Refunds and returns

Last updated 25 August 2026.

Two separate things are described on this page and it is worth keeping them apart. The first is your rights under the Australian Consumer Law, which we cannot limit. The second is our own change of mind policy, which we offer voluntarily because Australian law does not require it.

Your consumer guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Goods must be of acceptable quality, fit for the purpose we describe them for, and match their description.

If something fails to meet one of those guarantees, you are entitled to a repair, a replacement or a refund. Where the failure is major, the choice between them is yours rather than ours, and you may also be entitled to compensation for any other reasonably foreseeable loss or damage. Where the failure is minor we may choose to repair it within a reasonable time instead. In either case we pay the return postage, and nothing anywhere on this site limits any of it.

Tell us as soon as you can. Email theteam@customersupport.care with your order number, what is wrong and a photograph if the problem is visible.

Changing your mind

Australia gives no statutory cooling-off period for an ordinary online purchase, so what follows is our own policy rather than a right you have in law. We would rather say that plainly than let you believe otherwise.

You have 15 days from purchase to return an item because you changed your mind, it did not fit, you found a better price, you no longer need it or you ordered the wrong thing. To be eligible:

• the item is unused and in its original packaging
• you have the receipt, the order confirmation or other proof of purchase from this website
• it was bought from this website rather than from a third-party retailer

On a change of mind return there is a $29 non-refundable handling charge per order, which covers the original packing and handling, and you pay the postage to send it back to the warehouse it came from. The original delivery charge is not refunded.

An embroidered pillowcase is the one exception: the stitching is permanent and the item cannot be resold, so it is not returnable on a change of mind. If it is faulty or the stitching is wrong, that is a consumer guarantee matter and the paragraphs above apply as normal.

Cancelling an order

An order can be cancelled at any time until it ships. Most orders ship within 24 hours of being placed, so if you need to change or cancel one, contact us within about 12 hours. A 12.5 per cent service and processing fee applies to a cancellation. Once packing and shipping have started the order cannot be cancelled and the returns policy above is the route instead.

Damaged, incorrect or missing

If your order arrives damaged, has parts missing, is not what you ordered, or does not arrive at all, tell us immediately. None of those is a change of mind return: there is no handling charge, you do not pay return postage, and we sort it out. Items in one order can travel in separate packages, so check whether part of it has landed before you count something as missing.

How a return works

1. Email theteam@customersupport.care within 15 days with your order number and what you would like to do.
2. We reply with the return address and the steps. Do not send anything back before you have that reply, because the warehouse your parcel came from is not always the one you might guess.
3. Pack it as it arrived and send it back.
4. Once it reaches us we process the refund within 24 to 48 hours, to the original payment method. If you would rather hold it as credit against a future order, say so and we will.

If we cannot sort it out

Say so in the same email thread and it goes to someone else rather than back into the queue. If you are still not satisfied, you can contact the Australian Competition and Consumer Commission or the consumer affairs office in your state or territory. Nothing on this page affects your right to do that.

Who you are dealing with

Flair Silk Company Australia, a division of BuyFactory Direct Pty Ltd, ABN 30 656 628 938, Suite 307, Norwest Central, 12 Century Circuit, Norwest NSW 2153, Australia. Email theteam@customersupport.care.