FAQs
Orders
Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible. We process orders quickly, so once an order has been dispatched we may not be able to amend it.
I’ve made a mistake with my address, what should I do?
Get in touch immediately and we’ll do our best to update it before dispatch.
Delivery
How long does shipping take?
Orders are processed within 2–3 business days. Orders aren’t shipped or delivered on weekends or holidays.
Do you offer free shipping?
Yes, we offer free UK delivery on orders over £150 and free international delivery on orders over £250.
Do you ship internationally?
Yes. International orders are also processed within 2–3 business days, and you’re responsible for any customs charges/import duties in your country.
My delivery is delayed. What happens next?
If we’re experiencing a high volume of orders, shipments may be delayed by a few days. If there’s a significant delay, we’ll contact you via email or telephone.
Returns & Refunds
What’s your returns policy?
We offer a 30-day return policy from the date you receive your item.
What condition do items need to be in to return them?
Items must be unworn/unused, with tags attached, in original packaging, and you’ll need proof of purchase.
How do I start a return?
Email us at info@thesilversheep.co.uk. Returns should be sent to:
The Silver Sheep, 10–12 Chapel Pl, Tunbridge Wells, TN1 1YQ
What if my item is damaged or incorrect?
Please inspect your order on arrival and contact us immediately if it’s defective, damaged, or incorrect so we can sort it.
Are there items you can’t accept returns for?
Yes. We can’t accept returns on sale items or gift cards, and some categories are non-returnable (e.g., perishables, personalised items, personal care goods, hazardous materials).
When will I receive my refund?
If approved, refunds are issued to your original payment method within 10 business days (banks may take longer to post it). If it’s been more than 15 business days since approval, contact us.
Do you offer exchanges?
The fastest way is to return the item you have, then place a new order once your return is accepted.
Sizing & Product Info
How do I choose the right size?
We have a dedicated Size Guide with measurements and fit notes for key styles.
Where can I find product details (materials, sizing, etc.)?
Each product page includes its own details (and where relevant, sizing guidance and shipping/returns info).
Contact & Store
How can I contact you?
You can message us via the contact page, or call: 01892 459085.
Where are you based and what are your opening hours?
10–12 Chapel Pl, Tunbridge Wells, TN1 1YQ
Open Monday–Saturday, 10am–5.30pm.