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 under our change-of-mind return policy, 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 change-of-mind return that does not meet these conditions.

These conditions do not limit your rights in relation to faulty or non-compliant goods under the Australian Consumer Law.

ITEMS NOT ELIGIBLE FOR CHANGE-OF-MIND RETURN OR EXCHANGE:

Personalised items, including sweaters and bags embroidered with a name, cannot be returned or exchanged due to a change of mind.

Gift packaging bags cannot be returned or exchanged due to a change of mind.

These exclusions do not affect any rights you may have under the Australian Consumer Law if an item is faulty or otherwise fails to meet a consumer guarantee.

RETURN LABEL AND RETURN SHIPPING COSTS:

For eligible change-of-mind returns and exchanges from Australia, Milk and Wool will provide a prepaid return shipping label once your request has been approved.

A flat return shipping fee of AUD $10.95 applies for the issuance of this label.

Once your request has been approved, you will receive a payment link. The return label will only be generated and sent to you once payment has been received.

This fee applies to both change-of-mind returns for a refund and exchanges.

Please do not send any parcel independently to a Milk and Wool address without prior approval from our Customer Service team.

EXCHANGES:

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

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

REFUNDS:

Once we receive 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 the parcel being received at our warehouse.

For change-of-mind returns, any shipping costs originally paid when placing your order are non-refundable.

The AUD $10.95 return shipping fee is non-refundable for change-of-mind returns and exchanges.

These provisions do not apply where a refund or reimbursement of costs is required under the Australian Consumer Law.

AUSTRALIAN CONSUMER LAW:

Our 15-day return policy applies to returns and exchanges requested due to a change of mind and is provided in addition to your statutory consumer rights.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If an item is faulty, defective, not as described or otherwise fails to meet a consumer guarantee, you may be entitled to a remedy under the Australian Consumer Law.

Where applicable law requires Milk and Wool to reimburse reasonable return shipping costs for a faulty or non-compliant item, the standard AUD $10.95 return shipping fee will not apply.

Nothing in this Return and Refund Policy is intended to exclude, restrict or limit any rights or remedies available to you under the Australian Consumer Law.

IMPORTANT:

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

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

Any return address required will only be provided 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.