FAQ
What is your normal turnaround time?
All orders will be dispatched within 5 working days. For urgent orders please contact us by emailing hello@silkithelabel.co.nz.
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How long do couriers take?
Domestic couriers: We always pay for the 2 day service but couriers are very busy and can sometimes take longer. You will get a tracking number emailed to you as soon as it is ready to be picked up.
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International couriers: We always pay for the tracked 2-6 day service but due to covid this can sometimes take longer. You will get a tracking number emailed to you as soon as it is ready to be picked up.
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I've been emailed a tracking link but there's no information attached to it?
This means the courier hasn't picked it up yet. As soon as they scan it in their DC it will start tracking your order.
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I haven't been emailed a tracking link?
Our system automatically sends you a tracking link so make sure you check your spam folder. Sometimes email addresses get put in incorrectly too so double check this once you order.
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Can I return a product I'm not happy with?
Yes you can! We want our customers to be super happy with their purchases so we offer a free return service New Zealand wide. Just send our customer service an email to hello@silkithelabel.co.nz and they can arrange it for you.
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Please note products must be in its original packaging with tags attached. Once we receive the product we will submit the refund.
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My order arrived damaged. What do I do?
This can unfortunately happen in transit sometimes. We replace all damaged orders. Please send us an image to hello@silkithelabel.co.nz.
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How do I wash my silk products?
We recommend for all Pyjamas and Robes to either hand wash or wash on a delicate cold wash. Eye masks should be spot cleaned only as there is silk stuffing which can warp in the wash. Slippers should only be spot cleaned as they are natural sheepskin which can be effected by heat.