Refund policy
We have a 45-day returns policy, which means you have 45 days from the day you place your order to request a return.
To start a return, please reply to the order confirmation email or contact us at us at support@wooliee.com with your order number. We’ll send you instructions to send your package back to our U. S. warehouse. Please don't send items back without these instructions.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a new purchase for the new item.
Defects / Missing Products
Please inspect your order upon receipt and email us at support@wooliee.com within 48 hours if the item is defective, or if you receive the wrong item, so that we can evaluate the issue and make it right. Once that time has passed, we will be unable to entertain requests related to damage/defects. Note: We will need pictures of the item and the box to process any replacements or refunds, please do not throw anything away before working with us.
Incorrect Address / Return to Sender
For orders with incorrect addresses, once shipped, we’re unable to make any changes. If an order is undeliverable and returns to our warehouse successfully, we will refund the original order value minus a 25% processing fee (original shipping charges are not refundable). If the item does not return to our warehouse -- note that 99% of the time, failed packages never return back to the warehouse -- we will be unable to issue a refund.
Damage / Loss Protection
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With Shipping Insurance
We offer a low cost shipping insurance that you can buy as part of your purchase. If you bought shipping insurance, and had a damaged / lost order, please email us at support@wooliee.com within 24 hours of being notified of delivery. Note: Insurance claims will require pictures of the item and the box (in cases of damaged package/product), or a police report (in cases of lost packages), please do not throw anything away before working with us.
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Without Shipping Insurance
In case you did not purchase shipping insurance, if the shipping carrier tracking shows the item as delivered, unfortunately we're unable to help any further. You will need to work directly with the carrier to locate the package.
Customs & Delivery
Your orders come with customs duty paid, you never need to pay anything extra! In some cases, your delivery carrier may reach out to you, or we may notify you about an issue that needs to be resolved with your delivery carrier. It's the customer's responsibility to reach out to the delivery carrier and arrange for release of shipment & delivery. If the delivery fails, is abandoned or is returned by carrier due to lack of action from the customer, we will be unable to refund you for the order.
Final Sale
We cannot accept returns for gift cards.
Refunds
For any authorized returns, you must ship your items back within 5 business days of initiating a return. Return shipping costs are the customer's responsibility, and shipping costs associated with the original order are not-refundable. Once we’ve received and inspected your return - which takes about 10 business days - we'll notify you. For items that have been opened, or show wear and tear, there's a restocking fee of 50%. All returns will be charged a minimum of $14.99 restocking fee per item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unopened or unused, with tags, and in its original packaging; return fees apply as above.