FAQs

When will I receive my item?

We will endeavour to dispatch all orders received before 12pm AEST (Monday – Friday) on the same business day. We will endeavour to dispatch any orders received after this time will on the next business day. This does not include orders placed during a sale or peak trading period as we may experience delays in processing orders – please keep this in mind if you are purchasing an item for a special occasion.

There may be instances when items purchased are sold out/unavailable on the same day of purchase. When this happens, if possible, items will be sourced from a physical store and customers will be notified within 2 working days of placing the order of the delay. Orders are subject to availability and SHEIKE reserves the right to cancel any order, for any reason, including due to unavailability.

When placing an order, alternate carrier options are automatically selected to ensure your parcel arrives on your doorstep as quickly as possible!

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.

How much is shipping?

AUSTRALIAN ORDERS

Standard Shipping is $9.95 for all orders under $100.

Standard Shipping is FREE when you spend over $100.

Express Shipping is $12.95 for all orders under $150.

Express Shipping is FREE when you spend over $150.

INTERNATIONAL ORDERS

All international orders are shipped using Express Courier International with Australia Post and will be delivered by the local postal service once in the destination country.

International shipping rates are listed below (these rates may change from time to time):

New Zealand

$14.95

Hong Kong/China

$39.95

Canada/USA

$39.95

Singapore

$39.95

Europe*

$49.95

UAE

$49.95

How can I track my order?

Once your order has been dispatched you will recieve an email with your tracking number, so it's really important that the email address is entered correctly when the order is placed.

If you have an account with SHEIKE you can also track your parcel within your membership!

Do you ship to PO Adresses

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

What if my size is no longer available online?

If your size is no longer online please email customercare@SHEIKE.com.au and we will do our best to find if one is available in store.

How often do you get new stock?

New stock comes out every week, depending on the season and time of year.

To keep updated with new arrivals, sign up to our VIP list!

How do i change detail on my SHEIKE account?

If you have a SHEIKE account you are able to amend your details anytime you want!

To change your password, email address, delivery info and card details all you will need to do it log into your account and edit your details.

I have sent an email to customer care and have not received a reply

If you send an email to any of our customer care department with a query/problem we will endeavor to reply to you within 24/48hrs if you have contacted between 9:00am - 5:30pm Monday to Friday.

If you contact us after hours or on the weekend we will endeavor to reply to you as soon as possible.

 

Can I amend or cancel my order once submitted?

Due to the fast processing times of our warehouse, once an order has been placed we are unable to amend it. You will need to wait until you receive your parcel and then process a return. If there is an error with your address, please contact customercare@SHEIKE.com.au ASAP.

Can I use my credit note or gift card more than once?

Yes, you can use your credit note or gift voucher more than once, unless the terms of the voucher or promotion state otherwise.

Can I use more than one coupon code on my order?

No, more than one coupon code cannot be used per transaction and are not available for use in conjunction with any other offer. A coupon has their own set terms and conditions of use which will be advertised accordingly. 

I have received a faulty/incorrect item, how do i return for a replacement?

While we endeavour to never let any slip past us, during busy periods, sometimes faults are missed. In the case that this does happen, please contact customercare@SHEIKE.com.au and a staff member will assist you.

In the case of obtaining a refund, please log into My Account and process a Return for your order selecting faulty as the reason, with as much detail in the comments section as possible.

The Repairs department will assess the garment once received and if they deem it faulty because of a manufacturing fault, then they will determine whether they can issue a repair, return or credit note. 

What payment methods do you accept?

We accept VISA, MasterCard, AMEX, PayPal and Afterpay.

How do i use my store credit?

Your SHEIKE credit will be attached to the email address provided at the time of your return.

If you are an account holder log into your account and veiw your dashboard.
Veiw your SHEIKE CREDIT and "Click" UPDATE if the amount showing is incorrect. 

If you do not have an account with SHEIKE simply create an account with the email address provided at the time of your return and follw the above steps.

To use your credit online will be given the option to "Apply SHEIKE CREDIT" in the payment section of the checkout process.

You can check your balance at any time by logining into your SHEIKE account.

*Please note all SHEIKE credit notes and gift vouchers are only valid for a six month period.

Do i need to create an account to shop with you?

No, customers are able to check out as a guest when shopping online with SHEIKE. 

However, by creating an account with SHEIKE you are able veiw all previous order made, track your order as well as receive our newsletter and you will also be the first to know about our VIP Days, One Day sales and discount offers!

 

What can i do if my Recipient has not received their Gift Card?

If your receipient has not received their Gift card please contact our Customer care team at customercare@sheike.com.au as soon as possible and with as many details as possible.

Can i purchase a Gift card online?

Yes, you are able to purchase Gift cards online!

Under our Gift cards tab you are able to select the recipient and which date you would like the email to be sent to them. 

I am having problems accessing/purchasing from your website

If you are having problems, try deleting the cookies on your PC. All you need to do is go to the 'Tools' tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and hit OK. 

If you have tried everything and are still having issues, you can contact our customer care team at customercare@sheike.com.au who will try their best to help you. 

Do you ship internationally?

We currently ship to China, Hong Kong, Singapore, Canada, USA, UK, Ireland, France, Italy and Germany.

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.

Have you received my return?

Once your return is received, your request will be processed within 1-3 business days.

You can veiw the status of your return when you sign into your SHEIKE account.

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

What is your returns policy?

INSTORE + ONLINE

We know that sometimes you need a little extra thinking time (or maybe a few extra group chat responses…) and we want you to be as in love with your new outfit as we are. So, if something isn’t quite right, we’re happy to offer a refund or exchange in accordance with this Returns Policy (Policy).

This Policy is to be read in conjunction with our Terms + Conditions and applies to all purchases made in-store and online through our website.

RETURN CONDITIONS

All returns are subject to the following conditions (‘Return Conditions’), except in the case of faulty items which may be returned in accordance with the Faulty item section below.

Except if an item is faulty, SHEIKE will offer a refund, exchange or SHEIKE Credit, only if:

  • The return is made within 14 days of the original purchase date;
  • You have valid proof of purchase;
  • The items are unworn and in a saleable condition;
  • The items have not been altered, washed, dry cleaned or damaged while with you; and
  • The swing tag and any other applicable packaging is still attached.

Please be aware that unless an item is faulty, you cannot exchange or return an item more than ONCE. 

For hygiene reasons, jewellery and headwear items cannot be returned or exchanged unless the item is faulty. 

If an item is not faulty, SHEIKE retains the right to reject a return on the basis of a failure to adhere to these Return Conditions.

Items purchased in store, cannot be returned Online.

Full Price Returns

Items purchased at full price may be returned for a refund, exchange or SHEIKE Credit provided that the Return Conditions are satisfied and subject to SHEIKE’s discretion on a case by case basis.

Sale Returns

Please see the Sale Items and Promotional Terms provision of our Terms + Conditions for more information.

Where an item is:

(a)  marked at a discounted price;
(b)  purchased during a temporary promotion period (ie VIP Days, One Day sales, discount offers etc); or
(c)  purchased using a coupon or a promotional code;

it is considered a Sale Item.

Except if the item is faulty, Sale Items can only be returned for a SHEIKE Credit and provided that the item meets the Return Conditions above

If you placed your order as a Guest, you will need to complete the Returns Form here and include it within your return parcel.

FAULTY RETURNS

SHEIKE is happy to offer a return if an item purchased is deemed as faulty.  Bring your return to the store which you purchase the item from within a reasonable time with your proof of purchase (being a receipt or an applicable bank statement which can be confirmed as the purchase transaction) or send it through our Online Returns Process below.

When SHEIKE receives the item, it will be assessed by a senior team member and the SHEIKE Repairs Department (if required) and you will be notified of the outcome as to whether or not it is deemed as faulty in accordance with company policy and guidelines.

If the item is faulty, SHEIKE will offer to repair, replace or refund the value of the item plus delivery charges.

If you were informed the items were faulty at the time of the purchase, you will not be eligible to a return for the disclosed fault.

The process of assessment and repair may take up to 3 weeks from when the garment is received by the Repairs Department. If for any reason, it will take a longer period of time, the customer will be notified of this within the 3-week time frame. 

If the item has a major problem or cannot be repaired, you can choose a refund or exchange.  A major problem is when the item:

  • Has a problem that would have stopped someone from buying the item if they had known about it;
  • Is unsafe;
  • Is significantly different from the sample or description; or
  • Doesn’t do what SHEIKE said it would, or what you asked for and can’t be easily fixed.

Alternatively, you can choose to keep the item and SHEIKE will compensate you for any drop in value.

When will i receive my refund?

Once received, your request will be processed within 1-3 business days. For refunds back to your original payment method, please note that your financial institution may need 3-5 days to clear the funds back into your account.

For international customers it is possible it may take 4-8 business days.

Do i have to pay for my return/exchange shipping?

Your online order will be delivered to you in a reusable courier bag which can be used to package your return, however you must pay the cost of shipping goods back to SHEIKE.  

If you are returning a faulty item, SHEIKE will arrange to refund your shipping costs after the item has been deamed faulty by our repairs department.

All postage charges on returns/exchanges are non refundable as customers are required to cover the cost. However, you are able to take your garment into a SHEIKE store for free!

When a garment is returned for an exchange you can include a postage satchel in which you will not be required to pay a further cost for the new garment. Alternatively when your exchange has been processed we will send you a PayPal request for the $9.95 standard shipping cost unless requested otherwise.

SHEIKE is not liable for any loss, damage or delay arising from, or in connection with, the transport and return of the goods to SHEIKE.