Returns/Refunds/Issues with your Order

Details of consumer rights with regard to online purchases can be found in a variety of places including:

Our policy lasts 14 days. If 14 days have gone by since receipt of your purchase (i.e. the date of delviery) unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and returned within 14 days of making us aware of your intention to return. 

Several types of goods are exempt from being Returned/Refunded

Perishable goods such as food, flowers, newspapers or magazines cannot be returned.

We also do not accept products that are intimate (i.e. makeup) or sanitary goods, hazardous materials, or flammable liquids or gases.

In addition ALL personalised/and customisable items are exempt from refund due to the hand crafted nature of the product unless an error has been made by us or the manufacturer. 

Items that have been personalised cannot be cancelled once they have entered the production process. If you still wish to cancel the order beyond this point 100% of the order will still be charged. Please check your spelling(s) instructions carefully as errors made by you will not be considered valid for issuing of refund.

Please do not send your purchase back to the manufacturer. Please contact us on for the address to which send returns

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded and instead a credit note will be provided.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and we will confirm the address which the items need to be returned to.

To return your product, send us an email at and we will provide you with the return address.

You will be responsible for paying for your own shipping costs for returning your item. Please note than original postage costs are not refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Lost Items
Sometimes (though thankfully rarely) items go missing in the post. Please allow 21 days after ordering before letting us know about orders that haven’t been received. Each claim will be dealt with on a case by case basis by The Sheep Shack Shop
Damaged Items/Items Missing from an Order
Unfortunately sometimes items are damaged in the post despite our best efforts at packaging. Claims for damaged items must be received within 48 hours of receipt of your item and include photographs of the damage in order for us to launch an investigation. Delays beyond this may result in your item not being eligible for full refund/replacement.
On occasion we also sometimes accidentally forget to include an item. If an item is missing from your order you must notify us within 48 hours of receiving your parcel.