DELIVERY POLICY

UK DELIVERY

All weekday orders received before Noon will, subject to availability, be dispatched on the same day. All orders received after Noon will, subject to availability, be dispatched on the following business day. If your order is really urgent please telephone us on 0845 130 8015 or +44 (0)1208 821 113 and we will do our best to help.  In the event that an item is temporarily out of stock, we will notify you of the delay and despatch it as soon as it arrives.

You may choose alternative options for delivery a rough guide is shown in the table below. Options for particular items or combinations of items are shown on the checkout page (which you will see before payment).

We use the Royal Mail for posting lighter weight items and offer various options; First Class Post, Special Delivery Next Day or Recorded Delivery (which will need to be signed for) for UK destinations.

For larger items like blankets and quilts or duvets etc (or indeed for orders of a number of smaller items) we use a high quality courier service which delivers to virtually all destinations within the UK the day after they collect from us. Items sent by courier must be signed for on delivery at their destination, so please ensure someone is available to do this. Delivery is by 3pm for most of the UK, but offshore and the more remote parts of Scotland as well as Northern Ireland will take at least an extra 24 hours.

The Shipping options and costs to all destinations are shown on the checkout page before the payment page, however for your convenience the table below gives a rough guide to what the postage costs will be for UK destinations

Guideline to Mainland UK Delivery Costs	Royal Mail First Class	"Next Day" Delivery
Socks (first pair)	£1.68 approx	£5.75
Nursery Sheepskin	£3.50	£7.99
Cuddle Blanket and Mohair Knee Blanket	£3.73	£7.99
Lambswool textured throw, Alpaca throw, Mohair throw, Merino throw, Travel rug, All sheepskins, Nursery underblanket, Cot duvet	£4.55	£7.99
All the other duvets, underblankets and supersoft merino, mohair and whipstitch blankets (only smaller items can go Royal Mail)	£6.50 - £8.00	£7.99 - £8.67

 

You can see what the exact cost of the postage will be for your particular order at the checkout page before you confirm and pay for it.

Please note that prices for multiple and combination orders will vary. e.g if you order one throw you may have the option to use Royal Mail First Class at a cost of £4.55 but if you order more than one, that option may not be available and you would need to use "Royal Mail Recorded" delivery or the courier "Next Day".

HOW QUICKLY WILL YOU RECEIVE YOUR ORDER?
All weekday orders except "Free Standard Delivery" Orders received before Noon will, subject to availability, be dispatched on the same day. All orders received after Noon will, subject to availability, be dispatched on the following business day. If your order is really urgent please telephone us on 0845 130 8015 or +44 (0)1208 821 113.

FREE DELIVERY ORDERS
Occasionally we may offer free delivery promotions, for instance "Free Standard Delivery on UK online orders until..." this means orders made directly through our website and refers to orders delivered to UK mainland addresses. We do not offer this option for telephone or mail orders except for high value orders as we do not have sufficient staff to handle high levels of telephone orders. Free Standard Delivery will be the lowest cost delivery method and may be by Royal Mail Tracked, 2nd Class or by Interlink Express and may need to be signed for. Provided (all) the item(s) is/are in stock we aim to dispatch Free Delivery orders as above, but paid delivery orders will receive priority, so Free Delivery Orders  should be dispatched within 3 working days of order.  If an order is out of stock when you order Free Delivery we will honour the free delivery promise even if we dispatch the order after the free delivery promotion ends.

PLEASE NOTE that higher value/weight items will be sent by our courier for a next day delivery. Unless you can specify a dry safe place to leave it the package will need to be signed for at the point of delivery. This means that under normal circumstances if you order in the morning for a destination on the UK mainland and IF THE ITEM IS IN STOCK you will receive your order the following business day, except for "Highlands and Islands" (remoter parts of Scotland and Northern Ireland may be subject to a 2 day delivery from our courier. (Most items are usually in stock.)

BUT our courier does not normally deliver on Saturdays. If you require a Saturday delivery please telephone us on 01208 821 113. There is a small premium for this service. Our courier does not deliver on Sundays or Public Holidays.

ITEMS DELAYED OR LOST IN POST

The majority of our orders (95%) are received within two days of dispatch. If you still haven’t received your order after 5 days, please send us an email and we will double check that we have your correct address. You may also want to consider speaking to your local Royal Mail sorting office, as a number of delayed items are actually in the sorting office, ready for collection.

INTERNATIONAL DELIVERY

We deliver to virtually any country that is not currently in a confllict zone.  To find the cost please put items in your basket and then enter the delivery address. You will then see the delivery aptions and costs.  Orders over 5kg or over £50 value will usually need to be signed for.

Due to the vagaries of international mail and the cost of guaranteed deadline services we currently do not offer a guaranteed express delivery for items over 5kg, however our standard delivery usually gets to its destination within 3-4 days for Europe and 4-5 days for rest of the world.  Please note that you will be responsible for any customs or import fees duties or other charges one arrival in the country of destination.

 

OUR RETURNS POLICY

If you are not entirely happy with the products that you have chosen, then you may return them to us within 4 weeks of dispatch date. (If you require a longer returns period please contact us before placing the order and we  will try our best to help you.

We will be pleased to offer you an exchange or, at our discretion, a refund, provided the products are returned complete, in perfect condition, unused, and in the original packaging.

Please note if the colour etc is wrong and you don't want the product then you would be well advised not to remove it from its packaging as it is very difficult to reseal the packaging so that it is restockable. If we can't sell it as "new" we won't be able to give you a complete refund.  You should also take care that you have checked that you have ordered the right size before you unwrap the item for the same reason please check the dimensions carefully before unwrapping.

For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. If you prefer, we will arrange to collect the products from you, but the cost of this will be charged to you and may be deducted from any refund to you.

All returns must be unused and in original, re-usable packaging and be received by us in original, new and re-stockable condition in order to receive a full refund. 

To return any products to us, please return the item together with the delivery note (which comes with your order) and clearly mark whether you would like a refund or exchange. Please pack the items back in the delivery parcel and any other packaging that may be required to protect it, together with the invoice and send it back to:

Returns Department
The Wool Company
Higher Hill Farm
Cardinham
Bodmin
Cornwall
PL30 4EG

When returning items you are strongly recommended to obtain proof of posting. We cannot accept responsibility for parcels lost in transit. We will only refund or provide an exchange for the costs of postage where the goods are faulty.

Please take care to read our Wool Care Advisory page or our Care Advisory enclosed with your order If you do not have one please contact us at enquiries@thewoolcompany.co.uk for advice on how to care for your product. We cannot accept items for a refund or exchange if they have been damaged in the wash.

None of this affects your statutory rights.

Business to Business / Trade Customers

We do not accept returns from trade customers without prior authorisation from The Wool Company. Unless the item(s) is/are faulty we will charge a restocking fee of 20% for all and any returned items from business/trade customers.