Refund policy

Returns & refund policy

Village Wools is owned and operated by ADVERTEX ADVERTISING RESEARCHES AND CONSULTANCIES LLC, a company registered in Dubai, United Arab Emirates (Licence No. 1054701), which operates the brand in the United Kingdom. We want you to be happy with every order, so we offer a 30-day money-back guarantee on all products.

30-day returns

You can return any item within 30 days of the day you received it, for any reason: wrong size, wrong colour or simply a change of mind. This goes beyond your statutory 14-day right to cancel under the Consumer Contracts Regulations 2013.

Conditions

  • The item is unworn and unwashed, in its original condition, with all tags and the original packaging. Please try items on carefully; footwear should be tried indoors on a clean surface so the soles stay unmarked.
  • You let us know within 30 days of delivery and send the item back within 14 days of our confirmation.
  • Items returned without prior notice, or outside these time limits, cannot be refunded.

How to return

  1. Email us at support@villagewools.com or use our Contact page with your order number and the item(s) you want to return.
  2. Within 1 business day we confirm your return and email you the return address (our returns warehouse in China) and a short returns form to put inside the parcel.
  3. Send the parcel with a tracked service and keep the receipt. The return postage is paid by you, unless the item is faulty or not what you ordered (see below).
  4. When the parcel arrives, we check the item and refund you.

Refunds

We refund the full product price to your original payment method within 14 days of receiving the return. The refund usually shows on your statement within 3–5 business days, depending on your bank. If you return part of an order, we refund the returned items.

Exchanges

Need a different size or colour? The quickest way is to return the item for a refund and place a new order, so the new item is on its way immediately. If you prefer, email us at support@villagewools.com or use our Contact page and we will arrange an exchange for you.

Faulty, damaged or wrong items

If an item arrives faulty, damaged or not as ordered, email us at support@villagewools.com or use our Contact page within 14 days of delivery with a few photos. We will send a replacement or refund you in full, including the original and return postage. Your statutory rights under the Consumer Rights Act 2015 are not affected.

Cancelling an order

You can cancel an order free of charge at any time before it is dispatched: email us at support@villagewools.com or use our Contact page with your order number and we refund you in full. Once the order has been dispatched, please use the returns process above.

Late or missing refunds

If you have not received a refund 14 days after we confirmed it, first check with your bank or card provider; refunds can take a few days to post. If it still has not arrived, email us at support@villagewools.com or use our Contact page and we will look into it straight away.

Questions

Our customer service team is available Monday to Friday, 9:00–17:00 (UK time) and aims to reply within 24 hours on business days.

  • Company: ADVERTEX ADVERTISING RESEARCHES AND CONSULTANCIES LLC
  • Licence No.: 1054701
  • Registered address: P.O. Box 624937, Dubai, United Arab Emirates
  • Email: support@villagewools.com
  • Customer service: Monday to Friday, 9:00–17:00 (UK time); we aim to reply within 24 hours on business days