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Returns & Exchanges FAQ

Making Returns:

Two Sheep requests that no item be returned without first making contact with us to discuss your problem.

Returns - Change of Mind / Exchange:

Where you require an exchange because you do not like the colour or style or the size is not correct we will gladly exchange your purchase if a claim is made within 14 days of the invoice date.

1. Please advise us by email: twosheep@westhaven.org.au outlining your problem. We will respond within 3 business days.

2. Describe what you are returning.

3. Tell us why you are returning the item.

4. Tell us what you would like to exchange the item for - don't forget to include the SKU (product code - if known), a description of the item, size & colour

5. A valid proof of purchase (invoice/receipt) is provided to us prior to returning the item.

6. The items being returned MUST be returned in their original unworn condition. Any item which has been worn (not just tried on), used or marked and therefor not in it's original condition will not be accepted and will be returned to the customer "freight to pay".

7. Send goods to us at:

Two Sheep

32 Hawthorn St

DUBBO NSW 2830

We recommend sending via traceable means as Two Sheep are not responsible for items lost in transit. Remember you must pay any additional costs for insurance of tracking of the parcel. Freight charges are not refundable.

8. Please include a prepaid self addressed satchel so we may send your new item without delay.

Two Sheep will notify you via email when you exchange items have shipped.

Returns - Change of Mind / Refund:

Where you require an refund because you do not like the colour or style or the size is not correct we will gladly exchange your purchase if a claim is made within 14 days of the invoice date.

1. Please advise us by email: twosheep@westhaven.org.au outlining your problem. We will respond within 3 business days.

2. Describe what you are returning.

3. Tell us why you are returning the item.

4. Tell us what you would like a refund for the item.

5. A valid proof of purchase (invoice/receipt) is provided to us prior to returning the item.

6. The items being returned MUST be returned in their original unworn condition. Any item which has been worn (not just tried on), used or marked and therefor not in it's original condition will not be accepted and will be returned to the customer "freight to pay".

7. Send goods to us at:

Two Sheep

32 Hawthorn St

DUBBO NSW 2830

We recommend sending via traceable means as Two Sheep are not responsible for items lost in transit. Remember you must pay any additional costs for insurance of tracking of the parcel. 

Two Sheep will asses your item and if deemed returnable we will process your refund without delay. Only the item costs will be refunded. Freight costs are non refundable. 

We will notify you via email when your refund has been processed. 

Returns - Under Warranty:

Two Sheep sheepskin footwear is warranted to the original purchaser for six (6) months against defects in materials or workmanship.

Our warranty does not extend to claims that arise from normal wear & tear or where another party has attempted to rectify a problem.

Discolouration from the dye transferred from clothing with which the footwear may come into contact with is not covered by our warranty.

Minor variations in skin colour and natural markings within the skin may be apparent on some products. These are normal characteristics of sheepskin; they will not affect the wearability of the footwear and are not covered under this warranty.

Please advise us via email: twosheep@westhaven.org.au outlining your problem.

We will respond to all requests within 3 business days.

Please provide us with the following important information:

1. Photo of the entire boot/slipper/item

2. Photo of the faulty area of the boot/slipper/item

3. Your order number

4. Your proof of purchase (invoice/receipt)

5. A summary of the fault and how it occured

After receiving all the above important information, Two Sheep will assess the claim and respond with a decision within 3 business days.

If your claim is approved, Two Sheep will send you a pre paid satchel so you may return the faulty item to us.

Two Sheep will at it's discretion will repair or replace its products or component of the product found to be defective during the warranty period.

Should the item be "unrepairable", Two Sheep will at it's discretion replace the item with another of the same style, size & colour.

Once your item is repaired or replaced, Two Sheep will post your item to you without delay. We will contact you via email when your item has shipped.

 

IMPORTANT: Turn around times can vary based on the situation. Two Sheep will endeavour to complete all returns, repairs & exchanges in a timely manner. Please allow up to 10 business days for us to complete your return, repair or exchange.