We've always gone way beyond any legal requirements of an internet-based company in terms of our policies and customer service. And now we want to clarify these as unfortunately we feel our good nature has been somewhat taken advantage of.
Each term starts with the same thing: contact us! We're very approachable. The terms are simply here to protect you and us too. It's all very straightforward. Here we go:
The basics: 'we' means Barbara and Jonathan Frank Hersey who together trade as Woolly Babs; 'you' is the customer; 'jumper' is used to cover our range of products including jumpers for babies, kids and adults, jumper dresses, dog jumpers, t-shirts and aprons.
If you want to return a jumper to us for any reason, please tell us immediately!
As you are buying online you have the right to return anything to us within seven days of the purchase, whatever your reason. You must tell us of this intention within seven days. You will then need to send it back to us in the same condition, unworn and with the original labels. We also ask that you fold the jumper neatly. We put a lot of care into our jumpers and only send out the best to our customers so if we receive one back that has been screwed up then it is entirely at our discretion whether any refund will be given.
Please send it recorded delivery to:
If you don't send it recorded delivery and it doesn't arrive then we cannot accept responsibility for its loss and cannot refund you or send a replacement. Make sure to keep your receipt safe. It should cost around £3.60 for a single jumper 1st Class Recorded. (And if you post it recorded and it doesn't arrive, see Postal Issues below.)
If the jumper is faulty (this has never happened) or we've made a mistake, then we will of course refund you for your postage.
If you want a different size then please contact us immediately. We want you to have exactly the jumper you want, so letting us know is crucial in November and December when sales are frantic. Please await our instructions before posting your jumper back.
This is the only area where we're really frustrated by being a small company. We simply cannot absorb the costs of sending out multiple sizes. We provide very thorough size charts of our jumpers and so by buying a jumper from us you are agreeing that you fully understand the size of the garment. Please do get in touch if you want to request a different size as our rule is that we can no longer pay either for you to send the jumper back or for us to send out the replacement.
Once you have been in touch, we will put the size you require to one side if we have it in stock (or make it). If we don't have the size you require then we can refund you. The next step is to return it to us at the address above after you have contacted us to tell us you are doing so. You will need to include a note to tell us who you are too! You will also need to enclose £4.00 (cheques made payable to Woolly Babs) or make a PayPal transfer to firstname.lastname@example.org to cover the cost of us sending out the different size.
Please see our general guide in our shipping section.
We use Royal Mail who generally do a very good job. However, they're not perfect. Items can be delayed and can even go missing.
Everything we send is tracked which means you have to sign for delivery. If you are not in when delivery is attempted then a card is left for you with details of how you can arrange re-delivery at home, at a Post Office or where you can go to pick up your parcel.
When we despatch your order we include the tracking number which you can check yourself through Royal Mail.
If you check tracking and it says delivery was attempted but there's no card, it says delivered but you didn't get it or any other issue, call 08457 740 740. Please note that the Post Office is a separate company to Royal Mail (we realise this is ridiculous) so Post Office staff will be unable to help you.
Please feel free to contact us about these issues, but as the senders we do not have access to any more information than you do as the receiver.
Our standard UK delivery is 1st Class. Please note that this does not have a time guarantee and that it is not fully tracked with the item's location at all times. It simply records the delivery. Royal Mail's policy is that an item is not late or missing until after 15 working days after it 'should have arrived' which means for 1st Class a total of 17 working days.
We understand this is frustrating at Christmas time. Therefore we have decided that we will offer the option whereby, subject to stock availability, if after 5 working days of receiving your despatch email from us you haven't received your order, you may purchase another jumper and we will send it out and refund you for the missing/delayed order after Royal Mail's notice period and received the original order back in the case of a delayed item.
Please bear in mind that Royal Mail generally don't refund us for lost or delayed items but if the planets align during a battle with them and they do, then they only compensate us at cost price, not selling price. Please also bear in mind that this service means we lose the chance to sell that second order to another customer before Christmas.
For our £3.50 Standard International service we cannot accept any responsibility for lost or delayed items. We have proof of postage but there is no proof of delivery. You are accepting this risk by choosing this great value option.
For AirSure then you can track progress of your order with the tracking number sent in the despatch email from us.