Refund policy
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Select your region to see the terms that apply to your order.
Tap a region above to jump to the applicable policy.
Returning an unwanted item
Unopened items can be returned within 14 days of delivery. Email us within that window, then send the item back within a further 14 days.
Return postage is yours to pay and isn't refunded — expect around £4–£8 for a tracked service. We refund the item price plus the standard delivery charge you paid. Delivery upgrades aren't refunded.
We process refunds within 14 days of receiving the item, or of your proof of postage.
Faulty or wrong item
If an item arrives faulty, damaged, or isn't what you ordered, email us with photos and we'll put it right. We cover return postage.
- ◆ Within 30 days: full refund, or a replacement if you prefer.
- ◆ Up to 6 months: we'll replace it, or refund you if we can't.
- ◆ After 6 months: get in touch. We may ask for evidence of the fault.
Returning an unwanted item
Unopened items can be returned within 14 days of delivery. Email us within that window, then send the item back within a further 14 days.
Return postage is yours to pay and isn't refunded — expect around €6–€12 for a tracked service. We refund the item price plus the standard delivery charge you paid. Delivery upgrades aren't refunded.
We process refunds within 14 days of receiving the item, or of your proof of postage.
Faulty or wrong item
If an item arrives faulty, damaged, or isn't what you ordered, email us with photos and we'll put it right. We cover return postage.
- ◆ Within 30 days: full refund, or a replacement if you prefer.
- ◆ Up to 2 years: we'll repair or replace. If neither is possible, we'll refund you.
- ◆ After the first year we may ask for evidence the fault was present at delivery.
Change of mind
We're unable to accept returns for change of mind, including the wrong size or shade ordered.
Every product page has a size guide and a shade guide. If you're unsure, email us before you order and we'll help you choose.
Faulty or wrong item
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law, and equivalent guarantees in New Zealand.
Major problem
You choose a refund or a replacement, and may be compensated for any other reasonably foreseeable loss or damage.
Minor problem
We'll repair, replace or refund. If it isn't resolved within a reasonable time, you can then ask for a refund or replacement.
Email us within 14 days of delivery with photos. Where a return is needed, we cover the postage.
Change of mind
We're unable to accept returns for change of mind, including the wrong size or shade ordered.
Every product page has a size guide and a shade guide. If you're unsure, email us before you order and we'll help you choose.
Faulty or wrong item
If an item arrives damaged, faulty, or isn't what you ordered, email us within 14 days of delivery with photos.
- ◆ We'll send a replacement or refund you — your choice.
- ◆ Where a return is needed, we cover the postage.
Change of mind
We're unable to accept returns for change of mind, including the wrong size or shade ordered.
Every product page has a size guide and a shade guide. If you're unsure, email us before you order and we'll help you choose.
Faulty or wrong item
If an item arrives damaged, faulty, or isn't what you ordered, email us within 14 days of delivery with photos.
- ◆ We'll send a replacement or refund you — your choice.
- ◆ Where a return is needed, we cover the postage.
If your order hasn't arrived within 30 days of the delivery estimate, email us and we'll refund you.
Change of mind
We're unable to accept returns for change of mind, including the wrong size or shade ordered.
Every product page has a size guide and a shade guide. If you're unsure, email us before you order and we'll help you choose.
Faulty or wrong item
If an item arrives damaged, faulty, or isn't what you ordered, email us within 14 days of delivery with photos.
- ◆ We'll send a replacement or refund you — your choice.
- ◆ Where a return is needed, we cover the postage.
Where the law in your country gives you more than this policy sets out, that law applies and we'll honour it.
Hygiene-sealed items
Some products arrive in a sealed hygiene pack. Once the seal is broken the item can't be returned or exchanged — unless it's faulty, damaged on arrival, or not what you ordered.
Which products
Tights and hosiery · socks · underwear and intimates · shapewear · swimwear · anything whose packaging carries a hygiene seal notice
Check the size and shade before opening the pack. You can hold the pack against your skin to compare the shade without breaking the seal.
How to start a return
Email us
Write to care@woolisi.com.au with the subject "Return – Order #[your order number]". Tell us which item and what's wrong, and attach photos if something is damaged or faulty.
We reply with the address
We aim to respond within 5 business days with the return address and instructions. Please don't post anything back before you hear from us.
Post it tracked
Pack the item securely with its tags and packaging, and use a tracked service. Keep your proof of postage — we'll need it if the parcel goes astray.
Getting your money back
Refunds go back to the payment method you used. Once processed, your bank or card issuer usually takes a further 3–10 business days to show the money.
Where we offer store credit as a goodwill gesture, it's valid for 12 months and carries no fees.
What we can't take back
- × Hygiene-sealed items once the seal is broken, unless faulty
- × Items worn, washed, scented, altered or damaged after delivery
- × Personalised or made-to-order items, unless faulty
- × Gift cards and store credit vouchers
- × Requests made outside the time limits above
Any questions
We're here to help
Sizing, shades, a return, or an order in transit — just email us.
care@woolisi.com.auWoolisi
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