Shipping & Returns

Shipping Policy

Each piece at Somerset Living Wool is handmade, so please allow 6 weeks for your order to be made and then be shipped. This timeframe may be longer during busy periods.

Please ensure your delivery location is secure, as once the package has been delivered Somerset Living Wool is no longer responsible for lost or stolen packages. For any special or urgent requests please email us directly at info@somersetlivingwool.co.uk.

We use a courier to ensure safe passage from our studio to your door, please feel free to request the tracking information.

For international shipping, we do not take responsibility for any other costs incurred after postage, including but not limited to import taxes.

While we have discounted for our customers the actual delivery costs for large orders, we cannot offer this at any lower price as we do not ship mass packages to constitute cheaper shipments

Our P+P costs have been set to be fair to both the customer and the company, and are calculated on checkout (based on the order total so that it is fully insured).

Return & Exchange Policy

We enjoy being able to offer each of our pieces in any bespoke way of your choosing however, once an item has been made in a colour of your choice, or with adjustments for your measurements (I.e. your height), this bespoke item is non-returnable. Items that are not bespoke may be returned.

We hope to be fair by stating that as a small independent business making unique items handmade to order, we primarily offer exchanges or credit as a form of return.

Any form of return must be completed within 14 days from date of arrival.

The Items must be in unused, original perfect condition upon return, otherwise your item(s) will not be exchangeable. Please be aware that the current waiting time will then apply for your new item to be made once the original piece has been received and approved.

We include detailed descriptions for those ordering online so that customers have full disclosure on what it is they are purchasing, but returns may be possible adhering to customers rights. Please email us at info@somersetlivingwool.co.uk. if you need further help and information.

Please be aware that the customer is responsible for the return shipping costs, and for the cost of shipment for the replacement piece(s). We recommend using a tracked delivery service, as we are not responsible for any lost packages and the customer must open a case with the courier should any issues arise.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging.

Somerset Living Wool is unable to accept returned items for "change of mind" reasoning, so we ask you place some consideration into your orders.

You can always contact us with any queries at info@somersetlivingwool.co.uk.

Non-returnable items
Certain items are strictly non-returnable. This includes any pieces that have been made bespoke for customer, including but not limited to bespoke colour choice, altered lengths, widths, additions etc), plus any special or personalised orders. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items.

Refunds
If in special circumstances a refund is required, you’ll be automatically refunded through your original payment method once we’ve received and inspected your returned piece(s) and have confirmed that the refund can be approved. In the event that there is any damage/signs of wear not associated with reason for return, a refund will not be possible, and the item will be returned to you. Please remember it can take some time for your bank or credit card company to process and post the refund too.