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 ‘made to order’ or ‘personalized’ instead.

Shipping is currently only available within Australia (from sheridan.com.au).

A signature will be required on delivery, so please make sure that you provide a delivery address where someone will be available to receive your goods. If no one is available to sign for the goods, the parcel will be delivered to your local post office for pick up.

DELIVERY COSTS & TIMES


Stocked Items (Excluding Rugs & Stocked Furniture)

DISPATCH TIME: 2-3 business days. Please allow an additional 7-10 business days for personalised orders.

STANDARD DELIVERY – FREE
Metro: 5 business days.
Regional: up to 8 business days.

EXPRESS DELIVERY – $20
Metro: Next business day delivery for orders dispatched before 10am.
Regional: 1-2 business days as per Australia Post website.

Tracking for both standard and express delivery is available through Australian Post using the tracking number in your dispatch email.


Rugs & Stocked Furniture

DISPATCH TIME: 2-3 business days.

STANDARD DELIVERY – $50
Metro: 5 business days.
Regional: up to 8 business days.
Tracking available through Australian Post using the tracking number in your dispatch email.

RUG SAMPLES
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.


Made To Order Furniture

DISPATCH TIME: 6-8 weeks.
STANDARD DELIVERY – $50 - $150 (calculated at checkout).

Production on Made to Order furniture starts immediately and takes between 6-8 weeks to dispatch. Once your item is ready, our Customer Service team will contact you to arrange a courier delivery time at your convenience.

FABRIC SAMPLES
Fabric samples are FREE but will incur a $5 shipping fee unless purchased with other items.


Made To Order Wallpaper

DISPATCH TIME: 2-3 weeks.
STANDARD DELIVERY – FREE
Tracking available through Australian Post using the tracking number in your dispatch email.

Each wallpaper order is produced individually and may vary between each batch so please ensure you order accurately. Sheridan will not be responsible for overage or shortage based on calculations using our wallpaper calculators.

WALLPAPER SAMPLES
Wallpaper samples are FREE but will incur a $5 shipping fee unless purchased with other items.


Maximum Shipping Charge

All shipping is automatically calculated at checkout. Maximum shipping charge for any online order is capped at $150.


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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; 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 & Stocked Furniture)

Most stocked items (excluding rugs, stocked furniture, hygiene sensitive items) can be returned or exchanged within 30 days from the date of purchase free of charge.

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: Under the Health Act and for hygiene reasons, Bed Toppers, Quilts, Pillows, Pillow Protectors and Mattress Protectors are non-refundable unless faulty.


Rugs & Stocked 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.


Made to order & personalised items

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; goods made to order (including furniture and wallpaper).

Note: Each wallpaper order is produced individually and may vary between each batch so please ensure you order accurately. Sheridan will not be responsible for overage or shortage based on calculations using our wallpaper calculators.


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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.


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RETURNS PROCESS


Stocked items (Excluding Rugs & Furniture)

Get your return back to us in two easy steps!


STEP 1:
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.

Request Return

Alternatively, you can register your intention to return by contacting our Customer Service team via email contactus@sheridan.com.au, phone 1800 223 376 (free call Australia) or live chat between Mon - Fri: 8:00am – 5.30pm; AEST, who will take you through the process and provide you with a Returns Authorisation Number.

STEP 2:
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
Online Returns
Reply Paid 86120
Distribution Centre
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 contactus@sheridan.com.au, phone 1800 223 376 (free call Australia) or live chat between Mon - Fri: 8:00am – 5.30pm; AEST.


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RETURNS FAQ

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:

  1. Exchange for an alternative size / colour (subject to stock availability)
  2. Store Credit to your Sheridan online account
  3. 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. 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.


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CONTACT US

If you have any questions please get in touch with our Customer Service Team via email at contactus@sheridan.com.au, phone or live chat between Mon - Fr: 8:00am – 5.30pm; AEST (excluding public holidays in Sydney, Australia).

FREE CALL:
Australia: 1800 223 376
New Zealand: 0800 100 137.

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