Shipping & Returns

Shipping Information

  • Domestic Shipping (New Zealand)

    • We charge a flat rate of $10 for all wholesale orders shipped within New Zealand.
    • All orders are dispatched from our warehouse in Coatesville, Auckland.
    • Orders from current collections are processed and dispatched within 1 to 3 business days.
    • Once dispatched, delivery typically takes 1 to 3 business days, depending on your location.

  • International Shipping (Australia)

    • We charge a flat rate of $35 for all wholesale orders shipped to Australia.
    • Orders from current collections are processed and dispatched within 1 to 3 business days.
    • Once dispatched, delivery to Australia typically takes 3 to 7 business days.

  • Upcoming Collections

    New collections are usually shown 2 to 3 months in advance.

    Dispatch dates for upcoming collections will be communicated once you have seen the new collections.

  • Tracking Orders

    Once your order is dispatched, you will receive a shipping confirmation email with a tracking number.

    You can track your order using the provided tracking number through our courier’s website.

Returns and Exchanges

  • Return Policy

    • We stand by the quality of our products and aim to ensure our stockists are satisfied with their orders.
    • If you receive a faulty or damaged item, please contact us within 7 days of receipt to arrange a return or exchange.
    • All returns must be authorised by us first. Please email studio@silkandsteel.co.nz with the reason and attached a photo, if possible.

  • How to Return an Item

    1. Contact customer support at studio@silkandsteel.co.nz to obtain a return authorisation.
    2. Once authorised, securely pack the item(s) in their original packaging, including all accessories and any paperwork.
    3. Ship the item(s) back to our warehouse at the address provided by our customer support team.
    4. We recommend using a trackable shipping method as we cannot be responsible for lost or damaged packages.

  • Credit and Replacements

    • Once we receive your return, we will inspect the item(s) and notify you of the status of your credit or replacement.
    • Approved credits will be processed within 7 business days and will be applied to your account.
    • Exchanges will be processed and shipped to you promptly, subject to stock availability.

  • Custom Orders and Special Requests

    • Custom orders and special requests are non-returnable and non-refundable unless they are faulty or damaged upon receipt.
    • Please ensure all custom order details are accurate before confirming your order to avoid any issues.

  • Contact Us

    • For any questions or concerns regarding shipping and returns, please contact our customer support superstar Sarah Cleland at studio@silkandsteel.co.nz or call 021815540
    • We are available Monday to Friday from 9 AM to 5 PM NZST