Shipping and Returns - Quick Guide

Where do you ship from?
All orders ship from our Brisbane warehouse.

When will my order ship?

• In-stock items: within 7 days

• Handcrafted lighting: up to 10 weeks lead time if out of stock.

• Pre-orders/backorders: dispatched once all items are available

Do you offer Click & Collect?
Yes — available at checkout. We’ll email you once your order is ready to collect from our Brisbane showroom.

How much is shipping?

• Australia: from $15 (small items), rugs from $45

• New Zealand: $25–$45

• USA: from $90 (pendants), larger items from $250

• Rest of the World: from $55.

Do you ship worldwide?
Yes. Duties/taxes are the responsibility of the customer.

Will I get tracking?
Yes — you’ll receive tracking details once your order is dispatched.

What if my order is damaged?
Contact us within 7 days with photos, and we’ll arrange a solution.

Can I return my order?

• Yes, within 14 days of delivery for change of mind (conditions apply).

• Items must be unused, in original condition, with packaging intact.

• Exclusions: custom/made-to-order, sale items, gift cards.

Who pays return shipping?

Customers are to arrange and pay for return shipping. Please ensure tracking details are emailed to us on hello@ochreandsilk.com.au

How do I start a return?
Email hello@ochreandsilk.com.au for authorisation and instructions.

EU Orders – Right of Withdrawal

• Customers in the EU may cancel/return orders within 14 days without reason.

• Items must be unused, in original condition and packaging.

• Contact us at hello@ochreandsilk.com.au to initiate this process

Final Notes

We reserve the right to decline returns that don’t meet the above conditions. Our priority is to ensure a smooth process while respecting the time and craft of our artisans. For any shipping or return queries, please reach out to us at hello@ochreandsilk.com.au.