Sheridan Delivery & Returns
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.
Free shipping is available on all standard delivery orders Australia-wide. Orders are sent using Australia Post from our distribution centre in Victoria. It may take up to 5 business days for delivery in metropolitan areas and up to 8 business days for regional areas. Shipping is currently only available within Australia (from sheridan.com.au).
Express Post delivery is available and orders will be received the next day within the Express Post Network. Details can be found at the Australia Post website or by clicking on this link: http://auspost.com.au/parcels-mail/delivery-areas.html
(orders need to be placed before 10am for next day delivery in metropolitan areas)
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.
How much will postage and packaging cost?
Standard orders are shipped free Australia-wide.
Can I track my order?
Your order confirmation email will provide a tracking number with which you can track the progress of your shipment using this link. We use Australia Post as our courier company.
If there is a problem with my order, who do I contact?
If there is a problem with your order, please email us at firstname.lastname@example.org or call us on 1800 223 376.
How long will it take for my order to arrive?
All parcels are dispatched within 2 - 3 business days from our distribution centre in Truganina, Victoria.
It may take up to 5 business days for delivery in metropolitan areas and up to 8 business days for regional areas. If your order has not arrived within the allotted time, please contact us on 1800 223 376 or email email@example.com
Returns & Refunds
What if I change my mind?
We will accept returns for change of mind provided the return is from an Australian address, is made within 30 days from the date of your receipt of the products and the products have not been used and in original packaging. We will even pick up the charge of the return postage. You can choose one of the following convenient options when returning items to us:
Option 1: Process the return on our website by Signing into your account on our website and clicking on the 'My Returns' link on your Account page.
Option 2: Call our customer service team on 1800 223 376
Sheridan’s new scent collection can be returned to a Sheridan boutique store (not to be returned via the reply paid address) and must be returned sealed in original packaging. For the list of boutique stores click here.
No exchange or refund on any product that has been personalised, unless the product is faulty. We will accept returns for faulty products. Note: Under the Health Act and for hygiene reasons, Bed Toppers, Quilts, Pillows, Pillow Protectors and Mattress Protectors are non-refundable unless faulty.
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. For any enquiries please call our customer service team on 1800 223 376.
What if a product is faulty or incorrectly delivered?
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 the world 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.
What is the process for returns?
For Australian based customers you can create a new return request using our easy online returns system. 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.
Sheridan Customer Service
Reply Paid 86120
31-39 Permas Way
Truganina, Victoria 3029
Or you can register your intention to return by contacting our Customer Service team on firstname.lastname@example.org or 1800 223 376 (between 8.00am and 5.30pm AEST Monday to Friday), who will take you through the process and provide you with a returns authorisation number. This number must be noted on the returns form included in your delivery. You can then return the goods to us by using the Reply Paid address at no cost to you.
Returns of product:
All items should be returned in their original packaging.
What are my options when i return an item bought from the website?
Sheridan provides three return options for faulty or incorrectly delivered products and to Australian customers where our change of mind policy applies.
- 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. 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.
How do I contact the customer service team?
The Customer Service team operates on Monday to Friday (excluding public holidays in Sydney, Australia) from 8.00am until 5.30pm (Australian Eastern Standard/Daylight Savings Time).
The contact phone numbers for our team are:
- Callers from Australia: 1800 223 376
- Callers from New Zealand: 0800 100 137
Or you can also contact us via email