Frequently Asked Questions
Everything we get asked most often about ordering, delivery, returns and looking after a sheepskin. If your question is not here, email hello@sheepskinhouse.com and a person will answer.
Orders & Purchases
How do I place an order?
How do I place an order?
Choose your size and colour on the product page, add it to the cart and check out. You do not need an account to buy.
If a colour is missing from the picker it has sold out rather than been hidden. Email us and we will tell you when that skin is back.
Can I change or cancel my order?
Can I change or cancel my order?
Email hello@sheepskinhouse.com with your order number as soon as you can and we will try to catch it. We pack quickly, so we cannot promise it will reach the warehouse in time.
Once a parcel has shipped the only route is a return.
Which payment methods do you take?
Which payment methods do you take?
All the usual credit and debit cards, plus Shop Pay, PayPal and Apple Pay. Shop Pay also lets you split the total into four interest free installments at checkout.
Payment is handled by Shopify's secure checkout. We never see or store your card details.
Do I need an account?
Do I need an account?
No. Guest checkout works fine. An account is only useful if you want your past orders and saved addresses in one place for next time.
How do I use a discount code?
How do I use a discount code?
There is a discount box on the checkout page, just above the order summary. Paste the code in there and the total updates straight away.
If a code will not apply it has usually expired, or the order does not meet its conditions. Send it to us and we will look it up.
Is my order confirmed?
Is my order confirmed?
You get a confirmation email within a few minutes of ordering. If it has not arrived, check your spam folder first, then email us with the name and address you used and we will find it.
Shipping & Tracking
How much is shipping and how long does it take?
How much is shipping and how long does it take?
Shipping inside the United States is a flat $9.95, and free on orders of $150 or more.
Most orders arrive in 2 to 4 business days with UPS. Everything is packed to protect the skin in transit, so a large rug ships in a bigger box than you might expect.
How do I track my order?
How do I track my order?
You get a tracking link by email the moment your parcel leaves us. If nothing has arrived within a couple of business days of your order confirmation, check your spam folder, then email us and we will send the tracking number directly.
Are duties and taxes included?
Are duties and taxes included?
Yes. Duties and taxes are included in the price you see, so there is nothing extra to pay when the parcel arrives.
Do you ship outside the United States?
Do you ship outside the United States?
The rates and delivery times above are for the United States. If you are ordering from somewhere else, email hello@sheepskinhouse.com before you order and we will tell you what is possible and what it costs.
My order arrived damaged, or something is missing
My order arrived damaged, or something is missing
Email hello@sheepskinhouse.com with your order number and a couple of photos, including the outer box if that was damaged too. Do this before you send anything back. It usually saves you a trip to the carrier and we can sort it faster.
Returns & Exchange
How long do I have to return something?
How long do I have to return something?
100 days from the day your order arrives. Contact our customer service team inside that window and we will take you through it.
How do I send a return back?
How do I send a return back?
Send the parcel to:
Natures Collection INC.
Att.: H. Poulsen
2171 Kingston Ct STE I ADY540
Marietta, 30067 GA
Then email us your order number and the return tracking number. That is the step people forget, and it is the one that lets us match your parcel to your order. Returns we cannot trace back to an order get delayed.
Can I exchange an item for another size or colour?
Can I exchange an item for another size or colour?
We do not run exchanges. Return the piece you have and place a new order for the one you want. It is quicker than it sounds, and it means you are not waiting on stock being held for you.
What condition does it need to be in?
What condition does it need to be in?
Unchanged, undamaged and in its original packaging, back with us inside the 100 days. Unrolling a rug to check the size and the shade is exactly what the return window is for. Living with it for a month is not.
If a returned piece shows wear beyond that we assess it, and you may be liable for the loss in value.
When do I get my refund?
When do I get my refund?
Once your return reaches us and is accepted you get a confirmation email, and the money goes back to the card you paid with. The full terms are in our refund policy.
I am returning from outside the US
I am returning from outside the US
Mark the parcel clearly as RETURNED GOODS and attach the invoice or return form to the outside of the box. If that paperwork is missing we are charged $15 on arrival and have to pass it on, which nobody enjoys.
Email us if you cannot find your invoice and we will send a copy.
Sheepskin & Care
Are these real sheepskins?
Are these real sheepskins?
Yes. Real hides, not a printed imitation. That is also why no two are the same: size, shape and shade shift from one skin to the next, and a photograph can only get close.
What is the difference between long hair, short hair and curly?
What is the difference between long hair, short hair and curly?
Long hair is the one most people picture. It moves, it drapes and it is the softest to sink into.
Short hair sits flatter and takes more traffic, so it is the sensible pick for a seat pad or a spot that gets walked on.
Curly is tighter and more textural. It reads as pattern rather than plush, and it hides marks well.
How do I clean a sheepskin?
How do I clean a sheepskin?
Shake it out. That is most of the job, and doing it two or three times a month stops the hair packing down. Vacuum on the lowest setting when it needs it, never on full power.
Skins with smooth hair like a brush now and then. Curly ones do not, so leave those alone and just shake them.
Most of our skins are hand wash only: cold water, a mild liquid detergent, rinsed cold. Dry flat on a rack, hair side up, away from sun and radiators, and never tumble dry. The instructions for each type are on our product care page.
Will it fade in the sun?
Will it fade in the sun?
Undyed natural skins are happy in a bright room. Dyed skins will fade under direct UV, so keep those out of a sunbeam and rotate them now and then if the room is very bright.
Does it shed?
Does it shed?
A few loose hairs in the first weeks is normal and it settles. Shake it outside once or twice and vacuum on low.
If a skin is still dropping hair after a month of ordinary use, send us a photo and we will take a look.
What size should I get?
What size should I get?
A single skin is one hide, enough for a chair, the end of a bed or a reading corner. Two hides sewn together give a runner shape, and the larger sewn rugs go up from there.
Measurements move a little between skins because they are not cut to a template, so treat the size on the page as approximate. For jackets, vests and other pieces you wear, use our size and fit guide.
Where do the skins come from?
Where do the skins come from?
They are a by-product of the meat industry, tanned in Europe and New Zealand and finished to our own standard. Nothing is farmed for the skin alone.
