Our Policies

At Woolmouse, we strive to give our customers the most enjoyable shopping experience possible. To make sure that happens, we make sure our store policies are fair, clear and transparent. Read on to see all our policies below. If you can’t find the exact information you’re looking for, please get in touch and we’ll do our very best to help you out.

Privacy

At Woolmouse, we take our customers privacy very seriously. To make sure that happens, we make sure our privacy policy is fair, clear and transparent. The full policy can be seen here https://www.thewoolmouse.co.uk/privicy-policy

Returns and Refunds

Should you have any issues with any of our products please email us at thewoolmouse@gmail.com as soon as you can. We are happy to do everything we can to resolve your problem, within reason of course.

Returns within the United Kingdom

Should you wish to return a product we allow 30 days after the date of dispatch to contact Woolmouse at the email address thewoolmouse@gmail.com. Products need to be returned in the original packaging and intact, unless arrangements have been made with ourselves. Unfortunately we are unable to cover any postage costs for returned goods and we recommend using the Royal Mail Tracked 48 service, it's the one we use to send our parcels to you. This gives you a tracking number, proof of postage and a proof of delivery photo.

Refunds can only be made to the original payment method and provider. Refunds can take up to 10 working days after the satisfactory receipt of the returned product. In some exceptional cases refunds can take longer but we will comminate via email should this be the case.

Returns for the Rest of The World

Please contact us via email at thewoolmouse@gmail.com to discuss options.

Information about the Warranty

Please follow the care instructions provided with our products as we cannot accept any responsibility for misuse, accidental or otherwise. If for any reason you are unsure of washing instructions feel free to contact us at woolmouse@rocketmail.com and we will be very happy to advise you.

Shipping and Delivery

We endeavour to post items within 2-3 working days, but should an issue arise we will contact you by email. Domestic deliveries are sent Royal Mail 48 Hour Tracked and International deliveries by Royal Mail International Tracked or Signed. Please Be Aware International Orders May be Subject to Extra Taxes / Duties which are levied when the order arrives at its destination, Please Check With Your Local Customs Office For Further Information Before Placing Your Order. Details Of Countries In World Zone 1/2 Can Be Found at www.royalmail.com/world-zones

Delivery costs, which are subject to change are as follows:

Domestic (United Kingdom, Guernsey, Jersey & Isle of Man) £3.75 (48 Tracked) Default

Domestic (United Kingdom, Guernsey, Jersey & Isle of Man) £4.55 (24 Tracked) Optional

Domestic Orders Over £45 free (2nd Class)

International Orders have a £2.50 Handling Charge to cover extra packaging & insurance

Prices Vary Depending On Destination Country - Please see your cart for actual costs

New USA Duty – previously, items valued at less than $800 could enter the USA without having to pay customs duties. That’s changing and from 29th August, goods, regardless of value, may now be subject to import tariffs (duties). These duties must be paid by UK senders before items enter the Royal Mail network.

If you wish to make a purchase for delivery in the USA please complete your order as usual - we will then invoice you for any extra charges applied. Goods will then be dispatched upon receipt of this final payment. Alternatively please email David for a quote.

USA: under 100g £11.70; up to 250g £11.70; up to 500g £15.90; up to 1kg £21.20;

up to 2kg £25.00, Orders Over 2kg Please Contact David for a quote.

Canada: under 100g £10.10; up to 250g £10.10; up to 500g £13.75; up to 1kg £18.80;

up to 2kg £23.30, Orders Over 2kg Please Contact David for a quote.

World Zone 1: under 100g £10.15; up to 250g £10.15; up to 500g £14.20; up to 1kg £19.30;

up to 2kg £23.75, Orders Over 2kg Please Contact David for a quote.

World Zone 2: under 100g £11.25; up to 250g £11.25; up to 500g £15.85; up to 1kg £21.60;

up to 2kg £28.60, Orders Over 2kg Please Contact David for a quote.