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 procedures, return shipping costs and any applicable statutory cancellation or withdrawal rights vary depending on your country. Please refer to the Return and Refund Policy applicable to your country for full details.

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:

Personalised 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 LABEL & RETURN FEES:

For returns from UK, Milk and Wool provides a return shipping label once your return request has been approved.

A £6 return shipping fee applies to this return shipping label.

Once your request has been submitted, you will receive a payment link. Your return shipping label will be generated and sent only after payment has been received.

The return shipping fee of £6 applies to both refund requests and exchanges.

For exchanges, Milk and Wool covers the cost of shipping the replacement item(s).

Do not send any parcel to a Milk and Wool address using your own shipping method 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.

Return shipping costs associated with an exchange are the customer’s responsibility.

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

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.

Any shipping costs initially paid when placing your order are non-refundable, except where reimbursement is required under your statutory right to cancel.

The £6 return shipping fee is non-refundable.

STATUTORY RIGHT TO CANCEL:

Under the legal provisions applicable to consumers in the United Kingdom, you have the right to cancel your order within 14 days from the date you receive it, without having to provide a reason.

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

🔗 Cancellation Form

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

The direct cost of returning the items is your responsibility. For returns from the United Kingdom made using our prepaid return label, a fixed return shipping fee of £6 applies and must be paid before the label is issued.

If you cancel your entire order under your statutory right to cancel, the original standard delivery cost will be refunded in accordance with applicable law. Any additional amount paid because you selected a more expensive delivery method than our standard delivery option will not be refunded.

Once you have notified us of your decision to cancel, the goods must be returned within the period prescribed by applicable 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.