Have questions about our Returns and Exchanges Policy? We've got answers!
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.
If you decide to return any pieces please do so within14 days of receiving your order. We don’t cover return shipping costs. Items must be unworn and unwashed, with the tags still attached. Once we receive your return and verify the quality, we will send you aStore 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 do not sell Superwash Merino wool which is a chemical treatment. 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.
For simple direct swap of a product in the same style on an item of the same value this may be arranged by Woollykins. Depending on the size of the item there may be an additional minimal postage charge of $5-9. Exchanges will be dependent on stock availability. Where an exchanged product varies in price across sizes - the difference may be put towards the shipping, refunded or charged.
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
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 reduced by 6% to compensate for Afterpay Merchant fees that are not refunded to us with customer refunds.. Store credit for purchases via Afterpay will not incur this fee and be offered in full.
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 contactinfo@woollykins.com.au prior to sending your items.
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 arrive in less than perfect condition. Manufacturing errors are rare, but if you receive a damaged or faulty product please email us at info@woollykins.com.au within 7 days of receiving your order. To receive a replacement item, follow these steps:
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 Earth!).
We do not sell Superwash Merino wool which is a chemical treatment. 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 allow 1-2 days to process your Store Credit. 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 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.
