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Buy 3 friends, get 1 free – applied automaticallyFree shipping on orders over CHF 45Handmade felt friends, one by oneJoin the Fuzzy Club for 10% off your first orderBuy 3 friends, get 1 free – applied automaticallyFree shipping on orders over CHF 45Handmade felt friends, one by oneJoin the Fuzzy Club for 10% off your first order

Refund policy

Returns and refunds

We want every felt friend to arrive happy. If something isn't right, here is how it works.

Changed your mind

You can return items you haven't used, in their original condition, within 14 days of delivery. Email us first at hello@woollyhollow.com with your order number and we'll send you the return address. Return shipping is at your cost; we recommend a tracked service. When the item reaches us, we refund the item price to your original payment method within 14 days. If you return the whole order, we refund the original shipping cost as well.

Damaged, faulty or wrong item

If your order arrives damaged, faulty or not what you ordered, email us within 14 days of delivery with your order number and a photo. We'll send a replacement or give you a full refund including shipping. You won't need to send the item back unless we ask you to.

Lost parcels

If your tracking hasn't moved for 15 business days, or your parcel hasn't arrived 30 days after dispatch, let us know and we'll resend it or refund you.

Good to know

  • Each friend is shaped by hand, so small differences in shape, colour and expression compared with the photos are normal and are not a fault.
  • We can't accept returns of items that have been used, washed or damaged after delivery, or of gift cards.
  • If you return part of a "buy 3, get 1 free" order so that it no longer qualifies, the discount you received is deducted from the refund.

Your legal rights

This policy doesn't limit any rights you have by law. In Switzerland, the statutory two-year warranty for defects applies.

For customers in Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Questions? Write to hello@woollyhollow.com. We reply by email, usually within 1–2 business days.