Returns & Exchanges

We hope you love your WOOLA pieces. If something isn’t quite right, eligible items may be returned. Please contact us within 7 days of receiving your order to request a change-of-mind return.

Full-Priced Items

Full-priced items are eligible for:

  • A refund to the original payment method
  • Store credit

To be eligible for a return, items must be unworn, unwashed and in their original condition, with all original tags attached.

Please take care when trying on your garments. Items showing signs of wear, makeup, perfume, deodorant, washing, alteration or damage may not be accepted.

Changing Size or Colour

If you would like a different size or colour, we recommend returning your original item for store credit and placing a new order.

Once your return has been received, inspected and approved, your store credit will be issued for use towards your new order.

Please note that we cannot guarantee that a particular size or colour will remain available while your return is in transit.

Return Shipping

Customers are responsible for return shipping costs for change-of-mind returns.

For orders that received free shipping, a $10 original shipping fee will be deducted from change-of-mind refunds to the original payment method.

The $10 deduction does not apply if you choose store credit.

Original shipping charges, including Express and international shipping charges, are non-refundable.

We recommend using a tracked shipping service when returning your order, as WOOLA cannot be responsible for return parcels lost in transit.

Store Credit

Store credit will be issued once your return has been received and inspected by WOOLA and confirmed to meet our return conditions.

Store credit can be used towards a new order through our online store.

If you are returning an item to purchase a different size, colour or style, standard shipping rates and free shipping thresholds will apply to your new order as usual.

Sale Items

Sale items discounted by less than 40% may be returned for store credit only.

Please contact us within 7 days of receiving your order to request a return.

Sale items are not eligible for a change-of-mind refund to the original payment method.

All returned sale items must meet our standard return conditions.

Final Sale

Items marked Final Sale, as well as items discounted by 40% or more from the original price, are considered final sale and cannot be returned for a refund or store credit for change of mind.

This does not affect your rights in relation to faulty goods under Australian Consumer Law.

New Zealand & International Returns

Customers outside Australia are responsible for arranging and paying for return shipping to WOOLA.

Original international shipping charges are non-refundable for change-of-mind returns.

If you choose store credit and place a new order, the applicable shipping rate for the new order will apply.

Please contact us before sending your return so we can provide the appropriate return instructions.

Faulty, Damaged or Incorrect Items

If you receive an item that appears to be faulty, damaged or incorrect, please contact us as soon as you become aware of the issue, with your order number and clear photos showing the problem.

WOOLA reserves the right to inspect the item and assess the nature of the issue before providing a remedy.

Please note that damage resulting from normal wear and tear, improper care, accidental damage or misuse is not considered a manufacturing fault.

Where an item is confirmed to have a manufacturing fault or otherwise fails to meet a consumer guarantee, an appropriate remedy will be provided in accordance with Australian Consumer Law.

The 7-day change-of-mind return period and change-of-mind shipping conditions outlined in this policy do not limit your rights in relation to faulty goods.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under Australian Consumer Law.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to your original payment method, less any applicable shipping charges for change-of-mind returns as outlined above.

Please allow several business days for the refund to appear in your account. Processing times may vary depending on your bank or payment provider.

How to Make a Return

To request a change-of-mind return, please contact us within 7 days of receiving your order.

You can contact us by:

Please include:

  • Your order number
  • The item(s) you would like to return
  • The reason for your return
  • Whether you would prefer a refund or store credit

Please wait for our return instructions before sending your item back.