FAQ and T&C
Everything you need to know.......
Below are answers to your questions but if you need any further assistant please don't hesitate to call, email or send us some snail mail! We are only a small company at the moment with business hours between 9am - 5pm. If you miss us during operating hours we will call you back the next working day. Tel: +61 (0)401409244 or email here.
How soon will SH dispatch my order?
As soon as we have received your order we will have it packaged and dispatched from our Sydney studio the next business day. We will drop you a confirmation email as soon as the order has left, so that you know it is on the way. Because we print artwork to order, giclee prints may take a few more days.
How long does it take for my order to be delivered?
We will ship your order to you via Australia Post, from Sydney. Within Australia your items should arrive 2-5 business days after receiving our confirmation email and internationally 6-10 days. Please note for international delivery, in rare occasions custom agents may delay delivery of some packages.
Anything is possible though! Please give us a call or email if you need it asap and we will work our hardest to get it to you. Call us on +61 (0)401409244 or email here.
What does shipping cost?
It's free within Australia! If you live anywhere else it's a small standard flat postage fee of AUD$15. If you live in a extremely isolated or unusual place we will email you with a quote for delivery before we send your item.
What if I want to return the item?
Not quite right? No problem – just drop us an email within 7 days from the day you purchased it and we’ll explain how to return the item and get a refund or credit note. Our brown swing tag must still be attached to scarves in order to receive a refund or exchange and the item must be unworn and undamaged. This Return & Exchange Policy is only available to orders purchased on our Online Boutique.
Is your online store secure?
We use the latest secure online transaction processing technology based on the Netsuite and SecurePay’s platforms, which are internationally credit card compliant. It means that:
- When you place an order, no one can see more than the last four digits of your credit card number and the expiry date (not even us).
- Your personal information is safe and secure with a 128-bit encryption, every time you visit the site.
We want to spread happiness with our scarves and designs and not take it away from anyone. That is why we won't, don't and will never use any production house or mills that employ underage workers, don't have appropriate wages or health and safety standards for their employees. Promise.
What is a 'Giclee' print?
A 'giclee' print is the highest form of inkjet printing and is used by artists, galleries, and print shops to denote high quality printing of museum standard. In giclee printing, no screen or other mechanical devices are used and therefore there is no visible dot screen pattern. The image has all the tonalities and hues of the original painting or artwork.
How do I look after my scarf?
Our silk and cashmere scarves are very delicate so please only dry clean them. If they get creased run a cool iron over the scarf avoiding the hand rolled hems. Our cotton sarongs are a bit more robust so they can be cool hand washed, but please do not tumble dry.
All prices listed on our site are in AUS dollars, and charged in AUS dollars. The bank that has issued your credit card determines the exact exchange rate that you will pay, but in general it will match very closely with the going exchange rates. To get an estimate of approximately what the exchange rate currently is, click the below link: XE.com - Foreign Exchange Rate Calculator
Mum's the word?
At SH we respect your privacy. We collect personal information only for the purposes of fulfilling your order. This may include your name, email address, phone numbers, home address and shipping details.
We may also use the information to assist in providing you with relevant information about our product and special offers that may be of interest to you but only if you subscribe to our newsletter and accept marketing.
Any information that we no longer require is destroyed securely.
We may occasionally use personal information to perform credit checks, to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.
Any and all the information collected on this site will be kept strictly confidential and will not be sold, reused, rented, disclosed, or loaned. No way. Any information you give us will be held with the utmost care and will not be used in ways that you have not consented to. If you have any questions please feel free to contact us here.