Refund & Replacement Policy

1. RETURN PERIOD

We offer a 90-day return policy, which means you have 90 days after receiving your item to request a return. However, please note that eligibility depends on the type of product you purchased (Standard vs. Custom).

2. ELIGIBILITY

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Important Exception for Custom Orders:
Since WoolyArtis™ specializes in bespoke, made-to-order items (specifically designed based on your photos and descriptions), we cannot accept returns for these custom products unless they arrived damaged or defective. These items are crafted uniquely for you and cannot be resold.

3. RETURN PROCESS & SHIPPING FEE

To start a return (for eligible items) or report a defect, you can contact us at support@woolyartis.com. If your return is accepted, we’ll send you instructions on how and where to send your package.

Shipping Costs:
Customers are responsible for the return shipping cost unless the return is due to our error (e.g., wrong item sent, defective product).

Return Addresses:
Please ensure you send the item to the correct address based on the product type:

4. DAMAGES, ISSUES & EXCEPTIONS

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Non-returnable items include:

• Custom products (such as special orders or personalized items).
• Digital products (Crochet patterns, E-books).
• Sale items or Gift Cards.

5. REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at support@woolyartis.com.

6. ORDER CANCELLATION POLICY

We understand that circumstances may change. However, our artisans often begin preparing materials for your order very quickly.

• Within 12 Hours: You may request to cancel your order for a full refund within 12 hours of placing it.
• After 12 Hours: If production has already begun (materials cut or stitching started), we may not be able to cancel the order, or a cancellation fee may apply.

To request a cancellation, please email us immediately at support@woolyartis.com.

7. EUROPEAN UNION 14 DAY COOLING OFF PERIOD

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As noted above, this usually excludes personalized/custom-made goods.

8. CONTACT INFORMATION

WoolyArtis™
Email: support@woolyartis.com
Address: 4/713 Elizabeth Street, Waterloo New South Wales 2017, Australia