FREQUENTLY ASKED QUESTIONS

We do offer a 10% off welcome code on first purchases when signing up to our newsletter and joining our Sylk Swim community. To redeem the discount, apply the code at checkout. Valid on full price Sylk Swim product only.

As we are an Australian store. All pricing will be charged in AUD.

We are happy to accept returns on all purchases for exchange (where available) or store credit.

Your item(s) must meet the below requirements in order to be approved for exchange or store credit.

• Item(s) must be returned within 14 days of receiving your order.

• Undergarments must be worn when trying on items.

• Item(s) must be returned in its original packaging, unworn, unwashed and must have the hygiene seal intact.

If the returned item/s do not meet these conditions, it may be returned to you at an additional charge. 

Return Cost

Return labels are at the expense of the customer and are issued via our online returns portal. Return rates for Australian orders are $10 and International Orders $30 and will be deducted from your store credit amount upon processing your return. If you decide to arrange your own postage, please ensure that you retain the tracking number as we cannot be held responsible for any returns lost in transit.

Processing Time For Returns   

Once your return has been received at our warehouse, please allow up to 5 business days for your return to be processed. You will be notified via email once your return has been processed. If you have opted to exchange your items, a link to complete your order will be emailed to you. You will be required to pay any outstanding balance prior to your exchange being sent.

Refund of Duties & Taxes for International Orders

Upon return of your items, any applicable customs, duties or taxes paid in relation to your order, will not be refunded by Sylk Swim. We recommend contacting your local customs office for information on any possible customs and duties refunds that you may be eligible for within your country.

Reject/Refuse Parcel

If you choose to reject/refuse delivery of your parcel, a $40 AUD return fee will be deducted from your refund amount.

If you believe your item has a fault, please use our online returns portal to submit your item with your order number and images of the fault. Our customer care team will then be in touch to discuss your options.

We are so sorry to hear your missing an item. Please contact our customer service team at info@sylkswim.com and we will be able to assist you.

We are unable to make changes to your order once it is placed. If you need to update your address, we recommend contacting the courier directly.

Yes! Afterpay is available for all Australian & New Zealand customers!

For orders placed before 2 pm AEST, where your item is in stock, we endeavour to have these processed and shipped within the same business day.

Australian orders will be sent via Australia Post. Currently, Express shipping is 1-3 business days and Standard shipping is 2-6 business days.

We currently offer two options for international orders, DHL registered express post (3-10 business days) or Australia Post Standard International service (10-15 business days).

We currently offer two options for international orders, DHL registered express post (3-10 business days) or Australia Post Standard International service (10-15 business days). These are sent from our Australian Head Office and can be shipped to a residential or commercial postal address only - we are unable to ship to a PO BOX. With DHL, your service is fully customisable and can be managed via the DHL website using the airway bill emailed at the time of shipment. The Australia Post Standard service cannot be updated once the order has been shipped, and any changes or updates once the order has been shipped are not possible.

All shipments will require a signature upon delivery to ensure safe delivery of your items. If you wish to change this (DHL Shipments only), please contact DHL directly stating your AWB tracking number to arrange alternate delivery options. Custom fees as well as any taxes that are associated with the purchase, are the customer's responsibility.

We are unable to take responsibility for any lost parcels once they have left our warehouse. However, we will do our best to assist you in the tracking of items where necessary your item. Please contact our customer care team at info@sylkswim.com for assistance. Shipping costs are non-refundable.

Please be aware that all countries have different laws regarding the importation of certain products and taxes etc., and our orders designated for shipment to countries outside of Australia may be subject to import fees of which we have no control over and are unable to provide estimates of, as they differ widely from country to country. We cannot take any responsibility for the payment of import fees, taxes or other associated import costs to any country, as these costs are the responsibility of the recipient - where you have concerns regarding this, as your purchase amount is over the countries declared threshold, we recommend you contact your local Customs office for current charges before placing your order or visiting a duty calculation website such as https://www.simplyduty.com

We are pleased to announce the recommencement of shipping to the United States.

DUTIES & TAXES 

While we are in the process of implementing a seamless solution to collect duties and taxes at checkout for all international orders, at present, these charges remain the responsibility of the customer and must be settled directly with the carrier after completing checkout and prior to delivery. DHL Express will reach out to customers directly with comprehensive information on how to complete payment for any applicable duties and taxes.

TARIFF CHARGES

A 34% tariff fee will be applied by the carrier and is the responsibility of the customer.

REJECT/REFUSE PARCEL

If you choose to reject/refuse delivery of your parcel, a $40.00 AUD return fee will be deducted from your refund amount.

RETURNS/EXCHANGES

Please be mindful when selecting your size as duties, taxes and tariff fees will be applied on your exchange order.

We appreciate your patience and support as we enhance our global shopping experience. For any further questions or concerns you may have, please contact our team at info@sylkswim.com.