Frequently Asked Questions (FAQ's)
1. How long is the shipping?
A. Expect your items to arrive within 7-14 business days from the date of dispatch. For your peace of mind, all orders include tracking, through Aus Post. If your parcel hasn't arrived after 14 business days, please don’t hesitate to reach out via email silibubs@gmail.com or through our Instagram account @silibubs.au or Facebook account @silibubs.
2. How long does your order processing take?
A. Generally your order will be processed within 2-7 business days. Just a reminder mind that each order is made to order, we custom-make each item in-house.
3. My Parcels Damaged In Transit
A. We understand that sometimes things don't go as smoothly as we'd like. If your parcel from Silibubs has taken a bit of a beating during its journey, don't worry, we've got your back!
Here's what to do if you find your parcel in a less-than-perfect condition:
If the Parcel is Damaged Upon Delivery:
- If possible, reject the parcel from the courier. We want you to receive your order in it's original state!
- Grab your trusty camera (or phone) and snap some photos of the damaged product/s. We'll need some evidence to help resolve the issue.
- Now, it's time to reach out to our amazing customer service team. Send an email to silibubs@gmail.com and let them know what's happened.
If the Parcel is Delivered Without You Being Present:
- Uh-oh, it seems like your parcel had a little adventure without you. Don't worry, we'll still sort things out!
- Grab your camera (or phone) once again and snap some photos of the damaged product/s. We'll need those to assess the situation.
- Now, it's time to contact our customer service team. Send an email to silibubs@gmail.com and let them know what's happened.
Our customer service team will work their magic to resolve the issue and make things right for you. We're here to ensure that you have a smooth and enjoyable shopping experience with Silibubs.
So, don't stress about those bumps in the road. We've got your back, and we'll make sure your order arrives in perfect condition!
4. Damages or Broken Items
A. We totally get it, sometimes accidents happen and things get a little rough. But unfortunately, when it comes to items that have been damaged after you've received them, we're unable to offer refunds or replacements. It's like starting from scratch and making a whole new purchase.
Now, we know what you're thinking. "But what if I dropped it? Or threw it? Or maybe I used some crazy cleaning product on it?" Trust us, we've heard it all. While we appreciate your creativity, these kinds of damages fall outside of our refund and replacement policy.
We totally understand that accidents can be frustrating, but we hope you understand that we have to draw the line somewhere. So if you find yourself in a situation where your item is damaged, you'll need to put in another order and treat it like a brand new purchase.
But hey, accidents happen to the best of us! We're here to help you find a new favourite item and get back on track. If you have any questions or need assistance with placing a new order, feel free to reach out to us at silibubs@gmail.com or message us on Instagram @silibubs.au or our Facebook account @silibubs.
Thanks for understanding, and happy shopping!
5.What happens if I receive the wrong item?
A. For any errors on our end, we're happy to make it right and have the correct product sent out to you as soon as possible. please don’t hesitate to reach out via email silibubs@gmail.com or through our Instagram account @silibubs.au or Facebook account @silibubs.
If there’s an issue with your order, due to an error on our end such as a wrong colour, or defective then simply notify us, once assessed & approved we will either give you a full refund or we can process the correct order for you.
6. Do you offer exchanges?
A. We do not offer exchanges. However, if any issues with the product e.g. defects or wrong items are sent, please reach out via email silibubs@gmail.com or through our Instagram account @silibubs.au or Facebook account @silibubs and we will make it right.
7. Where do you ship from?
A. Our products are hand-crafted & is shipped from Belmore, Sydney Australia.
8. Where do you ship to?
A. We are currently shipping to Australia, however, we have a plan to expand to more countries in the near future.
9. Is there tracking available?
A. Yes, Tracking is available on all orders. A tracking number is sent to customers automatically once the order has been dispatched (out for delivery) via SMS or email.
'Track Your Order' is made available for convenience on our main menu & in the footer menu. Once you have received your order number simply track your order status by 'copy & paste' in the available feature.
If you are unable to find a tracking number please reach out to us t via email silibubs@gmail.com or through our Instagram account @silibubs.au or Facebook account @silibubs. We will be more than happy to provide you with the necessary tracking information.
10. Rush Orders
A. We understand that sometimes you need your items in a hurry. That's why we offer a Rush Order option to help you get your order as quickly as possible. However, we want to make sure that you are aware of a few important details regarding this service.
While we strive to accommodate all requests, we reserve the right to charge a fee for Rush Orders or even refuse the option altogether. This may be due to various factors, including stock availability, order volume, or other logistical considerations. Our goal is to ensure that we can fulfil your order to the best of our ability while maintaining the quality and service you expect from us.
If you have any questions or concerns about our Rush Order option, please don't hesitate to reach out.
11. How do i clean Acrylic & wooden products
A.First and foremost, when it comes to cleaning your acrylic & wooden components, we recommend using warm soapy water with a microfibre towel, squeeze any excess water out before gently wiping the surface. This gentle approach will help keep your items looking fresh without causing any damage. Avoid heavy or rough pressure while wiping as this will cause scratch marks.
Remember, while acrylic is a durable material, it can develop scratch marks over time due to regular handling. This is a natural part of wear and tear, so don’t be alarmed if you notice them. An acrylic polish can help reduce the appearance of light scratch marks which you can find at your local bunnings.
It’s important to avoid using baby wipes on your acrylic products. While they may seem convenient, they can actually harm the shine and finish of the material. Instead, stick to the warm soapy water method for cleaning.
Additionally, we strongly advise against dropping, throwing, or being rough with your SiliBubs products. Such actions can lead to scratches, dents, chips, or even breakages. We want you to enjoy your products for as long as possible, so treating them with care is essential.
When it comes to cleaning agents, please be cautious. Avoid using chemicals like acetone, thinners, alcohol, or any similar substances, as these can damage the materials used in our products. Keeping your items safe from harsh chemicals will help preserve their integrity and appearance.
Lastly, please note that SiliBubs cannot be held responsible for any damages that occur due to mishandling or improper care. We encourage you to follow these guidelines to ensure your SiliBubs products remain in the best possible condition.
Thank you for choosing SiliBubs! We hope these care instructions help you enjoy your products.
12. Are your Cake Toppers safe to use on food?
A. Yes!
Experience the difference of clean and safe cake toppers.
We take extra care to ensure that our cake toppers are not only beautiful but also clean and safe for your special occasion.
Before each cake topper leaves our production facility, it undergoes a thorough cleaning process. We meticulously wipe over each topper with a food-safe sanitiser, ensuring that no residue is left behind from our production and handling. This attention to detail guarantees that our cake toppers are suitable for any cake or food product display.
We believe that cleanliness is of utmost importance when it comes to food-related items. That's why we go the extra mile to ensure that our cake toppers meet the highest standards of hygiene. You can trust that our toppers are free from any contaminants, allowing you to confidently showcase them on your cakes.
Shop our collection today and make your cake a masterpiece!
If you have any questions, please email us at silibubs@gmail.com or through our Instagram account @silibubs.au or our Facebook account @silibubs. We're here to assist you!