Shearlord / Customer care
From finding your fit to feeling sure about your order. Everything you need to know, in one place.
Prefer to speak to us?The Shearlord promise
Try it on at home. If the fit isn’t right or you simply don’t love the jacket, request a free exchange or refund within 30 days of delivery. We pay the return shipping.
Return in original, resalable condition. Sale items included. Full return terms
Try it on. Take your time. We’ll help if it isn’t right.
You can request a free exchange or refund within 30 days of delivery, whether the fit isn’t right or the jacket simply isn’t for you. We pay the return shipping. Your jacket doesn’t need to be faulty to qualify.
We do. Contact us and we’ll send you a prepaid return label. You won’t need to pay return postage or arrange your own shipping.
Yes. We cover the return postage and the shipping of your exchange. If you need a different size, we can review your measurements and fit preferences to help you choose.
Please contact us before posting your parcel so we can cover the return shipping.
Yes. Discounted purchases have the same 30-day free returns and exchanges as full-price purchases.
Absolutely. Carefully try it on at home to check how it looks and fits. Keep it in its original, resalable condition, retaining tags and packaging where possible.
Extensive wear, alterations, damage or stains may affect eligibility for a full refund. This does not limit your statutory rights.
No. There are no restocking fees for returns or exchanges.
After your return arrives, we normally issue your refund within five business days to the payment method you used. Your payment provider may need a little longer to show the credit.
Email us with your order number and details of the problem. Photos can help us understand what happened. We’ll arrange the appropriate replacement, exchange or refund, and pay any necessary return shipping.
Use the address and instructions on your prepaid return label. Email us before sending anything back. Full details are in our Return & Refund Policy.
Personal help with the details that make a difference.
Start with the sizing information for your chosen jacket. For personal advice, send us your body measurements, preferred fit and what you plan to wear underneath. Our team can help you choose.
Contact us before ordering. The best choice depends on the style, your measurements and how much room you want for layers.
No. Body measurements describe your body; jacket measurements describe the finished garment. The extra room in the jacket allows for movement and layering. We can explain the allowance for your chosen style.
Check your chosen product for available height and size options. If you need a particular sleeve or back length, contact us before ordering so we can confirm what is possible.
Email us with your order number and requested change as soon as possible. We’ll check your order’s progress and let you know what we can do.
From our hands to your door.
Yes. Standard delivery is free, and we ship internationally. See our Shipping Policy for details.
Our standard shipping estimate is 5–8 working days. If you need your jacket for a particular date, contact us before ordering to check the expected timing for that item.
Selected products offer expedited shipping, with an estimated timeframe of 3–5 working days. Check the available options and price at checkout.
We’ll email your tracking details when your parcel is dispatched. Tracking can take around 24 hours to update. If you need help with a delivery, email us with your order number.
Know your jacket. Look after it well.
Our range includes genuine sheepskin, shearling and leather styles. Each product description identifies its materials, so you can check the details of the jacket you choose.
Natural hides have individual grain, colour and fleece characteristics. Small variations are part of the material. If the jacket you receive isn’t for you, our 30-day free returns and exchanges still apply.
Natural wool helps retain warmth. Comfort depends on the jacket, the weather, your layers and your activity. Ask us for help choosing a style for the conditions you expect.
Light rain or snow is usually fine, but sheepskin is not waterproof. Avoid prolonged soaking. Let a damp jacket dry naturally, away from heaters and direct heat.
Follow the care instructions for your jacket and use a leather or sheepskin specialist when cleaning is needed. Visit our care guide for more advice.
We offer a limited lifetime warranty for qualifying workmanship issues, including stitching, zippers and hardware. Email us before sending an item for repair so we can confirm coverage and arrange authorisation.
Warranty repair shipping is paid by the customer under the current warranty terms. This is separate from our 30-day free returns and exchanges, for which we pay return shipping.
A real team, ready to help.
We accept major credit cards. The payment options available for your order are shown at our secure checkout.
Email support@shearlord.com or use our contact form. Include your order number if you have one. We aim to answer emails within 24 hours during UK business hours.
Read customers’ experiences on Trustpilot, alongside the product reviews available on our store.
Read our Return & Refund Policy, Shipping Policy, Privacy Policy and Terms of Service.
Here when you need us
Help with your size, your jacket or your order.
