FAQs

Where is my order?

I didn’t receive any order confirmation

My order is showing as delivered but I haven’t received it

There are no tracking updates on my order since it was despatched

I’ve lost my order number

Can I cancel my order?

Can I amend my order?

Can I cancel my pre-order?

Can I amend my pre-order?

I’ve received a faulty item

An item(s) is missing from my order

My parcel arrived damaged

My order has been returned to sender

I need help with a pre-order

Corporate gifting

How long does shipping take and how much does it cost?

Do you offer express shipping?

Where do you ship to?

Where do you ship from?

What couriers do you use?

Can I combine the shipping of my orders?

Do you deliver to PO Boxes?

The courier needs more information for my delivery

Which payment methods do you accept?

Do you offer Klarna?

How do I use Klarna?

My payment was declined

My payment failed but my card has still been charged

Do you offer VAT receipts?

Do you offer gift cards?

Do you offer student discount?

How do I return my order?

Can I exchange my order?

What is your returns policy?

My order was a gift, can I return or exchange it?

I need a new returns label

Have you received my return?

You’ve received my return, but I haven’t been refunded yet

I paid with Klarna, how can I get my refund?

Can I cancel or update my return request?

My knit has stretched or shrunk, help!

Design

What is the NFC tag?

Can the NFC tag be removed?

How do I choose the right size?

Where are your products made?

My products smells floral

What is the Care Guarantee?

How do I make a Care Guarantee claim?

Why do you include a sheep?

Moths have eaten my beloved knit, help!

My knit has pulls or loose threads, help!

My knit has pilling, help!

How to wash & care for your knit

I need help with stain removal

Packaging

Where is my knitwear made?

Why New Zealand farms? Why not EU or UK farms?

Sheep welfare

What is regenerative farming?

What biodiversity projects do you support?

Why is wool’s environmental impact badly rated on the Higgs Index?

Our Impact

What is The Knitwear Clinic?

How do I create an account?

I can’t log in to my account

How do I update my personal details in my account?

How do I reset my password?

How do I unsubscribe from email marketing?

Influencer enquiries

Press enquiries

Wholesale enquiries

Careers

Newsletter sign up

How can I contact Sheep Inc.?

Do you have any stores?

Corporate gifting

Black Sheep Week