Policy Effective June 12th 2023: *All prices are in USD
*Please keep in mind that you are emailing a real person (not a robot). Any verbal or hostile behavior will not be tolerated.
We get it, sometimes the items purchased online just aren’t what we think they are, pictures can only go so far. That’s why we have 4 categories for returns and exchanges – Full refunds, SALE Events, Pre-Orders & FINAL SALE.
If you are not satisfied with your order for any reason, you have 7 days from the time of delivery to request a full refund to your original payment method or request an exchange. To qualify, your items must have been purchased at full price or discounted no more than 15%. Items must be in their original condition, unworn & undamaged and have all original tags attached.
Items purchased during a sale event are only eligible for store credit or exchanges. You have 7 days from the date of delivery to request an exchange or store credit.
Items for pre-orders will not be available for cancellations. You can, however, request a full refund within 7 days of receiving the item.
Any items purchased from our FINAL SALE category or marked FINAL SALE, are FINAL SALE. There will be no returns, exchanges or store credits offered.
To start a return, Please contact us
Price Adjustments & Cancellations:
Price adjustments are only provided on items that were purchased within 7 days of a promotion or sale. If your order is within the 7-day period, please email us at email@example.com and provide your name, order number and the piece you would like adjusted.
All adjustments are issued onto a store credit, which never expire and can be used at anytime.
If you would like to cancel your order, we can only do this if the order has not been processed yet. If you received a shipping email with tracking information that means the order has been processed and we are unable to cancel. Pre-orders and FINAL SALE items are not eligible for cancellations! Please email us at firstname.lastname@example.org with any cancellation requests or for more information.
Return Shipping - Domestic (Canada) & USA: (NOT VALID FOR FINAL SALE PURCHASES)
Our return labels are a flat $30 for orders purchased domestically (Canada) or in the USA. The cost will be deducted from your refund total.
For exchanges, the first shipping label is free on us! If you receive your exchange and are still not satisfied with the item and would like to exchange it again; the shipping label will be a flat $30 charge or if you prefer to send it back with a courier of your choice, please provide us with the tracking information. Items you are hoping to exchange will be removed from the site, and set aside for you, but will only ship out once we receive your original order.
Due to our current system we are unable to provide pre-paid return or exchange labels to our international customers. To return or exchange an item to us, please send the item back through a courier of your choice and provide us with the tracking information. For exchanges, items you are hoping to exchange will be removed from the site, and set aside for you, but will only ship out once we receive your original order.
We are terribly sorry about the inconvenience, and we know it’s not ideal, but we are working hard to find a solution. *Please note Ivory Sheep Collection Limited is not responsible for shipping costs for returns or exchanges!
International Duties & Taxes:
Please note, customs, duty fees, and import COD fees, are not included in your purchase. All duties fees are determined and regulated by local customs authorities. If you are an international customer (customers outside of Canada) it is possible you will be charged duties on your purchase upon delivery. International shipments are shipped out with UPS and Canadapost.
The customer is responsible for duties, taxes and any other costs that may be associated with the package. Ivory Sheep Collection Limited Is not responsible for any of these costs. We do not refund any costs for customers that reject their packages upon arrival for failure to pay duty fees.
* Please keep this in mind when making an order outside of Canada! Currently Ivory Sheep is unable to show a duty estimate at checkout. We apologize for this inconvenience.
Shipping Insurance & Lost/Undelivered Packages:
We encourage with all orders to purchase shipping insurance to insure your package. Shipping insurance can be found on the cart page, by searching shipping insurance or clicking here.
Shipping Insurance Prices:
Coverage on $100 $4.00
Coverage on $200 $7.00
Coverage on $300 $10.00
Coverage on $400 $15.00
Coverage on $500 $20.00
Coverage on $600 $25.00
Coverage on $700 $30.00
Coverage on $800 $40.00
Coverage on $900 $50.00
Coverage on $1000 $60.00
Coverage on $1500 $95.00
Coverage on $2000 $125.00
Once an order is shipped from Ivory Sheep, we are no longer responsible for the product. It then becomes the responsibility of the courier service. Should your package get lost or stolen please reach out to us at email@example.com
Please note - Ivory Sheep Collection Limited is not liable If an item is lost or stolen, please contact the courier service with your tracking number to find out more information. We can offer assistance and reach out to the couriers to start investigations, get more information, and offer any assistance or solutions for you! We do love to help you through the entire process and do anything to make sure you have a positive experience with us!
Thank you so much for shopping with us at Ivory Sheep. We are constantly looking to improve all our policies and to make everything as fair as possible for both us and our customers!
We hope your experience with us has been a good one and can’t wait to see you again!