Returns, Refunds
&
Exchanges
If you wish to return an item purchased trough our online store please contact us within 14 days of delivery via our contacts form or email eleanor@thewoollencwtchcompany.com. Contact regarding returns must be made in writing. All returns must be shipped within 28 days of delivery, unused in their original packaging. The customer is responsible for purchasing returns postage and all items must be fully insured to cover their full value and fully tracked. Items must be packaged securely with adequate protection to help prevent damage to the item. The customer is liable for all lost and damaged items when making a return.
Exceptions
Unless damaged in transit:
We do not accept returns of perishable items that include flowers or plants.
We do not accept returns of personalised items, bespoke design orders, made to measure orders.
We do not accept returns of sale items.
In Store & On-line
If you purchased your item in-store please return it to the place it was purchased with proof of purchase.
Online orders must be returned via post. Customers must inform us in writing via our contacts form or by emailing Eleanor@thewoollencwtchcompany.com within 14 days of delivery and the item must be shipped for return within 28 days of delivery. The customer is liable for the costs of return. Items must be in their original packaging and posted with sufficient insurance to cover their value and fully tracked.
Refunds
Upon receiving the item for return we will check it for use, damage and saleable condition. Refunds shall be issued within 14 days of receipt. Refunds will not include the original postage costs, unless the item has arrived faulty or damaged. We reserve the right to retain processing and restocking charges incurred by the company.
Exchanges
Exchanges may be requested in place of a refund for items up to the same value. Exchanges do incur a postage and packaging charge.
Damaged Items
Damaged & faulty items are subject to our standard returns policy guidelines.
All our items are thoroughly inspected and recorded before shipping. If your item has been damaged during transit please do let us know immediately supplying images of the damage and packaging it was received in with a brief description of the damage. Please note that once the item has been delivered by the courier we are unable to accept liability for the safety of your parcel. We always advise ensuring someone is available to receive your item. Full tracking details are available.