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Complaints

If an item is defective or damaged due to reasons other than usage, you can make a complaint. 
A complaint is only applicable to defective goods – not to an exchange for a different size or product.

Follow these four easy steps to make a complaint about your purchase.

  1. Log in to your account. Not registered? No problem, you can load your order using the order number.
  2. Select the products you want to return.
  3. Tell us what the problem is and choose the option you think will enable us to resolve the complaint to your satisfaction best.
  4. Forward the package to us. In case of returns, the shipping costs must be covered by you.

If you require assistance, give us a call on +420 226 258 800 or send us an email to info@woolville.com.

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How can I make a complaint?

Some items do not need to be physically returned, just send an email with photos of the defect to info@oveckarna.cz. We will then contact you with information about what happens next. If you prefer to fill out a complaint form, you can upload photos there. In this case, please let us know by email so that we know not to expect a package.

What defects can be subject to a complaint?

Complaints can be made when the defect is not caused by improper use or handling of the product. A complaint related to a manufacturing defect can be made within 12 months of purchase.

How can I check the status of my complaint?

Once we receive the item, we will inform you of the outcome of your complaint within 30 days.

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