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Shipping & Returns

We really hope you love our Magical Wool, however, if you do need to make a return you are welcome to do so with 14 days from when you have received your items.All returns must be sent back to us unopened, unused and in its original condition. We reserve the right to refuse or refund if the item is non-saleable. Please note, if your 14 days have expired after you have received the goods then unfortunately we are unable to accept your return.For hygiene reasons, we cannot accept returns if the item was used in any way. So please make a note before you purchase. If the hygiene seal has been removed, we will not be able to accept this product back. We try hard to accept all returns, in the unlikely event that the item is returned to us in an unusable condition, we may have to send it back to you. This does not effect your statutory rights. Gift Cards are non-refundable and are also non-returnable items. 


Faulty goods are deemed if you have received the item not in its original condition, is damaged or missing parts for reasons due to our error, we will offer an exchange. If goods were damaged as a result by accident; or through misuse will not be considered faulty. If your items were received faulty then please please contact customer care via email or chat under the contact us page. Likewise contact us regarding any issue of purchase.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us via email or live chat under the contact us page and we will endeavour to rectify the issue as soon as possible.


Need to return an item purchased online? No problem!We accept returns for online orders via the post only. If you wish to return your order, please contact us via email or chat under the contact us page for further instruction. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3-5 working days. Please contact us before returning an item via the contact us page over here


If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us via email or live chat under the contact us page and we will do our best to help!


Under the consumer protection (Distance Selling Regulations) 2000 you have legal right to cancel within 7 working days from the date you received your goods. To cancel, you must inform us in writing via the email form. You must also return the goods as soon as possible, we will then process your refund and credit your account. However do bear in mind you will be responsible for the cost of returning the item to us so we suggest you obtain a proof of postage incase your return gets lost as we cannot take responsibility for your lost returns. Furthermore, you have full legal obligation to take reasonable care whilst the goods are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.


During busy periods, it may take longer than 48 hours for us to get back to you. Also due to our main store located in Germany please be aware that you might be contacting us outside our local time and will endeavour to get back to you as soon as we can.

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M-T 9:30-3 pm & F 9:30-1 GMT


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