FAQ
Here's some frequently asked questions.
Still can’t find what you’re looking for? Simply send us a message in the Contact Us page.
We’re here to help 😊
About our products
What materials are Silli products made from?
Our trays are crafted from BPA-free silicone and paired with eco-friendly leather. Durable, soft-touch, and built to last.
Where are Silli Trays designed?
Proudly designed in Sydney, Australia.
Silli Trays were born out of necessity - created to bring order and elegance to everyday spaces while solving the challenges of modern organisation.
Are Silli products safe for kids?
The Base Tray, Inserts, and Surface Mats are lightweight and soft, designed to minimize impact if they fall, reducing the risk of harm to children. However, we understand that some items placed in the tray, such as heavy or glass objects, may pose a risk. For this reason, we recommend keeping the trays out of the reach of children.
Can Silli Trays be used in the kitchen or bathroom?
We recommend using them in dry areas such as the living room, bedroom, hallway, or workstation to maintain their look and longevity.
Is the eco-leather surface mat scratch-resistant?
Our products have been tested and withstand general use well. However, like any material, we don’t recommend intentionally scratching it or using any firm pressure.
What type of tech products fit in the 3 compartments of the Deskmate Insert?
The large compartment easily fits an iPhone 17 Pro Max.
The medium compartment is perfect for a small hard drive or two USB sticks.
The small compartment is designed to fit an AirPods case or similar earphone case.
The three pen holders accommodate standard pens and pencils OR flip it over to reveal another compartment.
What type of everyday items fit in the 3 compartments of the Deskmate Insert?
The large compartment comfortably fits two pairs of glasses.
The medium compartment is perfect for a set of keys.
The small compartment is ideal for spare change/coins or jewellery.
The three pen holders accommodate standard pens and pencils OR flip it over to reveal another compartment ideal for necklaces or lipstick.
Care and Maintenance
How do I clean my Silli products?
Wipe with a clean damp cloth and let air dry. Can use mild detergent or soapy water. Avoid using any harsh chemicals or abrasive materials as it may cause damage to the product.
It is water resistant however not waterproof, therefore, it's not recommended to keep damp or wet for prolonged periods.
See our care videos for more info on how to look after your Silli products.
Is the silicone dishwasher safe?
The silicone tray and inserts are dishwasher safe; however, due to our special oil-based finish, we recommend washing your Silli products by hand with warm, soapy water followed by immediate air drying to maintain its quality and longevity.
See our care videos for more info on how to look after your Silli products.
How can I remove stains?
Depending on the severity of the stain, you can try cleaning it with a mild detergent or soapy water, followed by immediate air drying.
See our care videos for more info on how to look after your Silli products.
Shipping and Delivery
How does shipping and delivery work?
Once your order is packed (usually within 1-2 days), it begins its journey from Silli HQ to your front door. Here are the delivery time frames:
• Free Tracked Shipping: Available for all orders over $100, with an expected delivery time of 2-5 business days.
Once your order is dispatched, you’ll receive a shipping confirmation email, including a tracking number, so you can follow your package every step of the way.
Australia Post handles the delivery. If you’re not home, the driver may leave your package in a safe place or take it to your nearest post office for collection.
A Quick Note About Shipping Timeframes
All shipping timeframes are calculated from the notified dispatch date. If your item has a pre-order date (you’ll see it in brackets next to the product name), that’s the day your order will ship. Your delivery timeframe starts from that date.
While we work closely with Australia Post to ensure timely deliveries, sometimes life happens, and they may not meet the expected timeframe. If that’s the case, your tracking number might show a “delayed” delivery date. Thanks for your patience while your order makes its way to you!
How much do I pay for shipping?
Standard shipping is a flat rate of $9.99 Australia-wide.
Even better — it’s FREE on all orders over $100, no matter where you are in Australia!
Can I track my order online?
Yes. Once your order is packed and with Australia Post, we’ll send you a shipping confirmation email with a handy ‘Track Order’ button. You'll then have live tracking updates.
Do you provide free shipping for bulk orders?
Orders over $100 automatically qualify for free shipping. If you’re planning to place an extra big order, reach out to us via our contact page —you might be eligible for wholesale pricing and special delivery options!
Can I change my delivery address after placing an order?
That depends if your order hasn’t shipped yet. Simply get in contact with us and we'll check it for you.
If your order has already been shipped, no need to panic! You can redirect it yourself using the Australia Post tracking link included in your shipping confirmation email.
Quick reminder: We can only send your order to the address you provide at checkout. If an incorrect address was entered and your package is delivered there, we won’t be able to retrieve it—so double-check those details before completing your order! 😊
Do you ship outside of Australia?
Currently, we only ship domestically within Australia. However, we have plans to expand to a select few international countries, so stay tuned for updates!
Returns Policy
Can I return my order?
We take great pride in the quality of our products, and every item is carefully checked before shipping.
Requests for a return must be made within 30 days of the initial purchase date, be unused and all in its original packaging.
Send an email and photo of the order to orders@silli.com.au to review your request.
Do I have to pay for shipping for returns?
Yes, customers will need to cover the return shipping costs in this situation.
Please note: Not all items are eligible for return and are subject to a review by Silli.
How long does it take for a refund to be processed?
Once we process your refund, you’ll get an email confirmation from us. From there, it may take 2-5 business days for the funds to appear in your account—though this depends on your bank.
If it’s taking longer than expected, we recommend reaching out to your bank or payment provider (like AfterPay). We’re also here if you need help along the way!
Payment
How secure is my payment?
Your privacy and security are our top priorities. We use Shopify Payments, a highly secure and encrypted system designed to protect customers and ensure merchants uphold the highest standards of accountability.
What payment options are available?
Good news! We’ve got you covered with credit cards (Visa, Mastercard, American Express) and debit cards.
Even better news! We also accept AfterPay, PayPal, ShopPay, Google Pay, and Apple Pay!
Happy shopping!
Can I pay in instalments?
Of course you can. AfterPay or PayPal pay in 4 are handy options.
Heads up: These services aren’t run by us, so you’ll need to set up an account with them to get started. It's pretty easy. 😊
Corporate Enquiries
Are custom designs available for corporate gifting?
This option will be available soon.
Our corporate solution will include custom logos on the Surface Mats, making them perfect for gifting to employees, hotels, Airbnbs, shared workspaces and a wide variety of other businesses.
Get in touch with us for more details.
hello@silli.com.au
Do you offer wholesale options?
Yes we do. Get in touch with us to learn more about wholesale pricing, lead times, customisation and other advantages.
hello@silli.com.au
Contact Us
Need to make a change or cancel to your recent order?
We get it—these things happen! Shoot us an email ASAP with the subject line CHANGE or CANCEL order and we’ll do our absolute best to help.
If your order has already been dispatched, no stress—you’ll just need to follow our returns process (see Returns FAQ above).
Still have a question outside of these FAQs?
Simply fill out the form on our Contact Us page or email us directly at hello@silli.com.au.
You should receive a response within 24-48 hours.
How do I provide a review or feedback?
All feedback is good feedback and your voice helps us grow.
We'd also love to see how you’re using your Silli in your everyday lives.
Please leave us a review or send an email to hello@silli.com.au
Where are you located?
Welcome to Silli HQ! We’re based in sunny Sydney, Australia, where every order begins its journey across Australia. To make sure you’re getting top-quality products, we partner with amazing suppliers from all over the globe!
Quick heads up: Silli HQ isn’t a retail store (yet), so we can’t offer order pickups—but don’t worry, we’ll get your goodies delivered straight to you!
