Return & Refund Policy

1. Return Overview

We accept eligible returns within 7 days of receiving your order.

To qualify for a return, the product must meet the eligibility requirements described below.

Please contact us before sending any item back. Returns sent without prior approval may not be accepted.

2. Return Eligibility

A product may be eligible for return if:

• You contact us within 7 days of receiving the order.
• The product is unused and in its original condition.
• The product has not been washed, cut, altered or damaged after delivery.
• Original packaging, labels and accessories are included where applicable.
• The product is returned in a condition suitable for resale.

We may refuse a return if the product shows signs of use, damage, washing, cutting, modification or improper handling.

3. Return Period

Return requests must be submitted within 7 days from the date you receive your order.

Requests submitted after this period may not be accepted, except where the issue involves a product that was incorrectly supplied or arrived damaged or defective.

4. Damaged, Defective or Wrong Products

If your order arrives damaged, defective or contains the wrong product, please contact us as soon as possible.

To help us resolve the issue quickly, please provide:

• Your Order ID
• Your name and phone number
• Clear photographs of the product
• Photographs of the packaging where relevant
• A brief description of the issue

After reviewing the issue, we may offer a replacement, exchange or refund depending on the circumstances.

5. Yarn Returns

Yarn can be returned within the applicable return period provided that it is completely unused and remains in its original condition.

• Yarn must not have been knitted, crocheted or otherwise worked with.
• Yarn must not have been wound, cut or altered.
• The original label or packaging should remain attached where applicable.
• Yarn showing signs of use may not be accepted.

Slight colour differences between the product received and the colour displayed on a screen may occur due to lighting, photography, camera lenses and individual screen settings. Such minor colour differences may not qualify as a defect.

6. Accessories & Craft Supplies

Crochet, knitting, bag-making and other craft accessories may be eligible for return if they are unused, undamaged and returned in their original condition.

Products that have been used, modified, assembled, damaged or otherwise altered after delivery may not be eligible for return.

7. Sale & Discounted Items

Products purchased during special sales, clearance promotions or at discounted prices may have different return conditions.

Unless the product is damaged, defective or incorrectly supplied, sale or clearance items may be non-returnable.

Any special return conditions applicable to a promotion will be mentioned with the relevant offer.

8. Custom & Special Orders

Custom-made, specially prepared or personalized orders may not be eligible for return or refund because they are prepared specifically according to the customer’s request.

If a custom product arrives damaged, defective or does not match the agreed specifications, please contact us so that we can review the issue.

9. Order Cancellation

You may request cancellation of an order before it has been dispatched.

Once an order has been shipped, cancellation may no longer be possible. In such cases, the order may be subject to our return policy.

To request cancellation, contact us as soon as possible with your Order ID.

10. Return Shipping

If you are returning an item because you changed your mind, ordered the wrong item or no longer require the product, return shipping costs may be the responsibility of the customer.

If the product was damaged, defective or incorrectly supplied by The Wool Shop, we will review the case and may arrange or reimburse reasonable return shipping costs where appropriate.

Please do not send a return package before contacting us and receiving return instructions.

11. Refund Process

Once we receive your returned product, we will inspect it to determine whether it meets our return requirements.

If your return is approved, we will process the applicable refund using the available refund method.

Refund processing time may vary depending on the payment method, bank or payment provider.

Delivery charges may not be refundable in cases where the customer simply changes their mind or no longer wants the product.

12. Exchanges

Where possible, eligible products may be exchanged for another product or variation, subject to availability.

If the replacement product has a higher price, the difference may need to be paid by the customer.

If the replacement product has a lower price, the difference may be handled according to the applicable refund procedure.

13. Cash on Delivery Orders

For Cash on Delivery orders, refunds cannot be provided through the original card or online payment method because no online payment was made.

Where a refund is approved for a COD order, we may request the necessary information to arrange the refund through an available payment method.

14. Refused or Unclaimed Orders

If a customer refuses to accept an order, does not collect the package or provides an incorrect or incomplete delivery address, additional delivery or return charges may apply.

Repeated refusal or failure to accept orders may result in restrictions on future Cash on Delivery orders.

15. Contact Us

To request a return, exchange or refund, please contact The Wool Shop with your Order ID and relevant details.