Return & refund policy

Last Updated: 08-07-2025

Thank you for shopping with us at Little Woolie. We want you to feel confident when placing an order with us. This Return & Refund Policy explains our procedures for returns, refunds, exchanges, damaged goods, delivery issues, and uncollected parcels.

This policy applies to purchases made through our website: https://little-woolie.com/

Nothing in this policy affects your statutory rights under applicable consumer law.

1. Contact Information

If you have any questions about returns, refunds, cancellations, or exchanges, please contact us using the details below:

Website: https://little-woolie.com/
Trading Name: Little Woolie
Company Name: Noué-Commerce
Email: info@little-woolie.com
Phone: +31 6 81 20 93 46
Registered Address: Merovingenstraat 25, 6132 EC Sittard, Limburg, The Netherlands
Chamber of Commerce (KvK): 97535079
VAT Number: NL220138679B01

Customer Service Hours: Monday to Friday, 9:00 AM to 5:00 PM (CET)

2. Policy Summary

  • Return Window: Eligible items may be returned within 30 days of delivery.
  • Return Shipping Costs (non-faulty items): Paid by the customer.
  • Return Shipping Costs (faulty / incorrect items): Paid by us or reimbursed where appropriate.
  • Refund Processing: Approved refunds are usually processed within 10 business days after the returned goods are received and inspected.
  • Uncollected / Refused Parcels: If a parcel is not collected from a pickup point, refused without valid reason, or returned due to customer error, original shipping costs and direct return-to-sender or carrier charges may be deducted from the refund where legally permitted.

3. Order Cancellations Before Dispatch

You may request cancellation of your order within 30 minutes of purchase by contacting us as soon as possible at info@little-woolie.com.

If your order has not yet been processed or dispatched, we will do our best to cancel it and issue a full refund.

If your order has already been dispatched, it can no longer be cancelled before shipment and will instead be handled under the return procedure described in this policy.

4. Our 30-Day Return Policy

We offer a 30-day return policy for eligible items.

4.1 Return Window

You may request a return for eligible items within 30 days of delivery.

4.2 Conditions for Return

To qualify for a return:

  • the item must be returned within the applicable return period,
  • the item should be unused, unworn, unwashed, and in resalable condition,
  • all original tags, accessories, inserts, and packaging must be included where reasonably possible,
  • proof of purchase (such as your order number or order confirmation email) must be provided.

4.3 Important

This return policy applies to non-faulty items returned voluntarily.
It does not limit any rights you may have under applicable consumer law if goods are faulty, damaged, or not as described.

5. Non-Returnable / Exempt Items

Certain items may be excluded from return where permitted by law.

These may include:

  • Custom-made or personalised items
  • Perishable goods
  • Sealed goods not suitable for return for health protection or hygiene reasons once unsealed (for example, underwear or similar intimate items where a hygiene seal has been removed)
  • Any other item that is legally exempt from return under applicable law

If you are unsure whether your item is eligible, please contact us before opening or using the product.

6. How to Start a Return

To request a return, please follow these steps:

Step 1 – Contact Customer Service

Email info@little-woolie.com with:

  • your order number,
  • the item(s) you want to return,
  • the reason for return,
  • and photos if the item is faulty, damaged, or incorrect.

Step 2 – Wait for Return Instructions

We will review your request and send you:

  • return authorisation (if applicable),
  • the correct return address,
  • and any specific instructions relevant to your item.

Step 3 – Pack the Item Securely

Please package the item safely and include:

  • all tags (if applicable),
  • original packaging where possible,
  • and any accessories or inserts that came with the item.

Step 4 – Send the Return

Use a tracked and reliable shipping service.
We strongly recommend keeping proof of postage until your return has been fully processed.

Please do not send returns to our registered business address unless we specifically instruct you to do so.
Returns may be handled through our international fulfilment or logistics network, and the correct return address will be provided after your request is approved.

7. Return Shipping Costs

7.1 Non-Faulty / Voluntary Returns

If you are returning an item because you changed your mind, ordered the wrong size, or no longer want the item:

  • you are responsible for the direct cost of returning the goods, unless we explicitly state otherwise.

7.2 Faulty, Damaged, or Incorrect Items

If the item is:

  • faulty,
  • damaged on arrival,
  • materially not as described, or
  • the wrong item was sent,

then we will:

  • arrange a replacement, repair, or refund as appropriate, and
  • cover reasonable return shipping costs (or reimburse them where agreed).

8. Refund Policy

8.1 Inspection and Approval

Once your return has been received by our warehouse, fulfilment partner, or authorised logistics partner, it will be inspected.

We aim to review returns within 7 business days of receipt.

8.2 Refund Method

Approved refunds will be issued to the original payment method used for the purchase, unless otherwise required by law.

8.3 Refund Timing

Once approved, we aim to process refunds within 10 business days.
Depending on your bank or card provider, it may take additional time for the funds to appear in your account.

8.4 Confirmation

You will receive a confirmation email once your refund has been processed.

8.5 Partial Refunds / Deductions

Where legally permitted, we may reduce a refund in cases such as:

  • missing components or accessories,
  • damage caused after delivery,
  • excessive handling beyond what is necessary to inspect the item,
  • items returned in a condition that materially reduces resale value,
  • original shipping charges and/or return-to-sender charges in the case of uncollected or refused parcels (see Section 9).

If you do not see the refund within the expected time, please check with your bank first. For further assistance, contact us at info@little-woolie.com.

9. Uncollected Parcels / Refused Delivery / Failed Pickup Point Collection

If a parcel is:

  • not collected by the customer from a designated pickup point,
  • refused at delivery without a valid fault-related reason,
  • undeliverable due to incorrect or incomplete address details provided by the customer,
  • or otherwise returned to us because the customer failed to accept or collect delivery,

the order will be treated as a return initiated by the customer (unless the return was caused by our error, carrier error, or a product fault).

9.1 Refund for Returned Uncollected Parcels

A refund (if applicable) will only be considered after the parcel has been successfully returned to us and inspected.

9.2 Deductions

Where legally permitted, any refund may be reduced by:

  • the original outbound shipping costs,
  • any return-to-sender fees,
  • any carrier handling, storage, customs, or failed delivery charges charged to us as a direct result of the parcel not being collected or being refused,
  • and any loss in value if the returned goods arrive damaged, incomplete, or not in resalable condition.

9.3 No Refund Until Return Is Received

If the parcel is not returned to us by the carrier, is lost in transit during the return-to-sender process, or is returned damaged due to circumstances outside our control, we reserve the right to delay, reduce, or refuse a refund to the extent permitted by law and based on the actual loss incurred.

9.4 Important

Nothing in this section limits your rights where:

  • the goods are faulty,
  • the goods are not as described,
  • the goods were delivered incorrectly,
  • or applicable law provides otherwise.

10. Exchanges

We currently offer exchanges only for items that are faulty, damaged, or incorrect on arrival, subject to availability.

Please contact us within 3 days of delivery at info@little-woolie.com and include photos where relevant.

If you ordered the wrong size or colour, we recommend:

  1. requesting a return under this policy, and
  2. placing a new order for the preferred item.

11. Faulty, Damaged, Incorrect, or Not as Described Items

If your item is faulty, damaged, incorrect, or materially not as described, please contact us as soon as possible.

11.1 Recommended Contact Timeframe

We ask that visible damage, wrong items, or missing items be reported within 3 days of delivery so we can investigate promptly with the carrier or fulfilment partner.

11.2 Important

If you report an issue after 3 days, this does not automatically remove any rights you may have under applicable consumer law.
We may still assess your claim based on the nature of the issue and applicable law.

11.3 Remedies

Where a valid claim is confirmed, we may offer one or more of the following:

  • replacement,
  • repair (where appropriate),
  • partial refund,
  • full refund.

12. Missing Items / Delivery Issues / Lost Parcels

12.1 Missing Item in Parcel

If an item is missing from your delivered parcel, please notify us within 3 days of delivery with:

  • your order number,
  • the missing item details,
  • and photos of the parcel and packaging where possible.

12.2 Parcel Marked Delivered but Not Received

If tracking shows delivered but you have not received the parcel, please contact us as soon as possible so we can investigate.

12.3 Lost Parcels in Transit

If your parcel does not arrive within the estimated delivery timeframe, please contact us and we will, where appropriate, open an investigation with the carrier.

13. Processing Timeframes

  • Return request period: within 30 days of delivery
  • Inspection period after receipt: typically within 7 business days
  • Refund processing after approval: typically within 10 business days
  • Bank posting time: may vary depending on your payment provider

14. Incorrect Address / Failed Delivery Due to Customer Error

Please ensure your delivery address is complete and accurate before placing your order.

If an order cannot be delivered due to:

  • an incorrect or incomplete address,
  • failure to collect from a pickup point,
  • refusal of delivery without a valid reason,
  • or failure to respond to carrier delivery requests,

and the parcel is returned to us, we may deduct from any refund the direct costs incurred by us as a result, including outbound shipping and return-to-sender fees, where legally permitted.

If the parcel is not recoverable or is destroyed by the carrier due to customer error, we reserve the right to refuse a refund to the extent of the actual loss incurred, subject to applicable law.

15. Statutory Rights

This policy is intended to explain our procedures and voluntary return conditions.

Nothing in this policy excludes, restricts, or replaces any rights you may have under applicable consumer law.