Terms of Service
Last updated: 9 November 2026
1. Who we are
Woolen Sleep (woolensleep.com) is operated by WOOLEN TRADING LTD, a company registered in England and Wales, company number 17570152, registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom ("we", "us").
Contact: contact@woolensleep.com · +44 7893 931290 · Monday to Saturday, 9am–6pm UK time.
2. About these terms
These terms apply to all orders placed on our website. By placing an order you accept them. They do not affect your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. We sell to customers in the United Kingdom only, in pounds sterling (GBP). You must be 18 or over to order.
3. Your order
After you order, we email you an order confirmation. The contract between us is formed when we email you to confirm your order has been dispatched. If we cannot fulfil your order (for example, the item is out of stock or there is an obvious pricing error), we will tell you and refund you in full.
You can cancel your order free of charge at any time before it is dispatched by emailing us. We will refund you in full.
4. Products
Product images are for illustration; colours may vary slightly depending on your screen. Some products are shipped directly from our partner suppliers' warehouses, which may be located outside the United Kingdom. Estimated delivery times are shown on every product page and in our Shipping Policy.
5. Prices and payment
All prices are in GBP. We are not currently registered for VAT, so no VAT is added to our prices. The total price, including delivery, is shown at checkout before you pay. You will not pay any customs duties or import fees on delivery.
Payment is taken when you place your order. Payments are processed securely by our payment providers; we never see or store your full card details. The charge will appear on your bank statement as WOOLEN SLEEP.
6. Delivery
Delivery costs and times are set out in our Shipping Policy. Unless we agree otherwise, we will deliver within 30 days of your order. If we cannot, you may cancel and receive a full refund. The products are your responsibility once delivered to you or to someone you nominate.
7. 30-day full refund
You may cancel and return any eligible product within 30 days of delivery for a full refund, without giving a reason. This is longer than the minimum required by UK law. We refund you within 10 days of receiving the item back, or of you giving us proof of return. Full details, exclusions and the cancellation form are in our Refund Policy.
8. Faulty or incorrect items
We must supply products that are of satisfactory quality, fit for purpose and as described. If a product is faulty, damaged or not as described, contact us: we will repair, replace or refund it, and we pay the return costs. Under the Consumer Rights Act 2015 you can reject a faulty item for a full refund within 30 days, and you have rights to a repair, replacement or refund for up to six years. For more information visit www.citizensadvice.org.uk.
9. Discount codes
Discount codes have no cash value, cannot be exchanged for cash and, unless stated otherwise, only one code can be used per order. Promotions run for the dates shown in the offer.
10. Our liability
We are responsible for foreseeable loss or damage caused by our breach of these terms or our negligence. We do not exclude or limit liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, fraud, or your statutory rights relating to the products. Our products are for domestic and private use only.
11. Events outside our control
We are not responsible for delays caused by events outside our reasonable control. If this happens, we will contact you, and you may cancel and receive a refund for products not received.
12. Your personal data
We use your personal data as described in our Privacy Policy, in line with UK GDPR and the Data Protection Act 2018. Some providers process it in the US (UK → US transfers). See our Privacy Policy for your rights and how to complain to the ICO.
13. Complaints
If something goes wrong, please contact us first at contact@woolensleep.com with your order number. We acknowledge every complaint within 1 business day and aim to resolve it within 5 business days. If you are not satisfied, you can ask for your complaint to be reviewed by a manager.
We do not currently use an alternative dispute resolution (ADR) scheme. If your complaint is not resolved, you can get free advice from Citizens Advice (www.citizensadvice.org.uk, 0808 223 1133) or bring a claim in the small claims court.
Please contact us before opening a payment dispute with your bank — we can usually resolve things faster. This does not affect your rights, including chargeback or section 75 Consumer Credit Act 1974 rights.
14. General
We may update these terms; the version in force when you placed your order applies. If any part of these terms is found unlawful, the rest remains in force. Only you and we have rights under this contract.
15. Governing law
These terms are governed by the law of England and Wales. You may bring proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in your local courts.