Frequently asked questions
Have a question about a product or order? Have a suggestion for us? Send us a message and our friendly customer care team will get back to you as soon as we can. Alternatively, say hello on +64 9 376 4048.
Orders
Can I add to my order after it's been placed?
Please email our Customer Care Team as soon as possible so we add to your order or help you place a new order and consolidate the two orders for you. During sale periods this may not be possible.
Can I change an item or size in my order?
If you need to make a change or cancel your order, please contact us as soon as possible. Once your order has been processed at our warehouse, we may not be able to cancel or make changes to the order.
How can I update the shipping address on my order?
If the address on your order is incorrect, please email our Customer Care Team with the correct address as soon as possible so we can update this before the order is dispatched.
Shipping
How long does it take to process and ship an order?
We strive to process and ship all orders within 1-3 business days. However, during busy periods or sales, it may take longer.
Do you offer international shipping?
Yes, we offer international shipping to many countries. The shipping rates and delivery times may vary depending on the destination country. Please check our website for more information.
Returns and exchanges
I've noticed a fault in my purchase, what's the next step?
The quality of our products is extremely important to us at Sheerhugs, if you are not happy with a product please contact our Customer Care team so we can assist further.
Can I exchange a gift I received?
If the gift card purchased with Sheerhugs online or in-store, please contact our Customer Care team or pop into store and we can assist with the exchange. We will need the proof of purchase or the name of the person who gifted the item to you so we can look this up in our system. If the gift was purchased at one of our stockists, please contact them directly.
Will I be charged for shipping my exchange item back?
We ask that you cover the cost of an item being sent back to us and we will cover the delivery to send the exchanged item to you.
Product
Do you have any products designed specifically for sensitive skin?
Yes, we have a range of products specifically designed for sensitive skin. Please check our website or ask our customer service team for more information.
Can I personalize or customize my product?
We offer personalization or customization options for certain products. Please check the product page or contact our customer service team for more information.
How can I determine the right size for my child?
To determine the right size for your child, we recommend measuring their height, weight, and waist or chest circumference. Please refer to our sizing chart on the product page or contact our customer service team for assistance.
Payments, duties, and taxes
What payment options do you offer?
We currently accept Visa and Mastercard. We also offer Paypal, Laybuy and Afterpay payment options.
Where do I add my gift card or promotional code?
Scroll to the bottom of the ‘My Bag’ page and you will see ‘apply gift card’ and ‘apply promotional code’ add the code in the correct box and this will be applied to your order before continuing to checkout.
Gift Registry
How do I create a gift registry?
We will automatically update your registry as items are purchased, so you can keep track of what has been bought and what is still available.
How many items can I add to my registry?
You can add as many items as you like to your registry.
How do I share my registry with friends and family?
You can share your registry by providing them with the link to your registry. You can also share it on social media or by sending an email invitation.
Can I make changes to my registry after it has been created?
Yes, you can make changes to your registry at any time by logging in to your account.