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 rights available under applicable consumer law.

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, an item that does not meet the agreed specifications, or an error on our part, we will provide the appropriate replacement or refund in accordance with applicable law.

RETURN COSTS AND RETURN ADDRESS:

For returns and exchanges from Saudi Arabia, 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.

STATUTORY RIGHT TO CANCEL:

In accordance with applicable Saudi consumer and e-commerce legislation, you may have the right to cancel an online purchase within 7 days following receipt of the product, provided that the product has not been used.

The direct costs of returning the items are your responsibility, unless otherwise required by applicable law.

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

In accordance with the exceptions provided for by applicable law, this statutory cancellation right does not apply to goods made to your specifications or clearly personalised, including sweaters and bags personalised with a name, except where the item is defective or does not meet the agreed specifications.

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