Visit Your Account to make a return.

• You have 30 days to return an item to us from the date your order was delivered.
• When making a return, make sure to include a note inside the parcel indicating your Name, Order Number, and Email Address. Alternatively you can print and include our Returns Form. Please note that if you do not provide your order number we may be unable to process your refund.
• It can take up to 14 working days to process your returns once it reaches our warehouse, however we always aim to do this asap.
• We do not offer exchanges for returned unwanted items.
• All returned items will be inspected upon arrival. If our Quality Control team are unhappy with the condition an item has been returned in (eg. signs of heavy wear, tags missing) and we’re unable to put it back into stock, we may not be able to accept your return and may have to send it back to you.
• Each return costs £3.50 which will be automatically deducted from your refund when you use this service.

We’re very sorry if you have received a faulty or incorrect item.

If you would like to return the item for a refund, please return this as soon as possible so we can sort this out for you. Don’t forget to select “Faulty product” or “Incorrect item received” when asked for a reason for your return.

If you would like a replacement, please kindly get in touch with our Customer Service team within 7 days of receiving your parcel in our [Contact Us page] and make sure to include a photo of the issue.

1. Visit Your Account to make a return.
2. Go to the order number and select  Return button.
3. Select the item you are returning and use the comments box if you have any comments regarding your return. When you click Arrange Return, this will lead you to the Royal Mail website.
4. Select your nearest drop off point, or enter in your collection address if you choose ParcelCollect, then select ‘Create your label’. You should receive an automated email including a label or QR code.
5. Take your parcel and your QR code to your chosen drop off point and they’ll take care of the rest, or you can print and attach the returns label provided. Place your return in a single parcel including your returns note/form.
6. If you arrange a collection, the postie will bring a label for you and just make sure you are at the address at your chosen collection time to hand over the parcel.

Please make sure all the items you’ve selected to return fit in one parcel. If they don’t fit, you’ll need to create a separate return for the second parcel with the items in it – it will have its own QR code and tracking number. Please note any additional labels created will be charged at £3.50 per label.

Please make sure your parcel doesn’t exceed the size listed below (otherwise the carrier may not be able to accept it).

• Maximum size: 61 cm x 46 cm x 46 cm
• Maximum weight: 20kg

• You can track your parcel by using the tracking number provided to you upon making the return.
• Once your parcel reaches our warehouse, it may take up to a further 14 working days for your refund to be processed, however we always aim to do this asap. We will send you an email once the refund is processed.
• The payment will be refunded to the account you originally used to make the purchase.

If you are arranging your returns through our returns portal, please ensure that you obtain proof of postage should you need to contact us regarding your return.

Returned items must be unworn (unless tried on) and in the original condition as received by you. If the returned item is in a condition where we’re unable to put it back into stock, we may not be able to accept your return and may have to send it back to you.

We will only accept returns for products purchased on this website or our Pachamama Woollies Etsy page. We cannot accept any products purchased through other distribution channels or shops. If the item is purchased elsewhere, please contact them directly.