If you don't love your Woolroom products when they arrive with you then you can send it back for free following the steps below. If you don't find it to be the purest, coziest and most beautiful item in your home - simply send it back. We are so confident that it will be perfect, that we offer a 30 and 60 night sleep trial on selected products. Returns for online purchases are processed within 30 days of receipt at our returns center however this is usually much quicker.
How To Return an Order
For all returns, we offer a free returns service via UPS or Canada Post. Please take note of the return procedure below and how you will obtain your free returns label:
1) You will need to contact our customer service team on +44(0)1780 461217 or via email to firstname.lastname@example.org to notify of the return, the order number and the reason for returning the item(s). This will need to be done within the designated return window of 30 days for individual products and 60 days on our bedding sets. Please note that used items cannot be returned unless they are eligible for the 30 and 60 night sleep trial or if found to be faulty.
2) Our customer care team will then send you an editable PDF returns form to complete with the relevant order details. This will need to be completed and emailed back to email@example.com before step 3 takes place.
3) Our customer care team will then generate a free returns label with UPS or Canada Post which will then be sent via email in a PDF format for you to print off and attach to the box.
Please note the maximum weight and dimensions per parcel:
USA - 35lbs (15kg), Max Longest length on parcel 48 inches (120cm)
Canada - 44lbs (20kg), Max 48 x 23 x 23inches (120 x 60 x 60cm)
4) Once we receive confirmation of the return a refund will then take place back into the account that it was paid with. This will be processed within 30 days of receipt at our returns center however is usually processed much quicker. We recommend when dropping off the parcel(s) to obtain a tracking receipt to speed up the process of the return.
Return Terms and Conditions
Orders may be cancelled at any time prior to dispatch.
PLEASE NOTE: Any orders that are shipped overseas where failed delivery takes place or if there is a refusal of the items then a charge of 20% will incur to return the goods back to us as the sender. This will be taken from the credit of the order.
If you are not entirely satisfied with your purchase, you may return your order for free within 30 days of receipt, starting on the day the goods were received. We will be happy to offer you an exchange or refund, provided that the goods are returned complete, in original unused condition (except for products eligible for 30 and 60 Night Sleep Trials) and in their original packaging. Please follow the steps above highlighting this return process. We recommend that you obtain proof of postage when returning goods, as we cannot accept responsibility for goods lost in transit.
If you have opened any boxes to examine the goods this must have been done without damaging the packaging in any way, as the packaging is specifically designed for the goods and is deemed to be part of the goods. We reserve the right to refuse all returns which fall outside of these requirements.
For all returns, we offer a free returns service via UPS or Canada Post. Please take note of the return procedure above and how you will obtain your free return
If you return the whole order, where the goods are not faulty, we will not refund the shipping charge as this part of our service to you has been completed.
Faulty goods returned to us will be refunded in full, including:
A refund of the shipping charges for sending the goods to you; and
The cost incurred by you in returning the goods to us. For this we will require a receipt of postage. We will send you a free returns label for this to take place so there should be no need to send them back via your own method.
For reasons of health, safety and hygiene, we are unable to refund or replace any of our goods (except for products eligible for 30 and 60 Night Sleep Trials) which are intended to be used in contact with skin, which have been returned in a used condition, including but not limited to, removed from their original packaging, stained, covered with human hair or animal hair, smell of perfume or any other odour, different box, or missing or damaged internal packaging. This provision does not affect your statutory rights or apply to goods that are faulty.
Please take care to read goods care information labels, as we will not give a refund for, or exchange, goods that have been damaged when cleaning, ironing or in the wash.
If exchanging goods, and the new goods you require costs less than those you have returned, we will refund to you the difference. If exchanging goods, and the new goods you require costs more than those you have returned, you will be required to pay the difference.
To cancel a contract, you must inform us within the seven-day period, of your decision to cancel, and include your order reference. Such cancellation must be either:
in writing to:
woolroom Ltd, 33-35 Pillings Road, Oakham, Rutland, UK, LE15 6QF; or
by email to: firstname.lastname@example.org
If you cancel your order in accordance with this section, your payment for the order will be refunded in full within 30 days.
This provision does not affect your statutory rights.