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Shipping & Returns

Shipping

 

Dispatch Delays

Shut Eye's warehouse continues to ship daily both domestically and internationally. Covid 19 continues to cause shipping delays beyond our control and is having a significant impact on delivery networks. The next-business-day guarantee for Australia Post is suspended until domestic flights return to normal.

 

Where do we deliver?

Shut Eye delivers worldwide* some countries may need to contact our customercare team to process their order.

We are not able to ship internationally to PO Boxes.

 

General

All orders will be processed on a next day delivery via Australia Post or DHL Express. This excludes orders placed on a Friday, Saturday, Sunday and Public Holidays. Once an order has been dispatched, we cannot change the delivery address so please ensure you have provided the correct details. Our warehouse is located in Melbourne, Australia, therefore shipping times will vary depending on your location.

Once we have dispatched your order, you will receive a dispatch confirmation e-mail including the tracking details of your parcel.

Delivery delays may occur during high volume and peak periods or due to unforeseen reasons. During these times, please allow an additional 3 business days for your order to be delivered. In the event that your order is affected by delay, we will contact you directly. Please note, we do not ship on the weekend or Public holidays.

 

Australian Orders

Shut Eye offer Free Standard Shipping within Australia on full price orders over $150. A flat rate of $10 is charged on any orders under $150.

We delivers nationwide via Australia Post e-satchels and offers Standard Shipping & Express Shipping options at cart.

Standard Shipping: Orders arrive in 3-7 Business days depending on your location and 3-12 business days during high volume sale period, which includes end of season sales and holiday periods.

Express Shipping: Orders arrive in 1-5 Business Days depending on your location.We ship from Melbourne Australia, please keep this in mind when checking your delivery times.

You will be required to sign for your delivery, we therefore recommend that you provide a daytime address where someone will be able to sign between 9am and 5pm or alternatively an address with “authority to leave”. 

In the case that no one is available to sign for the delivery, an attempted delivery card will be left with your local Australia Post outlet details. 

 

International Shipping

Shut Eye Sleepwear offers Free International Shipping on full price orders over AUD$300 .  A flat rate of $25 is charged on any orders under this amount.

International orders are sent via DHL Express, with a delivery window of approximately 2-7 working days depending on location. All goods will be declared as commercial merchandise and at their full retail value excluding GST.

The tracking number provided on dispatch for international deliveries can be tracked via DHL Express http://dhl.com/en/express/tracking for real-time, detailed progress of your shipment through the DHL network.

All deliveries must be signed for. Please ensure your delivery address is attended and provide a business address where possible, or such other address where someone will be able to sign for the delivery between 9am and 5pm. We are not able to ship to PO Boxes.

*When 'authority to leave" is selected as the delivery instruction, the parcel will be left at your nominated location of the property. No signature will be required for the delivery to take place. When this option is selected, Bae cannot be held liable for stolen or missing parcels or incorrectly delivered parcels. The customer is accepting full responsibility fo the safe delivery of this parcel when selecting 'authority to leave'.

* Postal charge may not include possible taxes and duties which could be applied by customs in the country where the order originated. The responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with the customer. To comply with Australian export regulations, we are required to declare the exact value of all product(s) ordered and to mark them as dutiable “merchandise”. We are also prohibited by law from marking the order as a “gift”, even if order is placed with the intention of sending to a gift recipient. For further information, it may be necessary to call local customs offices to gain further details.

Please note, we do not cover the postage for returning goods locally or internationally. Please be aware of these possible costs of returning or exchanging your order to Australia before proceeding.

 

Ownership and Risk

Please be aware that once your product passes to you upon delivery at your specified delivery address. We require a signature for any product delivered, at which point responsibility for your purchase passes to you. We advise checking to ensure your product is intact when receiving your purchase.  

 

Exchanges and Returns

 

Return Policy

Please ensure your return meets our Returns Conditions before posting back your item, see below for more information.

Subject to the terms set out in this Delivery and Returns Policy, we will ensure that you obtain a refund of equal value (excluding shipping and handling charges). Please note that all sale items are final sale.

 

Changed your mind?

Purchased product(s) from the Website and it’s not what you expected? You may return full price merchandise for ‘change of mind reasons’ within fourteen (14) days of receiving your order for a refund processed using the original form of payment (excluding shipping and handling charges).

Shut Eye Sleepwear accepts exchanges for full price items. If you would like to exchange an item for another size or different style please contact info@shuteyesleepwear.com within 5 days of receipt of order.

Please keep in mind that Shut Eye Sleepwear cannot accept the returned product(s) and cannot give a refund if:

  • (a) the return falls outside of the stated fourteen (14) day  period;
  • (b) the product(s) is worn, damaged or not in its original packaging; or
  • (c) the original label/swing tag has been removed.
  • (d) we do not refund or exchange sale items 

 

Damaged or Defective Product, or otherwise not what you ordered?

We pride ourselves on quality.  We thoroughly test all our garments to ensure they are fully capable of standing up to the uses for which they were designed. It is extremely rare for our products to be damaged or defective.

Returned product(s) (and associated shipping and handling charges at standard rates) will be refunded if the damage is the result of a manufacturing defect or deviation from factory specifications, and not the result of normal wear and tear. In such cases, please allow two weeks from the day you return your package for your account to be credited.

If the problem was caused by reasons other than materials quality or assembly process, the original product will be returned to you.

We do not refund products:

  • (a) obtained from a source other than this Website.
  • (b) damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.).
  • (c) damaged by misuse or activities other than the intended purpose.

 

Return Instructions

To return a product, please follow the instructions below:

  • (a) Email us at: info@shuteyesleepwear.com  In your email, please include:
  • (i) Reasons for why you are returning the product(s); and
  • (ii) Attach a copy of the payment confirmation you received when placing the order.
  • (b) Pack the product(s) into their original packaging including the original and attached labels/swingtags in the case of clothing items.
  • (c) Address the package to Shut Eye Returns, 31 Hall Street, Hawthorn East, Victoria, Australia 3123.
  • (d) As Shut Eye Sleepwear is not liable for the loss of any product being returned we highly recommend that you return using registered mail.

Please ensure you full name and original order number are included in the return parcel.Once your return is received by Customer Care, the item(s) will be checked to ensure it complies with our returns policy and a return outcome will be determined.  

 

Pre Order, Sales and Gift Cards

 

Pre-Order

Items for pre-order purchases will be detailed on the individual product page. Full payment is required at the time of purchase.   You will receive a dispatch notification once they have been sent out. The estimated delivery date can be found on the product page.

If you purchase Pre-Order items with items that are in stock, the complete order will be held back and sent once the pre-order items arrive. 

 

Sale Items

All Sale items are Final including Sample Sale items. They cannot be returned for a refund or exchange unless the item received is faulty or your order was fulfilled incorrectly. We do not provide price adjustments/matches for prior purchases during sale/promotional periods.

 

Spend And Save T&C's

Any items returned as part of a Spend And Save promotion will be refunded or exchanged at the paid discounted price or as the percentage price calculated by Bae the Label, not the original full price.

 

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