Sheridan Outlet Delivery & Returns
Sheridan Outlet Delivery & Returns
This policy applies to products purchased from the website sheridanoutlet.com.au. All prices on our site are displayed in Australian Dollars (AUD), and will be charged in Australian Dollars.
Shipping is $9.95 for standard delivery Australia-wide and free standard shipping is available for all signed in Members on orders over $150. Orders are dispatched within 2 - 5 days from our distribution centre in Victoria and sent using Australia Post. 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 sheridanoutlet.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.
How much will postage and packaging cost?
Standard orders is $9.95 Australia-wide and free shipping for all signed in Members on orders over $150.
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 or call us on 1800 960 266.
How long will it take for my order to arrive?
All parcels are sent 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 via phone 1800 960 266 or email.
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. Note: Under the Health Act and for hygiene reasons, Bed Toppers, Quilts, Pillows, Pillow Protectors and Mattress Protectors are non-refundable unless faulty.*Returns are free of charge for members otherwise $9.95 will be deducted off the refund amount.. 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 960 266
Sheridan Outlet’s scent collection can be returned to a Sheridan outlet store (not to be returned via the reply paid address) and must be returned sealed in original packaging. For the list of outlet stores click here.
For products delivered to addresses outside Australia, we do not currently accept returns for change of mind.
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 960 266.
What if a product is faulty or incorrectly delivered?
At Sheridan Outlet, 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 SServicesAU@hanes.com or 1800 960 266 (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 eParcel at no cost to you. You are able to track your return using the Australia Post article ID on your return form.
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
- Full 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 Outlet, 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.
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 8.30am until 5.30pm (Australian Eastern Standard/Daylight Savings Time).
The contact phone numbers for our team are:
- Callers from Australia: 1800 960 266
Or you can also contact us via email.