Frequently Asked Questions

Payment

We accept the following payment methods:

American Express, Mastercard, Apple Pay, Google Pay, Visa, Mastero, Shop Pay. 

Once you're ready to checkout, enter your code in the designated discount/voucher space. 

That’s okay, you’re out living your best life.

Your postie should either leave your parcel in a safe place, with a neighbour.

The postie should reattempt delivery at least once or you can fetch it from your local sorting office within 7 days. Be sure to take the card and some form of photo ID with you. 

When your item is despatched, we will send you an email with your tracking information. You should receive a tracking number and link to a website where you can track your parcel.

If you need help, give us a shout on email or Live Chat. We’re always happy to lend a hand. 

Returns

Uh oh, sorry about that. We’re happy to arrange a refund or replacement for you. Please contact us within 30 days of receipt of the item and we’ll get that sorted for you.

Email us at support@woolsmiles.com  or hit us up on Live Chat below.  

We have different rules for non-custom and custom products, so please read the below carefully.

Non-custom Products:

Faulty (sorry) or unwanted products can be returned within 30 days after delivery for a refund or replacement. Please ensure that your product is returned to us in its original packaging where possible.  We can’t accept unwanted products after 30 days.

Custom Products:

As this product is made especially for you, we can’t offer a refund like we do on our non-custom products. However, please get in touch with us within 30 days of delivery if you are unhappy with your item and we’ll do everything we can to get you a replacement that you are happy with.

Cost of returns:

You will need to cover the cost of the return. Please try to send your return via a tracked service as we can’t be held responsible for your return going missing in action. 

Please contact our support team via email or Live Chat for the correct return address. As our products are fulfilled by various partners, the return address on your parcel might not be the closest (and cheapest) for you. 

Shipping

All our products are shipped free of charge within the available shipping range.

***All our orders are subject to customs and tax charges, depending on the country you are shipping them to. We recommend you check your country's policy on this prior to ordering.

Usually a note will be posted through your door advising you of this charge, and your item will not be delivered or be available for collection until the charge has been paid. We are not able to refund any customs charges. 

If after placing your order you realise you provided the wrong shipping address, please reach out to us within 24hrs of placing your order. You can do so via live chat or the contact form at the bottom of this page.

***We are not responsible for orders shipped to an incorrect address that are then marked as delivered by the postal company. You will need to speak to the delivery service for assistance. 

Your Order

We're operating as normal and we don't expect any delays, however it might take your national mail service a little longer to deliver your parcel. 

We try to process our orders extra-fast to make sure that they arrive with you as soon as possible, so cancelling an order after it’s been made isn’t always possible.

However, we always want to help so please drop us an email (with your order number) to  support@woolsmiles.com , or talk to us via Live Chat below, and we’ll try our best to get your order cancelled for you.

If we’re lucky enough to cancel that in time, we’ll process your refund right away 

If you ordered more than one product, it’s very likely that they will arrive separately as our products are made by various partners. You should receive tracking for each parcel as they are despatched, so please check the tracking on your missing item.

If you’re still unsure about the whereabouts of your missing item, shoot us an email or contact us via Live Chat