Shipping & Returns | SHER®

Shipping & Returns

PURCHASING INFORMATION

All orders are tracked via a tracking link provided in your shipping confirmation email.

For customer support, please contact us via our chat or email at contact@sheractive.com and we will respond as soon as possible, normally within one working day.

SHER ships worldwide. We use DHL24/48 hours for all shipments with free shipping for all orders over €100.

For orders < €100 and returns, we charge the following shipping costs:
10 € for Italy and EU countries
25 € for the rest of the world

This flat rate covers the shipping cost only and does not include duties, taxes or other import charges applied by the importing country.
For non-EU countries, SHER is not responsible for any local import duties and taxes.
Refunds are issued net of the fees indicated to cover the operational costs of returns, as shown in the table below.

Shipping times are calculated from 2-3 working days after ordering. You will receive a tracking number by e-mail which you can use to follow your order once it has been shipped. At any time, you can check the status of your parcel using the link in the shipping notification. Unclaimed parcels will be returned to us. For all unclaimed parcels, you will be charged all costs related to delivery and return, including any taxes and fees.
Orders outside of Italy require a signature upon delivery, at which point responsibility for the shipment passes to you. If you have indicated a recipient other than yourself for delivery, you also accept that the signature of the third party is sufficient proof of delivery and fulfilment by SHER. We are not able to deliver to P.O. boxes.

Goods will be dispatched on regular working days, Monday to Friday. We aim to dispatch all orders within 24 hours. Delivery times are provided as guidelines only and do not take into account possible delays caused by payment authorisation, stock availability, customs clearance processes, incorrect delivery information or any other unforeseen activity. Please note that the following delivery charges do not include import costs (such as taxes or import duties) that may be due when packages reach the destination country.

Occasionally we offer free delivery on all orders, which will be clearly indicated on our website. Please note that the free delivery campaign will be activated on your order in checkout.

TAXES AND DUTIES

Within the European Union orders are shipped on a DDP (Delivery Duty Paid) basis, which means that all taxes are included in the price of the order.

Outside the European Union orders are shipped on a DDU (Delivery Duty Unpaid) basis, which means that all taxes and duties are excluded from the order price. A DDU order may therefore be subject to local taxes and import duties imposed by the local customs authority or the carrier used. Unfortunately, we are unable to calculate the exact cost of taxes and duties your order may incur, as these charges are imposed directly by the country of destination. SHER does not bear any such taxes, duties or related charges. SHER does not cover taxes and duties incurred for rejected or unclaimed packages.

VAT: For shipments to Switzerland and Great Britain, shipments are made without VAT. Payment of the VAT of the destination country is the responsibility of the customer and is due when the goods are delivered.

EASY RETURNS WORLDWIDE on all orders with DHL

If you wish to return items it’s easy with SHER: we’ll provide you with all the instructions and a pre-paid DHL return label.

If you wish to return several products from different orders, please note that a return label must be generated for each order.

It is not allowed to combine products from more than one order.

The cost of the return is charged and if it is made with the return labels provided by SHER, the rates applied are as follows:

10 € for Italy and EU countries
25 € for the rest of the world

In addition to the statutory right of withdrawal (as set out below for EU countries), SHER has a 30-day return period. All returns must be sent/marked within 30 days of receipt. SHER will as soon as possible refund the amount paid for the returned item or replace the item if it falls within the scope of our return policy. Upon receipt of the returned item, we check the goods before processing the refund or exchange. Refunds are authorised by SHER and are made via the original payment method. Refunds can take 5-10 working days to appear in your account from the moment they are authorised by SHER.

When returning a product, you are obliged to keep it in the same condition in which it was delivered. You do not have to have used the product/service, however, you are entitled to check the condition in which the product was in at the time of delivery. All original packaging, price labels etc. must be returned with the product without having been tampered with. If the product is damaged or tampered with during the investigation, the product does not qualify for the return policy.

EXCHANGES

Purchased items are exchangeable for another size and colour. All exchanges are based on stock availability and are shipped free of charge. If you are interested in an alternative style, please return your items to us and purchase the new piece separately on asket.com. Sale items are not exchangeable but can be returned for a full refund. For countries outside the EU, taxes and duties may apply which will not be covered by SHER. As import taxes and duties vary from country to country, we cannot provide an exhaustive list of applicable regulations. Instead, we ask you to contact your local customs authorities for more information.

DEFECTIVE PRODUCTS

If the product is damaged or does not correspond to how the product was presented on the site you have the right to make a complaint. Please contact contact@www.sheractive.com as soon as you discover the defect. We will first try to see if it is possible to repair or remedy the defect. If this is not possible, we will replace the product. If we are unable to replace the product or remedy the fault, we will refund your money. If you can send a photograph of the damage/defect this will speed up the process. When we have received the product and approved the claim, you will be informed and either a new product will be sent to you with the return postage, or we will refund the product and the return postage.

 

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