Delivery and Returns
Simple: if you don't like something, simply send it back to us and as long as we can still sell it as new, we will be delighted to give you a refund, exchange or credit, whichever you prefer. Full details are HERE.
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.
- We are a small business and do not dispatch on weekends or public holidays and we are not open 24 hours
- We dispatch all weekday orders placed by 2 pm with "express delivery" on the same weekday (if the item is in stock, as detailed at checkout)
- We always do our best to dispatch later "express" orders on the same day too but our couriers pick up between 2:30 and 3:30 so orders after 2pm are likely to be dispatched the following woking day
- Orders with "Royal Mail Tracked" type deliveries will also be dispatched as soon as possible but may take an extra day
- Orders with Free or Economy delivery will be dispatched within 2-3 days (usually sooner) but in busy period other delivery methods take priority (see below for more info).
In light of the above, if you order on a Friday afternoon after 2pm, or on a Saturday or Sunday please don't expect your order to be deliivered on that Saturday, Sunday or Monday because we won't even have looked at it until Monday morning!
If an item is out of stock our website will tell you before you order it. If part of your order is out of stock at the time you order it we will usually 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.
We keep stock at more than one location so occasionally you may receive your order in more than one consignment.
We use Royal Mail Tracked services (1st and 2nd Class) and DPD Local for express consignments. DPD Local is an excellent premium service is very relaable and generally does a fantastic job: if you choose an Express delivery method they will text/email you, predicting in which hour they will arrive so you don't have to wait in all day. You can also track the vehicle so that the expected delivery time can be narrowed down to about 15 minutes accuracy. It's great value for money and well worth paying for! Depending on circumstances we may occasionally use other carriers.
Highlands and Islands
Please note that some more distant destinations in the UK are not served by some 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 for instance 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!
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 DPD Local is by 7pm the following 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 any other 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 always receive priority, so, although they are usually dispatched on the same working day of order, they will be dispatched within 3 working days of order at the latest. If an order is out of stock when you order using 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 at our discretion using a courier for a next working 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.
ITEMS LOST OR DELAYED IN POST
If you have ordered using express courier 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, 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. Most orders 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 2-4 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.
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
Simple: if you don't like something, simply send it back to us and as long as we can still sell it as new, we will be delighted to give you a refund, exchange or credit; whichever you prefer. Full details follow...
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, exchange (subject to stock availability) or store credit within 15 days of the items return. From 28 days to 56 days we can give you an exchange (subject to availaibility) or store credit. (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 have up to 28 days to return them for a store credit or exchange (subject to availability)
- Bespoke, Custom Made and Special Order, Embroidered, Personalised Items are not returnable unless Faulty
- Items that have been damaged, marked, soiled with human/animal hair, perfume or other odours are not returnable (we cannot and will not resell soiled goods!)
- 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 an item please include the fully completed Returns and Exchanges Form (which comes with your order), clearly marking whether you would like an exchange, store credit or refund. Please pack the item back in the delivery parcel together with all packaging and labels using any extra packaging that may be required to properly protect it and send it to:
The Wool Company Customer Returns
Higher Hill Farm
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 at least obtain a certificate of posting because we are not responsible for them until they arrive safely with us. If all the items in an order are Faulty we will refund the delivery cost to you and can also re-imburse you for the reasonable cost of posting back to us if within the UK but if you wish to be refunded postage for a Faulty item you must include a receipt for the postage cost we cannot refund postage costs without a receipt.
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! Items are easily marked and pick up hair or other fluff which can prevent them from being saleable as new. If we cannot 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 ordered item dimensions carefully before unwrapping too.
All items that we dispatch have been through rigorous quality control checks conducted by our reputable and carefully selected manufacturers as well as by us. Nevertheless, on rare occasions an item may be sent out that is faulty. In these circumstances, we will replace the item or at our discretion provide a refund of the purchase cost and any reasonable domestic postage cost. Please contact us as soon as you discover a fault and please see our full Terms and Conditions before you return an items as "Faulty". Please ensure that any item returned to us as “Faulty” is well folded and is carefully packaged, appropriate to its value, size and weight to protect it from the damage in the post. We cannot accept an item that has been damaged in the post due to poor packaging.
Refunds can only be credited to the same payment card the order was placed with. If we are refunding postage costs incurred sending an item back to us we will have to send you a cheque or give you store credit if you prefer. It is not possible to refund more than the original transaction back onto the original payment method.
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 Commercial/Trade customers. Please contact us for our full Business to Business Terms and Conditions.