Elite Silk Ltd Shipping Information, Returns & FAQ


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ELITE SILK LIMITED DISCLAIMER!  
 

Elite Silk LTD designs and manufactures our own exclusive range of products

Elite Silk LTD has not given any other Company or Individual the right to copy or sell its designs/logo or claim manufacture of our product lines.

Elite Silk LTD exclusively  represents All product ranges of Elite Silk LTD

Elite Silk LTD is the sole exclusive distributor with ownership rights to design, manufacture and sell all Elite Silk labeled products.

"Elite Silk" Brand is 100% Owned, Based

and Operated from New Zealand Only.

  

Flat Shipping rate $6.50 throughout NZ on all orders or Free Shipping for orders over $250

Flat Shipping rate $15 to Australia

1-5 Business days delivery throughout New Zealand

 Free  Tracked NZ Courier Shipping to Australia  for orders over $250

Worldwide Shipping Flat Rate – $30NZ

  

Please note:  We will do our best to deliver your order ASAP.

All Deliveries – 3 – 15 Business Days depending on your location.

Some Orders can take up to 21 days.

 

 **PLEASE NOTE**

Products are made to order by Highly Skilled Tailor in Auckland, New Zealand .

Some products Custom-made in Xuzhou By  Swiss OEKO-TEX® Certified and Approved Factory. 

Elite Silk Limited makes each bedding set individually and we do not store our silk bedding or bamboo bedding in warehouses or any other fulfillment centers.

Our working hours are Monday to Friday 9 am – 5 pm New Zealand time (excluding Public Holidays). Our Office based in Auckland, New Zealand. 

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. 

IMPORTANT SHIPPING INFORMATION:⠀

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 5 business days for processing time + Shipping Times.

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 DO 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:

  1. Non-payment of tariffs 
  2. Incorrect address
  3. You did not claim your order at the post office

 1. 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.

2. I placed my order today, when can I expect to receive it?

We will begin the process right away.  Also, before we ship your order, we have to prepare your product further to perform strict quality-control tests as well as to package the item carefully. Therefore, as we have mentioned above, processing time can take 5 working days. We sincerely hope you will receive your order within 14-21 business days to your address.

3. It’s has been X days since I placed my order, why is it still not here?

If your order delayed, it could be due to one of the following reasons:

  • Your order is large ($1000+) or requires extensive customization.

  • You placed your order during the Shopping/Holiday season (early November to late December) when we have a higher-than-normal volume of orders.

  • Your local delivery courier is facing issues such as bad weather. Please contact us to find out exactly why your order 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. Also, please allow us 48-hours to respond following the next business day, if you have contacted us outside these hours.

 

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.


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.



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 don’t guarantee that we will receive your returned item.

 

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