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:

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 LABEL AND RETURN COSTS:

For returns from Poland, Milk and Wool will provide a prepaid return label once your request has been approved.

A fixed return shipping fee of €5.50 applies for the issue 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 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.

Any shipping costs initially paid when placing your order are non-refundable, except where reimbursement is required under the applicable statutory right of withdrawal.

The €5.50 return shipping fee is 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 personalised, including sweaters and bags personalised with a name.

The direct cost of returning the items is your responsibility. For returns from Poland made using our prepaid return label, a fixed return shipping fee of €5.50 applies and must be paid before the label is issued.

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, 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.