Shipping and Returns Information

IMPORTANT PLEASE READ THE BELOW INFORMATION BEFORE ORDERING

Returns Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase and clear images.

To start a return, you can contact us at sales@prowoolinsulation.com.  If your return is accepted, you will be provided our returns address and shipping information. For change of mind returns customers are required to pay for the return shipping on return. Upon receiving the returned goods the warehouse team will inspect the goods based on the above criteria and issue a refund for 100% of the product value.

You can always contact us for any return question at sales@prowoolinsulation.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item with a gift card we can issue. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 14 business days have passed since we’ve approved your return, please contact us at sales@prowoolinsulation.com.

Shipping Information

Currently we only ship our Prowool Insulation to countries within in the United Kingdom. If you would like delivery to the EU, reach out to sales@prowoolinsulation.com for a quote.

Order processing time varies. Typically it can take up to 4-5 business days for dispatch. If there are any further delays the sales team will reach out to you asap. Courier delays or losses are rare, but we apologise in advance should this occur and we will assist promptly. Please work with us if this should happen.

Shipping Services Available

  • Royal Mail: Standard Postage (2nd Class).
    • Includes Tracking information.
    • For orders between 2.5kg to 5kg
  • Royal Mail: Express Postage (1st Class).
    • Includes Tracking information.
    • For orders between 2.5kg to 5kg.
  • Parcel Force: Next business day delivery before 12pm.
    • Includes up to date tracking information.
    • Available any orders 2.5kg and more.