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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.
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 for in store purchases and
- delivery date for online purchases;
- 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.
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.
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.
It is considered a Sale item when 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;
Please see the Sale Items and Promotional Terms provision of our Terms + Conditions for more information.
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.
Refunds will be returned to you in the manner you paid for the item (debit or credit card, Afterpay, PayPal), with the exception of cash, which will be returned to a debit card. Any items purchased using SHEIKE Credit or SHEIKE Vouchers, will be returned for SHEIKE Credit.
Please allow up to five (5) business days for this to be visible within your account.
For Online returns, your return will be assessed within 48 hours of receiving it back at HQ and you will receive an email once your return has been processed. Please allow up to five (5) business days from the email, for this to be visible within your account.
Online Returns Procedure
If you placed your order as a Guest, you will need to complete the Returns Form here and include it within your return parcel.
If you have an Account and wish to return any items purchased online, back to our Online store, follow the procedure below:
- Login to Your Account, find your order and click the “Return” link.
- Complete the online return process. You must press “Add Item To Return” before you can add more items or submit your return. If the item is faulty, make sure to select the Faulty item option.
- Once submitted, you will be given a Return Number. This number needs to be written on the return label provided in your original parcel. Can’t find it? You can download another one here.
- Reseal your SHEIKE courier bag (or use your own packaging) and place the label.
- Pay for postage + send back! We recommend using a tracked delivery service to ensure your parcel arrives safely.
If you are requesting an exchange, a self addressed return satchel must be provided with your return or you may be charged $9.95 for the additional delivery. International customers requesting an exchange must pay a shipping fee for the same amount as the original purchase in order for the new items to be dispatched.
If you are required to pay an additional amount for an exchange, your nominated debit/credit card, or PayPal account will be charged before the new item is sent. When you agree to finalise the return, you give SHEIKE the right to debit your debit/credit card or PayPal account for any outstanding payments resulting from the exchange before sending your order out.
If you have returned your order and receive a SHEIKE Credit, this will be processed within 3 working days of SHEIKE receiving the goods and will be visible within your account within 24-hours of it being processed..
If you have returned your order for a refund, this will be processed within 5-7 working days of SHEIKE receiving the goods and you will receive a confirmation email when the refund has been processed.
Exchanges can only be granted once.
If you are attempting to return an item outside of the 14 day period you must contact firstname.lastname@example.org before the item is returned or it might be refused.
SHIPPING COSTS FOR RETURNING ONLINE
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 determined to be faulty in accordance with the Faulty Returns section above.
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.
It is recommended to ship goods back to SHEIKE using Australia Post or an equivalent secure postal service and ensuring a tracking number is provided. If tracking is not purchased, and a parcel being returned is delayed or lost, this is not the responsibility of SHEIKE and must be taken up directly with the chosen postal service provider.
Please be advised that our online warehouse is not open to the public, and we do not accept in person drop off’s of any merchandise.
All of our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and 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.
This Policy is not intended to replace, limit or exclude any rights available to you under the Australian Consumer Law.