Frequently Asked Questions
FAQ
What payment methods are accepted?
We accept all major credit cards, visa debit cards, apple pay and google pay through our payment provider - Shopify Payments.
We also use a buy now pay later service called Sezzle.
What is the return policy
There is a 7-day full refund policy from the delivery date. This only applies to full-priced items (*items discounted no more than 15%)
Pre-orders aren't available for refunds while in production. Once you receive your pre-order item, you have 7-days to request a full refund from the date of delivery.
If the item was discounted because of a sale event or marked FINAL SALE, these items are not available for returns or refunds.
To learn more please read our full Return Policy
What condition should the item be in for it to be eligible for a return?
The item should be in the same condition you received it in. Items must be in their original condition, unworn & undamaged and have all original tags attached.
We reserve the right to refuse a return if the item shipped back does not meet this criteria.
How do I start a return?
To see if you have an item eligible for return. Please read our return policy.
If your item is eligible and would like to do a return or exchange. Please contact us.
What happens if my package is lost or damaged during transit?
Ivory Sheep is not liable or responsible for lost or damaged packages during transit and will not issue refunds under these circumstances.
We offer and encourage everyone to purchase shipping insurance with their order at checkout to protect your items.
Can I change the shipping address after placing an order?
You can as long as we haven't shipped out your order.
Unfortunately if you received a tracking number already you will have to get in contact with the shipping carrier and see if they can change it on their end.
How long will it take to receive my order?
Orders are usually fulfilled within 1-3 business days. (excluding pre-orders, holidays and weekends)
Pre-order items take longer and in certain cases, time frames are out of our control. They can be delayed due to a number of reasons including manufacturing delays, shipping delays, customs, holidays etc.
An item says Pre-order, what does that mean?
Most of our pieces are small batch and our quantities are extremely limited. Doing this allows Ivory Sheep to control our quality as well as reduce over production.
This means that we only produce what is ordered in batches and the item(s) are not stored on hand and ready to ship immediately.
Learn more about why we do pre-orders here
Why do pre-order items take so long?
Our pre-order pieces typically take 45-60 business days. Since the pieces we produce are small-batch,unique, have a lot of detail and in most cases have hand sewn appliques. This leads to longer production time than fast fashion.
Pre-Order prices have changed, why?
Most of our pieces are small batch and our quantities are extremely limited. Doing this allows Ivory Sheep to control our quality as well as reduce over production.
We are constantly re-ordering and sourcing new materials only for what is needed, rather than bulk producing pieces.
Because of this costs of manufacturing, sourcing materials, inflation, shipping costs etc. are always changing and we have to adjust the price of the garments accordingly.
This can result in a price increase or decrease.
For more information, please contact us.