Please note: We will do our best to deliver your order ASAP.
Processing time 1-3 business days for all orders
New Zealand – 1-3 Business days through NZ
Australia 5-10 days
Some International Orders USA, UK, Canada, Russia can take up to 21 days.
**PLEASE NOTE**
Elite Silk Limited is a NZ Brand and designs it's own products. Our products are made by a Highly Skilled Tailor in Auckland, New Zealand.
Elite Silk Limited makes each bedding set individually and we do not store our silk bedding or bamboo bedding in warehouses or any other fulfilment centres.
IMPORTANT SHIPPING INFORMATION TO NOTE:
1. We do not ship to PO Boxes, Private Bags or Parcel Lockers.
2. All orders are sent via a New Zealand CourierPost Only. Any state sales duty/import fees/customs charges must be paid by the recipient. If you refuse the shipment from us/choose to abandon the shipment, you agree that you will not be refunded. It is up to the recipient to see if their country has compulsory customs charges/fees.
SHIPPING DISCLAIMER
In general, please allow up to 5 business days for processing time for bedding sets + Shipping Times 1-3 business days in New Zealand.
Elite Silk Ltd does not guarantee delivery or shipment dates as we do rely on New Zealand CourierPost.
The Customer will receive an email confirming their order shortly after the order is placed from us and New Zealand CourierPost if the email address was provided.
If the customer does not receive this email confirmation, please double check any spam folders.
Elite Silk Ltd, cannot be held responsible/liable for lost or stolen packages that have delivery confirmation to the address that was provided.
The customer accepts full responsibility to file any claim(s) with a carrier for damaged and/or lost shipments.
Customers are responsible for providing Elite Silk Ltd with their correct shipping address – if a package is returned or rejected, the customer will be contacted and will be required to pay for re-shipment postage.
Elite Silk Ltd does not take responsibility for any shipment delays by New Zealand CourierPost or by your Local Post.
For ALL orders placed – pickup is NOT an option.
INTERNATIONAL SHIPMENTS
WE SHIP INTERNATIONALLY by New Zealand CourierPost Only.
There are a few things to be aware of: You, the buyer, are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc. required by your country for importing consumer goods. We do not collect this beforehand, and cannot give you an estimate of the cost – charges vary around the world.
As an international consumer, please do your research to ensure there are no surprise charges if clearing your package through customs. We will contact you and ask you to pay for re-shipment postage. We will not give you a refund in cases below:
- Non-payment of tariffs
- Incorrect address
- You did not claim your order at the post office
FAQ
Q. Is there any restriction on where you can ship your products?
Please note, we do not ship to P.O. Boxes as our silk products are expensive.
Q. I placed my order today, when can I expect to receive it?
Bedding sets, customised measurements, hand embroidery can take 3-5 business days to make. Other products that are already made are ready to ship.
Q. It has been X days since I placed my order, why is it still not here?
If your order is delayed, it could be due to one of the following reasons:
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Your order is large ($1000+) or requires extensive customisation.
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You placed your order during the Shopping/Holiday season (early November to late December) when we have a higher-than-normal volume of orders.
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Your local delivery courier is facing issues such as bad weather. Please contact us to find out exactly why your order is delayed.
If you still have further more questions regarding shipping or returns, please email info@elitesilk.com.
Business hours are Monday – Friday, 9:00 am – 5:00 pm EST. Please allow us 48-hours to respond following the next business day if you have contacted us outside of these hours.
PRODUCT INFORMATION
Pillow filled with silk floss, sleep eye masks, towels, headbands designed in New Zealand, Custom-made in Xuzhou By Swiss OEKO-TEX® Certified and Approved Factory, but final assembly is done in New Zealand.
All packaging is currently sourced from New Zealand only from local suppliers.
All tags and labels are made in New Zealand by local label printing companies.
WORKING HOURS
Our working hours are Monday to Friday 9 am – 5 pm New Zealand time (excluding Public Holidays). Our Office based in Auckland, New Zealand.
PROCESSING TIME FOR WEEKEND ORDERS
If your Order is placed during the weekend will be processed within 5 next business days.
Please ensure your delivery details are correct. After your order has been picked up by New Zealand CourierPost, we are unable to re-direct this package.
RETURNS
We hope that you’ll love our beautiful products. However, if you received a damaged or faulty item, please contact us within 14 days of delivery for a replacement or full refund.
You are fully protected by a 100% money-back return policy.
Please simply email us at info@elitesilk.com with your concerns and we will do our best to make you happy. To complete your return, we require a receipt or proof of purchase.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
We want your 200% customer’s satisfaction & welcome your honest Review. Your satisfaction is the most important thing in our business because we love you as our customers.
Shipping Returns
To return your product you need to post it to our Auckland New Zealand address. Please contact us for more information on info@elitesilk.com
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
If you are shipping an item over $75, you should consider using a tracking shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
REFUNDS (if applicable)
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, within 5 working days.
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 send a refund to the gift giver and they will find out about your return.
