Return & Exchange

As outlined in the ACCC, Consumer rights & guarantees, we accept return & exchange for product that is:

• Faulty at the time of receive; or
• Incorrect product was shipped which is not originally ordered.

Woola do not accept return & exchange for “change of mind”.

There are a few common conditions on new rug being mistaken as faults:

• Rug may have been tightly packaged for its journey to you so the wool may appear flattened. Wool fibres are very resilient and will bounce back to their original springy appearance. A vigorous shake and gentle brush will help to restore the full and fluffy appearance of the wool.
• Some wool fibres may come off from where the sheepskin has been cut and excessive fibres trapped within. We have carefully brushed all rugs to remove excessive fibres before we ship them. However we cannot guarantee zero excessive fibres on each rug at its first use. You may brush it with animal brush or comb to eliminate the excessive fibres.
• Any fold marks from packaging will disappear once the sheepskin has been removed from the package for several days.
• Natural colour sheepskins can be described as creamy white or ivory, with slightly yellowish patches. Each sheepskin is unique. Different colour tone will be shown when wool fibres are brushed to different direction.

Faulty product

If you receive a product which you think is faulty or damaged, please contact us immediately (we will not accept any claim which made after 48 hours since parcel received). Your claim has to be formally lodged to us via email at [email protected]. Please provide us your name, phone number, order confirmation number, description of the fault, photograph(s) of the fault and your received date and time. We will assess your claim within 24 hours.

If we find that the fault you claim is manufacturing defect, we will grant an exchange for brand new product of same kind to your original order. You will need to return the faulty product to us in the original condition and packaging. Woola will pay for all postage associates with such exchange.

If the product(s) is damaged during the delivery, Woola is not liable for the damage. We will however assist you on the claim towards the responsible shipping vendor.

Incorrect product(s) was shipped

If you received a product that is not originally ordered, we will ship the correct product within 24 hours from your claim.  Your claim has to be formally lodged to us via email at [email protected]. Please provide us your name, phone number, order confirmation receipt, delivery docket and a photograph of the product you received. We will assess your claim within 24 hours. You will need to return the incorrect product to us in brand new condition as received, as well as in the original packaging. Woola will pay for all postage associates with such return.

IMPORTANT

Sheepskin is natural product and each of them is unique. The shape, size, colour and fleece thickness may vary slightly from one to another. We have made every effort to provide as accurately as possible the colours, images, measurement, description and all other relevant information of our products on the website. All descriptive information indicated under Product page are for guidance only. You shall allow +/- 5cm for each indicated measurement. We also cannot guarantee that your computer monitor’s display of any colour will be accurate.