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Delivery and Returns

Delivery Policy and Returns

                      Please click here for our Returns Policy

Delivery Costs

To find the delivery cost, please add items to your basket and then enter the destination country and post code on the shopping basket page in the "Estimate Delivery" box.  The cost varies depending on the size and combination of items, the destination and the time of year.

UK Delivery

We guarantee all weekday orders placed by 2pm with express delivery are dispatched same day.  (In fact almost all such orders are dispatched on the same day and we will always do our best to dispatch later orders on the same day too.) Orders with Free or Economy delivery may be dispatched within 2-3 days (usually sooner) but please note that we don't dispatch orders at weekends or on English public holidays. We are a small business and are not open 24 hours or weekends!  Our couriers collect in the afternoon so please don't expect delivery the next day if you order after 3pm!

If an item is out of stock the website will tell you before you order it, errors and omissions excepted. If part of your order is out of stock at the time you order it we will hold all the items in the order for you until everything is available, then send it all together. Please advise us if you wish us to rush part of your order to you, and please note that this may incur an additional delivery charge.

Delivery Methods

We use Royal Mail Tracked services (1st and 2nd Class) and Interlink Express Courier.  Interlink Express generally does a fantastic job and if you choose an Express delivery method they will text/email you predicting which hour they will arrive so you don't have to wait in.  You can also track the vehicle so that the expected delivery time can be narrowed down to about 15 minutes accuracy. It's well worth paying for!  Depending on circumstances we may use other carriers.

Highlands and Islands

Please note that some more distant destinations in the UK are not served by some of the carriers and some parcels are too big to go by Royal Mail. Therefore such places (e.g. Inverness) do not benefit from the same low delivery rates as Edinburgh or Aberdeen. We are very sorry about this and as soon as we can get more competitive rates to these destinations we will! The upside, of course, is that you do live in a really lovely part of the country!

International Delivery

Orders going overseas are usually dispatched within the same time frame as UK delivery but more far-flung destinations may take an extra day or two.  We use various carriers depending on the parcel size, destination and time of year. All methods have varying levels of tracking. Typical journey times are: France, Netherlands, Germany 1-3 days; Spain 3-5 days; Eastern Europe 3-6 days; USA and Canada, Australia 3-5 days. 

Detailed Delivery Policy

Items sent by courier must be signed for on delivery at their destination. If you choose to have your parcel left in a specified "safe" place or with a neighbour you are responsible for it from the time it is left in the specified place.  Delivery by Interlink Express is by 5pm the next working day after dispatch for most of the UK, but offshore and the more remote parts of Scotland (and Inverness) as well as Northern Ireland it will take at an extra working day. 

Orders with Free Delivery

Occasionally we may offer Free Delivery promotions.  If we are offering such a promotion it will be clearly visible at the "Estimate Delivery" section on the Basket Page, on the Checkout Page and also on other areas on the web site e.g near the top of each page. The same offer may not be available for telephone or mail orders (as we do not have sufficient staff to handle high levels of telephone orders).  An example promotion to specifed destinations would be "Free UK Delivery for orders over £x".  Free Delivery will be the lowest cost delivery method and may be by "Royal Mail Tracked 2nd Class" or by Interlink Express courier (depending on the size and value of the package) and may need to be signed for upon receipt. Provided all the items are in stock we aim to dispatch Free Delivery orders as above, but orders with a paid for delivery method will receive priority, so although they are usually dispatched on the same working day of order they should be dispatched within 3 working days of order at the latest.  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: higher value/weight items may 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.)

Our usual courier Interlink Express does not normally deliver on Saturdays. If you require a Saturday delivery please specify this at checkout. There is a small premium for this service. Our courier does not deliver on Sundays or Public Holidays.


If you have ordered using Express Delivery please use the tracking link we have sent you to track your parcel and if the package is delayed or lost please contact us with your order number.  For Economy and Standard Delivery and Free Delivery we use Royal Mail's Tracked 48 Service where possible. Parcels are tracked door to door and the majority of our orders (95%) are received within two to three days of dispatch. Please use the tracking link we sent you to track your parcel and ensure the address is correct.  If you still haven’t received your order after 5 working days, please contact us and we will do our best to help out. It is also worth speaking to your local Royal Mail sorting or delivery office, as usually delayed items are actually in the local delivery office. ready for collection.  


We deliver to most  countries that are 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 options 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 4-8 days for rest of the world.  Please note that we are not responsible for fees, charges, duties, tax or other costs applied by customs or other authorities in foreign countries. 

Returns Policy

Christmas Returns Policy

Subject to our other Terms and Conditions we offer a hassle free Christmas Returns Policy

If you are not entirely happy with the products that you have chosen, then you may return them to us within 28 Days of dispatch date.  (If you require a longer returns period please contact us before placing the order and we will do our best to help you.) 

General Returns Policy

You can exchange or return your items up to 28 days from the date of dispatch.  As long as we receive the returned item in saleable condition as "new" with the original packaging we will arrange a refund or exchange (subject to stock availability) within 30 days. From 28 days to 56 days we can offer an exchange. (If you require a longer returns period please contact us before placing the order and we will do our best to help you.) 

Some items are non-refundable and/or non-returnable. The following limitations apply: -

  • Sale and Bargain section items need to be returned within eight (8) days of dispatch date: they are not refundable after this time but you can still exchange them for up to 20 more days
  • Bespoke, Custom Made and Special Order and Embroidered Products are not returnable unless Faulty
  • Items that have been damaged, marked, soiled with human/animal hair, perfume or other odours are not returnable
  • Swatch Service items are not refundable (this is a Service not a Product sold)

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 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 or in use.

Returning An Item

To return any products to us, please return the item together with the fully completed Returns and Exchanges Form (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 together with any other packaging that may be required to protect it, together with the invoice and send it to:


PL30 4EG

Items are returned at your own risk so please pack them carefully.  Items are returned at your expense unless they are faulty. We recommend items sent to us are sent via an insured/secure delivery method and that you obtain a certificate of posting beacuse we are not responsible for them until they arrive safely with us.  If the items returned are Faulty we will refund the delivery cost to you and will also pay you for the cost of posting back to us if within the UK. If you wish to be refunded postage for a Faulty item you must include a receipt for the postage cost.

Please note if the colour etc is wrong and you can see without opening it that you won't want the product then please don't remove it from its packaging as items are easily marked or pick up hair or other fluff which can prevent them from being saleable as new.  If we can't sell it as "new" we won't be able to give you a refund.  For the same reason please take care that you have checked that you have ordered the correct size before you unwrap the item: please check the dimensions carefully before unwrapping.


Debit/Credit card refunds can only be credited to the same card the order was placed with. If we are refunding you postage costs that were incurred sending an item back to us we will have to send you a cheque.

This does not affect your statutory rights.

Business to Business / Trade / Commercial Customers

We do not accept returns from trade customers without prior authorisation from The Wool Company.  In any case and unless the item(s) is/are faulty we would charge a restocking fee of 20% for all and any returned items from business/trade customers. Please contact us for our full Business to Business Terms.