Refund policy


At Woolala, every custom product is made specifically for your order. We take care to help ensure that products are produced according to the confirmed order details.
Because custom products are made to order, they are generally final sales. However, if there is a confirmed issue with your order, we will review it and work toward an appropriate resolution.

Custom Products and Final Sale

Most Woolala products are customized or made to order. For this reason, we generally cannot accept returns, exchanges, or refunds for the following reasons:
  • Change of mind
  • Ordering the wrong size, color, style, or quantity
  • Customer-approved spelling, artwork, design, placement, or personalization errors
  • Artwork, logos, text, or other content supplied or approved by the customer
  • Minor differences caused by screen settings, product materials, production methods, or normal print variation
  • Normal wear, washing damage, improper care, misuse, or damage after delivery
  • Sales items, gift cards, and custom samples, unless they arrive damaged, defective, or materially different from the confirmed order
Please review your product selection, size, color, spelling, artwork, and design preview carefully before placing or approving an order.

Damaged, Defective, Incorrect, or Materially Different Items

If your item arrives damaged, defective, incorrect, incomplete, or materially different from the confirmed order details, please contact us within 14 calendar days after delivery.
Examples of issues we may review include:
  • A product with a material manufacturing defect
  • A significant printing, embroidery, or decoration defect
  • A design that is materially different from the final design approved or submitted for production
  • The wrong product, color, size, or item received
  • Missing items from your order
  • Damage that occurred during shipment
To request a review, contact us at:support@woolala.com
Please include:
Your order number
The email address used for your order
A clear description of the issue
Clear photos of the item, print area, packaging, and shipping label where applicable
Please do not send products back before contacting us and receiving written instructions.

Our Resolution Process

Once we receive your request, we will review the order details, available production records, photos, and any relevant shipping information.
If we confirm that the issue is caused by a product defect, production error, printing or decoration issue, fulfillment error, or shipping damage, Woolala may offer one of the following remedies, depending on the circumstances:
  • Replacement or reprint of the affected item
  • Reshipment of a missing or incorrect item
  • Partial refund
  • Full refund
  • Store credit, if agreed with you
The appropriate resolution will depend on the nature of the issue, the affected items, available inventory, production timing, and shipping circumstances.
If a return is required, we will provide return instructions. Do not return an item to any address unless Woolala has confirmed that a return is required.

Shipping Issues

If your order is lost, damaged in transit, or delivered incorrectly by the carrier, please contact us as soon as possible.
We may need time to review carrier tracking, delivery records, photos, and other relevant information. Where appropriate, we will work with the carrier and our fulfillment partners to determine the next steps.
Delivery estimates are not guaranteed unless Woolala confirms a guaranteed delivery date in writing. Carrier delays, customs processing, weather events, peak shipping periods, and other circumstances outside our reasonable control may affect delivery timing.

Returns That Are Not Accepted

Unless required by applicable law, we do not accept returns or refunds for:
  • Customer preference changes after production begins
  • Incorrect size selection where the item matches the selected size
  • Slight color differences between a screen preview and the physical product
  • Minor print, placement, or material variations that do not materially affect the intended use or appearance of the product
  • Customer-supplied artwork, text, logos, or design errors
  • Products damaged due to misuse, improper washing, wear and tear, or handling after delivery
  • Unauthorized returns sent without prior approval

 

Order Changes and Cancellations

You may request a change or cancellation by contacting us as soon as possible at: support@woolala.com

Changes and cancellations may be possible only before an order enters production.
Once production has started, custom products may no longer be changed, canceled, or refunded because they are made specifically for your order.
Please note that approved changes to products, artwork, quantities, shipping details, or customization requirements may affect pricing and estimated delivery dates.

Refund Timing

If a refund is approved, it will be issued to the original payment method used for the order.
Refunds are typically processed within 10 business days after Woolala confirms the approved resolution. Your bank, credit card issuer, or payment provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at: support@woolala.com

Contact Us

For questions about returns, refunds, replacements, cancellations, or an existing order, please contact: support@woolala.com