Refund policy

Return and Refund Policy

14-Day Returns

You may return your purchase by notifying us within 14 days of receiving it, without giving a reason. This also applies to sale items.

To start a return, email info@woolandcloud.com with your order number and a clear statement that you wish to return your purchase. Send the items back within 14 days after notifying us.

Return Address

Wool & Cloud
Hedwig-Porschütz-Straße 11
10557 Berlin
Germany

Condition of Returned Items

You may inspect and try on your items as you would in a shop. Please return them carefully packed, with tags and original packaging where possible.

You may be responsible for any reduction in value caused by handling beyond what is necessary to establish the items’ nature, characteristics, and functioning.

Return Shipping Costs

You are responsible for the direct cost of return shipping for change-of-mind returns. We do not provide a prepaid return label for these returns. We recommend keeping proof of postage.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, is defective, or is not what you ordered, contact info@woolandcloud.com with your order number and details of the issue. Photos are helpful where available.

We will arrange an appropriate solution and cover necessary return shipping costs for confirmed defective or incorrect items. Your statutory rights remain unaffected.

Refunds

We will refund you using your original payment method, without charging a refund fee, within 14 days of receiving your cancellation notice. We may withhold the refund until we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first.

For cancellation of an entire order, we will also refund the original standard delivery charge. Any extra cost for a more expensive delivery option you selected is not refundable.

Your bank or payment provider may need additional time to display the refund.

Exchanges

To exchange an item, return it under this policy and place a separate order for the replacement.

Contact

For questions about returns or refunds, email info@woolandcloud.com.