Customer Care

Please utilize the email provided under the "contact" section for any inquiries, comments, questions, or concerns regarding the store or products. Hidden Sheep is proud to help any and all customers. We usually responded to emails in 1-3 business days.

Thank you for your support.

 

Privacy Policy

This privacy policy sets out how Hidden Sheep uses and protects any information that you give Hidden Sheep when you use this website. Hidden Sheep is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Hidden Sheep may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect

We may collect the following information:

  • name

  • contact information including email address

  • demographic information such as postcode, preferences and interests

  • other information relevant to customer surveys and/or offers

What we do with the information we gather.

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.

  • We may use the information to improve our products and services.

  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.

  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customize the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyze web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyze data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen. You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you, please write to PO Box 375, Cumberland, BC. V0R1S0.

If you believe that any information, we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

 

 

Shipping & Returns

 

When will I get my order?

 

Usually, it takes 2–4 business days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

  • Canada: 5-8 Business days

  • USA: 6–8 business days

  • Europe: 8–14 business days

  • Australia: 8–14 business days

  • International: 10–20 business day

 

Will COVID – 19 effect delivery of my order?


Our fulfillment times may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.

 

Where will my order ship from?

All our products are shipped from Cumberland, BC. Canada 

 

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

 

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

  • Check your shipping confirmation email for any mistakes in the delivery address

  • Ask your local post office if they have your package

  • Stop by your neighbors in case the courier left the package with them

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at with your order number.

info@hiddensheepclothing.com 

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

ORDERS

How do I track my order?

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at info@hiddensheepclothing.com 

I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged or was incorrect. To help us resolve this for you quickly, please email us at info@hiddensheepclothing.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

What’s your return policy?

Everyone’s body is different and sometimes the fit is not right, please let us know by contacting us. And we be happy to resolve this for you. 

 

Can I exchange an item for a different size?

Yes, we will do exchanges on size, items can be exchanged within 30 days of purchase in original condition (unworn and unwashed) for exchange or shop credit. Please fill out the return form and send with your order. Customers are responsible for the return shipping to us, we’ll cover the cost back to you