Return and Refund Policy

RETURNS & EXCHANGES

At Milk and Wool, you have 15 days from the date you receive your order to request:

• an exchange for a different size or style;
• a return for a refund.

All return or exchange requests must be submitted through our returns portal:

🔗Start a Return or Exchange request

Please do not send any items back before your request has been approved.

RETURN CONDITIONS:

To be accepted, all returned items must be:

• new and unworn;
• unwashed;
• with their original tags attached;
• returned in their original packaging.

Milk and Wool reserves the right to refuse any returned item that does not meet these conditions.

ITEMS NOT ELIGIBLE FOR RETURN OR EXCHANGE:

Personalized items, including sweaters and bags embroidered with a name, cannot be returned or exchanged.

Gift packaging bags cannot be returned or exchanged.

Exception: In the event of a manufacturing defect or an error on our part, we will of course replace or refund the item concerned.

RETURN SHIPPING COSTS & RETURN ADDRESS:

For returns and exchanges from Austria, the cost of returning your parcel is at your expense.

Once your return or exchange request has been approved, your return address will be sent to you by email. You will then need to arrange and pay for the shipment of your parcel to the address provided.

Once your return parcel has been shipped, please send us the tracking number so that we can process your request correctly.

We recommend keeping your proof of postage and tracking number until your return has been fully processed.

Do not send any parcel before your request has been approved or to any Milk and Wool address that has not been provided to you in advance by our Customer Service team.

EXCHANGES:

Upon receipt of your return, you will receive a confirmation email.

Once the returned item has been received and inspected, your exchange will be processed in accordance with your approved request.

All exchanges are subject to the availability of the requested item, style, and size at the time your exchange is processed.

Return shipping costs are your responsibility and are non-refundable.

For exchanges, Milk and Wool covers the shipping costs for the replacement item(s).

REFUNDS:

Upon receipt of your return, you will receive a confirmation email.

After the returned items have been inspected, your refund will be processed within 10 business days of your parcel being received at our warehouse.

Any shipping fees paid when placing your order are non-refundable, subject to the applicable legal provisions governing the right of withdrawal.

Return shipping costs are your responsibility and are non-refundable.

 

RIGHT OF WITHDRAWAL:

In accordance with the legal provisions applicable to consumers in the European Union, you have 14 days from the date you receive your order to exercise your right of withdrawal, without having to provide a reason.

To exercise this right, you may use our withdrawal form:

🔗Withdrawal Form

In accordance with the exceptions provided for by applicable law, the right of withdrawal does not apply to goods made to your specifications or clearly personalized, including sweaters and bags personalized with a name.

The direct costs of returning the items are your responsibility. Once your request has been received and approved, the address to which the items must be returned will be provided to you by email. You will then be responsible for arranging and paying for the return shipment.

If you withdraw from your entire order, the original standard delivery costs will be refunded in accordance with applicable law. Any additional costs resulting from your choice of a more expensive delivery method than the standard delivery option offered by us will not be refunded.

IMPORTANT:

Never return a parcel without first submitting a request through our returns portal and receiving our approval.

Return procedures and return addresses vary depending on the country from which the parcel is being returned.

The return address will only be provided by email once your request has been approved.

Any parcel sent directly to our registered office or to an address not previously provided by Milk and Wool may be refused.