Returns & Refunds
We want you to be totally satisfied with your product and so we are happy to offer you a full refund (minus the outbound and inbound postage) if you return any unsuitable or unwanted item in its original condition within 14 days of receipt. Such goods must be returned to us unused and at your own expense – we recommend that you use a recorded delivery service to do this.
We are sorry that we can’t refund the outbound or return postage costs at this time (except for damaged or faulty goods), but by doing so we are able to keep our product prices low. We will regularly review this policy, as we want to make it as easy as possible for you to do business with us.
If you change your mind once you have placed an order, we can cancel it immediately and provide a full refund as long as it hasn’t been dispatched – please email [email protected] to do so. If your order has already been posted, we will give you a refund once we have received the item back in its original condition.
My items are damaged/faulty/incorrect:
All products are thoroughly checked before they are sent to you, as every item is hand picked and packed! However, if you do happen to receive damaged, faulty or incorrect items, please contact us straight away. We will do our utmost to resolve the issue quickly and to your satisfaction. We will be happy to exchange them for the same items or if you would prefer a refund, then the value of damaged, faulty or incorrect goods will be refunded in full, including your postage costs.
NB: Refunds can take up to 10 days to appear in your account. Please contact us if you have not received the refund within 10 days of the refund confirmation email.
Please note that a lot of our products are made of pure new wool. This is a natural fibre and as such will have a natural ‘wool’ smell. We have found that this can be a surprise to some as many mass produced woollen products don’t have this smell due to extensive dying, scrubbing and bleaching. To others, however, this is part of the charm of good quality woollen products. Imagine a sheep that’s been thoroughly cleaned and combed – that’s the smell and we love it!
If you have ANY queries, complaints or questions about our products, website or terms and conditions, please get in touch.
My items don’t fit:
We’d be happy to exchange items that are the wrong size, but we would have to charge you the additional postage charges for sending the new item out to you. Again, this enables us to keep our prices lower, but we will review this pricing policy on a regular basis based on customer feedback.
We encourage you to have a look at the size guides on our FAQ page and if you’re still not sure please just give us a call on 015242 51747 and based on your measurements we can recommend the relevant size. This will help to avoid having to return the item.