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Return Policy

We're here to make your Swoollies experience as warm and wonderful as our products. 

We strive to deliver you the best in quality and value, if for any reason you are not satisfied with your order we are happy to take back the product and issue you a full refund of your purchase.

 ↩️ Returns & Exchanges 

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

We cannot accept any item that:

  • Shows signs of use including pilling, laundering, odours and pet hair

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 confirm your return and provide 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. Arrange return shipping: Use your preferred carrier to send the item back to us (we recommend a tracked service for your protection)
  5. Receive your refund: Once we receive and inspect your return, we'll process your refund within 7-10 working days

Return Shipping Costs

International return shipping is at the customer's expense. You can use any carrier of your choice – we recommend selecting a tracked service so you can monitor your return. Please note that our return location is in the UK.

Exchanges

Need a different size or color? It's easy, simply follow our return process to get your refund or store credit, then place a new order for the size or style you'd like.

Need help? Simply email us at info@swoollies.co.uk and we'll guide you through the process and make it as smooth as possible for you.

Please note: 

  • For hygiene and safety reasons, we cannot accept returns on items that have been soiled, washed, or show signs of wear.
  • Fiber shedding and pilling are natural characteristics of wool products and are not considered faults.
  • We're unable to accept returns for damage caused by improper laundering. For tips on keeping your Swoollies in great shape, check out our Wool Care Guide

 ❓ Questions We're Often Asked 

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 it before it ships. Just drop us an email at info@swoollies.co.uk with your order number.


Please note that once your order has been dispatched, the shipping fee and any duties and taxes paid at checkout are non-refundable. In that case, you're welcome to return the item following our return process once it arrives.

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.

 

Returning from the US? Please note that our return location is in the UK, so there are a couple of extra steps for you to do to avoid being charged additional duties on your return shipment:

  1. IMPORTANT: On your customs declaration, make sure to select the reason as "Returned Goods — Relief Claimed".
  2. Attach a copy of your original invoice to the outside of the package.

Return shipping to our UK warehouse is the customer's responsibility. Any customs charges incurred due to incorrect declaration will be deducted from your refund.

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.

We're Here to Help 💌

Have a question we haven't answered? Need help with your order? We'd love to hear from you!

Email us: info@swoollies.co.uk

We typically respond within 24 hours, often much sooner. Your happiness is our priority!

THE SWOOLLIES TEAM