Frequently Asked Questions
Returns & Exchanges
What is your return window?
You may request a return or exchange within 7 calendar days of your order being marked as delivered. All items must be in new, unworn, unwashed condition with tags attached and in original packaging.
How do I start a return?
Simply open the "start a return" at the bottom of the website. Be sure to contact us within the 7-day window to request a return. Once approved, your return must be shipped back within 10 days. Returns shipped after this period will be void and considered Final Sale.
How long does it take to process a refund?
Once your return is received and approved, refunds are issued to your original payment method within 5–7 business days. Please note: duties, taxes, and shipping fees are non-refundable.
Who pays for return shipping?
Canada & USA: You may return using your own tracked shipping method or request a prepaid label. If you choose our label, $35 will be deducted from your refund.
International: Customers are responsible for their own tracked return shipping.
Do you offer exchanges?
Canada: One complimentary exchange per order is available. Any additional exchanges are subject to a $35 shipping fee.
International (outside Canada): At this time, we do not offer exchanges.
What items are Final Sale?
The following cannot be returned or exchanged:
* Sale or promotional items discounted 15% or more.
* Items marked FINAL SALE (including earrings, intimates, and hair accessories)
* Pre-orders or made-to-order pieces purchased on sale.
* Bespoke or custom designs.
* Unauthorized returns, or returns postmarked after the 7 day window.
What about duties and taxes on returns?
Canada & USA: If duties or customs fees are charged back to Ivory Sheep during return shipping, these will be deducted from your refund.
International: Customers are responsible for all import duties, taxes, and tariffs. Prepaid duties at checkout are non-refundable. Orders refused due to unpaid duties are ineligible for refunds.
Can I return a pre-order?
Pre-orders cannot be canceled once placed. Once delivered, they may be returned within the 7-day window (unless marked FINAL SALE or purchased on promotion). If production minimums are not met, we reserve the right to cancel and refund your order in full.
Shipping
Where do you ship from?
All orders ship directly from Ontario, Canada.
How long does it take to process my order?
Orders are typically processed within 1–2 business days (excluding weekends, holidays, pre-orders, and made-to-order pieces). Once shipped, you’ll receive a tracking number via email.
Do you offer free shipping?
Yes. We offer free shipping on orders over $150 USD (before taxes and discounts).
What are your shipping rates and timelines?
Canada:
*Standard (4–8 business days): $15 or free over $150
*UPS Express (1–2 business days): Calculated at checkout
USA:
*Flat Rate (4–8 business days): $15 or free over $150
*Express (1–2 business days): Calculated at checkout
International (Worldwide):
*Standard (4–8 business days): $50 or free over $150
*Express (1–2 business days): Calculated at checkout
Duties & taxes may be included at checkout for certain countries (DDP).
Which carriers do you use?
We work with a variety of trusted carriers including UPS, Canada Post, FedEx, Purolator, DHL, USPS, APC, and PostNL.
Do I have to pay duties and taxes?
International & U.S. Buyers: All shipping options at checkout include DDP (Delivered Duty Paid). Duties and tariffs are prepaid at checkout, so no surprise fees on delivery. Please note: rare local brokerage or handling charges may still apply and are the buyer’s responsibility.
Do you offer return shipping labels?
Canada & USA: Prepaid return labels are available for $35, deducted from your refund.
International: Customers outside Canada/USA must arrange and pay for their own tracked return shipping. Any duties or fees incurred on returns will be deducted from your refund or store credit.
What if my package is lost or stolen?
Ivory Sheep is not responsible for lost, stolen, or damaged packages. If this occurs, we’ll assist you in initiating a carrier claim, though compensation or replacement cannot be guaranteed.
We strongly recommend purchasing shipping insurance at checkout to protect your order. Once shipped, packages become the responsibility of the courier. Ivory Sheep is not liable for lost, stolen, or damaged parcels, but we’ll gladly assist you in opening a claim with the carrier.
Products & Pricing
What sizes do you carry?
Ivory Sheep is proudly size-inclusive, offering pieces in sizes XXXS–7X. Each design is crafted to flatter across this full range.
How are your pieces made?
Every Ivory Sheep garment is made in small batches by certified ethical partners (BSCI, SEDEX, Gold WRAP). Our focus is on heirloom-quality details, slow fashion, and limited releases. Ensuring each piece feels like a treasure.
Are your products limited edition?
Yes. Most Ivory Sheep designs are produced in small, carefully planned quantities. Once sold out, they may not return, making each item truly special.
Do you offer custom or made-to-order designs?
We occasionally offer bespoke and made-to-order pieces, which are marked clearly on the product page. These are Final Sale and crafted especially for you.
What currency are prices listed in?
All prices are set in USD for consistency and then converted to your local currency at the current days rate.
Why are Ivory Sheep pieces priced higher than fast-fashion brands?
Our pricing reflects:
*Ethical production standards
*High-quality materials and finishes
*Slow fashion design (small-batch, not mass-produced)
*Size-inclusive patterning (XXXS–7X)
*Luxury packaging and customer service
Every Ivory Sheep piece is designed as an investment in story-driven, heirloom fashion, not disposable clothing.
Do you ever run sales?
We occasionally offer promotions, but because our production is small-batch, most pieces sell out at full price. Sale items and pieces discounted 15% or more are Final Sale.
How do pre-orders work?
When you place a pre-order, your piece is reserved and sent into production. Pre-orders cannot be canceled, but they may be returned once delivered (unless marked Final Sale or purchased on promotion). If a production minimum isn’t met, we will cancel the pre-order and issue a full refund.
Are duties and taxes included in the price?
USA & International: Duties and taxes are prepaid at checkout (DDP), and included in your order total.
Sizing & Inclusivity
What sizes does Ivory Sheep carry?
We proudly offer sizes XXXS through 7X, because beauty and fantasy should belong to everyone.
How are your garments sized?
It varies, most times it's a true to size fit rather than fast-fashion vanity sizing. Each product page includes a detailed size chart and fit guide to help you find your perfect fit.
What if I’m between sizes?
If you’re between sizes, we recommend sizing up and having the garment adjusted by a trusted local tailor. It’s always easier to remove fabric than to add, and this ensures the best fit for your body.
Why is inclusivity important to Ivory Sheep?
From the beginning, Ivory Sheep was built on the belief that dreamwear belongs to every body. We design with inclusivity in mind so that no one has to choose between fantasy and fit.
Do you plan to expand sizing even further?
Our size range was recently expanded from XXS–7X to XXXS–7X, already surpassing most luxury and fast-fashion brands. Still, we are always listening to our community and remain open to expanding further where there is need.
Production & Care
Where are Ivory Sheep pieces made?
Our garments are ethically produced from all over the world in small batches through certified partners (BSCI, SEDEX, Gold WRAP). This ensures fair working conditions and sustainable practices while allowing us to maintain heirloom-level quality.
How often do you restock styles?
Most Ivory Sheep pieces are limited edition. Once a style sells out, it is often gone for good. Occasionally, we may bring back beloved designs, but restocks are rare. We tend to never create more than 100pieces across all sizes of a style.
What materials do you use?
We select fabrics for both beauty and longevity: silk organzas, delicate laces, custom prints, and soft or structured cottons. Each textile is chosen for its ability to create drama, romance, and comfort. At times, we may use materials such as poly organza or polyester when certain structural or design elements require it, ensuring the garment achieves its intended shape and artistry without compromise.
How should I care for my Ivory Sheep piece?
Most garments are designed to be dry clean or hand washed only, given the delicate fabrics, layers, and construction details. Please always check the care label inside your garment for exact instructions.
*Store your piece in a cool, dry place, ideally in a garment bag.
*Avoid hanging heavy dresses for long periods (lay them flat to preserve shape).
*Handle bows, tulle, and lace with care to maintain structure.
Do you offer repairs or alterations?
In certain cases, yes. We occasionally work with a trusted local tailor for special adjustments, but we generally recommend finding a skilled tailor in your area who specializes in delicate fabrics.
This is usually the fastest and most effective option, allowing the garment to be adjusted specifically to you in person.
Community & Engagement
Does Ivory Sheep have an affiliate program?
Yes. We occasionally open our affiliate program around new drops and special releases. Affiliates earn commissions by sharing Ivory Sheep with their own communities. Keep an eye on our announcements or click here to find out more about the affiliate program if you’re interested.
Where can I connect with Ivory Sheep?
You can find us across all major socials: Instagram, TikTok, Pinterest, Facebook, and YouTube, where we share new releases, behind the scenes glimpses, and the unfolding story of Ivory Sheep. Join us there to be part of the flock.
Instagram @ivorysheepclothing.
Facebook: @ivorysheepclothing
Tiktok @ivorysheepclothing
Pinterest: ivorysheepclothing
Youtube @TheIvorySheepCollection