Contact us
Questions about which fabric suits you, your order or your delivery? We are happy to help.
A person on our team answers this, seven days a week, and usually within one business day. If you are choosing between the mulberry silk and the polyester satin, tell us how you do laundry and we will give you a straight answer.
If you are chasing an order, include your order number and the email address you used at checkout, and we can pull it up straight away. You can also check progress yourself on the Track Your Parcel page.
Company information
Full, transparent business details, so you always know exactly who you are buying from.
- Company nameFlair Silk Company, a division of BuyFactory Direct Pty Ltd
- ABN30 656 628 938
- Australia administrationSuite 307, Norwest Central, 12 Century Circuit, Norwest NSW 2153, Australia
- Phone+66 98 391 3877
- Emailtheteam@customersupport.care
Orders over $90 ship free with tracked delivery (a flat $25 applies below that). See Refunds & Returns and Shipping for the full details.
Frequently asked questions
How do I contact you?
Email is the fastest route and it reaches a person, seven days a week. Most emails are answered within one business day.
Is there a phone number?
There is an international call centre number in the footer. Email is faster for anything about an order.
How do I chase an order?
Include your order number and the email address you used at checkout, and we can pull it up straight away. You can also check progress yourself on the Track Your Parcel page.
My tracking has not updated. What now?
Give it one more business day first: scans can lag a day, particularly over a weekend. If it is still stuck after that, email us and we will chase the courier.
My parcel has not arrived at all.
Tell us as soon as you think something is wrong. Items in one order can travel in separate packages, so check whether part of it has landed, then email us with the order number.
Something arrived damaged.
Email us immediately with a photograph. Damaged goods are a consumer guarantee matter under Australian Consumer Law, not a change of mind return, and there is no handling charge.
You sent the wrong item.
Tell us and we will fix it at our cost. That is our mistake rather than a return.
How do I start a return?
Email us within 15 days of purchase with your order number and what you would like to do. We reply with the return address and the steps. Do not send anything back before you have that reply.
Can I change or cancel an order?
Contact us within 12 hours: most orders ship within 24 hours and cannot be stopped after that. A cancellation carries a 12.5 per cent service and processing fee.
Can I add to an order I have already placed?
Sometimes, if it has not been packed. Email quickly and we will tell you either way.
Do you have a physical shop?
No. Orders ship from a warehouse and there is nowhere to visit.
Who is the company behind this site?
Flair Silk Company Australia, a division of BuyFactory Direct Pty Ltd, ABN 30 656 628 938, at Suite 307, Norwest Central, 12 Century Circuit, Norwest NSW 2153.