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  • Phone: 1800 960 266

SHERIDAN OUTLET DELIVER & RETURNS INFORMATION

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 currently only available within Australia and New Zealand (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.

DELIVERY COSTS & TIMES

AUSTRALIAN ORDERS

DISPATCH TIME: 2-3 business days.
STANDARD DELIVERY – FREE for signed in members on orders over $150, otherwise $9.95.
Metro: 5 business days after dispatch.
Regional: up to 8 business days after dispatch.

EXPRESS DELIVERY – $20
Metro: Next business day delivery for orders dispatched before 10am.
Regional: 1-2 business days as per the Australia Post website.
Tracking for both standard and express delivery is available through Australian Post using the tracking number in your dispatch email.


NEW ZEALAND ORDERS

DISPATCH TIME: 2-3 business days.
STANDARD DELIVERY – FREE for signed in members on orders over $150, otherwise $19.95.
Delivery: Up to 14 business days after dispatch. Tracking is available by using the tracking number in your dispatch email.

NEW ZEALAND TAXES AND FEES

Your order will be charged in Australian (AUD) dollars but will exclude Australian GST (Goods and Services Tax). Because duty and GST varies by order for New Zealand, orders may be subject to local customs charges.

We cannot mark New Zealand orders as a gift as a way of bypassing or reducing customs fees. Any customs, import duties and associated fees are the responsibility of the recipient and are charged once the parcel reaches New Zealand. If goods are above the threshold and customs entry is required, our logistics partner will charge an additional admin handling fee for customs clearance.

For more information about New Zealand's custom policies, please contact the New Zealand Customs Service. To estimate any potential charges, you can use New Zealand Customs Service Duty calculator. Please note this is an estimate only and Sheridan Outlet is not responsible for any discrepancies.


OTHER INTERNATIONAL ORDERS

Shipping is currently only available within Australia and New Zealand

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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.

Goods must be returned via their channel of purchase: If purchased in store the goods must be returned to a Sheridan Outlet Store, if purchased online goods must be returned via the online process noted below. Any bulky items might 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.


CHANGE OF MIND - Free Returns* - Australia & New Zealand

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. Most items (excluding hygiene sensitive items) can be returned or exchanged within 30 days from the date of purchase.

*Returns are free of charge for Members where their order was over $150 and they were signed in when the order was placed. For all other orders $9.95 will be deducted off the refund amount.

Candles, aroma reeds and fragrance can only be returned to a Sheridan Outlet 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 hygiene reasons, Bed Toppers, Quilts, Pillows, Pillow Protectors and Mattress Protectors are non-returnable unless faulty.


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 or the New Zealand Consumer Guarantees Act. 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.


FAULTY OR INCORRECT DELIVERIES

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 Australia or New Zealand 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

AUSTRALIAN RETURNS

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, 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.


NEW ZEALAND & FAULTY RETURNS

For returns and faulty items from New Zealand, please get in touch with our Customer Service Team via email, phone or live chat between Mon - Fr: 8:00am – 5.30pm; AEST (excluding public holidays in Melbourne, Australia).

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

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RETURNS FAQ

How will I be refunded when I return an online order?

Sheridan Outlet provides the following return options for faulty, incorrectly delivered products and to Australian / New Zealand 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 Outlet. 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.


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, phone or live chat between Mon - Fr: 8:00am – 5.30pm; AEST (excluding public holidays in Melbourne, Australia).

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

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