Shipping and Refunds Policy

Shipping Policy

All orders are processed within 2 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. Please allow up up to 7 days for your order to arrive, after it has been processed. Total time for processing and delivery is 3-12 days depending on the delivery location.

Simple Flat Rate Fees: Shipping is free of charge for all orders within Australia.

Shipping Options

Price

2-10 Day Shipping

Free

2-4 Day Shipping

1-2 Day Shipping

Based on total order weight

NOTE: We are not responsible for shipping carrier delays.

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Order Process

01.

Orders are processed in 2-3 business days, excluding weekends and holidays. Items that are pre-ordered are processed within 2-3 business days of their arrival in stock.

02.

Orders that are successfully placed will receive an e-mail confirmation with the order details. If you haven't received an email, please check your spam folder or contact us for confirmation.

03.

If you have any questions about your order, please contact us right away at support@soiecollective.com.au We will be unable to make changes to your order once it has been shipped.

04.

Please double-check that you have entered the correct address. We are not liable for non-delivery due to address errors that you provide. We will refund the original order if an order is returned due to an incorrect address.

Returns and Refund Policy

Our 30-Day Satisfaction Guarantee

We stand behind the quality of our products. Our 30-Day Satisfaction Guarantee is a commitment to our craftsmanship. It is not an unconditional returns window. Please read this policy carefully before purchasing.

General Return Policy

Due to the intimate and hygienic nature ofo ur product, the Soie Collective Silk Anti-Wrinkle Chest Pillow is worn directly against the skin as an undergarment. For this reason, we do not accept change-of-mind returns or exchanges once the product has been received.

This is consistent with Australian Consumer Law provisions that permit the exclusion of change-of-mind returns for the intimate apparel and hygiene-sensitive products where the item is assumed to have been tried on or worn upon receipt.

When We Will Offer a Remedy

We will gladly provide a replacement, store credit, or refund if your item arrives with a genuine manufacturing fault or damage. Qualifying issues include:

• Visible defects in the silk fabric (tears, holes, or uneven weave present upon arrival)

• Faulty or broken adjustable satin straps that render the product unwearable

• Stitching or seam failures present at the time of receipt

• Incorrect item sent by us

• Item damaged in transit

General wear and tear, minor variations in silk sheen, and colour differences due to screen display settings are not considered manufacturing faults and are not covered under this policy.

How To Submit a Claim

Claims must be submitted within 30 days of your delivery date. To lodge a claim, email support@soiecollective.com.au with the subject line: Fault Claim - [Order Number], and include:

• Your order number

• A written description of the fault or damage

• A minimum of 2 clear photos or a video showing the defect

• A photo of the packaging if the damage appears transit-related

Claims submitted without photographic evidence will not be processed. We aim to respond within 1-2 business days. We reserve the right to request additional evidence and to refuse the claim.

Approved Remedies

Where a claim is approved, we will offer one of the following:

Replacement of the faulty item (subject to availability)
Store credit to the value of your purchase
Full refund to your original payment method

Return of the faulty item may be required. Where this applies, we will provide a prepaid return label.

Exclusions

The following are not covered under this policy:

Change of mind after purchase
Dissatisfaction with personal results
Incorrect size selected by the customer at checkout
Damage caused by improper care or laundering
Claims submitted after 30 days of the confirmed delivery date
Items returned without prior written approval from Soie Collective

Australian Consumer Law

Nothing in this policy limits or excludes any rights you have under the Australian Consumer Law (ACL). If a product has a major failure as defined under the ACL, you are entitled to your choice of repair, replacement, or refund. For New Zealand customers, your rights under the Consumer Guarantees Act 1993 are similarly not affected by this policy.

Contact Us

For any questions about your order, please contact us at support@soiecollective.com. We respond within 1–2 business days (AEST).

Is it free shipping?

Yes! We offer free shipping on all orders within Australia, provided that the courier delivers in your region.

How long does it take to receive my order?

Orders will be processed within 1-3 business days (Monday to Friday, excluding holidays). Once the order has been processed, please allow up to 7 days for delivery, depending on your location.

How will my order be shipped?

Your order will be shipped by one of these courier services, depending on your shipping address:
Australia: AusPost, Aramex, StarTrack, Couriers Please. We will choose the best suitable option for the destination.

What are your shipping costs?

Shipping costs within Australia are FREE. As long as the courier can get to you, we are happy to cover the shipping fees as a Thank You for your support.

My order has already been shipped but I need to update the address. What should I do?

Please contact us as soon as possible if you need to change your address. Keep in mind that a rerouting fee may be charged by the courier to change your address.

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