Refund policy

Refunds and Exchanges

We have a 10 day return policy. If there is an issue with your order, please contact us within 3 days of receiving the order. You then have a further 7 days to post the items to be returned or exchanged. You can contact us via the Contact Us page or sending an email to woolandworks@gmail.com

To be eligible for a return, your items must be in the same condition that you received it. For example, all yarns must be in their skein with the yarn label. Any yarns that have been caked, rolled into a ball, or knit with are not eligible for return/exchange. No returns will be provided for change of mind. Resin items must be wrapped in tissue and have no scratches or clear signs of use

Buyers are responsible for the return shipping costs. Tracking number must be provided. Any packages left at my house without a tracking number will not receive a refund. 

Refunds will be issued within one week of the items being received. The refund will not include shipping expenses. There will also be a deduction of 10% for a processing and restock fee

Cancellations

We will refund any pre-order yarn if we receive an email within 48 hours of closing the pre-order. Any cancellations after this will incur a restocking fee which is equivalent to the cost of materials plus a processing fee as the bare yarn and associated dye will have already been purchased. 

We understand the tariff situation at the moment is ever changing and may impact if you can cover the cost of your order. If you wish to cancel your order due to tariff charges, the restocking fee as mentioned above will apply. We are currently awaiting advice from Australia Post in regards to tariffs and associated charges. US orders will ship as soon as this advice is received.

Damages and issues

Please inspect your order upon receiving them and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate and fix it right away! If it has been damaged in the post (i.e. the outer packaging is damaged) please take the item straight to your local AusPost if you are based in Aus. They will lodge a claim for you and issue a refund for the cost of shipping and any lost/damaged items. Please also contact me at woolandworks@gmail.com so I can follow up on the issue for you as well 

Exceptions / non-returnable items

Custom products such as special orders or personalised items cannot be returned or exchanges. We also cannot accept returns or exchanges on sale items or gift cards