Frequently Asked Questions/Returns

Frequently Asked Questions/Returns main image Frequently Asked Questions/Returns image

At Sherwood Garden Home Fragrances, we want you to have an excellent shopping experience and enjoy the products you purchase from us. Read on to learn about our shipping and return policies. Should you have questions that are not answered on this page, please don’t hesitate to contact us.

 

How soon can I receive my order if I buy your products online?

We aim to send items out for delivery between 2 - 4 business days of receiving the order.

 

Delivery times vary depending on location. You will be sent a dispatch notification e-mail and a tracking e-mail, which will have a link to track your parcel and will give you an estimated delivery date. Our shipping calculator shows estimated days for arrival for standard shipping, which is calculated from the date of dispatch and are an estimate only.

 

Please check individual product listings for any product specific dispatch times.

 

You can also log into your account on our website to check the status of your order and for tracking details.

 

 

Wholesale accounts - wholesale orders can take 1-2 weeks to be dispatched depending on order size.

 

 

How will my order be sent?

 

We send orders via Couriers Please or Fastway couriers and Australia Post for Standard Shipping.

 

 

How much is shipping?

 
Shipping rates within Australia and for International orders vary, please see our shipping calculator. Delivery is free for purchases with a value of $100 or more.
 
Wholesale accounts - shipping costs will be invoiced separately. 
 
 
Can you process bulk orders?
 
Yes, we offer special prices for bulk orders such as Wedding and special occasion guest favours. Please contact us with your requirements.
 
If you have a business with an ABN, please register for a wholesale account. We offer wholesale products for resale and also corporate/client gifts. We can customise products to best suit your business.
 
 
Do you offer discounts?
 
You will receive a $10 rewards voucher for every $100 spent to use towards your next order. Throughout the year we also have special offers such as Gift with Purchase, sales and other promotions. Please sign up for our newsletter or like us on Facebook to be notified of any discounts and promotions.

 

Can I get a refund in case I chose a product incorrectly?

Unfortuantely we cannot accept returns for incorrect choice or if you had a change of mind.

 

If your order has not yet been dispatched and you have chosen a product incorrectly, please contact us as soon as possible and we can amend your order for you. 

 

Order cancellations can only be accepted if your order has not yet been dispatched or pending dispatch. Order cancellations are subject to a 10% processing fee, which will be deducted from your refund amount.

 

Wholesale accounts - custom wholesale orders cannot be exchanged or refunded due to change of mind or incorrect choice once processed. If there are any problems with your order please contact us within 7 days of receiving your order.

 

To request an order cancellation, please go to our Resolution Centre.

 

 

Can i get a refund or replacement if i received a faulty item?

 

If you have received a damaged or faulty item, please contact us within 48 hours of receiving or soon as possible if you notice a fault or if your product stops working.

 

For minor faults or damage you may be offered a replacement part or full replacement. 

For major faults or damage or if your item can not be replaced you will be offered a refund.

 

Our Ultrasonic Diffusers and Electric Fragrance Warmers are all covered by a 12 month warranty. This warrants your new products to be free from defects in materials and workmanship under normal household use for a period of one year from the date of purchase. During this period, such defect will be repaired or the product will be replaced at our discretion without charge. This warranty does not cover warming bulbs or flickering bulbs, exterior or interior finish, or damage caused by misuse, accident, or negligence.

 

Candle Warmers Etc. Warming Bulbs (NP4, NP5, NP7) are all covered by a 90 day warranty. This warrants your new Candle Warmers Etc. Warming Bulbs (NP4, NP5, NP7) to be free from defects in materials and workmanship under normal household use for a period of 90 days from the date of purchase. During this period, such defect will be repaired or the product will be replaced at our discretion without charge. This warranty does not cover exterior or interior finish or damage caused by misuse, accident, or negligence.

 

To request a replacment, refund or to process a warranty claim, please go to our Resolution Centre.

 

 

If you have any questions that have not been answered on this page please contact us via our contact form