- 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?
CHANGE OF MIND RETURNS
Most items (excluding hygiene sensitive items) can be returned or exchanged within 30 days from the date of purchase using our prepaid returns label.
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 boutique 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-turnable unless faulty.
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.
For instructions on how to lodge a return, please see refer to our full Shipping & Returns policy.
- 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?
If you signed up in store, you will still need to create your online account using the same email address to connect your membership.
Creating a Sheridan Outlet online account only takes a minute, please follow the link below to create your online account.
- 5. Where is my Birthday Gift Card? / I got a Birthday Gift Card on the wrong day!
All Sheridan Outlet Members who are subscribed with a valid email address and have provided their birthday are eligible to receive a Birthday Gift Card.
Australian Members: 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.
New Zealand Members: Your Birthday Gift Card will be emailed to you a few days before your nominated birthday month and will only be valid in store.
Members are eligible to receive one Birthday Gift Card in a calendar year.
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 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, please place another order.
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 960 266, 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.