FAQ

Orders/Shipping

Can I change or cancel my order?

Once you have placed your order and it is shipped unfortunately, we cannot change or cancel the order.

When can I expect my delivery?

We dispatch all orders the next business day via Australia Post, however during peak periods or sales, dispatch may take 2-3 days.

A confirmation email with tracking details will be sent to you once your order has been dispatched.

Once your package is passed onto Australia Post, delivery is completely out of Just Mulberry Silks control.

If your order is taking longer than the time frame displayed on your tracking advice, please reach out to us at mulberrysilkms@gmail.com and we will do our very best to help contact Australia Post on your behalf and assist in locating your order.

Where do you ship to?

Australia,New Zealand,US, Canada and UK.

All shipping outside of Australia is sent via Australia Post Standard International shipping.

What about duties and taxes?

Prices on our website include taxes and duties for Australia (GST).

All orders outside of Australia are shipped Delivery Duty Unpaid (DDU).

What is your returns/refunds policy?

Our full policy can be found on our website homepage.

All of our products are individually packed and inspected prior to shipping to meet our stringent quality control standards.

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 within 30 days of purchase.Only regular priced items may be refunded, unfortunately sale items and Face Masks cannot be refunded.

General

How do I care for my pillowcase?

We recommend using a wash bag and wash on cold/warm delicate machine wash or hand-wash using a silk friendly liquid laundry detergent with like colours.  

Hang dry in shade.

Do not Bleach

Cool iron inside out after washing to restore shine.

Ringing & use of a dryer may stretch the silk fibres.

Washing prior to first use is recommended.

Only wash with like colours to help avoid colour run. Colour run is quite common with silk fabrics and will not result in colour loss.

Why might my pillowcase smell like vinegar?

Vinegar is used as a fixative during the dying process of textiles. When silk is dyed, vinegar is used to assist in fixing the dye to the fibres of the silk. Any excess dye and vinegar will be removed when the product is first washed.

What is the thread count of your pillowcases?

Silk Momme, pronounced as moe-me, is a unit of measurement for silk fabric instead of thread count.

Thread count is generally not used because is not a good means to distinguish between different qualities of silk. As silk is an incredibly fine thread counts would be extremely high regardless of the quality.

For this reason, silk uses Momme to determine quality. Generally, 19- 22momme is considered for bedding to provide the best balance of strength, aesthetics and affordability.

What is the difference between 19 mm & 22 mm?

At Just Mulberry Silk we have two ranges - our premium 22mm and standard 19mm.

19 momme silk is a great option for affordability whilst having all the great qualities of silk. Anything less would reduce the quality and durability, meaning you would have to replace more often.

Our premium 22mm will feel thicker and much more luxurious and being of higher momme has a shinier appearance at first glance.  

What sizes are your pillowcases

All of our pillowcases are 51cm x 76 cm with a concealed zipper for extra comfort and to prevent your pillow sliding out and will fit any international standard/queen size pillow.

Why is my eye mask a slightly different colour than my pillowcase?

Both your eye mask and pillowcase are made from the same Mulberry Silk colour batch however as the eye mask has silk stuffing inside and is double layered it can appear to be slightly different.

Promotions/Discount Codes: 

During promotional and sales periods some discount codes such as new customer may not be available to use.

Discount codes must be entered at time of purchase.

If we haven't answered your questions here please contact us at mulberrysilkms@gmail.com