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 2 weeks lead time
-
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?
-
Australia: we provide a prepaid return label (cost deducted from refund).
-
International: customers arrange and pay for their own return shipping.
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.