Shipping & Returns

Free Shipping on Every Order 🎉

That's right – completely free shipping on all UK orders, no minimum purchase required. Because we believe everyone deserves a little extra cosiness without the extra cost.

Fast Processing

We know you're excited to receive your Swoollies! We do our very best to dispatch orders the same day if placed before our 10 am cut-off time, or the next working day. You'll receive a confirmation email with tracking information as soon as your parcel is on its way.

Delivery Times

We ship all orders via Royal Mail Tracked services to ensure your parcel arrives safely.

• Standard Delivery: Typically 2-3 working days
• Tracking Included: Monitor your parcel every step of the way

UK Shipping Only

Currently, we ship exclusively within the United Kingdom. This means no customs delays, no unexpected fees – just straightforward delivery from us to yours.

📍 Track Your Parcel: Use the tracking number in your shipping confirmation email to follow your delivery with Royal Mail. We're always here if you need help!

Our Generous 90-Day Return Policy

We want you to absolutely love your Swoollies. If something isn't quite right, you have a full 90 days from delivery to return it – that's three whole months to make sure it's perfect for you.

Items must be:

• Clean and in original condition (we can't accept soiled or worn items for hygiene reasons)
• Unwashed and unused
• With all original tags attached
• In original packaging where possible

How to Return an Item

We've made it as simple as possible:

1. Get in touch: Email us at info@swoollies.co.uk with your order number and let us know what you'd like to return
2. We'll guide you: We'll send you a return label and clear instructions on how to send your item back
3. Pack with care: Pop your item back in its original packaging (or any secure packaging) with all tags attached
4. Send it back: Attach the return label to your package and drop it off at your nearest post office
5. Receive your refund: Once we receive and inspect your return, we'll process your refund within 7-10 working days

Return Shipping Costs

We provide a prepaid return label for your convenience. For refunds, we deduct £3.95 from your refund to cover return shipping costs.

Exchanges are completely free – we'll cover all shipping costs when you're swapping for a different size or colour.

Exchanges

Need a different size or colour? We're more than happy to help! Simply email us at info@swoollies.co.uk and we'll arrange a free exchange for you. We'll send you a prepaid return label and ship your new item at no cost to you. We'll guide you through the process and make it as smooth as possible.

Please note: For hygiene and safety reasons, we cannot accept returns on items that have been soiled, washed, or show signs of wear. We appreciate your understanding!

What if my item arrives damaged or faulty?

Oh no! We're so sorry if that happens. Please contact us straight away at info@swoollies.co.uk with photos of the issue. We'll arrange a replacement or full refund, and you won't need to pay for return postage in these cases.

Can I cancel my order?

Yes! If you contact us quickly (ideally within a few hours of ordering), we'll do our absolute best to stop your order before it's dispatched. Just drop us an email at info@swoollies.co.uk with your order number.

How long will my refund take?

Once we receive your return and check everything is in order, we'll process your refund within 7-10 working days. Depending on your bank, it may take a few additional days to appear in your account.

Do I need to include anything with my return?

Just make sure the item has its original tags and is clean and unused. It's helpful (but not essential) to include a note with your order number so we can process your return quickly.

What if I've lost my order confirmation?

No worries at all! Just email us at info@swoollies.co.uk with the email address you used to order, and we'll help you track everything down.