LEGAL

Terms, Refunds, Shipping & Privacy

This page sets out the terms that apply when you buy Hikers Wool from WOOLWELL, how returns and refunds work, how we ship within Australia, and how we handle your personal information.

Terms & Conditions

This website is operated by WoolWell Pty Ltd [ABN 00 000 000 000] (“WoolWell”, “we”, “us”). You can reach us via the contact form on our site. By placing an order through this site you agree to these Terms.

Orders & pricing

A contract of sale is formed when we (via our payment processor, Stripe) confirm that your payment has been authorised, not when you add an item to your cart or submit your details. All prices are displayed in Australian dollars (AUD) and, where applicable, include GST. We reserve the right to correct obvious pricing errors before an order is confirmed.

Payment

Payments are processed securely by Stripe. WoolWell does not store your full card details on its own servers. Stripe handles that in line with its own security standards (PCI DSS).

Delivery

We currently ship within Australia only. See the Shipping section below for dispatch times and carrier details.

Product information

We do our best to describe Hikers Wool accurately, including weight, fibre content and intended use. Minor natural variation in colour or texture is normal for an undyed merino product and is not a fault. Because the wool is processed without harsh carbonising chemicals, it may also contain small traces of vegetable matter (such as seed or plant fragments). This is a characteristic of minimally processed natural wool, not a defect.

Limitation of liability

To the maximum extent permitted by law, and subject always to your rights under the Australian Consumer Law (ACL) which cannot be excluded, WoolWell's liability for any claim arising from your purchase is limited to the replacement of the goods, the resupply of the goods, or the refund of the amount you paid.

Governing law

These Terms are governed by the laws of Australia, and you submit to the non-exclusive jurisdiction of the courts of Australia.

Returns & Refunds

Nothing in this policy limits your rights under the Australian Consumer Law. If Hikers Wool is faulty, not as described, or otherwise fails to meet a consumer guarantee, you are entitled to a repair, replacement or refund regardless of the conditions below.

Change of mind

If you simply change your mind, we accept returns of unopened, unused pouches within 30 days of delivery for a refund of the product price. The pouch must be in its original, sealed condition. Return shipping is at your own cost, and we recommend using a tracked service since we cannot refund a parcel that goes missing in transit.

Because Hikers Wool is a personal-care product, we are unable to accept change-of-mind returns once a pouch has been opened, for hygiene reasons. This does not affect your rights under the Australian Consumer Law if the product is faulty or not as described.

How to request a return

Reach us via the contact form on our site with your order number and the reason for the return, and we'll confirm the next steps and, where applicable, a return address.

Refund method

Approved refunds are issued to the original payment method via Stripe. Please allow a few business days for the refund to appear, depending on your bank or card provider.

Shipping

We currently ship to addresses within Australia only. Shipping is free on every order, no minimum spend required.

Dispatch & delivery times

Orders are dispatched within [2–3 business days · TO BE CONFIRMED] of payment confirmation, via Australia Post standard service. Delivery typically takes a further few business days depending on your location.

Delays

If your order hasn't arrived within a reasonable time, or tracking looks stuck, reach us via the contact form on our site and we'll follow it up with Australia Post on your behalf.

Privacy Policy

WoolWell handles personal information in line with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).

What we collect

When you place an order, Stripe collects your email address and shipping address on our behalf to fulfil delivery. If you submit an enquiry or wholesale form on this site, we collect the details you provide (name, email, company, message).

Where it's stored

Order and enquiry records are stored with Supabase, hosted in a Sydney (Australia) region, and with Stripe for payment records. We do not sell or share your information with third parties beyond what's needed to process your order (Stripe) or respond to your enquiry.

How we use it

We use your information to fulfil orders, respond to enquiries, and manage our wholesale relationships. We do not send marketing emails, and we do not use tracking or advertising cookies on this site.

Your rights

You can ask us to access, correct or delete the personal information we hold about you at any time via the contact form on our site. We'll respond within a reasonable timeframe in line with the Australian Privacy Principles.

MEDICAL NOTICE

Hikers Wool is a general comfort product designed to reduce friction on skin. It is not a medical device and is not intended to diagnose, treat or prevent any medical condition. If you have persistent foot pain, diabetes, poor circulation or another condition affecting your feet, please consult a podiatrist or GP before use.

Last updated: 6 July 2026