Shop Policies - shipping and returns

Shipping Policy

For a delivery address in Australia, we use Australia Post tracked standard delivery. Orders will be packed and posted within one day of us receiving payment (orders will be packed and posted the next working day after a weekend or public holiday). Shipping costs are estimated at the checkout based on the weight of the items purchased and the shipping address. 

If the delivery address is outside Australia, we use Australia Post's tracked international delivery service.  We will obtain a quote for postage and goods will be dispatched within 1 to 3 working days. You will be able to track your parcel through to delivery point with Australia Post tracking.

The House of Wool is not responsible for lost or damaged packages. Australia Post shipments include limited compensation at their discretion. Packages can be insured but this will need to be quoted by Australia Post and added to the cost of the order prior to payment and shipping. Please notify us at the time of ordering if this is required.

If any products are out of stock, we will contact you to discuss alternatives. You will receive an email with a tracking number upon shipping. If the order has not been received within 7 days of being shipped, or 21 days for overseas customers, please contact us.

The risk in delivery of the goods passes to you on the commencement of supply or transportation to you or, where you will not accept supply on the date of delivery, to temporary storage arranged by us or the postal / courier service making the delivery.

We reserve the right to withhold delivery to any particular place or location at our sole discretion.

Refund Policy

At our discretion, we accept returns for exchange or store credit only. We only accept returns if the goods are faulty or do not perform their role. We do not accept returns if the customer changes their mind. The value of the return will exclude shipping costs for return of the goods. Customers are responsible for the cost of returning goods.

If the goods are delivered in a damaged state, you should keep the packaging to help substantiate any claim you may have against the carrier.

To enquire about a return or exchange, please email us at woolshop@outlook.com, phone us on 0474 439 759 or visit us in-store.

To be eligible for a return, the item must be unused and in the same condition as when purchased. 

The following items are not eligible for return or exchange;

• Printed materials such as books, patterns, or magazines
• Sale or discounted items
• Handmade items
• Gift cards

Our return policy is 30 days.