Refund policy

Exchanges & Returns

Order Cancellation

All orders can be cancelled until they are shipped. If you need to change or cancel your order, please contact us within 6 hours.

Once the packaging and shipping process has started from Woolio, it can no longer be cancelled, and we are not liable for any mistakes made at the point of ordering.

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Defective or Damaged on Arrival

We offer an immediate exchange on all products that are defective or damaged during shipping or arrival. Please email us at hello@woolio.co.uk with a photo of the issue for a fast resolution.

Items can be exchanged for a different size, or if you are not satisfied with the product, we can discuss a refund.

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Returns & Exchanges

If you are not satisfied with your item and wish to exchange or return it, please contact us at hello@woolio.co.uk.

Conditions of Return

• Your order must be within the 30-day return guarantee window (from delivery).
• Your item must be free from hair, debris, or other matter that tarnishes the garment.
• Do not damage the bag your garment came in — this includes sticking notes or tape onto it.

Customers are responsible for return shipping costs, either to our UK or US depot, depending on your location.

Refund Exceptions

We do not issue refunds if:

• Your order does not arrive due to factors within your control (e.g., incorrect shipping address).
• You selected the wrong size at checkout and received an incorrect product/size.

We will, however, offer an exchange in these cases.

Refunds will be processed within 72 business hours of receiving your returned item. The refunded amount may take up to 5 days to appear in your account. An email will be sent once the refund has been actioned.