Customer service

Telephone

Our customer service is open between Monday - Friday

07:30 AM - 16:30 PM

+46 325-66 13 80


We help you with everything from size questions to finding the perfect product just for you

E-mail

shop@shepherdofsweden.se


Frequently Asked Questions

Here you can find the answers to our most common questions. If you can’t find the answer that you are looking for, get in contact with our customer service and we will try and help you in the best possible way.

Yes. Although it depends on what payment method you choose. If you want to pay by invoice, we can only send the products to the registered address. But if you choose a different payment method we can send the package to another recipient address. You just need to submit the address you want the package to be sent to in the checkout. You do not have to check a box to be able to send it to another address.

No, unfortunately it is not possible to change an order that has already been placed. Although you can place another order with the correct address and then contact customer service to cancel the order with the wrong address. If your first order has already been sent you will need to return the item and then place a new order. 

At the bottom of your delivery confirmation there is a link that you access to get the package number that is needed to track your package. When you have the package number you then enter it in the UPS website to track it. (https://www.ups.com/track)

On our EU page we deliver to the following countries: Belgium, Germany, Austria, Spain, Italy, Ireland, Netherlands and France. If you want to send a package to Sweden, Denmark, or Finland you will need to go on to their own pages. (https://www.shepherdofsweden.com/se/, https://www.shepherdofsweden.com/dk/, https://www.shepherdofsweden.com/fi/)

If you have ordered both home products and slippers there is a chance that the other package has not arrived because it’s been partially delivered. If this is the case, you should have received two different e-mails so check your mail to see if this is the case.

If you only ordered home products or slippers, we would like to ask you to contact our customer service by e-mail (shop@shepherdofsweden.se) as soon as possible to get the help you need.

Return the wrong item and place a new order.

It depends on what products you order. If you have ordered slippers and home products it can happen that the order splits up and is packed in two different packages. If this happens you should have received two different e-mails. If you have only ordered slippers or home products the products will be sent in the same delivery.

If you regret your purchase, please return the product within 14 days from when you received the product. In the package that you want to return there is a return delivery note. Attach the return slip to the package and go to the nearest post office and return the package. After that wait until we have received it. When your return has been received and registered you will receive an e-mail from us confirming this. Then a refund will be made within 1-3 working days.

If you have received a wrong product, we would like to ask you to return the product and place a new order.

If you have received a dirty or damaged item, we would like to ask you to contact our customer service via e-mail (shop@shepherdofsweden.se) and to send a picture of the product. There after they will help you.

If you have ordered the wrong size and would like to change it to a bigger size, you will have to return your old order and then place a new one with the right size.

If you have received a damaged product or your product has broken due to natural reasons send us an e-mail to shop@shepherdofsweden.se. In the e-mail we would like you to insert a picture of the damaged product and your order number/order confirmation. There after customer service will help you. For more information read here under point 8. In case of complaint.

It is totally fine to return parts of your order. If that is what you want to do, pause the invoice at Klarna. As soon as we have received the returned product you will get an e-mail with information that the return is registered. It then takes 2-4 workdays before the invoice is automatically updated at Klarna and the new amount is displayed.

In the event of a potential return, the product must be returned within 14 days of received package. In the package there is a return slip (return delivery note) that you need to attach to the package. There after go to the nearest post office, hand in the package and wait until we have received it. When your return is received and approved, a refund will be made.

As a customer you have free returns on sliper orders over 65 euro and on our home products you must pay the return price yourself. Itis possible to use any shopping company if you pay for the return yourself and to find out the price, we ask that you contact the shipping companyu you want to use for the return.

If you are ordering from outside of Sweden the delivery time is 5-6 days. Although deviations can occur.

When ordering from outside of Sweden we only offer one delivery option which is home delivery when UPS delivers the package to your front door. The delivery time is often 5-6 days.

If you live outside of Sweden, you don’t need to worry. The package will be delivered to your door so you just need to show your ID.

If you live outside of Sweden the package gets delivered to your front door.

För att genomföra ett byte gör du det genom att returnera din order och sedan lägga in en ny på önskad vara/storlek.

Det går tyvärr inte att göra ett byte utan en retur och ny order krävs (om du undrar hur du returnerar en vara läs här). Pengarna kommer sedan gå tillbaka till den personen som köpte presenten. Vem som lägger den nya ordern är upp till er.

If you have ordered both home products and slippers, we would want to like to ask you to wait a few days to see if there will be another delivery. It can occur that home products and slippers are sent in separate deliveries. You should have received two different e-mails so check your mail to see if this is the case.

If you only ordered home products or slippers, we would like to ask you to contact our customer service by e-mail (shop@shepherdofsweden.se) as soon as possible to get the help you need.

No, unfortunately it is not possible to do so. What you can do is return the product that you bought, and we will refund you when we receive the product.

En helt ny fårskinnstoffla eller ulltoffla kan upplevas något tajt till en början.

Fårskinn & ull är naturmaterial som töjer sig redan efter ett par dagars användning och formar sig efter din fot. För att se att du har fått rätt storlek på din toffla utgår
du ifrån hälen. Det optimala är att hälen är kant i kant med tofflans sula.

We offer three different payment methods that you can choose between.

Credit Card Payments: Payment with Visa or MasterCard is accepted. Choose the preferred card payment and follow the instructions. The goods are shipped directly after payment and no other fee will be demanded.

Invoice: We offer payment via an invoice with our collaborative partner Klarna. With invoice payments, goods are sent to the customers registered address. If the customer wishes for the goods to be sent to an address other than the customers registered address, then we ask that the customer chooses a payment method that is not by invoice. Payment shall be made within 30 days. If payment is late, the customer will have to pay a reminder fee, a default interest rate and current reference interest rate.

Payment plan: We offer a payment plan in association with Klarna. The customer can, at any time during the payment plan, pay off the remaining payment. The payment plan is offered and shown during checkout.

The invoice is sent to the e-mail address that you entered at the time of purchase, and you will always be able to find your invoice by logging in to Klarnas website or on their app. Because the customer has 30 days to pay the invoice, it’s usually sent when we activate your order. If you want the goods to be sent to an address other than your registered address, then we ask that you chooses a payment method that is not by invoice.

Unfortunately, at the moment we don’t offer a student discount. 

Unfortunately, we do not have discount codes for our website, more than in special cases, such as if you have bought a damaged product.

Unfortunately, at the moment we don’t offer gift cards.

The refund gets paid back when your return is received and approved. To let you know when we have received your return, we will send out an e-mail with information as soon as the return is registered. Then, after 1-3 workdays, you will receive the amount that you paid when buying the product. The refund is always made to the same card/account from which the payment was made.

Most come from New Zealand, Australia, the UK, Iceland or Sweden, although we are constantly on the lookout for beautiful sheepskins all over the world. To be sold as a Shepherd sheepskin, however, it must satisfy our strict requirements concerning the quality of care of the sheep.

Shepherd do not accept any form of mulesing and we guarantee that no products from us come from sheep exposed to this. There are provisions regarding the environment of the sheep, and it is included in our Code of Animal Treatment. All our skins come from sheep who have been well taken care of and have been free roaming in a natural environment.

We comply with the EU’s chemicals legislation. In addition, we continually take random samples of our products that are tested by SATRA, an independent analysis institute in the UK.

In order to be able to guarantee that the products are made under decent conditions and maintain the highest quality, we have our own factory. It means we can keep a check on the entire chain, from the tanning and dressing of the hide to the stitching and the finished product.

No, not for Shepherd. Our sheepskins are a by-product of the meat industry. We make use of the material that would otherwise go to waste.

Lanolin is the natural grease that occurs in sheep wool. Lanolin is used in products such as skin creams for its healing properties and is very good for bare feet. What’s more, it is dirt-repellent.

No. Due to our products being made of natural materials, they are not water resistant at first. However, they are dirt-repellent. We recommend that you impregnate the product, which improves the product's durability.

On every product you will find a size guide where you can se the internal dimensions of every size.

On every product you will find a size guide where you can se the internal dimensions of every size. You will also find a specification on how the products fitt further down on the product page.

It depends on which slippers you want to wash. You should not wash slippers with a hard sole in a washing machine. To get the best result and let them last  longer we recommend that you wash the slippers according to our recommendations which you can read here. (https://www.shepherdofsweden.com/eu/washing-and-care-instructions?culture=en-GB&currency=EUR&channelCountry=DE&channel=Shepherd-EU)

Slippers that don’t have a hard sole are alright to wash in a machine. Although even here we recommend that you follow our recommendations for the best result.

Shepherd guarantees 100% sheepskin in our produkts, so called doubleface. That means that the sheepskins natural prodperties will come to your benefit, and that you have a product of excellent quality.