frequently asked questions
SHIPPING
What is the processing time for my order?
Orders will be processed and shipped within 7–9 business days. You’ll receive a confirmation email with tracking information as soon as your order is on its way.
Where do you ship?
We currently ship to the 48 contiguous states in the U.S. (excluding Alaska and Hawaii), as well as Washington, D.C.. At this time, we do not offer international shipping or shipping to U.S. territories such as Puerto Rico, Guam, or the U.S. Virgin Islands. We are working towards expanding our shipping options in the future, so stay tuned for updates!
Do you charge for shipping?
We offer a flat rate shipping fee of $7 for all orders within the United States.
Free shipping promotions may be offered periodically. Be sure to check our homepage or subscribe to the Shepherd’s Circle to stay updated on special offers.
ORDERS AND PAYMENT
Which payment methods do you accept?
We currently accept all major credit cards (American Express, Discover, MasterCard, and Visa) in addition to PayPal and Apple Pay.
Can I cancel or edit my order after placing it?
Our fulfillment center begins processing orders quickly so we aren’t able to accommodate changes to most orders. Please contact our team immediately at hello@shepherdof23.com with your order info and we will do our best to address your cancellation request, but cannot guarantee any changes can be made after an order is placed. During times of high order volume we are unable to cancel or edit orders. We are not responsible for any address errors or order delays after your package leaves our facility.
What if my order is damaged or incorrect?
If your order arrives damaged or incorrect, please contact us at hello@shepherdof23.com within 5 days of receiving it. We’ll work to resolve the issue as quickly as possible.
When will my credit card be charged?
Your credit card will be charged as soon as your order is processed.
Why was my order cancelled?
As a new brand, we have a limited amount of inventory available for customers to purchase. To ensure access to our products, our fraud system may cancel orders from customers attempting to rapidly purchase within a short duration, to protect all parties. It’s in violation of our terms and conditions to create multiple accounts in order to place orders.
Shepherd of 23 strives to protect its customers and the brand’s integrity by adhering to compliance standards, including our Terms of Service. Please visit this page to review our Terms of Service.
RETURNS AND REFUNDS
How can I return an item?
If you'd like to return an item, you can do so directly from your account here. Items must be unworn, unwashed, and in their original condition, and must be returned within 18 days of receiving your order.
Please note, a flat $7 shipping & handling fee will be deducted for refunds to your original payment method.
Can I exchange and item?
We don’t process direct exchanges at this time. To exchange an item, you’ll need to return the original and place a new order for the replacement.
How long does it take to process a return?
Once your return is received and inspected, we’ll process your refund or store credit within 5–7 business days.
Do you charge a fee for returns?
Yes, there is a flat $7 shipping & handling fee for refunds to your original payment method.
Note: Original shipping charges are non-refundable.
CONTACT US
How can I contact the Shepherd of 23 team?
Feel free to reach out to us at any time — we’re here for questions, product recommendations, and feedback. Just email hello@shepherdof23.com. For order and return inquiries, be sure to include your order information to help us serve you faster.
Our customer service team is available via email Monday-Friday, 9AM-5PM PST excluding holidays. We will respond to your inquiry within 2-3 business days. Please refrain from sending additional emails on your current thread, as this will result in your message being sent to the back of the queue.
