If you don't love your Woolroom products when they arrive with you then you can send it back for free following the steps below. If you don't find it to be the purest, coziest and most beautiful item in your home - simply send it back. We are so confident that it will be perfect, that we offer a 30, 60 and 100 night sleep trial on selected products. Returns for online purchases are processed within 30 days of receipt at our returns center however this is usually much quicker.
Discover our sleep trials here >
How To Return an Order
For all returns (Excluding Hawaii and Alaska), we offer a free returns service via FedEx, Canada Post or Load Up (Mattresses only). Please take note of the return procedure below and how you will obtain your free returns label:
1) You will need to contact our customer service team via email to [email protected] to notify of the return, the order number and the reason for returning the item(s). This will need to be done within the designated return window of 14 days for individual products (excludes items elgible for a sleep trial where applicable), 60 nights on our bedding sets and 100 nights on our mattresses/toppers. Please note that used items cannot be returned unless they are eligible for the 30, 60 and 100 night sleep trials or if found to be faulty.
2) Our customer care team will then send you an editable PDF returns form to complete with the relevant order details. This will need to be completed and emailed back to [email protected] before step 3 takes place.
3) Our customer care team will then generate a free returns label with FedEx or Canada Post which will then be sent via email in a PDF format for you to print off and attach to the box.
4) Once we receive confirmation of the return a refund will then take place back into the account that it was paid with. This will be processed within 30 days of receipt at our returns center however is usually processed much quicker. We recommend when dropping off the parcel(s) to obtain a tracking receipt to speed up the process of the return.
Return Terms and Conditions
1.1
Orders may be cancelled at any time prior to processing at our distribution center with the exception of mattresses and toppers. These cannot be cancelled at any point after ordering.
PLEASE NOTE: Orders cannot be cancelled after processing and any orders that are shipped where failed delivery takes place or if there is a refusal of the items then a charge of 50% will be incurred to return the goods back to us as the sender. This will be taken from the credit of the order.
1.2
If you are not entirely satisfied with your purchase, you may return your order for free within 14 days of receipt, starting on the day the goods were received. We will be happy to offer you an exchange or refund, provided that the goods are returned complete, in original unused condition (except for products eligible for 30, 60 and 100 Night Sleep Trials) and in their original packaging. Please follow the steps above highlighting this return process. We recommend that you obtain proof of postage when returning goods, as we cannot accept responsibility for goods lost in transit. All returns whether used or unused must be returned with the product securely packaged in the original box with all bags and tags present. Failure to do so may result in a refusal of your return.
Please note: Mattresses and Toppers cannot be returned under the 100 Night Sleep Trial without the purchase of a Deluxe or Organic Washable Wool Mattress Protector. If a return is required for either of these two items then you will be responsible for shipping the item back to our facility within 7 days of receipt, and there will be a 25% restocking fee taken from the refund. The item must be unused, in the original packaging and not damaged in any way. Failure to meet this criteria will result in the item being refused on delivery.
1.3
If you have opened any boxes to examine the goods this must have been done without damaging the packaging in any way, as the packaging is specifically designed for the goods and is deemed to be part of the goods. We reserve the right to refuse all returns which fall outside of these requirements.
1.4
For all returns (Excluding Hawaii and Alaska), we offer a free returns service via FedEx, Canada Post or Load Up (Mattresses only). Please take note of the return procedure above and how you will obtain your free return shipping label. Mattresses or Toppers that are not part of the 100 night trial are not covered under our free return policy.
1.5
If you return the whole order, where the goods are not faulty, we will not refund the shipping charge or any additional charges as this part of our service to you has been completed.
1.6
Faulty goods returned to us will be refunded in full, including:
1.6.1
A refund of the shipping charges for sending the goods to you; and
1.6.2
The cost incurred by you in returning the goods to us. For this we will require a receipt of postage. We will send you a free returns shipping label for this to take place so there should be no need to send them back via your own method.
1.7
For reasons of health, safety and hygiene, we are unable to refund or replace any of our goods (except for products eligible for 30 and 60 Night Sleep Trials) which are intended to be used in contact with skin, which have been returned in a used condition, including but not limited to, removed from their original packaging, stained, covered with human hair or animal hair, smell of perfume or any other odour, different box, or missing or damaged internal packaging. This provision does not affect your statutory rights or apply to goods that are faulty. Returns under our sleep trials are still required to be returned in an acceptable state with no damage to the product, box or packaging.
1.8
Please take care to read goods care information labels, as we will not give a refund for, or exchange, goods that have been damaged when cleaning, ironing or in the wash.
1.9
We do not offer an exchange service. If you have ordered the incorrect item(s) or wish to change your item(s) then you will be required to re-order the new item(s) online. You will then need to follow the return instructions above to return your item(s) for a refund.
1.10
To cancel a contract, you must inform us within the seven-day period, of your decision to cancel, and include your order reference. Such cancellation must be either:
1.10.1
in writing to:
woolroom Inc, 251 Little Falls Drive, Wilmington, DE, 19808; or
1.10.2
by email to: [email protected]
1.11
If you cancel your order in accordance with this section, your payment for the order will be refunded in full within 30 days.
1.12
This provision does not affect your statutory rights.
