FAQs
Orders & Dispatch
How long will it take to receive my order?
Every piece of Silkhour jewellery is individually handcrafted in our Sydney studio.
Estimated production times are listed on each product page. Items marked ready to ship will be dispatched promptly.
Can I request faster processing for my order?
If you need your order urgently, please reach out to our Customer Care team before completing your purchase. We’ll do our best to accommodate your request wherever possible.
Can I change or cancel my order after it’s been placed?
As most orders are assigned to our jewellers shortly after purchase, please contact us within 24 hours if you need to make changes or request a cancellation.
Email hello@silkhour.com with your order number and details of your request.
Which payment methods do you accept?
We accept all major credit cards, PayPal, and Afterpay for both online and in-store purchases.
Are gift cards available?
Yes. Gift cards can be purchased online or at any Silkhour boutique.
All gift cards are interchangeable and redeemable both online and in-store.
Online gift cards are delivered digitally, but if you’d prefer a physical version, please contact us at hello@silkhour.com.
How can I check my order status?
After placing your order, you’ll receive a confirmation email.
When your piece is ready to ship, we’ll send a dispatch email with your tracking details so you can follow its journey.
If you don’t see your confirmation or tracking email, please check your spam or junk folder, or contact our team for assistance.
Shipping & Deliveries
How do I track my order?
Once your order has been dispatched, you’ll receive a shipping confirmation email that includes your courier details and tracking number.
Domestic orders are shipped via Australia Post, while international orders are sent via DHL.
Do you require a signature on delivery?
Yes, all orders require a signature upon delivery for security reasons.
If you’re unavailable at the time of delivery, your parcel will be redirected to your local post office or DHL service point for collection.
Will I need to pay import duties or taxes?
Depending on your country’s import regulations, your order may be subject to customs duties or taxes.
Any applicable fees will appear at checkout and can be prepaid with your order.
Please note these charges are determined by your country’s customs authorities and are not set by Silkhour.
My tracking says “delivered,” but I haven’t received my parcel. What should I do?
Since all orders require a signature, first check with other household members or neighbours who may have accepted the parcel.
If your parcel is still missing:
- Use your tracking number to lodge an enquiry directly with the courier.
- Contact our Customer Care team at hello@silkhour.com if the issue remains unresolved.
Our team is available Monday to Friday, 8:00am–4:00pm AEST.
Do you deliver to PO boxes?
Yes, we can deliver to PO boxes within Australia. Please note that a signature on delivery is still required.
Production
Is your jewellery made to order?
Yes. Every Silkhour piece is made to order in our Sydney studio by our team of skilled jewellers. Each product description includes an estimated production timeframe.
Where are your pieces made?
All Silkhour designs are created and handcrafted in Australia at our Sydney studio, using responsibly sourced materials.
Is your jewellery nickel-free?
Yes — all Silkhour jewellery is 100% nickel-free.
Returns & Exchanges
What is your returns policy?
We offer refunds & exchanges within 14 days of receiving your order. Please note that resizing or exchanges for gold and silver pieces may incur a small fee.
Return postage costs are the responsibility of the customer. If you have any questions before purchasing, please contact hello@silkhour.com.
How do I return an item?
- To qualify for an exchange or store credit, items must be:
Unworn and in original condition
- Returned in their original packaging
To start a return:
- Email hello@silkhour.com to request a Return Merchandise Authorisation (RMA) form.
- Complete and include the form with your return.
Returns without an RMA may not be accepted.
We recommend using an insured express service with signature on delivery, as we cannot accept responsibility for items lost or damaged in transit.
I ordered the wrong size or item — what should I do?
Please contact our Customer Care team within 24 hours of placing your order at hello@silkhour.com, quoting your order number.
Our team will advise on next steps.
Please note that resizing or exchanges for gold and silver pieces may incur a fee.
My tracking says “delivered,” but I haven’t received my parcel. What should I do?
Since all orders require a signature, first check with other household members or neighbours who may have accepted the parcel.
If your parcel is still missing:
- Use your tracking number to lodge an enquiry directly with the courier.
- Contact our Customer Care team at hello@silkhour.com if the issue remains unresolved.
Our team is available Monday to Friday, 8:00am–4:00pm AEST.
Do you deliver to PO boxes?
Yes, we can deliver to PO boxes within Australia. Please note that a signature on delivery is still required.
Repairs & Care
Do your pieces come with a warranty?
es — all Silkhour jewellery is covered by a 1-year warranty from the date of purchase for manufacturing faults.
The warranty does not cover:
- Normal wear and tear
- Broken chains, bent rings or earrings
- Damaged stones or pearls
- Faded or oxidised plating
Proof of purchase is required for all warranty claims.
How do I return an item?
- To qualify for an exchange or store credit, items must be:
Unworn and in original condition
- Returned in their original packaging
To start a return:
- Email hello@silkhour.com to request a Return Merchandise Authorisation (RMA) form.
- Complete and include the form with your return.
Returns without an RMA may not be accepted.
We recommend using an insured express service with signature on delivery, as we cannot accept responsibility for items lost or damaged in transit.
I ordered the wrong size or item — what should I do?
Please contact our Customer Care team within 24 hours of placing your order at hello@silkhour.com, quoting your order number.
Our team will advise on next steps.
Please note that resizing or exchanges for gold and silver pieces may incur a fee.
My tracking says “delivered,” but I haven’t received my parcel. What should I do?
Since all orders require a signature, first check with other household members or neighbours who may have accepted the parcel.
If your parcel is still missing:
- Use your tracking number to lodge an enquiry directly with the courier.
- Contact our Customer Care team at hello@silkhour.com if the issue remains unresolved.
Our team is available Monday to Friday, 8:00am–4:00pm AEST.
Do you deliver to PO boxes?
Yes, we can deliver to PO boxes within Australia. Please note that a signature on delivery is still required.
How do I resize my ring?
Please refer to our Ring Size Guide
What should I do if my solid gold jewellery begins to tarnish?
Tarnish can naturally occur due to factors such as skin acidity, moisturisers, or exposure to water.
Please contact our Customer Care team at hello@silkhour.com to discuss cleaning or refinishing options.