Frequently Asked Questions

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Check out our FAQ or contact us below:

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letstalk@sheiru.com

Business Hours: M-F: 8:00am 4:00pm (CST)

Orders & Shipping

Currently, orders can take 1-2 business days to process before shipping. From there, shipping times are dependent upon location. Check out our Shipping & Delivery Page for more information on when to expect your package.

The good news is, we offer free shipping service so you don't need to worry about the cost.

Note: We can only ship to the United States, excluding Alaska and Hawaii.

Click here for more delivery information.

Oh no! We’re sorry to hear that. Our shipping carriers work independently from Aersal, but here are a few solutions we can offer:

If your package has been marked delivered and it's only been a day or two, sit tight! Sometimes the carriers scan it before it gets to you. Keep an eye out for it in the next few hours.

If the tracking hasn’t been updated in an unusually long time or if it has never been updated since the label was created, chances are it was lost in transit. Please send an email to letstalk@sheiru.com so we can help you look into this.

If the shipping address was a temporary location, we do not assume responsibility if the recipient is no longer at that address upon delivery within the projected shipping timeline.

Customer support must be notified of any lost packages within 30 days of the ship date. If a package is not reported as lost within 30 days of the ship date, customer service will not be able to assist with a replacement or refund.

Unfortunately, we can't make changes or cancel an order after it's been submitted.

An item may only be canceled if it is on pre-order. If you would like to cancel a pre-ordered item, shoot an email to letstlak@sheiru.com. with your order number and we'll handle that for you.

Once your order ships, you'll receive an email notification from us which will include an Order Lookup button and a tracking number below. You can Click through them to check their status. Please allow 48 hours for the tracking information to become available.

If you forget or lost your order number, please contact: letstalk@sheiru.com and provide your order number to our customer service team. 

Yes, your card will be charged right away. We don't store payment information for security purposes.

Returns & Exchanges

Most* sheiru products are guaranteed for 30 days after delivery date. If any issues arise during that time, the item can be returned for a refund or exchange. Items must have been purchased from sheiru.com and must be returned in their original condition and packaging (new, unused, and tags still attached). If used items are returned, a partial refund may be given in the form of store credit.

The following items do not qualify for returns or exchanges:

  1. Discounted aersal.com
  2. Gift cards
  3. extended warranties

Head to our Returns & Exchanges page for options and a step-by-step guide.
You will receive an email confirmation when your return/exchange has been processed (be sure to check your spam folder).

Heads up: If you select to exchange, but the item sells out before your return is finalized, the exchange will instead default to a refund.

Your refund will be processed once your return arrives and is processed at our warehouse. Return processing usually takes 3-5 business days and once approved you'll receive an email notification of the refund.

From there it can take your card company up to a full billing cycle to have this reflected on your statement. The refund will be processed to the original method of payment, excluding original shipping charges or return fees.

We're happy to offer a free exchange on all US orders attached within 30 days of receiving the item.

Note: Any returns that arrive past the 30-day mark will not be accepted.

We’re sorry to hear that! Please send a photo to our Customer Care Team at letstalk@sheiru.com and include your order number so we can take a closer look and help with a solution! Please note: that any claims for lost or damaged orders must be made within 21 days of the delivery date. We kindly ask our customers to adhere to this policy to ensure a prompt resolution of any issues.

Payment Issues

100% your payment information is protected with Shopify Payments. Shopify uses industry-standard security measures to protect your financial information, including encryption and other safeguards to ensure a secure and trustworthy payment process. When you use Shopify Payments, you can be confident that your sensitive information is protected to the greatest possible standard.

Should you encounter any issues with payments or orders, please don't hesitate to contact our team of customer service specialists at: letstalk@sheiru.com. They are fully prepared to assist you and resolve any concerns you may have promptly.

About Sheiru

Aersal, based in Houston, Texas, USA, operates its domestic shipping services. Collaborating with talented artisans and craftsmen worldwide, we provide a wide range of distinctive and enduring home essentials.

You can send us a message using an email to letstalk@aersal.com. Our friendly customer care team is here to help when you need us!