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  • Returns

    Returns and Exchanges Australia

    As a small business with a range of high demand, often seasonal pieces we only offer returns for store credit only. Please note that all underwear and sale items are final sale.

    Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We have strict protocols for protecting garments in our care from moths. Once items leave our studio and land with you their safe storage is out of our control. Therefore it is important you inform us of any faults detected in the garment within 7 days. 

    If you decide to return any pieces please do so within 14 days of receiving your order. We don’t cover return shipping costs. Items must be unworn and unwashed, with the tags still attached and all product packaging in tact for resale.  Once we receive your return and verify the quality, we will send you a Store Credit “Gift Card” which can be redeemed at checkout in full or in part until the total amount is used up. There is no expiry on Store Credits issued.

    Since you will be liable for any lost or damaged packages we recommend using a carrier that provides tracking and/or registration. 

    We actively avoid selling Superwash Merino wool which is a chemical treatment enabling the garment to be machine washed without extra care. Shrinking/felting a wool garment occurs when the item has been washed incorrectly. It is not indicative of a fault and there is no exchange/refunds after a garment has been washed. (Please note there are a small number of socks and tights that are Superwash treated - the information is disclosed on the product page).

    See below for Q&A about Returns/Exchanges with Woollykins.

    Returns and Exchanges FAQ

    As a small business with a range of high demand, often seasonal pieces we only offer returns for store credit only. Please note that all underwear and Sale items are considered Final Sale. 

    If you decide to return any pieces please do so within 14 days of receiving your order. We don’t cover return shipping costs but will cover new outgoing shipping costs for exchanges. Items must be unworn and unwashed, with the tags still attachedand all product packaging intact for resale.  Once we receive your return and verify the quality, we will send you a Store Credit “Gift Card” which can be redeemed at checkout in full or in part until the total amount is used up. There is no expiry on Store Credits issued. 

    Since you will be liable for any lost or damaged packages we recommend using a carrier that provides tracking and/or registration. 

    Please inspect all items received upon receipt. Any fault with the garment cannot be determined after wearing and/or washing or being stored for a period before opening. 

    We avoid most Superwash Merino wool which is a chemical treatment to make wool machine washable. Shrinking/felting a wool garment occurs when the item has been washed incorrectly. It is not indicative of a fault and there is no exchange/refunds after a garment has been washed.

    Fill in the returns slip provided on the back of your order sheet that came with your order within 14 days of receipt of the goods

    Send item/s back unworn in original packaging with all tags attached to: Woollykins Returns, Shed 90, 9 Walker Street, Castlemaine 3450 VIC. (Please try to re-use the compostable satchel you received your order in)

    When your return has been received we can send out the item requested for exchange. 

    Exchanges will be dependent on stock availability. 

    QUICK EXCHANGE - If you're concerned about availability or want to expedite this process, Re-order the desired item online to the equivalent value at least of your return and we'll send you out a pre-paid returns label for the return of the unwanted garments with your new order. When your returns come back to us we will refund those items. IMPORTANT!Please email orders@woollykins.com.au to advise us of your Quick Exchange so we know to include a returns label with your new order. 

    Please note there are no returns or exchanges on Sale or Clearance items or items that have been washed or worn. 

    1. Send us back the products neatly packaged in new condition, unworn and with ALL tags and the product's own packaging. Please consider the next person receiving this item, it must be in a resalable condition. Shoe boxes must not be damaged by postage address labels so please wrap or send in a satchel. Try to re-use the satchel you received the items in. We do not accept returns if the shoe box has been used as the shipping box.

    2. Enclose the Returns Slip on the reverse of your Order Sheet that came with your order. If you do not have this sheet - be sure to include a note with your name and order number so we know who you are. 

    3. To request a Direct Exchange - please note this on your returns form with details of the size/colour of choice. See FAQ above: "I want to make a direct exchange" for more detailed info. 

    You might not want to wait until your item is returned for exchange in case you miss out on your replacement item in the size or colour that you want. In this case, you can 

    1. Order the replacement product you want (to the equivalent value of your return at least)

    2. Email both the original order number and the order number for your replacement item to orders@woollykins.com.au, requesting a refund when your return item arrives back at the warehouse. 

    Keep in mind that if the product arrives worn, washed, without tags or otherwise damaged, we might not be able to process your refund.

    Refunds for products purchased via Afterpay will be deducted by 6% to compensate for the Afterpay Merchant fees that are not refunded to us with customer refunds. However store credit for purchases via Afterpay will be issued in full. Products exchanged via our "Quick Exchange" method will be refunded in full.

    For information about how Afterpay manage Refunds you can visit Afterpay Refunds

    We cannot offer exchanges for our international customers at this time. However, you may return the items, postmarked within 14 calendar days of receipt, for your store credit to be considered. You are responsible for shipping us your returns at your own cost using a carrier of your choice. Items must be unworn, unwashed, with the tags still attached. Once we receive your return and verify the quality, we will send you a code for store credit. Please note that we cannot be responsible for any change in currency rates. To be sure your goods quality to be returned contact info@woollykins.com.au prior to sending your items.

    What's your returns policy on items bought in sales and promotions?

    All promotional purchases are final sale and are not eligible for return or exchange. There will be no price adjustments for previous purchases and no extensions allowed. 

    Final Sale items cannot be returned. No exceptions will be made for sizing, fit, or fabric issues. We understand that buying Final Sale items can be tricky, so if you have any questions about the style, please reach out to us before placing your order. Sorry, but items purchased as a gift are still applicable to our 'Final Sale' policy and cannot be returned. 

    We do everything possible to make sure your purchase is as you expect when it reaches you, but occasionally items might be subject to a fault. Manufacturing errors are rare, but if you receive a damaged or faulty product please email us at  orders@woollykins.com.au within 7 days of receiving your order. To receive a replacement item, follow these steps:

    1. Do not remove the tags.

    2. Take a photo of the damaged product and include them in your email.

    3. We will review the issue and upon approval we will either provide a full refund or exchange, depending on stock and availability. We may provide a pre-paid label to return the item before we approve or for returning the damaged item after the replacement item has been received.

    If your item arrives with repairable damage, you might prefer to receive a discount instead of an exchange, and repair the item yourself. By doing this, you will not only save on cost, but also save the energy involved in shipping for the exchange, as well as the production of a second item (yay Planet!). 

    We actively avoid Superwash Merino wool which is a chemical treatment to enable normal machine washing of wool. Shrinking/felting a wool garment occurs when the item has been washed incorrectly. It is not indicative of a fault in the garment and there is no exchange/refunds after a garment has been washed.

    Please note: We have strict protocols for protecting garments in our care from moths. Once items leave our studio and land with you their safe storage is out of our control. Therefore it is important you inform us of any faults detected in the garment within 7 days.

    Please allow 1-2 days to process your Store Credit after your item has been returned. You’ll receive an email with your Store Credit “Gift Card” code that you can redeem at checkout in full or in part until the amount is used up. There is no expiry on Store Credit.

    If you qualify for a refund, please allow 2-4 business days to process once your item has been returned, and 2-4 business days for your bank to post the refund to your account. You’ll receive an email when our team has processed your refund so you know it’s on the way.