I have a question about my order, what should I do?
Please message us on the online live chat or via any of the methods listed on the Contact Us page, and we will gladly assist you with any questions you may have.
I'VE JUST PLACED AN ORDER, WHEN WILL I RECEIVE IT?
We will ship out your order within 24 hours after you have placed your order.
We use NZ Post shipping services for New Zealand orders. For most NZ cities, delivery usually takes 1 - 3 business days. For rural areas, delivery usually takes 2 -4 business days.
We use DHL Express shipping services for Australian, United States and all other international orders. For most international cities, delivery usually takes 3 - 7 days. For rural areas, delivery usually takes 5 - 9 days.
Orders placed after 8:30am on Friday will be shipped out the following Monday.
CAN I RETURN OR EXCHANGE MY ORDER?
SILK PILLOWCASES & BEDDING:
We provide a 60-day hassle free money back guarantee should you not be completely satisfied with any of our organic luxury silk pillowcases.
ALL OTHER PRODUCTS:
We provide 30-day hassle free money back guarantee for all items that have not been used or taken out of their packaging. If you would like to exchange or return an item, please contact our Customer Care team here.
Please view our full return policy here.
HOW DO I CARE FOR MY ECOLUXE SILK ITEMS?
EcoLuxe Silk pillowcases and products are crafted to be easy to care for, and require only a bit of extra attention. Closely following the below care instructions will help to keep your EcoLuxe Silk items beautiful and luxurious for years to come.
* Hand wash is best:
Using cold to warm water, wash with a gentle detergent specially formulated for silk such as the ECOSTORE Eucalyptus Wool & Delicates Silk Wash here. If this is not accessible, you may use your normal hair shampoo instead of other soaps or detergents which may be too harsh.
* Machine wash:
Place in a mesh laundry bag, and launder separately in a SILK-ONLY LOAD or delicate cycle at cold/warm temperatures. Use a gentle detergent specially formulated for silk, such as the ECOSTORE Eucalyptus Wool & Delicates family of detergents here.
It is important to use a fine mesh wash bag to help keep your silk from tearing, especially if your machine has a central agitator mechanism.
* For stains:
Pre-treat the silk item with the ECOSTORE Eucalyptus Wool & Delicates Silk Wash family of detergents here.
* Line dry out of direct sunlight:
Putting silk items into the dryer is not recommended. However if you must do so, use only the “air” setting for only a short time period.
WHY IS ECOLUXE SILK SAFER & HEALTHIER THAN OTHER BRANDS OF SILK?
EcoLuxe Silk is certified organic by the Global Organic Textile Standard, and certified safe and non-toxic by the OEKO-TEX Standard 100. Most silk brands in New Zealand and the world, only have the OEKO-TEX Standard 100 non-toxicity certification but do not meet the GOTS organic certification requirements. This means that they are not truly 'organic'.
Because EcoLuxe Silk has been certified organic from end- to- end, our silk is more hypoallergenic, safer and healthier for your skin to lie against at night than other brands of silk in the market. This is especially important for people with sensitive or acne-prone skin, allergies or other health issues.
WHY IS ECOLUXE SILK SAFER & HEALTHIER THAN POLYESTER & COTTON?
EcoLuxe Silk is hypoallergenic and As a protein-based fiber, silk doesn’t burn the way cotton or synthetics do. Silk burns slowly is often self-extinguishing and gives out little or no smoke[ . Silk is also naturally hypoallergenic and resistant to mold, mildew, fungus and dust mites. This is particularly good for winter in New Zealand. Our Mulberry Silk Products use only environmentally friendly dyes and all products are Oeko-Tex® Standard 100 Certified
WHY IS ECOLUXE SILK MORE ETHICAL THAN OTHER SILKS IN THE MARKET?
The Global Organic Textile Standard (GOTS) is the worldwide leading textile processing standard for organic fibres, including ecological and social criteria, backed up by independent third-party certification of the entire textile supply chain.
Do you have a question that is not listed here?
Please message us on the online live chat or send us an email to let us know, including your order number (if relevant). Our friendly Customer Care team will get back to you as soon as possible.