Shipping Policy

Shipping Rates

At Ochre & Silk, we take great care to ensure your order arrives safely, thoughtfully and with minimal environmental impact. We are committed to reducing waste and using sustainable practices wherever possible. Your order will be carefully packaged in recyclable or compostable materials, and we do our best to combine items in a single shipment to minimise packaging and transport emissions. Some larger or fragile items may need to be sent separately for safe delivery and may incur additional shipping charges.

Standard Shipping – Australia

Small to medium items: from $15
Heavier items (1–6kg): $20–$35
Lighting and pendants from $30
Seagrass rugs and runners:
- Runner & small rugs: $45
- Medium to large rugs: $50–$70 (metro) / $95–$120 (remote)

Shipping to New Zealand

Small to mid-sized items: $25–$45

Shipping to USA & Canada

Small Pendants (Palus, Lume, Leather): From $45AUD
Cloud linen pendants (over 80cm): AUD $140AUD for up to 2 pendants.

Express shipping is available at a higher rate. Final shipping costs will be calculated at checkout based on weight, size, and destination or email us for a quote.

Domestic Shipping (Australia)

We ship Australia-wide from our warehouse facility in Brisbane using trusted courier partners.

We endeavour to fulfil and dispatch all 'in stock' orders within 7 days of ordering.

Please note, some of our handcrafted lighting products may have a 2 week lead time. Please contact us to confirm stock availability if you're working towards a deadline.

Orders are dispatched twice weekly.

During peak periods, public holidays, promotions or product launches, dispatch times may be slightly longer.

Please contact us at hello@ochreandsilk.com.au if your order is time sensitive.

Click & Collect (Brisbane Showroom)

A Click & Collect option is available at checkout. Collection is from our Brisbane showroom. You’ll receive a notification when your order is ready for collection. Please wait for confirmation before arriving.

International Shipping

We ship internationally to most countries. Delivery times and rates will vary depending on the destination and will be calculated at checkout. Please contact us if you would like a quote.

Please note:

Duties or taxes applied by local customs authorities are the responsibility of the customer.
Ochre & Silk is not liable for delays caused by customs or local postal services.

Order Tracking

Once your order has been dispatched, you will receive a confirmation email with tracking details. Please allow up to 24 hours for tracking to become active.

Delivery Issues

We take great care in preparing and dispatching your order, but if something isn’t right, please contact us within 7 days of delivery at hello@ochreandsilk.com.au. If your order arrives damaged as a result of the shipping process, please include photographs of the packaging and product.

Ochre & Silk is not liable for parcels lost or stolen after delivery has been confirmed by the courier or postal service. If you live in an apartment or shared building, we recommend Australia Posts Parcel Locker option (for Australian residents) or selecting a delivery address where someone will be available to receive and sign for your parcel.

Pre-Orders & Backorders

If your order includes a pre-order or backorder item, we will ship the entire order once all items are available. If you wish to receive available items sooner, please email us at hello@ochreandsilk.com.au with this request and your order number.

For any other shipping-related enquiries, feel free to reach out to us at hello@ochreandsilk.com.au.

Returns & Exchanges

At Ochre & Silk, we take great pride in the quality and craftsmanship of our pieces, and we want you to be delighted with your purchase. If something isn’t quite right, we’re here to help and will work with you to find a suitable solution.

Change of Mind Returns

We accept returns for change of mind within 14 days of delivery. Items must be unused, in original condition, with all tags and packaging intact.

To begin a return, please email hello@ochreandsilk.com.au for approval and instructions.

If your return is accepted:

For Australian customers, we will provide an Australia Post return shipping label and clear instructions.
Our overseas customers are responsible for selecting, organising and paying for their preferred carrier and the return of the items to our Brisbane Showroom.

Return shipping is payable by the customer.

Ochre & Silk is not responsible for lost return parcels.

Original shipping costs are non-refundable.

Items sent back to Ochre & Silk without prior authorisation will not be accepted.

Faulty or Damaged Items

We take the utmost care in preparing and packing your order, but if your item arrives damaged or faulty, please contact us immediately at hello@ochreandsilk.com.au, with a description and photographs of the issue.

Non-Returnable Items

Some items are not eligible for return:

Custom or Made-to-Order Products (please contact us if you're unsure whether your item qualifies)

Items purchased on Sale

Gift Cards or Store Credit Vouchers

EU Orders: Right of Withdrawal

For orders shipped into the European Union, customers have the right to cancel or return their order within 14 days, for any reason and without justification.

Items must be returned unused, in their original condition and packaging, with proof of purchase.

To initiate this process, please contact us at hello@ochreandsilk.com.au, to discuss and for further instructions.

Final Notes

We reserve the right to refuse returns that do not meet the conditions above. Our goal is always to ensure a smooth and respectful process for both you and our artisans.