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Ordering, Shipment, Delivery and General FAQs

Frequently Asked Questions

How do I place an order with you online?

Very easily! Simply select an item from anywhere on this website and then add it to your shopping basket. Once you have finished shopping, follow the checkout procedure to purchase your item(s).

What payment options do you have?

We accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, and Shop Pay through Shopify Payments. You are also to pay via Paypal or Klarna.

Can I place an order over the phone?

Absolutely! Just give us a ring on 01900 269427 and we’ll happily process your order over the phone. We have someone manning the phones from 9am until 5pm, Monday to Friday.

Can I shop in other currencies on your store?

Yes! We can send PayPal invoices in various currencies and can accept BACs payments in Euros. If you are paying with a card that uses any other currency than GBP then the exchange rate will be subject to your bank. However, please note that we aren't currently shipping overseas from our website.

I'm having an issue placing my order. Can you help?

If you are experiencing issues with our website please contact us. Please provide details of the issue you are experiencing including information about what device (Mac, iPhone etc) and browser (Google Chrome, Safari etc) you are using.

Once I have placed my order, can I amend it?

If you have had an email saying that your order has been shipped, unfortunately not. If you haven’t had this email then, yes. You can either cancel your order and reorder it or just get in touch with us regarding the changes you’d like to make to your order.

Is it possible to cancel my order?

If you have had an email saying that your order has been shipped, unfortunately not. If you haven’t had this email then, yes you can. Please call us on 01900 269427 as soon as you can.

Where is my order?

Please refer to our shipping policy for all information on dispatch and delivery timeframes.

Do you ship outside the UK?

Unfortunately, we are currently only shipping to addresses within the UK (excluding the Channel Islands) from our website. This is due to ongoing issues with customs and delivery. However, you can still get our products via our international sellers. Here is a list of our international suppliers: Channel Islands – Amazon UK, Republic of Ireland – Kerry Biofuels, Continental Europe – the relevant Amazon store for your country (e.g Amazon France, Amazon Germany etc), US & Canada – Cleverly Solved, Australia – Amazon Australia.

Has my order been dispatched?

You should receive an email notification informing you of when your order has been dispatched. We try to dispatch orders the next working day, however in busier times it may take slightly longer. Please refer to our shipping policy for more information.

How long will my order take to be delivered?

Please refer to our shipping policy for shipping options and timeframes.

What is your refund policy?

I want to return an item. How do I do this?

I want to exchange an item. How do I do this?

The quickest way to get the correct item is by returning the incorrect item for a refund and making a new order to buy the replacement item online. Our returns policy can be found here.

My item has arrived damaged/faulty. What do I do?

We are very sorry this has happened. Please get in touch with us to discuss the issue and we can either send you out a new one or give you a refund.

I have ordered one of your products through Amazon and there is an issue with it. Who do I contact?

For all Amazon orders, you will need to make contact through Amazon.

Do I need to obtain a tracking number for my purchase if I am returning it?

If possible, yes. At the very least, please retain your proof of postage until the item has arrived back at our warehouse and a refund has been given.

Do you have a newsletter I can sign up to?

Yes, we do! You can sign up to it here.

How do I unsubscribe from your newsletter?

Each newsletter comes with an unsubscribe option at the bottom. Just click that and it will automatically unsubscribe you. Alternatively, you can email us directly at and we can take your details off our mailing list.

What is Buy Land Plant Trees?

Buy Land Plant Trees is our Community Interest Company that buys agriculturally useless land and plants trees on it. 20% of the profit from Chimney Sheep goes towards Buy Land Plant Trees. You can read more about the work we do here.

What is Operation Wool?

Operation Wool is our annual collection of Herdwick sheep wool which we use to make our Chimney Sheep and many of our other products. You can read more about it here.

What is The Flock?

The Flock is our Chimney Sheep community. It is our way of keeping in touch with you (we promise we won’t bombard you with complete and utter rhubarb!) Sign up and receive energy saving tips, gardening advice, news about our latest products, progress updates on our Buy Land Plant Trees initiative and exclusive access to our secret sales. To sign up, head over to this page.

Where is Chimney Sheep based?

Chimney Sheep HQ is in Workington, Cumbria.

Are you a sustainable company?

Yes! Sustainability is at the heart of everything we do and sell. You can read more about our sustainability policy here.