Return policy

At WOOLZY, we take great pride in the craftsmanship and quality of our handmade finger puppets and felt toys. Each item is carefully inspected before shipping, but if something isn’t quite right, we’re here to help.

Below is our official return and exchange policy.

1. Return & Exchange Period

You may request a return or exchange:

• Within 30 days of receiving your order
• For exchanges, please contact us within 7 days of delivery

2. Conditions for Return

We accept returns if:

• The product is unused, in new and resalable condition
• All labels and tags (if any) are still attached
• The original packaging (or equivalent protective packaging) is intact
• There are no signs of wear, damage, or odors

We cannot accept returns if:

• The item has been used, played with, or altered
• There are signs of damage caused by improper handling (tears, stains, etc.)
  

3. Exchange Policy

Timeframe: Within 7 days of receiving the item
Process:
Please email us at support@woolzy.shop with:

• Your order number
• Photos of the product you wish to exchange
• The new item or variation (if available) you would like

→ We’ll respond within 48 hours to confirm eligibility
→ You’ll receive instructions for shipping the item back

Shipping Fees:

• Exchanges due to defects or fulfillment errors are free of charge
• Exchanges due to change of mind are at your own cost

4. Return Shipping Costs

We cover return shipping if:

• You received a defective or damaged item
• We sent the wrong product or color

Return shipping is your responsibility if:

• You changed your mind
• You ordered the wrong item, size, or color (not due to our mistake)

No restocking fees apply.

5. How to Return an Item

Contact our support team at support@woolzy.shop with:

• Your order number
• Clear photos of the item
• A brief reason for the return

If approved, we’ll send you a Return Authorization Number (RMA) and return instructions

Ship the item within 14 calendar days of receiving the RMA

• Ensure the item is securely packaged
• Any items damaged during return transit may not be eligible for refund

6. After We Receive Your Return

• Your return will be processed within 1–2 business days
• Refunds are issued within 5 business days after inspection

1. 1. Refunded to your original payment method
   2. Please allow 4-7 business days for bank processing

• Exchanges are shipped within 48 hours of approval

7. Additional Notes

• Please double-check your order before completing your purchase
  
• This policy does not affect your legal rights as a consumer

Contact Us

Email: support@woolzy.shop
Phone: +33 751356276
Address: 136 Av. Jean Jaurès, 75019 Paris, France
Opening hours: Monday to Friday, 9:00 AM – 5:00 PM (Paris time)