Frequently Asked Questions


Questions About Products


Why can’t I find an item online?

Unfortunately, some items will be out of stock or be discontinued and removed from the website altogether. However, if you email us at orders@silveraustralia.com.au one of our staff will be able to confirm the status of the product. Please be advised that our Customer Care Team cannot tell  you the exact date an item will be back in stock, but are happy to offer you an estimated delivery time and will place the item on a back order for you.


Can I have more information about a product?

We include as much information as possible about a product on the website page itself. Usually more detailed information can be offered if you email us at orders@silveraustralia.com.au. Please remember to provide the name and code of the product so one of our team will be able to answer you with any additional information as quickly as possible.


Questions about your order

 

Can I change my order?

Once your order has been confirmed, it is only possible to change it prior to dispatch.

Can I cancel my order?

Once your order has been confirmed, it is only possible to cancel it prior to dispatch.


Questions About Returns

 

How do I return an item?

If you are not completely satisfied with your purchase, simply return the item(s) to us in their original condition within 14 working days of receipt. We will issue a full refund on receipt or if you prefer, we will exchange the item for you.

All returns can be sent to:

Silver Australia, 318 North Road, Brighton East, Victoria, 31787, Australia


The item I ordered is faulty

If an item you have received appears to be faulty, please click here to contact us. Quote your order number, name, address, and a contact telephone number. Please also provide details of the problem and we will aim to resolve the issue as soon as possible.


I received the wrong item

If the item you received is not what you originally ordered, please click here to contact customer care. Quote your order number, name and address, along with details of the product and the reason for return, and whether you require a refund or replacement. We will then advise you on how to proceed with the return.


How long will it take to receive my refund?

All refunds are credited back to the same card with which you made the original purchase. Before contacting us please take note of the time required to process a refund: Please allow 1 working day from RECEIPT of a return for us to process a refund. Once your refund has been initiated please allow at least 3 working days for it to show on your account. This time frame is dictated by your card issuer and is outside of our control, but we will process your refund immediately upon receipt of your return.


When will I receive my replacement?

Before contacting us please take note of the time required to process an exchange: Please allow 1 working day from RECEIPT of a return for us to process an exchange. Once the exchange has been processed, please allow up to 3 working days for your item(s) to be delivered to you.

Please note that exchange and refund requests can take up to 5 working days from the date of posting to get ot us at our warehouse.


Part of my order is missing.

If you have received your order and an item is missing, please click here to contact customer care. Quote your order number, the missing item, and any other information relating to the parcel your delivery came in and they will investigate the matter further.


You have refunded me the wrong amount.

It is very rare for refunds to incorrect. However, in the instance you feel you have been refunded the wrong amount, please contact us at orders@silveraustralia.com.au and we will be happy to assist you.


I have sent an item back for an exchange and have been charged again.

Due to our refunds and exchange system it is important to note that you will receive another dispatch note with an exchange order. This is for packing purposes and does not mean you have been charged.

Unless you have been contacted by customer services to request further payment, you will not have been charged again.

 

Can you confirm you have received my return?

If you specifically request us to contact you when we receive your parcel (on your returns form or in a note) we will be happy to do so.

Please note that we usually process a refund or exchange within 1 working day of receipt of your return, so please allow enough time for it to reach us at our warehouse.

If you have returned your items to us more than 7 working days ago, please contact us and we will be happy to assist you.


More General Questions

 

Do you do wholesale?

For wholesale enquiries please contact us at: orders@silveraustralia.com.au and we will be happy to answer any of your questions and provide you with more information.


My email address/password is not recognised.

Maybe you registered with another email address? Did you spell your address correctly? This is often the case when the email address you typed in is not recognised. It may be that you’ve changed your email address or you used your work email when you first ordered. In each case, if you contact us we will be able to assist you.

You may have forgotten your password, in which case you can click the Forgot Your Password on the login page and follow the instructions.