DELIVERY & RETURNS INFORMATION
This policy applies to products purchased from the website sheridan.com.au. All prices on our site are displayed in Australian Dollars (AUD), and will be charged in Australian Dollars. All items on our website and in-store are considered ‘stocked’ unless expressly identified as ‘monogrammed’ instead.
Shipping is currently only available within Australia (from sheridan.com.au).
For health and safety, our delivery drivers will leave your order without requiring a signature or making any contact with you.
DELIVERY COSTS & TIMES
Stocked Items (Excluding Rugs & Furniture)
STANDARD DELIVERY – FREE for signed in members, otherwise $9.95.
Metro: 8 business days.
Regional: up to 11 business days.
Tracking for both standard and express delivery is available through Australian Post using the tracking number in your dispatch email.
Rugs & Furniture
STANDARD DELIVERY – $50 (free shipping on rugs for Members)
Metro: 8 business days.
Regional: up to 11 business days.
Tracking available through Toll using the tracking number in your dispatch email.
Rug samples can be purchased for $25 with FREE shipping. This can be returned (as per our return policy) for a full refund whether or not you wish to purchase the full sized rug.
Maximum Shipping Charge
All shipping is automatically calculated at checkout. Maximum shipping charge for any online order is capped at $150.
OUR RETURNS POLICY
All returns and exchanges require proof of purchase (e.g. a receipt or credit card statement) and any refunds processed will be performed using the original method of payment. Shipping charges are non-refundable with the exception of damaged or defective merchandise.
CHANGE OF MIND
If you change your mind and wish to exchange or refund your goods, we will accept returns provided that: the return is made within 30 days from the date of purchase (extended to 60 days for purchases made from 14 March 2020 to 30 June 2020); the goods have not been used; the goods are returned in their original packaging; and the goods are not excluded goods from the change of mind policy, as set out below.
Free Returns* - Stocked items (Excluding Rugs & Furniture)
Most stocked items (excluding rugs, furniture, hygiene sensitive items) can be returned or exchanged within 30 days from the date of purchase. *Returns are free of charge for members and they were signed in when the order was placed, otherwise $9.95 will be deducted off the refund amount.
Candles, aroma reeds and fragrance can only be returned to a Sheridan boutique store (not to online) and must be returned sealed in original packaging. Please get in touch with our Customer Service Team if you wish to return one of these items.
Note: For health and hygiene reasons, Bed Toppers, Quilts, Pillows, Pillow Protectors and Mattress Protectors are non-returnable unless faulty.
Rugs & Furniture
Rugs and Furniture that have not been made to order, may be returned for change of mind at the customer’s cost or by arranging pick up via customer service where a cost of $50 will be deducted off refund amount.
Please note that rugs must be carefully packaged to be eligible for a change of mind return.
Unless the goods are faulty (see below) we do not offer a return or exchange for change of mind on the following goods: goods that have been personalised.
DAMAGED OR FAULTY GOODS
We will accept returns for all faulty goods. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
In either case, goods must be returned via their channel of purchase. If purchased in store the goods must be returned to store, if purchased online goods must be returned via the online process. Any bulky item require carrier collection.
Click and Collect orders purchased using a credit card can be refunded or exchanged online or in-store. Click and Collect orders purchased using PayPal or Afterpay can be refunded only online or exchanged online or in-store.
Faulty or Incorrect Deliveries
At Sheridan, we take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, we would like to help you resolve the problem. Returns will be accepted for products purchased online and delivered anywhere in Australia if they are faulty or the products delivered do not match your order. You will need to provide proof of purchase (which may include the invoice, credit card statement or other payment statement) at the time of making the return.
Stocked items (Excluding Rugs & Furniture)
Get your return back to us in two easy steps!
Request A Return And Generate A Returns Authorisation Number.
Australian based customers can create a return request using our easy online returns system via the button below. All you need is your order number and email address with which you placed the order, which can be found in your order confirmation email.
Alternatively, you can register your intention to return by contacting our Customer Service team via email, phone 1800 223 376 (free call Australia) or live chat between Mon - Fri: 9am – 4pm; AEST, who will take you through the process and provide you with a Returns Authorisation Number.
Wrap Your Return And Send It Back To Us.
You can do this in one of two ways:
1. Write your return authorisation number on the pre-paid returns label provided with your order and stick it on the outside of your return package. You can track your return using the Australia Post article ID on the label via the Australia Post website.
2. If you don’t have a pre-paid returns label, print the returns receipt and insert it in your wrapped package and address the parcel to:
Sheridan Customer Service
Reply Paid 86120
31-39 Permas Way
Truganina, Victoria 3029
Note: only returns with an Australia Post article ID can be tracked.
Once you have packaged your return, simply drop it off at any Australian Post shop or into any Australian Post Box. We will give you an update once we have received your items in approx. 3-5 business days.
For all other change of mind or faulty returns
For items that are too large, made or order or faulty, please get in touch with our Customer Service Team via email, phone 1800 223 376 (free call Australia) or live chat between Mon - Fri: 9am – 4pm; AEST.
How will I be refunded when I return an online order?
Sheridan provides the following return options for faulty, incorrectly delivered products and to Australian customers where our change of mind policy applies:
- Exchange for an alternative size / colour (subject to stock availability)
- Store Credit to your Sheridan online account
- Refund to your account (e.g. credit card, PayPal etc.)
On occasion, your requested replacement item may have sold out by the time your product is posted and received by Sheridan. If your replacement is not available, your online account or account with which you paid (e.g. credit card, PayPal) will be refunded.
How Long Will It Take To Get A Refund?
Once your goods have been received by Sheridan, please allow up to 30 days for your credit to be processed back to your account (extended to 60 days for purchases made from 14 March 2020 to 30 June 2020). You will receive an email confirming the credit and you may then log in and select to receive the funds as a store credit or a refund. Your receipt of your refund will depend on the period of time it takes your financial institution to finalise the refund.
What Will Happen If I Return An Item Purchased With A Gift Voucher?
Any product purchased with a Gift Voucher that is found to be faulty or incorrectly delivered, or falling within our change of mind policy (for Australian customers only) and is returned for an exchange or refund, any money refunded will be credited to the original Gift Voucher.
Who Gets The Refund If I Return A Gift?
The refund on a correctly returned item that was given as a gift will be credited to the original card or account used to purchase the gift.
If you have any questions please get in touch with our Customer Service Team via email, phone or live chat between Mon - Fr: 9am – 4pm; AEST (excluding public holidays in Melbourne, Australia).
Australia: 1800 223 376
New Zealand: 0800 936 226.