Returns & Exchanges

Last updated: March 2026

14-Day Return Window

We offer a 14-day return window from the date your order is delivered. If 14 days have passed since delivery, unfortunately we are unable to offer a refund or exchange.

Conditions for Return

To be eligible for a return or exchange, all of the following conditions must be met:

• Unworn and unused — the item must not have been worn, washed, ironed or altered in any way. Items showing signs of wear, odour, stains or pet hair will not be accepted
• Original packaging — the item must be returned in the exact packaging it was delivered in, including any tissue paper, bags or boxes
• Tags attached — all original tags, labels and hygiene stickers must still be intact and attached to the item
• Proof of purchase — please include your order number or order confirmation email

Important: Items that do not meet these conditions will be refused and returned to you at your cost. We reserve the right to decline any return that appears to have been used or worn.

How to Initiate a Return

Starting a return is easy. Just follow these steps:

1. Email us at hello@woollywonders.com with your order number and the reason for your return or exchange.
2. Receive instructions — our team will reply within 24 hours with your return authorisation and shipping address.
3. Ship the item — pack your item securely and send it to the provided address. We recommend using a tracked shipping service.
4. Confirmation — once we receive and inspect your return, we will send you a confirmation email with your refund or exchange details.

Refund Processing

Once your return is received and inspected, we will notify you via email. If approved:

• Your refund will be processed to your original payment method
• Please allow 5 to 10 business days for the refund to appear on your statement, depending on your bank or card issuer
• You will receive an email confirmation once the refund has been issued

If you have not received your refund after 10 business days, please check with your bank or card provider first, then contact us at hello@woollywonders.com.

Size Exchanges

Need a different size? We are happy to help with size exchanges within the 14-day window.

• Email us at hello@woollywonders.com with your order number and the size you need
• The item must be unworn, unwashed, with tags attached and in its original packaging
• Size exchanges are subject to availability — if the size you need is out of stock, we will offer a full refund
• Once we receive your original item in acceptable condition, we will ship the replacement to you
• If the replacement item is a different price, we will process the difference as a charge or refund accordingly

Non-Returnable Items

The following items are final sale and cannot be returned or exchanged:

• Custom orders — personalised or custom-made items created to your specifications
• Sale items — items purchased at a discounted or clearance price
• Gift cards — digital or physical gift cards are non-refundable

Damaged or Defective Items

We take great care in crafting and packaging every order. However, if you receive an item that is damaged, defective or incorrect, please contact us immediately.

• Email hello@woollywonders.com within 48 hours of delivery
• Include photographs of the damage or defect along with your order number
• We will arrange a free replacement or full refund — no return shipping required for damaged items

Your satisfaction is our priority and we will always do our best to make things right.

Return Shipping Costs

• Standard returns and exchanges: The customer is responsible for return shipping costs. All returns must be sent to our US address via a tracked shipping service (we recommend USPS). We cannot be held responsible for items lost in transit.
• International returns: If you are returning from outside the USA, please contact us first to arrange the most cost-effective return method.
• Damaged or defective items: We will cover the return shipping cost or arrange a prepaid return label via USPS.
• Free shipping orders: If your original order qualified for free shipping (orders over $80) and the return brings the order total below the threshold, the standard shipping cost may be deducted from your refund.

Shipping Information

All orders are shipped from the USA via Standard Shipping / USPS.

• Domestic (US): 3–5 business days, $7.99 — tracking included with all parcels
• Canada: 7–10 business days
• International (UK, Europe, Asia, AU/NZ): 7–14 business days
• Free shipping: On all orders over $80
• Tracking: Included free for domestic orders. Available as an add-on for international orders at checkout.
• Eco-friendly packaging: All orders are packed in sustainable, eco-friendly packaging

Questions?

If you have any questions about our returns and exchanges policy, we are here to help. Reach out to us at hello@woollywonders.com and our team will get back to you within 24 hours.