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Returns

This Is Mool has a 14 days return policy. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

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

To complete your return or exchange, please follow this steps:

  1. Contact us via email at returns@thisismool.com. Please include your customer order number and which items you would like to return or exchange. Please do not return items without getting in touch first. We will send you a RA number and the correct return address.
  2. Place the items in the original packaging and enclose securely.
  3. Ship with the courier of your choice. For your own benefit, please ensure to get a tracking number so that the carrier will refund you in the event of theft or loss during delivery.

Please note that the cost of return delivery is your own responsibility and will not be paid for by This Is Mool.

 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.We only offer a refund if the item was faulty.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


Late or missing refunds (if applicable)

If you haven’t received a refund yet, contact your bank. There is often some processing time before a refund is posted.

If you’ve done this and you still have not received your refund yet, please contact us at returns@thisismool.com.


Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded (unless faulty)


Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, please follow the steps detailed above and note that as all the items are hand knitted waiting times may vary.