Shipping policy

Last updated: 12/01/2026

This Shipping & Returns Policy applies to all orders placed with SEW WOOLLY LIMITED.
Nothing in this policy affects your statutory rights under UK consumer law.

Shipping Policy

Dispatch Times

Orders are usually dispatched within 5 working days of receiving payment.
During busy periods, dispatch times may be slightly longer. Any significant delays will be communicated by email.

Delivery

Delivery times are estimates and cannot be guaranteed.
We are not responsible for delays caused by postal services, couriers, customs, or events outside our control.
Customers are responsible for providing accurate delivery information at checkout.

International Shipping

International orders may be subject to customs charges, import duties, or taxes.
These charges are the responsibility of the customer and are not included in our prices.

Returns & Your Statutory Rights

Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods.

To exercise this right:

  • You must notify us by email within 14 days of delivery.

  • You then have a further 14 days to return the item(s).

Conditions for Returns

Returned items must be:

  • Unused and unopened

  • In their original condition and packaging

Due to hygiene reasons, wool, yarn, and fibre products cannot be returned once opened or used, unless they are faulty.

Non-Returnable Items

The following items are non-refundable unless faulty:

  • Custom-dyed items

  • Cut-to-length products

  • Made-to-order or personalised items

Return Postage

Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.
We recommend using a tracked service, as we cannot be responsible for items lost in transit.

Refunds

Refunds will be issued within 14 days of receiving returned goods.
Refunds will be made to the original payment method.
Original standard delivery costs will be refunded where required by law.

Faulty or Incorrect Items

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality.

If your item is faulty or incorrect, please contact us within 14 days of delivery and include:

  • Your order number

  • Clear photographs of the issue

We will offer a replacement or refund in line with your statutory rights.

Contact Details

SEW WOOLLY LIMITED
97 Alderley Road
Wilmslow
Cheshire
United Kingdom
SK9 1PT

Email: info@sew-woolly.co.uk

Statutory Rights

This policy does not affect your statutory rights under UK law, including your rights under:

  • The Consumer Contracts Regulations 2013

  • The Consumer Rights Act 2015