Refund policy

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. If you are unhappy with any item, you may return it within this period for a refund, provided it is in its original condition.

To be eligible for a return, your item must be unused or unworn, with tags attached, in its original packaging, and accompanied by proof of purchase.

To start a return, please log in to your account and cancel your order from there. Alternatively, please contact us at: mailroom@shetlandwoolbrokers.co.uk. Returns must be sent to:

Jamieson & Smith (Shetland Wool Brokers LTD)
90 North Road
Lerwick
Shetland
ZE1 0PQ

Items sent back without first requesting a return will not be accepted. If a return is received without prior contact, or if it is outside the 14-day window for change-of-mind returns, we may not be able to process a refund and the item may be returned to you.

You are responsible for the cost of returning items to us. If you are requesting an exchange, you will also be responsible for the postage cost of the replacement item. Once your return is received, we will contact you to arrange payment for any outgoing postage.

Damages and issues

Please inspect your order on arrival and contact us immediately if an item is defective, damaged, or incorrect so we can resolve the issue.

Exceptions / non-returnable items

Certain items cannot be returned, including perishable goods, custom or special orders, personal care items, hazardous materials, and flammable liquids or gases. Sale items and gift cards are also non-returnable.

Exchanges

The quickest way to exchange an item is to return your original item for a refund and place a new order once your return has been accepted.

Refunds

Once we have received and inspected your return, we will confirm whether your refund has been approved. If approved, it will be processed to your original payment method within 10 business days. Please note your bank or card provider may take additional time to complete the transaction. If more than 15 business days have passed since approval, please contact us.