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 over $150 have the option to be beautifully packaged with a box, tissue paper and a sticker, no invoice included so they are ready to gift. Please select the luxury option at checkout, alternatively if your order is under $150, you can purchase a gift box here. 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 instalment plans for online shoppers, allowing a purchase to be paid for in four equal instalments, due every fortnight, interest free.   

Australian customers can 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.

Are you a size 16, 18, 20 or 22?

We apologise for the limited sizing of many sale styles. When we launched Silent Arrow, we were working with a manufacturer that would only do large quantities of a limited size range. This is not representative of our mission of inclusivity and using recycled materials. Since then, we have worked hard to change this fact and we're proud to say that our newest range is not only size diverse but all our bras from this new range are made from recycled microfibre!

This sale is to clear old styles that don't represent the size diversity and inclusivity of our current range, to give us space to create new styles which better fit within our mission. We do not love the mindset that constant sales encourage, it feels wasteful. Producing just enough is a focus for us on all new ranges. 

For our sisters who are size 16, 18, 20 or 22, we’re sorry that we do not have as many sale styles in your size xx

SHIPPING

How much does delivery cost?

AUSTRALIAN ORDERS
Flat Rate Regular $10 (for orders under $150)
FREE Regular Shipping over $150! Yay!

Flat Rate Express is $15

INTERNATIONAL
Flat Rate $20

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

What will my items ship in?

Orders over $150 have the option to be packaged in our eco-friendly branded organic cotton drawstring bag, or beautifully packaged in a luxury gift box, with tissue paper, ribbon and a handwritten note. Orders under $150 will automatically be sent with our eco option. If you would like a luxury gift box, you can add one to your order here. Everything is then shipped in 100% plastic free (made from corn starch), home-compostable postage satchels. 

 

When will my order arrive?

We love our True Rad customers and want you to enjoy your new lingerie as soon as possible! We process Australian Regular Shipping orders Tuesday-Saturday, and aim to have your weekday orders shipped on the next business day, orders received on Saturday shipped on Monday and orders received on Sunday shipped on Tuesday. However, we’re a small team so please allow an additional three business days during sale and holiday periods.

Express shipping orders received before 2pm will be shipped same day (or next business day for weekend orders) and have expected next business day delivery within the Express Post Delivery Network.

Please see below for international shipping details.

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 $20 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. 
Please allow an additional 3 business days during sale and holiday periods.

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 or store credit.

  • We know life gets busy, so full priced items can be returned within 30 days of receiving for a refund or store credit.
  • Sale items may be returned within 14 days of receiving for a refund or store credit.
  • If you would like to exchange, please return the original item for a refund or store credit and make a new purchase for the item you would like to swap for.
  • Items must be in original condition with swing tags attached, unworn/unwashed and unstained. Trying on is fine!
  • 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 can 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: Please retain proof of postage, unfortunately we cannot process a return without receiving the item.

 

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?

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

SILENT ARROW
178 Carlisle St, St Kilda, VIC 3182, Australia

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

SILENT ARROW
178 Carlisle St, St Kilda, VIC 3182, Australia

We will follow up and confirm when processed.

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