Store Policies

By purchasing from Pineapple Sheep, you are agreeing to abide by the following policies:

Shipping Times

  • Orders may take 7+ days to be fulfilled, especially if there is a large volume of orders at one time, like during shop updates or holidays.
  • The shipping time estimates in the checkout page may not accurately reflect when your package will actually arrive.
  • Paying for Priority 2-3 day shipping means that the post office will ship your item faster. It does not mean that we will pack your order faster (though I try to be speedy with packing, I am usually a one-woman team). 

We are a small business, which means we have a very small team (of one!) who packs and ships all orders. We do not work on weekends or major holidays. We apologize for any inconvenience, and greatly appreciate your patience with us!

If you'd like a package to be packed sooner, please send an email to hello@pineapplesheep.com, and we will see if we can move your order to the top of the queue. No guarantees during the holiday season. 

Orders will be shipped to the address provided at checkout. Please make sure this information is correct. We are not responsible for lost packages due to an incorrect address, nor are we responsible for replacement shipping costs in such circumstances.  If you realize your order contains incorrect info, please contact us as soon as possible at hello@pineapplesheep.com.

 

Returns & Exchanges

Pineapple Sheep is a small business, so returns and exchanges can end with us losing more money than we made. Thus, we do not accept exchanges. 

With the exception of custom commissions, pre-ordered items, sale items, and Print on Demand services (which are not fulfilled by us), Pineapple Sheep has a 30-day return policy, which means you have 30 days after receiving your item to request a return. But we would very much appreciate it if you would be careful and think thoroughly through your purchases before buying!

Preorder purchases can be canceled and refunded within 12 hours of purchase. Non-preorder purchases can be canceled and refunded up until they have been shipped. Once they have shipped it is too late.  

  

Customs & Fees

If you live outside the US, your local custom's office might tack on additional fees and tariffs. The customer is responsible for any customs fees incurred. If you choose to not pay the fees and have your package returned, we can only refund the product cost, not the shipping cost that was already paid and spent. 

 

Differences between pictures and product received

Quirks of Nature: Please be aware that Pineapple Sheep products are each made by hand, and are thus subject to slight differences. No two products are exactly the same, and it is expected that there will be differences from the photographed products on our site. This is what makes handmade products so unique and special! These should not be looked at as defects. Be assured that we will take the utmost care in selecting pieces of quality for you, even if pattern or design differences exist. If you'd like to see a picture of the exact piece you've purchased before it is shipped, please email hello@pineapplesheep.com within 2 hours of purchasing, and I'll send you a quick photo. <3

Color: Due to differences in lighting when taking pictures, as well as screen colors, the colors in a picture may not match the product exactly. We do our best to match the actual color to the product photographs, but they are not always exact. 

Jewelry: Earrings and other handmade arts are individually created by one person, and subject to various differences, even across each earring in one pair. These differences may include:

  • pattern or design inconsistencies
  • small dents, smudges, dust, or fingerprint marks
  • asymmetrical earring compositions

All of these things are part of the piece's story and are what make handmade goods so special. Any earrings not listed as Defective will fall within these parameters. If you feel that your earrings were damaged in transit, please send a picture to hello@pineapplesheep.com, and we will review your case. 

 

Defective Items

If you feel you have received a defective product, please email customer service ( hello@pineapplesheep.com) a picture of the defective item within 3 days of receiving your order. If we determine that there is a major issue with the product after reviewing the case, we will do our best to fix it. 

 

Repair Policy

I want your art to last as long as you do!! If you have bought a jewelry piece or a worry stone and it suffers from daily wear damages, I have a lifetime repair policy, which means you just have to pay for shipping and I will repair your piece for free! Other products may not be susceptible to repairs due to their nature, and some damage may be irreparable. What constitutes as repairable or irreparable damages is up to my (Pineapple Sheep's) discretion on a case-by-case basis. Contact me if you're unsure about the extent of damages!

If you have a piece that needs repairs, let me know and I'll help you out. :)

 

Preorder and Commission Cancellation & Refunds

By purchasing a preorder or commission item, you are agreeing to pay for a product and wait the required time for the product to be made and shipped to you. If you wish to cancel your preorder, you must contact Pineapple Sheep within 12 hours of purchase to receive a refund. After 12 hours, cancellation and refund requests will no longer be accepted for preordered items.

It is our commission policy to provide a rough sketch before payment is required. Payment is expected by half after reviewing the sketch and in full after the finalized concept has been determined but before product creation. Pineapple Sheep will work within the timeframe agreed upon in the original commission agreement after payment is received. After the first payment, you must contact Pineapple Sheep within 24 hours of purchase to receive a refund and cancel the order. After 24 hours, a partial refund may be issued based on time spent designing the product. After the second payment, cancellations and refunds will not be accepted and the commissioned item may or may not be completed.

Attempting to circumvent refund policies by issuing chargebacks through your bank or payment provider once the designated cancellation window is not very nice. Pineapple Sheep is a small business, and chargebacks costs us a huge fee. Evidence will be sent to the bank that by making your preorder or commissioned item purchase, you have checked a box saying that you agreed to these terms. 

 

European Union 14-day cooling off period
Notwithstanding the above, if the product is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.