RETURNS
Are returns accepted at The Woolcatcher?
Yes, of course. If you are not satisfied with your purchase, you have 14 calendar days from receipt of the order to return the products in their original condition and request a refund.
How to make a return?
Follow the steps detailed in the section below. Once we receive the products at our warehouse and verify their condition, we will issue the refund within 7 business days.
The amount to be returned will include:
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The price of the returned items,
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Proportional shipping costs (if applicable and in accordance with current legislation).
Important conditions
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Kits must be returned complete, with all items included: pattern, needles, balls of yarn, etc.
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Packs of yarn must be returned in their entirety. Partial returns of packs are not accepted.
Changes and replacements
At this time, we do not perform direct product exchanges.
If you wish to change the color, model, or type of yarn or needles, you will need to place a new order separately.
Defective products or errors in the order
If you have received an incorrect or defective product, please contact our customer service team using [this form] and we will provide you with a solution as quickly as possible.
How to make a return step by step?
1. Notify us of your intention to return
Before starting the process, please complete the return form available on our website or contact us through the [Customer Service Center].
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For orders within the European Union, you can request pickup or delivery with a return label, if available for your country.
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For orders outside the EU, our team will inform you of the best way to proceed.
⚠️ Important: Do not submit your shipment without first receiving confirmation and instructions from our team. This way, we can ensure smooth and efficient processing.
2. Print the return label (if applicable)
Once we receive your request, if the service is available in your country, we'll generate a prepaid shipping label and email it to you.
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Print the label and stick it on the outside of the package.
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If your country doesn't support prepaid returns, we'll email you how to return your package yourself.
3. Prepare your package
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Return items in the same condition as you received them, with their original packaging and tags.
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Use the original box or one of similar size to protect the contents.
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Place the printed and completed return form inside the package.
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Make sure the shipping label is clearly visible on the outside.
4. Send your package
- Take your return to a Post Office, DHL, or the carrier indicated on the label. If the postage is prepaid, you won't have to pay anything at the time of shipment.
- For returns with a prepaid label, the shipping cost will be deducted from the refund amount.
Can't find your country listed?
If your country isn't listed, we'll provide the return address manually once we receive your request. Just send the package to us using the method of your choice.
Return cost table:
| Country | Return cost |
|---|---|
| United Kingdom | £5.90 |
| Jersey | £5.90 |
| Guernsey | £5.90 |
| Germany | €4.90 |
| Andorra | €9.90 |
| Australia | $29 AUD |
| Austria | €4.90 |
| Belgium | 6.50 € |
| Bulgaria | €25.00 |
| Spain (peninsula) | 5.90 € |
| Spain (express) | 16,00 € |
| Spain (Canary Islands) | €7.95 |
| South Korea | €25.00 |
| Croatia | €9.99 |
| Denmark (standard) | 70.00 DKK |
| Denmark (express) | 200 DKK |
| Slovakia | €25.00 |
| Slovenia | €15.00 |
| Estonia | €25.00 |
| Finland | €9.99 |
| France (standard) | 6.50 € |
| France (express) | 20.00 € |
| Greece | €25.00 |
| Hungary | €9.90 |
| Ireland | €7.95 |
| Italy | 6.50 € |
| Isle of Man | £5.90 |
| Japan | €25.00 |
| Latvia | €25.00 |
| Lithuania | €25.00 |
| Luxembourg (standard) | 6.50 € |
| Luxembourg (express) | 20.00 € |
| Malta | €25.00 |
| Monaco (standard) | 6.50 € |
| Monaco (express) | 20.00 € |
| Norway | 130 NOK |
| New Zealand | €29.00 |
| Netherlands | 6.50 € |
| Poland (standard) | 35 PLN |
| Poland (express) | 125 PLN |
| Portugal | €25.00 |
| Czechia | 6.50 € |
| Romania | €25.00 |
| Sweden (standard) | €15.00 |
| Sweden (express) | €25.00 |
| Switzerland | 7.00 CHF |
| Taiwan | €25.00 |
| Turkey | €25.00 |
How long does the refund take?
Once we receive your return at our warehouse, your refund will be processed within 7 to 14 business days.
The refund will be the value paid for the returned products, including any discounts or promotions applied, and a proportional portion of the shipping costs may also be refunded, if applicable.
Please note that the time it takes for your refund to appear in your account will depend on your bank or payment platform and is beyond The Woolcatcher's control.
Return conditions
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We accept product returns within 14 calendar days of receiving the order, with no reason required.
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Products must be in perfect condition, unused, with their original label and packaging.
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Once we receive the items at our warehouse, we will process the corresponding refund.
May I make a substitution?
For logistical reasons, we do not exchange products.
If you wish to receive another item (for example, another color, model or thickness), you must:
- Make a return of the original product.
- Place a new order from our online store.
Defective product or error in the order
We are sorry if you received a damaged or incorrect item.
Please contact our customer service team through the [Help Center], and we will investigate your case and provide you with a solution as quickly as possible.
Liability during transport
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The Woolcatcher is not responsible for packages lost or damaged during the return process if they have been sent without tracking or at the customer's expense.
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Only products that we have physically received at our facilities and are in the required condition will be refunded.