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    WE WANT YOU TO BE HAPPY

    If an item you have ordered looks wrong in your space or you’ve just changed your mind, you are welcome to return it to us for a refund. We operate a ‘Free Returns’ system. The conditions are as follows:-

    • Notify us that you wish to return your item within 14 days of purchase and return the item to us within 30 days of purchase.
    • The item must be in ‘as new’ condition, unwashed and/or unspoilt
    • The receipt and packaging must be returned with the item

    * NOTE:- If these conditions are not met we cannot issue the refund.

    RETURNS PROCEDURE

    1. A ‘Returns Form’ will be provided with your purchase inside your package.
    2. Fill in your details and the relevant code that best describes your reason for returning the item and include this with the item.
    3. Email us at info@roughsilkdesign.com to let us know your name, address, phone number, order number and what you want to return.
    4. We will email you a prepaid postage label.
    5. Print and affix the supplied address label to your package.
    6. Drop your package in a red Australia Post box or at a post office.
    If you don’t have access to a printer we will send the postage label to you via post.

    Hint:
    • We recommend that you carefully cut open the parcel so that you can re-use the parcel packaging for returned items if necessary.


    REFUND

    Once your return is received and inspected we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.


    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

    LATE OR MISSING REFUNDS

    If you haven’t received your refund, first try contacting your credit card company: it may take some time before your refund is officially posted.

    Next contact your bank. There is often some processing time before a refund is posted.

    If you’ve done all of this and you still haven't received your refund, please contact us at info@roughsilkdesign.com.

    SALE ITEMS

    We have a ‘NO RETURNS’ policy on ‘Sale’ items. If the item is faulty or we sent you the wrong item please contact us at info@roughsilkdesign.com

    INTERNATIONAL ORDERS

    We DO NOT offer free returns on international orders. Return delivery charges for ‘Unwanted’ or ‘Change of Mind’ items are the responsibility of the customer. If the item is faulty or we sent you the wrong item please contact us at info@roughsilkdesign.com

    EXCHANGES

    We only replace items if they are defective, damaged or sent in error. If you would like to replace your item with an alternative item we will refund your original purchase (if return is eligible) and you will then need to start a new online order.

    FAULTY MERCHANDISE

    We take great care to check the quality of the cushions before we dispatch them but if a faulty item slips through the net it can most definitely be returned for an exchange or refund.

    However, please note, all of our fabrics are hand printed. Minor discrepancies between prints are part of the charm.

    Also, we are not responsible for damage caused during transit with the postal carrier.

    GIFTS

    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

    If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will notify the gift giver and send the refund to them. 

    CONTACT

    If you have any further enquiries about our Returns Policy please contact us at info@roughsilkdesign.com