Refund policy

Want to request a return? No problem!

We offer free global returns as long as the return is within our return window. That means you’ll have 28 days from delivery to request a return.*

We always aim to process exchanges and refunds within 14 business days of the return being posted.

Head to our Returns Portal here to start.

For more information on returns, feel free to continue reading. 

*All items must be returned from the original shipping country, unworn, undamaged, and with all original tags attached. 

OK, so talk me through returns. What do I do?

Head to our returns portal and enter your order number and the email address used to place the order. If the order/item was gifted to you simply select “Gift Return” otherwise proceed with “Start Return”.

You’ll then need to complete the onscreen steps and select your shipping option.

Once the return has been generated, we’ll send you a confirmation email to let you know and further instructions on how to post your return.

Lastly, don’t forget to include your despatch note inside the parcel. We will be unable to process your return without this.

*We will accept your return providing it complies with our Terms and Conditions. All items must be returned from the original shipping country, unworn, undamaged, and with all original tags attached. 

Done. Now what?

Great. Once you have submitted your return, it's time to pack up your item(s) for posting.

Firstly - wrap your item(s) up nice and warm in the Sheep Inc. box together with all other packaging elements. *Don’t forget to include your despatch note inside the parcel. We will be unable to process your return without this.

Secondly - reseal the box and attach the return shipping label to the outside. If using a QR code instead of a shipping label, keep this safe as you will need to present it at the drop-off location. 

And finally - post the package from your post office or drop-off location and whisper it goodbye. 

You will receive tracking details just in case you would like to keep track of its journey. We will let you know when we are holding it safely in our arms and complete your exchange/refund.

Friendly note: Please keep your proof of postage for your records, at least until the return has been processed. 

Please do not post your garment without requesting a return. If you need assistance with your return please email our Customer Experience team at theflock@sheepinc.com or use our Contact Form. 

How long have I got from delivery?

You’ll have 28 days from delivery to request a return.

I can’t return it, I’m away on holiday / at work / on a ten-week holistic yoga retreat in Bali.

Sadly we do insist on receiving the knit back within our return window. That said, if you can’t return it to us in that time please get in touch with our Customer Experience team. Any decision to award a return beyond the allocated period is in Sheep’s sole discretion.

You can get in touch by emailing our Customer Experience team at theflock@sheepinc.com or by using our Contact Form.

I LOVE the knit but it just doesn’t fit. Can I exchange it instead?

Of course, you can! We’d be delighted to offer you an exchange instead of a refund, but please help by checking the knit you want in exchange is in stock first. 

To proceed with an exchange, head to our returns portal here and enter your order number and the email address used to place the order.

If the order/item was gifted to you simply select “Gift Return” otherwise proceed with “Start Return”.

Alternatively, log into your account here. If you checked out as a guest, create an account using the same email address you used to place your order.
 

Is it going to cost me money?

Nope. We paid for the label in advance!

When do I get my cold hard dollar back?

Whilst we are slightly reliant on your card provider to meet their end of the bargain, we always aim to refund you as soon as the return is posted, however, in some rare cases, refunds can take up to 14 business days of the return being posted.  

Can’t we just email you?

We love hearing from our lovely customers. Particularly when you’re reaching out to tell us how incredibly happy your new knit and sheep are in your family. For exchanges and refunds, however, we prefer the slightly less personal route and suggest using the returns portal for any return requests. This is the only way we can ensure a swift returns process.

What if it’s not as ‘new’ as it should be?

Should the item arrive with you damaged, please get in touch with our Customer Experience team here as we would be happy to help!

Otherwise, we absolutely expect you to try your knit on and strike numerous poses in front of the mirror. Just please don’t actually ‘wear’ it if you intend to return it. We check each product that is returned with a keen eye and ask that the original tags and labels remain attached.

If your item is returned to us stained, stretched, damaged or otherwise in an unsuitable condition then we reserve the right to withhold a refund/exchange. 

We cannot be held responsible for damage that is done when you are posting it back to us so please wrap it up tight so that it is protected from the elements and comes back to us looking like the day it was born.

It’s not obligatory, but if you can retain as much original packaging please do. It would really help us out. Plus it will help make your return faster so win-win. 

We don’t judge.

Returns happen. It’s part of the circle of life. So we want to make it clear that seeking a return will not affect your statutory rights.

But be nice. 

We’re good people who love knits, trees, and fluffy animals. Please be nice to us in return. 

If we have reason to believe you are taking advantage of, or abusing our return policy, we may have to deactivate your account and issue a report. We, of course, would be heartbroken to do so and hope it will never go that far, but we have to reserve this right just in case.