Returns Policy
The below table details the online return conditions surrounding payment methods. All returns 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.
| Credit Card or Visa Checkout | PayPal | Buy Now Pay Later | Gift Card | |
| Instore Refund | ✓ with your proof of purchase and credit card | ✗ Not available | ✓ with your proof of purchase | ✗ Not available |
| Store credit / Gift Card | ✓ with your proof of purchase | ✓ with your proof of purchase | ✗ Not available | ✓ with your proof of purchase |
| Online refund | ✓ using our online returns system | ✓ using our online returns system | ✓ using our online returns system | ✗ Not available |
| Online store credit | ✓ using our online returns system | ✓ using our online returns system | ✓ using our online returns system | ✓ using our online returns system |
How long do I have to make a return?
Most stocked items (excluding hygiene sensitive items) can be returned within 30 days from the date of purchase.
Can I return an item for a change of mind?
If you change your mind and wish to 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 do not include the below, unless faulty:
- Personalised items
- For health and hygiene reasons, Bed Toppers, Quilts, Blankets, Pillows, Pillow Protectors and Mattress Protectors
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. Gift cards are also not refundable for change of mind.
Where can I make a return?
Goods purchased online can be returned through either the online process or in-store, with returns not dependant on their channel of purchase.
Goods purchased in-store must be returned in-store.
To process a return online, please click here using your order number and email address.
To process a return in store, please click here to check your eligibility.
Products purchased from sheridanoutlet.com.au cannot be returned to our Sheridan Outlet New Zealand stores, Sheridan branded boutique stores or other third party retailers who sell Sheridan branded products.
ONLINE RETURNS PROCESS
AUSTRALIAN ONLINE RETURNS
Get your Australian 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 the email address with which you placed the order, which can be found in your order confirmation email.
NEW ZEALAND ONLINE RETURNS
Get your New Zealand return back to us in two easy steps!
STEP 1: Request a Returns Authorisation Number by contacting our Customer Service team via email, phone 0800 936 226 (free call New Zealand) or live chat.
STEP 2:
Wrap Your Return And Send It Back To Us.
Please address the parcel to:
Sheridan Online Returns
RA Number (this will be provided by customer service)
9A Mahunga Drive
Mangere Bridge
Auckland 2022
Once you have packaged your return, simply call Post Haste on 0800 106 828 and quote Account Number 17 38 688 to arrange pickup for your return.
Can I cancel, or change my online order?
Unfortunately we are unable to amend order details or make changes to delivery or payment methods, once your order has been placed and payment has been captured.
We can attempt to cancel your order, however this can only be done within 30 minutes of your order being submitted.
What happens if an item I purchased is faulty/incorrect?
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.
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.
What if I purchased with another retailer/concession/wholesaler?
Unfortunately we are only able to return goods purchased through our direct stores.
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:
- Store 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 Outlet. If your replacement is not available, your online account or account with which you paid (e.g. credit card, PayPal) will be refunded or a Gift Card will be issued.
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 Card that is faulty or incorrectly delivered, or falls within our change of mind policy (for Australian customers only) can be returned for a refund. Any money refunded will be credited to your online account or issued as a new Gift Card instore.
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. It cannot be given to the gift recipient.
To obtain a refund instore, you must present the shipping confirmation email and the credit card use to pay for the gift. To obtain a refund online, you will need the order number.
Where is my order?
Enter your order number and the delivery postcode below to check the status of your order.
Have a question that isn't answered above?
If you have any further questions please get in touch with our Customer Service Team via email, phone or live chat between Mon - Fr: 9am – 4pm; AEST (excluding public holidays in Melbourne, Australia).
FREE CALL:
Australia: 1800 223 376
New Zealand: 0800 936 226.
The below table details the in store return conditions surrounding payment methods. All returns 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.
| Credit Card or Visa Checkout | PayPal | Buy Now Pay Later | Gift Card | |
| Instore Refund | ✓ with your proof of purchase and credit card | ✗ Not available | ✓ with your proof of purchase | ✗ Not available |
| Store credit / Gift Card | ✓ with your proof of purchase | ✓ with your proof of purchase | ✗ Not available | ✓ with your proof of purchase |
In store returns
Items bought via Sheridan.com.au can be returned to any Sheridan Boutique Store or through our online returns system.
Items bought via Sheridanoutlet.com.au can be returned to any Sheridan Outlet Store or through our online returns system.
However any goods purchased via Sheridan.com.au or Sheridanoutlet.com.au cannot be returned to a third party retailer that stocks Sheridan products.
Products purchased from sheridanoutlet.com.au cannot be returned to our Sheridan Outlet New Zealand stores, Sheridan branded boutique stores or other third party retailers who sell Sheridan branded products.
Where can I make a return?
Goods purchased online or in-store can be returned through either the online process or in-store, with returns not dependant on their channel of purchase.
To process a return online, please click here using your order number and email address.
To process a return in store, please click here to check your eligibility.
How long do I have to make a return?
Most stocked items (excluding hygiene sensitive items) can be returned within 30 days from the date of purchase.
Can I return an item for a change of mind?
If you change your mind and wish to 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 do not include the below, unless faulty:
- Personalised items
- For health and hygiene reasons, Bed Toppers, Quilts, Pillows, Pillow Protectors and Mattress Protectors
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. Gift cards are also not refundable for change of mind.
I bought an item in store but have thrown away my receipt and/or tags. What can I do?
Unfortunately our stores require both receipt and tags to process a return for refund. Bank statements will not suffice as valid proof of purchase in this situation.
What happens if an item I purchased is faulty/incorrect?
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.
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.
What if I purchased with another retailer/concession/wholesaler?
Unfortunately we are only able to return goods purchased through our direct stores.
Where is my order?
Enter your order number and the delivery postcode below to check the status of your order.
Have a question that isn't answered above?
If you have any further questions please get in touch with our Customer Service Team via email, phone or live chat between Mon - Fr: 9am – 4pm; AEST (excluding public holidays in Melbourne, Australia).
FREE CALL:
Australia: 1800 223 376
New Zealand: 0800 936 226.
The below table details the online return conditions surrounding payment methods. All returns 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.
| Credit Card or Visa Checkout | PayPal | Buy Now Pay Later | Gift Card | |
| Online refund | ✓ using our online returns system | ✓ using our online returns system | ✓ using our online returns system | ✗ Not available |
| Online store credit | ✓ using our online returns system | ✓ using our online returns system | ✓ using our online returns system | ✓ using our online returns system |
How long do I have to make a return?
Most stocked items (excluding hygiene sensitive items) can be returned within 30 days from the date of purchase.
Can I return an item for a change of mind?
If you change your mind and wish to 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 do not include the below, unless faulty:
- Personalised items
- For health and hygiene reasons, Bed Toppers, Quilts, Pillows, Pillow Protectors and Mattress Protectors
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. Gift cards are also not refundable for change of mind.
Where can I make a return?
Goods purchased online can be returned through either the online process or in-store, with returns not dependant on their channel of purchase.
Goods purchased in-store must be returned in-store.
To process a return online, please click here using your order number and email address.
To process a return in store, please click here to check your eligibility.
Products purchased from sheridanoutlet.com.au cannot be returned to our Sheridan Outlet New Zealand stores, Sheridan branded boutique stores or other third party retailers who sell Sheridan branded products.
Can I cancel, or change my online order?
Unfortunately we are unable to amend order details or make changes to delivery or payment methods, once your order has been placed and payment has been captured.
We can attempt to cancel your order, however this can only be done within 30 minutes of your order being submitted.
What happens if an item I purchased is faulty/incorrect?
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.
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.
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:
- Store 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 Outlet. If your replacement is not available, your online account or account with which you paid (e.g. credit card, PayPal) will be refunded or a Gift Card will be issued.
NEW ZEALAND ONLINE RETURNS
Get your New Zealand return back to us in two easy steps!
STEP 1: Request a Returns Authorisation Number by contacting our Customer Service team via email, phone 0800 936 226 (free call New Zealand) or live chat.
STEP 2:
Wrap Your Return And Send It Back To Us.
Please address the parcel to:
Sheridan Online Returns
RA Number (this will be provided by customer service)
9 Beale Place
East Tamaki
Auckland, 2013
Once you have packaged your return, simply call Post Haste on 0800 106 828 and quote Account Number 17 38 688 to arrange pickup for your return.
DOWNLOAD NEW ZEALAND RETURN LABEL
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 Card that is faulty or incorrectly delivered, or falls within our change of mind policy (for Australian customers only) can be returned for a refund. Any money refunded will be credited to your online account or issued as a new Gift Card instore.
Where is my order?
Enter your order number and the delivery postcode below to check the status of your order.
Have a question that isn't answered above?
If you have any further questions please get in touch with our Customer Service Team via email, phone or live chat between Mon - Fr: 9am – 4pm; AEST (excluding public holidays in Melbourne, Australia).
FREE CALL:
Australia: 1800 223 376
New Zealand: 0800 936 226.