Returns and refund policy

Last updated: [15/09/2026]

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights.

Change of mind

We do not accept returns or offer refunds or exchanges for change of mind. Please read the product description and check your order before you pay.

If something is wrong with your order

Contact us if your order arrives damaged or has a manufacturing fault.

Email aureliesilks@gmail.com with your order number and clear photos of the problem. If the outer parcel was damaged in transit, a photo of the packaging helps as well. Get in touch as soon as you can, ideally within seven days of delivery, so we can lodge a claim with the carrier while the evidence is still current. Contacting us later than that does not remove your rights under the Australian Consumer Law.

We will usually respond within one business day.

What happens next

Where there is a major failure, you choose between a refund and a replacement.

Where the fault is not a major failure, we will repair, replace or refund, and we will let you know which before we act.

If we ask you to send the item back as part of a valid claim, we will cover reasonable return postage. You do not need to pay to return a faulty item.

Refunds go back to the original payment method. Once we process a refund, your bank or card provider usually takes three to five business days to show it.

Orders that do not arrive

If tracking shows your parcel as delivered but you have not received it, contact us and we will follow it up with the carrier. If a parcel is lost in transit we will replace it or refund you.

If an order is returned to us because the delivery address was wrong or incomplete, we will contact you to arrange redelivery. A further postage charge may apply.

Gifts

If you bought the set as a gift and the recipient finds a fault, we are happy to deal with them directly, but the claim sits with the person who placed the order, so we may need to confirm the order details with you.

Product variations

Our products are packed by hand and the arrangement of items within the box may vary slightly between sets. Colours can also look different on different screens, and small variations in colour, stitching and finish are normal in textile manufacturing. These are not faults. If something looks materially different from the product described on this site, contact us and we will sort it out.

Care

Care instructions are supplied with the product and are also on this site. Damage caused by washing or use outside those instructions is not a manufacturing fault.

Contact

aureliesilks@gmail.com