Our 90-Day Satisfaction Guarantee

Love It or Your Money Back

If you're not completely delighted with your Swoollies within 90 days, we'll make it right – no hassle, no hard feelings.

A Full 90 Days to Decide

We give you three whole months to make sure your Swoollies is everything you hoped for. Try them on at home, see how they feel, and make sure they're the perfect fit. If they're not quite right, we're here to help.

Your Choice: Refund, Exchange, or Store Credit

Not happy? You can choose between:

• Full refund – We'll return your money to your original payment method
• Exchange – Try a different size, colour, or style that might be perfect for you
• Store credit – Get instant store credit to use whenever you're ready (no waiting for refunds to process!)

Whatever makes you happiest, we're here to make it happen.

Quality You Can Trust

Every Swoollies is made with care and attention to detail. If something isn't quite right – a loose stitch, an unexpected issue, or they're just not as cosy as you'd hoped – we want to know about it, and we'll sort it out.

It's Really Simple

1. Get in touch: Email us at info@swoollies.co.uk within 90 days of receiving your order
2. Tell us what's wrong: Let us know what's not quite right – we genuinely want to understand so we can improve
3. Send us photos: We'll ask you to send a quick photo of the item so we can assess its condition
4. We'll approve your return: Once approved, we'll send you your return label and return instructions including our packing guidelines
5. Pack and send it back: Follow our packing instructions to ensure your return arrives safely
6. Choose your resolution: Let us know if you'd prefer a refund, exchange, or store credit
7. All sorted: Once we receive and inspect your return:
   • Refund: Processed within 7-10 working days to your original payment method
   • Exchange: Your new item ships out within 1-2 working days
   • Store credit: Issued instantly and ready to use right away

What We Need From You

We want you to try your Swoollies at home to make sure it's right for you – that's the whole point! But it should still look new and unused. Think of it like trying on clothes in a fitting room: you can see how it feels and looks, but it shouldn't show wear from regular or extended use.

To keep things fair and hygienic for everyone, returned items must meet these conditions:

• New and unused condition: Socks should look and feel brand new, with no signs of regular or extended use. For hygiene reasons, we can only accept socks that haven't been worn beyond trying on
• Unwashed: Socks must not be washed. For hygiene and safety reasons, we need them in their original, unwashed condition
• Clean and fresh: No stains, odours, pet hair, or any signs of use. This hygiene standard protects all our customers
• Original tags attached: Please keep all tags on until you're certain you're keeping them
• Complete gift boxes: If you purchased a gift box, we need the entire box back with all its original contents and packaging. Our gift boxes are handcrafted and quite special, so they need a bit of extra care when packing – please see our packing instructions for how to protect them during return shipping
• Original packaging: Return items in their original packaging whenever possible – please see our packing instructions for how to protect them during return shipping.
• Within 90 days: Contact us within 90 days of receiving your order

Important: For hygiene and safety reasons, we cannot accept returns on socks that have been washed, show signs of regular or extended use, or are missing original packaging. For gift boxes, all items and packaging must be returned together in pristine condition. These standards help us keep our guarantee sustainable and safe for all our customers.

We believe in what we make. Every Swoollies is crafted with love and care, and we're confident you'll adore them. But we also know that sometimes things just don't work out – maybe the colour isn't quite what you expected online, or the size isn't perfect.

That's okay! We'd rather you be completely happy than settle for something that's not quite right. Your satisfaction means everything to us, and this guarantee is our way of showing you that we truly care about your experience.

Shopping with us should feel warm, safe, and risk-free – just like wearing your Swoollies.

What does "new and unused" mean exactly?

We want you to try your Swoollies at home to make sure it's right for you – that's the whole point! But it should still look new and unused. Think of it like trying on clothes in a fitting room: you can see how it feels and looks, but it shouldn't show wear from regular or extended use. For hygiene reasons, we can only accept socks that are in pristine, unused condition.

Can I wear them around the house to test them?

You can try them on briefly to check the fit and feel, but they should still be in new condition when returned. Walking around extensively or wearing them for extended periods would count as regular use. For hygiene reasons, we can't accept socks that have been worn beyond trying on.

What's the difference between a refund and store credit?

A refund goes back to your original payment method and takes 7-10 working days to process (plus a few days for your bank). Store credit is issued instantly once we receive and inspect your return, and can be used whenever you're ready to shop again – no waiting! It's perfect if you'd like to try a different style or save it for a future purchase.

How should I pack my return?

We've created detailed packing instructions to help you pack your return safely. This is especially important for gift boxes, which need extra care to avoid damage during shipping.

I bought a gift box – do I really need to return everything?

Yes, please! Gift boxes are sold as complete sets, so we need the box, all the socks, any tissue paper, cards, ribbons, or other packaging materials – everything that came in the box. We know it sounds a bit fussy, but our gift boxes are handcrafted and expensive to replace, so we can only accept them back as complete sets. Please follow our packing instructions carefully to ensure everything arrives back safely.

Who pays for return shipping?

We provide prepaid return labels for all returns to make the process convenient. For exchanges (different size or colour), returns are completely free. For refunds under our satisfaction guarantee, we deduct £3.95 from your refund to cover return shipping costs. However, if your item arrived damaged, faulty, or we made an error, we'll cover all return costs and you'll receive a full refund or free exchange.

Why do you need photos?

Photos help us quickly assess the condition and approve your return faster. It also helps us identify any quality issues we need to address. Don't worry – we're not looking for perfection, just confirmation that the items are in returnable condition!

Can I return just one pair from a gift box?

Unfortunately not. Gift boxes are sold as complete sets and must be returned as complete sets. If there's an issue with just one pair (like a defect), please contact us and we'll sort that out separately!

Can I exchange for a different product?

Absolutely! If you'd like to try something different, just let us know when you contact us and we'll help you find the perfect Swoollies for you.