes to the item(s) in your order. Please note, lead times do not include shipping time from the Imprint House warehouse to your address.
Can I collect my order from the showroom?
Yes items can be collected from our Showroom located in the Byron Bay Industrial Estate — U8/21-23 Tasman Way, Byron Bay. Please email hello@ochreandsilk.com.au for more information or to make an appointment.
How do I know my order is shipped?
You will receive a shipping confirmation email with your tracking number once orders are packed and dispatched.
Will my order incur customs charges?
If your address is outside Australia, your order may incur a customs or import duty charge, and may be subject to regulatory compliance. Ochre and Silk is not responsible for any charges in relation to customs clearance or quarantine, and does not have any control over these charges and is unable to advise what they will be, as they vary from country to country. For more information, please contact your local customs office.
What happens if my items get lost during shipment?
Once dispatched, Ochre and Silk has no control over the shipment. Please contact the carrier your order was sent with and quote the tracking number sent to you in your shipping confirmation email. If the carrier cannot locate your items, email hello@ochreandsilk.comau and we will lodge an enquiry on your behalf where possible.
What happens if I miss the delivery attempt?
Australia Post will leave a failed delivery attempt card at your chosen address. This will direct you to your nearest Post Office to collect the item - proof of identity will be required.
For international shipping, please contact your local postal service.
Do you deliver to PO Box addresses?
No, as items are usually bulky, we would require a physical address for delivery.
Can you deliver to my work address?
Yes, we can deliver to your workplace. Please include the business name and any other relevant information in the shipping details part of your order to ensure correct delivery.
What is your Returns Policy?
Ochre and Silk does not accept returns or refunds for change of mind. We will happily accept an exchange/credit note of a faulty item. Please return within 14 business days. Customers in the EU can return the item or cancel their order within 14 days of placing an order.
Return shipping is payable by the customer and it is recommended to use a tracked method for safe delivery.
Ochre and Silk is not responsible for the loss of a returned parcel and the original payment of shipping will not be refunded.
Do you do exchanges or credit notes?
We will accept an exchange/credit note for a faulty item. All exchanges / credit notes will be completed within 10 business days from the date of the confirmation of receipt of returned goods email that will be sent from our warehouse to the customer. Ochre and Silk reserves the right to deny a refund of the merchandise returned if this Returns Policy is not followed.