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 COSTS:

Return shipping costs are the customer’s responsibility, for both returns for a refund and exchanges.

Depending on the country from which your return is being sent, one of the following procedures will apply:

Countries where a Milk and Wool return label is available:

Once your return or exchange request has been approved, you will receive a payment link for the applicable return shipping fee.

The return label will only be generated and sent to you once payment has been received.

The amount charged for the return label varies by country. Please refer to the Return and Refund Policy applicable to your country for the exact fee.

Countries where a Milk and Wool return label is not available:

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.

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

Any shipping costs initially paid when placing your order are non-refundable, except where reimbursement is required under applicable consumer law.

Return shipping costs and any fees paid for the issue of a return label are non-refundable.

STATUTORY CANCELLATION OR WITHDRAWAL RIGHTS:

Statutory cancellation or withdrawal rights vary depending on the country in which you are located.

Where such a statutory right applies, it may provide you with additional rights beyond Milk and Wool’s standard return policy, including specific time limits and refund requirements.

Certain goods, including goods made to your specifications or clearly personalised, may be excluded from statutory cancellation or withdrawal rights where permitted by applicable law.

Please refer to the Return and Refund Policy applicable to your country for information regarding your statutory rights, applicable time limits, return costs and any exclusions.

Nothing in this Return and Refund Policy is intended to limit any mandatory consumer rights that apply 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, return labels, return shipping costs and return addresses vary depending on the country from which the parcel is being returned.

Any return address required will only be provided after 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.

Please always refer to the Return and Refund Policy applicable to your country before submitting or shipping a return.