FAQs, Shipping & Returns

FAQs

How do I care for my items?

Please refer to the garment details on each individual product page or on the care label attached to each garment.

Is it ok to wear microfibre briefs health wise?
All of our knickers have a cotton gusset for health reasons.

Can you gift wrap?
All Silent Arrow orders arrive beautifully packaged with a box, tissue paper and a sticker, no invoice included so they are ready to gift. Please let us know if it is a gift so we don’t accidentally write a note to you! If you have a short message you would like us to add, you can add it at the checkout.

I just placed my order.  Can I add another item to it?
Of course! We don’t want you paying extra shipping. We pack pretty quickly! So if you would like to add to your order , please contact us as quickly as possible at hey@wearesilentarrow.com and we will try our best to make it happen.

Can I cancel or change my order?
Yes you can, but it must be prior to us posting it, so if you need to cancel please be quick!

If you have made an error in your delivery address or details, please contact us via email hey@wearesilentarrow.com, so we can help.

What is the purchase price currency?
All product prices indicated and payments made on this site are in Australian Dollar (AUD$). You can adjust the currency on the top right hand corner of the website to the following options:  AUD, USD, GBP. EURO for a guide on what the conversion will be once your order is processed.

What is afterpay?
Afterpay is a third party service separate from silent arrow who offer simple installment plans for online shoppers, allowing a purchase to be paid for in four equal installments, due every fortnight, interest free.   

Simply choose afterpay as your payment method at checkout. First-time customers provide payment details as usual, returning customers simply log in to make their purchase. After you check out, the goods will be shipped to you by silent arrow. At any time, you can log in to your afterpay account to see your payment schedule and make a payment before the due date. Otherwise we will automatically deduct the instalments from your debit or credit card every fortnight. Please refer to www.afterpay.com.au for further information.

How do I use a gift voucher?
You’ve been given a Silent Arrow gift voucher? Rad! Nice friend. Just make your selections and put your code in at the checkout.

SHIPPING

How much does delivery cost?

AUSTRALIAN ORDERS
Flat rate $10 (For orders under $100)
FREE Express shipping over $100! Yay

INTERNATIONAL
Flat rate $15

For more information on our shipping policy, refer to “Delivery of Goods” in our Terms and Conditions.

When will my order arrive?
We love our True Rad customers! Orders received prior to 3pm are processed within the same business day and should arrive to Australian residents in 1-6 business day. If you order on the weekend, we will post your order on Monday.

How can I track my Australian order?
When your order has been shipped you will receive a confirmation email containing the tracking number from Australia Post.

Do you ship internationally?
Yes, we ship worldwide, all of our international orders are shipped via DHL Global mail for a flat rate of just $15 AUD. Yay.
DHL orders can take between 9 – 14 working days, we will track your order from here, and let you know if there is any delivery issues.

Will I have to pay international taxes and duties?
Your order might be subject to duties in your country, we do not add on any duties.

What if I’m not home when my delivery arrives?
Yeah this sucks. I use my work address, see if that is an option.

Australia – If you are not home, Australia Post will leave a card telling you which Australia Post branch to pick up from.

For international orders – if no card is left, please contact DHL as all international orders must be signed for upon delivery.

EXCHANGE OR REFUND

What is your returns policy?
We understand it can be tricky to buy underwear online and we want to make it as stress free as possible. We will happily offer all non-knicker purchases* a refund, exchange or store credit for non-sale items. 

  • We know life gets busy, so items can be returned within 30 days of receiving for a refund, exchange or 110% store credit.
  • Items must be in original condition with swing tags attached, unworn/unwashed and unstained. Trying on is fine!
  • We offer FREE returns Australia-wide: postage is on us! Unfortunately international babes will be required to cover the cost of their return.
  • Please return items in a postal bag (keep your gift box), we encourage all customers to reuse the bag they received their order in.
  • *We do not accept returns on knickers for hygienic reasons. Swimwear can be returned with the hygiene sticker on the garment. Bodysuits can also be returned, please try on with underwear.
  • All returns will be processed within 5 business days.
  • IMPORTANT: If you’re exchanging please be aware we’re a small business and sell out of sizes quickly. If your size is low we recommend you buy it and send the unwanted item for a refund.

Help! I’ve received an incorrect or faulty item!
No stress! If you’ve received a faulty or incorrect item, please email us at hey@wearesilentarrow.com. Include your name, order number and a clear image of the faulty item. We’ll sort it out quickly and easily!

I’m ready to return my item, what should I do?
For Australian orders jump onto parcelpoint.com.au/silentarrow and book your free return, choosing from over 1500 drop-off points. If you’re international, please make sure to arrange and cover the cost of your return.

AUSTRALIA
Simply fill out this form, include it in your parcel and book your return at: parcelpoint.com.au/silentarrow

INTERNATIONAL
Simply fill out this form, include it in your return parcel and post to:

SILENT ARROW
RETURNS
1/220 Glenferrie Rd, Malvern, VIC 3144, Australia

We will follow up and confirm when processed.

For more information on our returns policy, please refer to our Terms and Conditions.