- 1. I only received part of my order, where is the rest of it?
Orders can be shipped in more than one parcel and can sometimes be split up by Australia Post during the transit process. The tracking number provided in your shipment notification email can hold up to 10 parcels – if you track this number it will show you if there are any parcels still in transit or awaiting shipment. Please track via www.auspost.com.au/track
- 2. How do I return or exchange items?
For most products purchased online and delivered within Australia, we will accept returns for change of mind within 30 days from date of receipt, or if faulty. Return shipping is free of charge for members or $9.95 for all other customers, deducted from the final refunded price. For change of mind returns, items must be unused with tags still attached.
More information on returns & exchanges here
- 3. How do I use a Sheridan gift card or promo code?
You have to be logged in to a Sheridan Online account when using promo code or voucher, so please make sure you have signed in or registered before using it.
Enter the code in the Promo Code box when viewing your ‘Shopping Cart’, and then click ADD. The voucher amount will be discounted off your total order amount. Please note that only one promo code may be applied to an order at a time.
- 4. I'm a Sheridan Member but I cannot sign in online?
An Online Account is separate from your Membership. If you have previously signed up in store, simply register Online with the same email address to connect your Online Account.
Registering online only takes a minute, please follow the link below to create your online account.
- 5. I didn't receive my Birthday Gift Card / I got my Birthday Gift Card on the wrong day
All Sheridan Members who are subscribed with a valid email address and have provided their birthday are eligible to receive a Birthday Gift Card.
Your Birthday Gift Card will be emailed to you a few days before your nominated birthday and will be able to be used online or in store.
Common Troubleshooting Steps:
Are you subscribed?
Log In and view your Preferences - make sure the radio button is "subscribed". If not, simply select "Subscribed" and hit 'save'.
Have you provided a valid email address and birthday?
Log In and view your Account Information. Check if your email address is correct and add your birthday if needed and hit 'save'. Please note: Members can only receive one Birthday Gift Card in a calendar year. If a birthday is changed to a later date after receiving a Birthday Gift Card, the next Birthday Gift Card will be issued the following year.
Check your spam:
If your email address and birthday are correct, please also double check your Spam and add us to your safe senders list.
Note: If you signed up in store and do not have an online account, please Create an Account using the same address you signed up with in store in order to complete troubleshooting steps.
If you are still experiencing issues, please contact us using the form below.
- 6. Can I add items, change or cancel my order once I've submitted it?
Unfortunately, once your order is placed, you can no longer add items, change or cancel your order. Our warehouse begins to prepare your order almost immediately after it is placed. This timeframe makes it difficult for us to change or cancel your order; however, we'll do our very best to support your request.
To add items, you should place another order; our standard delivery for Sheridan.com.au is free Australia wide and $9.95 for orders for under $150 for sheridanoutlet.com.au
We will be able to cancel your order or change a product colour if it wasn’t prepared for dispatch yet. Please, contact our customer service immediately using a Contact Us form or call 1800 223 376, Mon-Fri 8:00am – 5:30pm AEST and we will do our best to assist you.
Note: our customer service can change a product colour only; it cannot change a product or a size.