We want the returns process to be clear before you buy. The guidance below explains when returns can be accepted, how refunds are handled, and how to contact Woolcrate if you need help.
Overview
Refund and return requests should be made within 30 days of purchase. After 30 days, we may not be able to offer a full refund or exchange.
Returned items must be unused, in the same condition you received them, and in their original packaging.
Items that cannot be returned
Certain items cannot be returned, including gift cards, downloadable products, and selected personal care items.
- Gift cards
- Downloadable software or digital products
- Selected health and personal care items
What we need from you
Please include proof of purchase when requesting a return or refund, and do not send products back to the manufacturer.
Partial refunds
In some cases, only a partial refund can be granted, for example if an item shows obvious use, is not in its original condition, or is returned with parts missing for reasons not caused by Woolcrate.
Refunds
Once your return has been received and inspected, we will confirm whether the refund has been approved. Approved refunds are processed back to the original payment method.
Late or missing refunds
If a refund has not appeared yet, first check your bank account, then contact your card provider or bank, as processing can take time. If you still need help, contact us directly.
Sale items
Only regular priced items may be refunded. Sale items are not eligible for refunds unless required by law.
Exchanges
We replace items only if they are defective or damaged. To request an exchange, email lokkie@woolcrate.co.za and include your order details before returning the product to Shop 20, Valyland Shopping Centre, Cnr Ivanhoe & Upper Recreation Roads, Fish Hoek, Western Cape..
Shipping returns
Return products to Shop 20, Valyland Shopping Centre, Cnr Ivanhoe & Upper Recreation Roads, Fish Hoek, Western Cape..
Customers are responsible for return shipping costs unless the item is faulty or the return is required because of an error on our side. Return shipping costs are not refundable.
For higher-value returns, we recommend a tracked shipping service because we cannot guarantee that an untracked parcel will reach us.