FAQs

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Christmas Delivery Times - Australia

PRE-CHRISTMAS DELIVERY CUT OFF DATES

MONDAY 10TH DECEMBER 12PM AEDT

This includes deliveries to Western Australia, Northern Territory, Tasmania, far North Queensland and interstate regional areas outside of NSW.

FRIDAY 14TH DECEMBER 12PM AEDT

This includes deliveries to interstate metro areas including Sydney, Melbourne, Brisbane, Adelaide or Canberra.

When will I receive my order?

We endeavour to dispatch all orders received before 12pm AEST (Monday – Friday) on the same business day.

Please note, during peak and promotional times, please allow 2 additional business days for dispatch. 

Delivery time estimates are a guide only**

AU Express Shipping

Metro Areas:
Please allow 1-2 business days for orders placed before 12pm AEST OR 2-3 business days for orders placed after this time.

Regional Areas:
Timings can vary. Please allow up to 3-5 business days.

AU Standard Shipping

Metro Areas:
Please allow 3-5 business days

Regional Areas:
Timing can vary. Please allow up to 5-7 working days.

International Shipping

Timings vary by country. Please allow up to 10 working days.
  
**Although express services are fast, unfortunately we can’t guarantee timings as it depends on the destination. Occasionally, carriers experience delays and as much as we don’t like it, they are out of our control.  We do not accept any liability and you agree to release us from all liability arising out of any delay in shipping and delivering an order.

Please visit our Shipping Page for more information.

How can I track my order?

Tracking Link

  • Once your order has been packed and has left our warehouse, you will receive an email with your tracking details. 
  • Once your order has been scanned by the courier, it can take up to 24 hours for the tracking details to reach your inbox.
  • If you have a SHEIKE account you can log into your account "Click" on VIEW ORDER  and then "Click" on the SHIPMENTS tab, which will have your tracking link information. 


We endeavour to dispatch all orders received before 12pm AEST (Monday – Friday) on the same business day.

During peak and promotional times, please allow 1 extra business day for dispatch.

If you believe your order has been delayed or you have not received your tracking details within 48 business hours, please contact our Customer Care team via our Online Web Form so they can look into this for you. 

To speed up your enquiry, please include your order number. 

Do you ship internationally?

Yes! We currently ship to the following countries only:

New Zealand

Hong Kong & China

Canada & USA

Singapore

Europe: Germany, Italy, France and UK

UAE

Transaction currency is $AUD
All orders will be placed in $AUD, so please check with your bank/payment provider of choice for international conversion rates or international transaction fees.


Customs Duties & Taxes are the responsibility of the recipient
Please note that any customs and duties taxes which may be incurred are not the responsibility of SHEIKE and we are not aware of what they might amount to. You are responsible for paying any taxes or duties applicable to your order. Please make sure you contact your local customs office to find out more if you have any concerns.

Please visit our Shipping Page for more information.

Do you ship to PO Box addresses or Parcel Lockers?

Yes, we ship to all PO Box's and Parcel lockers in Australia only.

What if my size is sold out?

SHEIKE styles are exclusive and limited. And once they are sold out, they are usually gone. To avoid disappointment please make sure you are signed up to the SHEIKE Insider newsletter and you will always be the first to know when new styles land.


If your size is no longer available online, we may be able to locate it for you in your local store. Please submit a Product Enquiry via our Customer Care Web Form stating:

  • Style Name
  • Required Size
  • Local Store Location


We will do our best to find one for you in a SHEIKE store near you.

How often do you get new stock?

New stock typically arrives every week online and in store. You can view our New Arrivals here as soon as they land! 

SHEIKE styles are exclusive and limited. And once they are sold out, they are usually gone.

To avoid disappointment please make sure you are signed up to the SHEIKE Insider newsletter and you will always be the first to know when new styles arrive.

I have contacted customer care and have not received a reply

We endeavour to respond to all enquiries within 1-2 business days. During busy promotional periods please allow 1 extra business day for replies.


Our business hours are 9.00am – 5.00pm (AEST) Monday to Friday. Excluding public holidays. We are based in Sydney, New South Wales, Australia.

To ensure your enquiry is answered as quickly as possible. Please use our Customer Care Web Form

Enquiries sent via the web form are automatically assigned a ticket number and a customer service agent to review your enquiry.

Before submitting, please review our FAQ Help Page for the most common questions and answers and what details you need to include in your enquiry. 

Can I amend or cancel my order?

Unfortunately, once an order has been placed, there is no way for us to amend or cancel it. You
will need to wait for your parcel to arrive and process a return.

Please visit our Returns Policy Page for more information on how to proccess a return. 

If your item is sent via Australia Post you may be able to redirect this yourself by creating an Australia Post account.


Address Error

We do not accept any liability for incorrect addresses, however, we will always try to accommodate amends where we can if it is immediately reported. To avoid disappointment, always make sure you check your delivery address carefully espcially when using Afterpay or Paypal which may still have your old address details attached to it. 


To report an address error please contact customercare@SHEIKE.com.au ASAP and we will endeavour to amend it in our courier platform.

However, due to the fast processing times of our online warehouse, this is not guaranteed.


If the address does not exist in our courier platform and we are unable to send it out, a member of our team will be in touch to correct your address details.

I have received an incorrect, missing or faulty item, how do I report this?

If you have received a faulty, missing or or incorrect item, you may be eligible for a repair, replacement or refund.


Incorrect or Missing Item:
If you have received an incorrect item or an item missing, please submit an Order Enquiry through our Customer Care Web Form.


Please include the following details with your enquiry: 
- Order Number
- Style ordered 
- Missing / Incorrect Style received


Our Online Department will endeavour to replace the incorrect or missing item ASAP. In the rare or unfortunate event that we are not able to replace the correct item, you will be refunded.


Faulty Item:

  • Bring your item to the store where you originally purchased the garment
  • If you are unable to attend a store, please send the details of the fault to customercare@sheike.com.au (please include as much detail as possible and pictures of the fault)
  • You must provide a proof of purchase such as a receipt, order confirmation or bank statement
If an item is deemed faulty, SHEIKE will offer to repair, replace or refund the value of item in accordance with our Returns Policy.  

Please visit our Returns Policy Page for further information on our Faulty Returns procedure.



How do I view and use my SHEIKE Credit?

Your SHEIKE credit is linked to your email address and can be used online or in any SHEIKE Store.


ONLINE


Account Holders

Log into your account and view your dashboard. “Click” on SHEIKE Credit to view your balance.

If the amount showing does not look correct, "Click" UPDATE and wait for the balance to refresh.

If your SHEIKE Credit does not appear at all, it may be linked to another email address that you have used previously. Try logging in with another email address or contact Customer Care via our Web Form to look into this for you. 

Non-SHEIKE Account Holders

Step 1: Create an account online by clicking on Login and then "Click" CREATE AN ACCOUNT

Step 2: Use the email address provided at the time of your purchase or return.


Your SHEIKE credit will automatically be updated within 24 hours if the email address matches.
If the amount showing does not look correct, simply "Click" UPDATE and wait for the value to refresh.

Use Online 

To use your SHEIKE credit online, you will be given the option to apply your SHEIKE Credit in the payment section of the checkout process.


IN STORE

Simply give the SHEIKE Stylist your email address used at the time of your purchase or return.

They will look up your account on our system and share your balance information and apply your credit to your order.

I am having problems accessing/purchasing from your website

For the best shopping experience, always make sure that your mobile phone is updated to the latest version of software and your laptop or computer is also up to date.

On the rare occasion due to unprecedented traffic (such as a sale or promotion), our website may become slow or unresponsive. Although we do everything in our power to avoid this, we can’t control the volume of shoppers all checking out at once!

We have a team of experts looking to get the site up to speed as soon as possible. Usually, this takes no longer than 10 – 20 minutes.

In the rare event that this does happen. Please close your browser and try again, after 20-30 minutes.

If you are still having problems, please contact Customer Care via our Web Form who will look into this for you ASAP and assist you with completing your purchase. 

Festive season extended returns policy

FESTIVE SEASON EXTENDED RETURNS POLICY:

  • If you purchase item(s) in store or online between the Thursday 6th of December 2018 and Monday 24th of December 2018 you will be eligible for a refund or exchange in accordance with our return policy up until Friday 11th of January 2019.
  • Items purchased from Tuesday 25th onwards will need to be made within 14 days of receipt, as per the standard SHEIKE returns policy.
Can I return a SALE or Promotional item for a full refund?
  • We offer refunds and exchange in accordance with our obligations under the Australian Consumer Law.
  • Refunds for change of mind are not available on Sale and Promotional items unless those items are faulty.
  • Sale and promotional items can only be refunded if the product is faulty or the incorrect item is received.
  • If you change your mind, sale or promotional items can be returned for a SHEIKE Credit or an exchange if they are in their original, unworn condition with all tags attached.
  • An item is considered a sale or promotional item if it:
    • it is marked at a discounted price at the time of purchase
    • was purchased during a temporary promotion period (ie VIP Days, One Day sales, discount offers etc); or
    • if it was purchased using a coupon or a promotional code

    Please visit our Returns Policy page for full terms and conditions. 

    Can I exchange or return my online order in a SHEIKE store?

    Yes. Online orders can be returned to your nearest SHEIKE Store in accordance with our Returns Policy.

    IN STORE EXCHANGES / RETURNS

    • Find your nearest SHEIKE Store Here 
    • Show a member of staff your Order Confirmation email and Delivery Confirmation
    • You will also need to show your original payment method for Card Payments
    • You will be able to exchange the item for another garment, size or colour
    • You will be able to return your item for a full refund or SHEIKE credit in accordance with our 'Return Conditions'
    Have you received my return?

    Please keep a hold of your tracking number for your return so you can track your return and ensure it has been received by our online department. 

    • Please allow up to 5-7 business days for refund/credit to be processed once received
    • Refunds can only be returned to the original payment method
    • You will be notified either by SHEIKE or your payment provider e.g. Afterpay / Paypal that your refund has been processed
    • Please allow up to 5 business days for the funds to appear in your account once processed

    If you have waited longer than 7 business days and are concerned that your return has not been received. Please contact Customer Care via our Web Form with the following information:

    • Order Number
    • Return Tracking Number 
    When will I get my refund?

    You will be notified either by SHEIKE or your payment provider e.g. Afterpay / Paypal that your refund has been processed.

    • Please allow up to 5-7 business days for refund/credit to be processed once received
    • Refunds can only be returned to the original payment method
    • Please allow up to 5 business days for the funds to appear in your account once processed

    If you have waited longer than 7 business days and are concerned that your return has not been received. Please contact Customer Care via our Web Form with the following information:

    • Order Number
    • Return Tracking Number