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 nameThai Silk Scarf Company, a division of BuyFactory Direct Pty Ltd
- ABN30 656 628 938
- Australia administrationSuite 307, Norwest Central, 12 Century Circuit, Norwest NSW 2153, Australia
- Emailscarfteam@customersupport.care
Orders over $50 ship free with tracked delivery (a flat $27.50 applies below that). See Refunds & Returns and Shipping for the full details.
Frequently asked questions
How do I get in touch?
Email scarfteam@customersupport.care with your order number if you have one. We answer during Australian business hours.
How quickly do you reply?
Within one business day in almost every case.
Where is my order?
You are emailed a tracking number as soon as the parcel ships. Delivery runs 10 to 12 days from despatch, after a 24 to 48 hour handling time.
Something arrived damaged or wrong. What now?
Tell us straight away with your order number and a photograph. That is a consumer guarantee matter under the Australian Consumer Law, we pay the return postage, and you are entitled to a repair, a replacement or a refund.
Can I change or cancel an order?
An order can be cancelled at any time until it ships. Most ship within 24 hours, so contact us within about 12 hours if you need to change one.
Do you have a phone number?
No. Everything is handled by email so there is a written record of what was agreed, which is better for both of us when a parcel is in transit.
Do you sell wholesale?
Yes. The wholesale page has the details and the enquiry form.
Is my personal information safe?
We collect what is needed to take and deliver an order and nothing else. The privacy policy sets out what is collected, why, and how to ask for a copy or a deletion, under the Privacy Act 1988 and the Australian Privacy Principles.