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  • RETURN
  • GIFT CARD

Is my order successful?

After you place an order with us successfully, you will receive an Order Confirmation Email. If you do not receive this email, please contact us at customercare@sheer.com.hk and we can double check your order for you!

Can I change my order information after submission?

If you would like any changes made to your order, please contact us as soon as possible at customercare@sheer.com.hk by replying to your Order Confirmation Email.
Once your order has been shipped, no changes can be made unfortunately.

When will my order be shipped?

Orders will be shipped within 2 business days of placing your order. We will contact you if there are any delays!

What are the shipping times and costs?

We are operating as normal right now and all orders will be processed & dispatched within 2 business days. We take the utmost precautions to ensure the safety of your package.

Areas Cost Courier Shipping Time

Hong Kong

Free Pick Up in Store

HKD50 / Free for order over HKD1,000

Free Pick Up in Store

SF Express

1 - 2 business days

1 - 2 business days

Asia / Australia & New Zealand

HKD150 / Free for order over HKD2,000

Fedex

3 - 5 business days

Canada, United States and Europe

HKD250 / Free for order over HKD2,500

Fedex

3 - 5 business days

Rest of World

HKD250 / Free for order over HKD2,500

Fedex

7 - 9 business days

How can I track my order?

Upon dispatching your order, we will send you a shipment notification email with the details of your tracking number. If you do not receive a tracking email, please email us at customercare@sheer.com.hk.

Will I have to pay duties and taxes?

Import tax and duties may be applicable, depending on the destination country. You are responsible for all import tax and duties.
The courier will contact you with further details for customs clearance. Please note that customs clearance procedures may delay the delivery time.

Do you have a gift wrapping option?

Yes, we do! Simply mark your purchase as a gift at checkout, and let us know if you have a specific message you would like to send.

What is your online return policy? 

For all online orders, any non-sale item is eligible for returns or exchanges within 21 days after receipt of the products. Please ensure that all items are returned in its original condition with all tags and protective liners still attached at the time of return.

For personal items, such as hosiery, underwear or adhesive products, the packaging must be unopened and intact. Items cannot have been worn, altered, opened, or washed as well.

Shipping charges on your original order are not refundable, and all refunds will be processed to original form of payment.

How do I initiate a return for my online order? 

1. Create your return online through our SHEER Returns Center

Once you enter your email and order number, a return request confirmation will be sent to you.

  1. Check your inbox with the RMA#

Once the return request is approved, you will receive an email stating your RMA#. Our team will review your request based on our return & exchange policy.

  1. Arrange your return delivery

Fill in your RMA# on the form enclosed with your order and mail the return items together to us.

For orders within Hong Kong, arrange a free pick-up via SF Express (hotline: +852 2730 0273) with the enclosed pre-paid waybill.

For orders outside Hong Kong, you are responsible for the shipping of your item back to our boutique. Please ensure that you use a trusted courier service.

Our Returns Address:

Sheer, Shop 310, 3/F, The Landmark Atrium, 15 Queens Road Central, Central, Hong Kong

+852 2388 2876

How do I exchange an item for my online order?

If you would like to exchange your item for a different size or colour, please email us at customercare@sheer.com.hk for arrangements. If you wish to exchange for a different style, please initiate a return for your original item and put in a new order instead.

Can I come to your Landmark boutique for a refund / exchange of my online order? 

Once you confirm that your item is eligible for a refund or exchange, you can definitely bring it to our Landmark boutique and arrange for a refund or exchange. Our boutique staff will be happy to help you process the return. Any refund for an online order will be provided to you in the same method of payment. Please provide up to 10 working days for the refund to appear in your account.

What is your Landmark boutique return policy?

For all purchases made at our boutique, only exchanges or refund to store credit is permitted within 21 days for any non-sale item. All items returned must be in its original condition and unopened packaging, and cannot have been worn, altered, opened, or washed. Additionally, all tags and protective liners must still be attached. Sale items cannot be returned or exchanged. Please make sure all these criteria are met to be eligible for returns or exchange.

What kind of Gift Card options do you have?

As of right now, we have two gift card options: digital for our online store & physical for our boutique.

Can I use a digital Gift Card at the Landmark Boutique, or a physical Gift Card on the website? 

As of right now, Gift Cards unfortunately cannot be used interchangeably.

Digital Gift Cards can only be used on our website, and physical Gift Cards can only be used at our Landmark Boutique.

How do I purchase a Gift Card?

Gift Cards can be purchased under our Gift Card section. All Gift Cards are valid for one year from date of purchase.

Digital Gift Cards

Upon purchase of a Digital Gift Card, the Gift Card will be automatically sent via email to your recipient.

Physical Gift Cards

For the Landmark Boutique Gift Card, we will send a physical Gift Card to the recipient along with your message!

How do I use my Gift Card? 

Digital Gift Cards

Every Digital Gift Card will come with a unique code. Enter this unique code at checkout in order to activate and use the Gift Card.

Physical Gift Cards

To use a physical Gift Card, please bring the Gift Card with you to our Landmark Boutique. At checkout, present your Gift Card and our boutique staff for usage.

You do not have to use the entire amount of the Gift Card in one purchase. Any remaining amount of the Gift Card will be valid for one year from date of purchase.

What do I do if my gift card is lost, stolen, or damaged?

If you lose access to the Digital Gift Card, please email us at customercare@sheer.com.hk.

If your physical Gift Card is lost, or damaged, unfortunately we cannot offer any replacement or reimbursement of the value in the Gift Card.  

Can I get a refund on my gift card?

All Gift Cards are final sale and non-refundable, and cannot be redeemed in exchange for cash.

What is the refund policy for Gift Cards?l

For all purchases made with a Gift Card, only exchanges or refund to store credit is permitted within 21 days for any non-sale item.

All items returned must be in its original condition and unopened packaging, and cannot have been worn, altered, opened, or washed. Additionally, all tags and protective liners must still be attached. Sale items cannot be returned or exchanged. Please make sure all these criteria are met to be eligible for returns or exchange.

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