Delivery & Returns

Need it urgently?

If your delivery date is critical, please choose courier/express shipping options to use our express courier for guaranteed delivery dates.

Shipping Costs

We offer Free Delivery to UK addresses occasionally, and when we do, we display this prominently on the website and at checkout. Otherwise, costs range from £5 for UK addresses, depending on what you order and how quickly you want it.

To find delivery options and costs, simply add items to your basket and then enter the delivery address.

Next working day delivery is available for most of the UK with an extra 1–2 working days for Highlands and Islands.

"Free" or "Economy" delivery takes up to 3–5 working days to most UK destinations except Highlands and Islands which may take an extra 1–2 days.

All delivery methods are tracked.

Returns

Hassle-Free Returns

Simple! If you've made/received an online order and don't like something, simply send it straight back with the order details and with very few exceptions, as long as we can still sell it "as new", we will be delighted to give you a refund, exchange or store credit, whichever you prefer. Please see the full details here.

We usually offer a generous extended exchange period during Christmas to help with gifting. Details will be published in September.

Delivery

We deliver to most countries, except those in conflict zones, from our own stock warehouse in Cornwall in the United Kingdom.

Occasional Shipping Delays in Europe

We are dispatching to addresses in the EU without any delays. Most orders to addresses in the European Union now arrive on time; however, there are occasional hold-ups at European ports, causing some delays in deliveries.

We apologise to our friends in the EU and share your frustration deeply...

Dispatch

We dispatch all weekday orders placed by 2:30 pm with Courier or Express delivery option on the same weekday (if the item is in stock, as detailed at checkout).
We always do our best to dispatch later express/courier orders on the same day, too but our couriers pick up between 2:30 and 3:30, so orders after 2 pm may be picked up the following working 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 working days (usually sooner), but in a busy period, other delivery methods take priority.

Fridays, Weekends & Public Holidays

If you order on a Friday afternoon after 2:30 pm, or on a weekend or holiday, please don't expect your order to be delivered on that Saturday, Sunday or Monday because we won't even have looked at it until Monday morning! If you need it that weekend, please contact us by phone or live chat, and we will do our best to break the rules.

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, we will usually hold all items until everything is available, then send them together. Please advise us if you wish us to rush part of your order — this may incur an extra delivery charge. It is our policy not to split orders into multiple deliveries unless requested, but we do keep stock at more than one location, so on rare occasions, you may receive your order in more than one consignment.

If you require a Saturday delivery, please specify this at checkout. There is a small premium. Our carriers do not normally deliver on Sundays or Public Holidays.

Delivery Methods

We use Royal Mail Tracked services (Tracked 24 and Tracked 48) and DPD Local Carbon Neutral for express consignments. DPD Local is a superb premium service and very reliable. If you choose Express, they will text/email you with a 1-hour delivery window. You can also track the vehicle with great accuracy. Depending on circumstances we may occasionally use other carriers.

Highlands and Islands

Some remote UK destinations are not served by some carriers. Large parcels may not qualify for Royal Mail, so destinations like Inverness may not benefit from low rates. We are trying to improve this.

International Delivery, Customs and Import Duties

See note above regarding deliveries into Europe. Orders overseas are usually dispatched as quickly as UK orders, though far-flung destinations may take an extra day or two. Occasionally, we may ask for an additional postage payment.

We use various carriers depending on parcel size and location. Typical delivery times: France, Netherlands, Germany 1–4 days; Spain 3–5 days; Eastern Europe 3–6 days; USA/Canada/Australia 3–10 days. Economy options like Landmark Global take 8–17 days.

We are not responsible for customs fees, duties or other import charges outside the UK.

Detailed Delivery Policy

Items sent by courier don’t need a signature — delivery photos are proof. If your parcel is left in a "safe" place or with a neighbour, you are responsible from that point.

DPD Local delivers by 7 pm the working day after dispatch for most of the UK; remote regions may take 1–2 extra days.

Orders with Free Delivery

Free Delivery promotions will be shown clearly. These offers may not be available for phone/mail orders. Free Delivery uses the lowest-cost method, often Tracked 2nd Class or similar.

Paid delivery options are prioritised and dispatched more quickly. Free Delivery orders will be dispatched within 3 working days max if in stock. If out of stock, we will still honour Free Delivery when back in stock.

Items Lost or Delayed in Post

Use your tracking link first. For delays with Express/Courier, contact us with your order number. For Economy and Free Delivery, parcels use Royal Mail Tracked 48. Most orders arrive in 2–4 days after dispatch. If you haven’t received yours after 5 working days, contact us or check your local delivery office.

INTERNATIONAL DELIVERY

We accept orders to most non-conflict countries (see note above). Enter the delivery address at checkout to view options. Most international orders require a signature. No guaranteed express available for parcels over 5kg, though standard delivery usually arrives in 2–4 days (Europe) or 4–10 days (worldwide). We’re not liable for customs, taxes, or duties.

Delivery is not guaranteed to some destinations including Russia, Belarus, North Korea, Israel, Syria, Eritrea, Mali, Nicaragua.

Returns Policy

General Returns Policy

If you've made/received an online order and don't like something, send it back with the order details. With few exceptions, if it's saleable as new, we’ll offer a refund, exchange or credit.

Returns Exceptions

Sale/promoted items must be returned within 10 days for refund, or up to 28 days for exchange/store credit.
Made to order, bespoke, or embroidered items are non-returnable (unless we made a mistake).
Used/marked/soiled items (e.g. with hair, scents) are non-returnable.
Swatch Service orders are non-refundable as it's a service.

Returning An Item

To return an item:

Include completed Returns & Exchanges Form.
Include your name, email, and order number.
State if you want a refund, store credit or exchange.
For exchange, state which item you’d like.
Return to:

The Wool Company Customer Returns
9B Callywith Gate Industrial Estate
Launceston Road
Bodmin
PL31 2RQ
UNITED KINGDOM

Returns are at your own risk and cost (unless faulty). Use insured post and keep a certificate of posting.

Refunds for faulty items can include return postage — but only with a receipt. We can't refund items damaged in the wash or in use.

Faulty Item?

We do thorough checks, but if an item is faulty, we’ll replace or refund it. Contact us ASAP and read our full Terms first. Package returns carefully — we can’t accept damaged ones due to poor packaging.

Refunds go back to the original payment method. Postage refunds must be processed separately (e.g. cheque/BACS).

Shop, Show & Pop-Up Purchases

Items bought at events or our shop may be returned for exchange/store credit only — no refunds. Must be in perfect condition. Credit expires in 12 weeks and can’t be exchanged for cash.