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, subject to any mandatory consumer rights that may apply.

ITEMS NOT ELIGIBLE FOR 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.

Exception: In the event of a manufacturing defect, an item that does not meet the agreed specifications, or an error on our part, we will provide the appropriate remedy in accordance with applicable law.

RETURN COSTS AND RETURN ADDRESS:

For returns and exchanges from New Zealand, the cost of shipping your parcel back is your responsibility.

Once your return or exchange request has been approved, the return address will be provided to you by email. You will then be responsible for arranging and paying for the shipment of your parcel to the address provided.

We recommend using a tracked shipping service and keeping your proof of postage and tracking number until your return has been fully processed.

Please 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:

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.

The cost of returning an item for an exchange is your responsibility.

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 returns made under Milk and Wool’s standard 15-day return policy, any shipping costs originally paid when placing your order are non-refundable.

Any costs incurred in returning your parcel are your responsibility and will not be refunded, except where otherwise required by applicable law.

CONSUMER RIGHTS:

Milk and Wool’s 15-day return policy applies to eligible returns and exchanges requested due to a change of mind.

This policy does not exclude, restrict or limit any mandatory consumer rights that may apply to your purchase.

If an item is faulty, defective, not of acceptable quality, does not match its description or otherwise fails to meet an applicable consumer guarantee, you may be entitled to a remedy under applicable New Zealand consumer law.

Nothing in this Return and Refund Policy is intended to exclude, restrict or limit any mandatory rights or remedies available to you under applicable law.

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.