Refund policy

We have a 100-night return policy, which means you have 100 nights of sleep after receiving your item to request a return should you see no benefits to your sleep. 

To be eligible for a return, your item must be in the same working condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@silkthelabel.com.au.

If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@silkthelabel.com.au.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@silkthelabel.com.au.

 

Gift Card Policy

1. General Gift Card Terms

  • Gift cards purchased from our store are issued as digital gift cards and delivered by email.

  • Gift cards can be redeemed at checkout for merchandise sold on our online store.

  • Gift cards do not expire and carry no additional processing fees, unless otherwise required by law.

  • Gift cards cannot be reloaded, resold, transferred for value, or redeemed for cash except where required by law.

  • Lost or stolen gift cards will not be replaced.

2. Free Promotional Gift Cards

From time to time, we may offer promotional gift cards—such as a "Free $20 Gift Card with purchases over $100" promotion.
Promotional gift cards differ from purchased gift cards in the following ways:

  • Promotional gift cards have no cash value and may only be used toward future purchases.

  • Promotional gift cards may have usage restrictions, including minimum spend or product exclusions (if applicable).

  • Promotional gift cards cannot be resold, transferred, or exchanged.

  • Promotional gift cards are only valid if the qualifying order remains fully paid and unreturned.

3. Returns on Orders That Earned a Promotional Gift Card

To prevent misuse of promotional gift cards (such as earning a free card, using it, then returning the original order), the following rules apply:

  • If you return or cancel part or all of an order that earned a promotional gift card, the promotional gift card becomes void.

  • If the promotional gift card has already been used, then any refund issued on the original qualifying order will be reduced by the amount of the promotional gift card value ($20).

    • Example: If you return a $50 item from your $120 qualifying order after using the $20 promotional gift card, your refund will be $30, not $50.

  • If the promotional gift card is unused at the time of return, it will be deactivated and no longer redeemable.

  • If a refund would reduce your original order total below the promotional threshold (e.g., below $100), the promotional gift card is void and handled using the rules above.

4. Abuse or Misuse

We reserve the right to refuse returns, cancel promotional gift cards, or deactivate accounts where fraudulent or abusive behavior is suspected, including attempts to retain and use a promotional gift card while returning the qualifying order.