Please note that if you have purchased the item from one of our retailers returns, exchanges, and reclamations must be handled directly with them in accordance with their terms and conditions.
Want to return?
How much does the return cost?
Unfortunately, we do not currently offer free returns. The shipping cost for a return varies depending on your location and the carrier. If you are located in a country where our return portal is available, the cost will be calculated as you proceed with your return and will be deducted from your refund.
Please note that the return portal is currently only available in certain European countries. If the portal is not available in your country, the return shipping is handled at the customer’s own expense and we will not deduct any additional return fees from your refund.
How do I make a return?
1. Requesting a Return
Go to your tracking order page and click the "Return order" button to start the return process. You can find a link to your tracking order page from the shipping confirmation that we have sent you by email or text message. The link is called “OGOship tracking number”. If you cannot find the link to your tracking order page please contact us at hello@woollywolf.co
2. Selecting Products for Return
Select products you want to return. For each product, provide a return reason. Click "Continue" to proceed.
3. Choosing Return Shipping Method
On the next screen, you'll see a list of return shipping methods available from your country. You can also check and modify your contact details, which will be used to create the return label. Choose the shipping method and click "Continue" to proceed.
4. Reviewing Return Details
The summary page will display all the details of your return:
What items you're returning.
The selected return shipping method.
The estimated refund amount, which is based on the products you're returning and the return fees.
5. Creating the Return
Once you've reviewed and confirmed the return details, click the "Create Return" button to initiate the return process.
6. The shipping instructions
You will receive detailed shipping instructions by email. Please pack the products you want to return into a transport durable package and follow the shipping instructions provided by the email.
7. Track your shipping
Once you have shipped the return you can follow it via the order tracking page.
What if return is not available via my tracking link?
Unfortunately the return via tracking link is only available in some countries in Europe. If this option is not available in your country, the return shipping is handled at the customer's own cost.
In this case, please contact our customer support at hello@woollywolf.co for specific instructions and the correct return address for your order.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the return was approved. We will approve all the returns that are made within 30 days and if the item is in the same condition that you received it, unworn or unused and with tags. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.
Please note that if you purchased multiple items as part of a bundle deal and you return one of the items, you will lose your discount. In this case, you will be charged the original price of the item you keep, as it was at the time of purchase.
Exchange
If you want to exchange the item please return the item and make a new order from our online store.
Return Fees for Unclaimed Shipments
Orders that are not collected within the carrier’s pickup deadline will be returned to our warehouse. In these cases, we reserve the right to charge a fee corresponding to the standard return shipping cost for your country to cover return transport and processing costs. This amount will be deducted from the refund issued for the returned items.
Making changes or cancelling an order
We process orders quickly after receiving them, which means we are generally unable to make changes or cancel an order once it has been placed. We kindly ask you to review all details carefully before finalizing your purchase.
Please note that we do have a 30-day return policy. If you have any questions please contact our customer support.
Damages and issues
Please inspect your order upon reception and contact us as soon as possible at hello@woollywolf.co if the item is defective, damaged or if you receive the wrong item.
If you have any questions or concerns please contact us at hello@woollywolf.co
