Frequently Asked Questions

How can we help?

Orders

What size should I buy?

If you’re not quite sure which size is right for you, refer to our size guides displayed on the product page. They’re located beside the available sizes for each of our products.

If you are still unsure we would love to help! Visit our Customer Service page and send us messge.

I need it for a specific date, what are my options?

We completely get it! We have all had that panic moment where we needed something for a specific day or occassion!

Send us a message at info@ivorysheep.com or a DM on Instagram at @ivorysheep.com and we will do whatever it takes to get the perfect piece in your hands for your specific day!

When will my order ship?

We know how important your pieces are to you and we want you to get them as quick as possible.

All orders (not including pre-orders) will be fulfilled within 48hours or less. (excluding holidays and weekends)

Will I get charged duties?

Ivory Sheep is based out of Ontario Canada. So if you are located in Canada, then no, you don't have to worry about duties. Unfortuneately If you are located anywhere else in the world including the USA, there is a possibility you will get charged duties. It all depends on your countries local laws and customs authorities.

SALE Events & FINAL SALE Items

Am I able to return items purchased on sale?

You have 7-days from the date of delivery to return your sale event items.

Any items purchased during a sale event are only available to be returned for store credit.

FINAL SALE items are not available for returns, exchanges or store credit. They are FINAL SALE.

I purchased something earlier and now it's on sale, can I get an adjustment?

That is always the worst! Buying something full price only to see it's on sale the next day!

We don't think that's fair, so that's why we offer a 7-day grace period to adjust your price. Let us know your order details at info@ivorysheep.com

and we will adjust it right away!

Shipping

Currently we use UPS and Canada Post for all our deliveries. You’ll be asked to select a delivery method during checkout.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that we have received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

to view the full policy click here

Do you ship overseas?

Yes, we ship all over the world!

Currently for our Canada & US customers, free shipping is available on orders over $150+. Anywhere else is free shipping on orders $500+

Otherwise shipping costs will apply, and will be added at checkout.

How long until I receive my package once it has shipped?

Once your item has shipped, it all depends on the shipping choice you made at checkout.

Free shipping is generally 3-6 business days for Canada & USA. For International orders it varies from 7-20 business days.

RETURNS & EXCHANGES

Can I cancel my order?

We completely get it, we change our minds too! If you haven't received a tracking number yet. Send us an email atreturns@ivorysheep.comand let us know you would like to cancel.

How long do I have to get a full refund?

You have 7-days from the date of delivery to request a full refund to your original payment method.

After the 7-days, you have up until 14 days to request a store credit. This also includes exchanges.

If the item was on discounted because of a SALE event, you will only be given store credit.

If the item was marked FINAL SALE. No returns, exchanges or store credit will be given!

If I want to exchange my items, is shipping free?

If you are a Canadian customer and would like to exchange an item, the shipping cost for your first exchange is free of charge!

If you need to exchange a second time you will need to go to the courier of your choice and ship it back to us at your own cost. Please contact us at returns@ivorysheep.com for information on where to send the package.

*Due to a system change out of our control, we are unable to provide this to our U.S. or international customers at this time. We are working hard to find a solution to this problem.

I would like to return my order is there a pre-paid option for shipping?

Absolutely! We offer return labels for our Canadian customers.

Also if you would like to send it back on your own, thats no problem!

*Due to a system change out of our control, we are unable to provide this to our U.S. or international customers at this time. We are working hard to find a solution to this problem.

To initiate a return please email us returns@ivorysheep.com

I received the wrong item, what do I do?

This is our worst fear and we hope this never happens, but we are human and unfortunately make mistakes every now and then.

If this happens to you please reach out to us at returns@ivorysheep.com and let us know and we will do whatever it takes to make it right!

Get in touch

Have questions about your order, or a general enquiry?