If for whatever reason you are unhappy with an item you’ve purchased then please inform us via email or telephone within 14 days so we are able to either refund or exchange the item. This will only be carried out once it has been returned at your own expense and received by us. When returning goods, please ensure you obtain proof of the postage back to us so you have evidence they have been posted. These goods will only be exchanged if they have not been used, worn or otherwise soiled and are in original, undamaged packaging.
Any damaged, faulty or incorrect items must be reported within 5 working days of receipt. We will then proceed with exchanging or refunding the goods for you as soon as possible. We do however reserve the right to return the goods to the manufacturer before exchanging or refunding if necessary. If the manufacturer deems the fault to not be that of the product, e-Wool reserve the right not to issue an exchange or refund.
If an item becomes faulty after use please contact us via email or telephone so we can discuss the best way in which to proceed. If it is a manufacturing fault or a fault with an item that was purchased over 30 days ago, e-Wool reserve the right to return the item to the manufacturer for assessment. The outcome will then depend on how the manufacturer sees fit. Please be aware that returns to manufacturer can take between 7 & 10 working days to be processed and the return of the goods may be at your own expense.
Disputes and complaints should be emailed directly to email@example.com. Your dispute or complaint will then be acknowledged within 2 working days and solved as soon as possible. You will be provided with the name of the person handling your complaint at the time of acknowledgement.
If you have questions about returns policy or complaints, please contact us at:
firstname.lastname@example.org or by phone: 07733 707589