FAQs

Shipping & Delivery

How long does shipping take?

generally takes 14 business days.

We generally send out your orders in 2 days. However, 1-4 days processing time is normal.
During busy time, or company holiday periods, we generally need longer to send out orders.
Please understand that we are fulfilling your orders as quickly as we can. Please use our contact form if there are any concerns.

        Once a parcel has been shipped, the delivery address cannot be modified. If you realize there’s an error in your address after placing the order, please email us immediately.  

        Please ensure your address is accurate and complete — ideally, one that can be located on Google Maps. If your address is an apartment, please include your floor and room number. 

        If the parcel cannot be delivered due to inaccurate or incomplete address information, or because the delivery person cannot access the property, you will need to contact the local courier directly. We will, however, do our best to assist you in communicating with the courier to resolve the issue. 

        If the parcel is returned to the logistics warehouse because of an address issue, we can help arrange a reshipment (within the same city only). Any reshipment fee will need to be covered by the buyer.

Areas We Ship to:

North America 
United States, Canada, Mexico

Europe 
United Kingdom, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Spain, Sweden, Switzerland

Asia
Japan, South Korea, Singapore, Malaysia, Thailand, Philippines, Vietnam, Israel

Middle East
United Arab Emirates, Saudi Arabia, Qatar, Kuwait

Oceania 
Australia, New Zealand·

Refund & Return

Do you offer refunds or exchanges?

Due to the mystery nature of our Lucky Scoops and Mystery Balls, these items are Final Sale. We do not accept returns, exchanges, or refunds for these products. For regular (non-mystery) items, we accept returns within 7 days of delivery. Items must be in their original, unused condition, and the customer is responsible for return shipping costs.

All orders are hand-inspected and carefully packed prior to dispatch. If an item arrives damaged, or defective, please contact us immediately at sydneysheofficial@gmail.com 
with clear photos of the issue. We stand behind our quality and will work with you to resolve it promptly.

Once a parcel has been shipped, the delivery address cannot be modified. If you notice an error immediately after placing your order, please email us right away. Please note that we review all addresses before dispatching. If we request address verification and do not receive a response within 3 days, the order will be cancelled and fully refunded.

If the tracking status shows "delivered" and the courier has provided proof of delivery but you claim not to have received it, we recommend filing a police report. We are willing to fully cooperate with the investigation. (Note: If a parcel is officially confirmed lost in transit by the courier, we will proactively arrange a replacement or full refund.)

payments

Why does my order shows as payment failed?

For the smoothest checkout experience, we highly recommend using the Chrome browser, which tends to resolve most common payment glitches.
Paying directly via PayPal is usually the most convenient method. If you prefer to use a credit or debit card, please be aware that our payment processor (PayPal) might not be fully compatible with all card types, which can occasionally lead to failed transactions.
If this happens, trying an alternative card usually does the trick. Always keep your personal and financial details secure, remain vigilant against potential fraud, and never hesitate to contact us if you have any questions!