Returns

Have questions about our Returns and Exchanges Policy? We've got answers!

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. 

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.  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 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.

Direct Exchanges 

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.

How to return items:

1. Send us back the products in neatly packaged in new condition, unworn and with all tags and packaging. Please consider the next person receiving this item. Shoe boxes must not be damaged by postage address labels so please wrap or send in a satchel. We do not accept returns if there is significant damage to the shoe box or 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. 

What’s the quickest way to exchange an item? 

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
2. Email both the original order number and the order number for your replacement item to info@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.

Returns & Refunds with Afterpay

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. 

Returns and Exchanges International

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.

Sale & Promotions Return Policy

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. 

Damages

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:

1. Do not remove the tags.

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

3. We will review your claim and upon approval we will either provide a full refund or exchange, depending on stock and availability. In some cases, 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 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.

Store Credit Processing Time

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.

Refund Processing Time

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.