Refund policy

Shipping, Delivery & Returns

At Woollen Wytch, I strive to provide the best service possible while managing all aspects of the business myself. Please take a moment to read through my shipping, delivery, and returns policy before placing your order.

Order Processing

As a small business, I personally process, package, and dispatch every order. My standard order processing time is 3-7 working days (Monday-Friday). Please note that I am unable to guarantee next-day dispatch. You will receive a confirmation email once your order has been shipped.

Shipping Information

All orders are sent via EVRi or Royal Mail. Shipping times below are estimates and do not include processing time.

Estimated Royal Mail Delivery Times

UK:

  • Standard Delivery – 2-5 working days
  • Tracked & Signed – 2-3 working days

Europe:

  • Standard Delivery – Up to 15 working days*
  • Tracked & Signed – 7 working days*

Rest of the World:

  • Standard Delivery – Up to 12 weeks*
  • Tracked & Signed – 7 working days*

*Shipping times may be affected by factors beyond my control, such as postal strikes, customs delays, or extreme weather conditions.

International Orders & Customs

If you are ordering from outside the UK, your package may be subject to import duties, taxes, or customs fees upon arrival in your country. These charges are determined by your local customs office and must be paid by you, the recipient. Woollen Wytch is not responsible for any customs-related fees or delays.

By placing an international order, you agree to comply with all local import laws and regulations. If you are unsure about potential charges, please check with your local customs office before placing your order.

Returns & Exchanges

I want you to love your purchase! However, if you need to return or exchange an item, please read the following guidelines:

  • UK Orders: You have 14 days from the date of receipt to request a return or exchange.
  • International Orders: You have 30 days from the date of receipt to request a return or exchange.

Conditions for Returns & Exchanges

  • Items must be unused, unopened, and in their original packaging.
  • Returns cannot be accepted on custom or personalised products.
  • Sale items are non-refundable unless they arrive faulty or damaged.
  • If your order has already been dispatched, postage costs will not be refunded for cancellations, returns, or exchanges.
  • Items returned from outside the UK must be clearly marked as "Returned Merchandise" on the customs label. Any fees incurred due to incorrect labeling will be deducted from your refund.

Return Process

  1. Contact me via the Contact Page to initiate your return.
  2. Securely package your return and use a tracked shipping method.
  3. Once I receive and inspect the item, I will issue a refund (excluding shipping costs) to your original payment method.

Rejected Returns

If an item is returned in a used, damaged, or unsuitable condition, I may reject the return. You will have the option to:

  1. Have the item shipped back to you for a £20 processing/shipping fee.
  2. Allow the item to be responsibly recycled.

If no option is chosen within 14 days, the item will be recycled.

Faulty or Damaged Goods

If your order arrives damaged or faulty, please contact me within 30 days of receipt with photographic evidence, including packaging.

  • You will receive a full refund or exchange, including:

    • The product price
    • The original shipping cost
    • Return postage (with valid proof of postage)

  • Refunds will be processed once the faulty item is received and inspected.

Lost or Undeliverable Packages

I take responsibility for your order until it is delivered to you. However, once a parcel is marked as delivered (e.g., left with a neighbour or in a designated safe place), I am not liable for loss or theft.

Undeliverable Packages:
If a package is returned to me as undeliverable (e.g., incorrect address, uncollected parcel):

  • You will receive a refund excluding shipping fees.
  • I am unable to resend undeliverable packages. If you still want the items, please place a new order.

If your package has not arrived within the estimated time frame, please contact me, and I will do my best to assist.

If you have any questions about shipping, delivery, or returns, feel free to get in touch! Thank you for supporting my small business! 🖤🧶