Delivery & Returns
Simple. If you've made/received an online order and don't like something, simply send it back 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. Please read full details here.
Covid-19 update - now business as usual
Subject to certain limitations and alterations to our Delivery and Returns Policies and our Terms and Conditions, we are open for business as usual.
Please read the details HERE.
We deliver around the world, except into conflict zones, from our warehouse in Cornwall in the United Kingdom.
Occasional Shipping Delays Into 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 still occasional hold ups at European ports, causing some delays to deliveries.
We apologise to our friends in the EU and share your frustration!
From about £4.50 to UK addresses, the cost varies depending on the size and combination of items, service chosen and the destination.
To find the delivery cost, please add items to your basket, go to checkout, enter the destination country and post code.
- 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/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 (see below for more info).
Weekends & Public Holidays
In light of the above, if you order on a Friday afternoon after 2 pm, or on a Saturday or Sunday 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 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.
Our usual courier DPD Local 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 carriers do not deliver on Sundays or Public Holidays except in exceptional circumstances.
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 Tracked relate to Tracked 24 and Tracked 48 respectively) and DPD Local for express consignments. DPD Local is a superb premium service and is very reliable. 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 very 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 lovely part of the country!
See note above regarding deliveries into Europe. 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 1-4 days; Spain 3-5 days; Eastern Europe 3-6 days; USA and Canada, Australia 3-10 days. If a lower cost option such as Landmark Global is chosen/paid for, the service time is 8-17 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 7 pm 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 "Estimated Delivery" section on the Basket Page, on the Checkout Page and also on other areas on the website 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 specified destinations would be "Free UK Delivery for orders over £x". Free Delivery will be the lowest cost delivery method and could 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 honor 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.)
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.
We deliver to most countries that are not currently in a conflict zone (but see note at top about deliveries to Europe) 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 4-10 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.
General Returns Policy
If you don't like something, simply return it to us within a month 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 return items up to 28 days from the date of dispatch. As long as we receive the returned item in saleable condition as "new" in 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 availability) 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 we have made a mistake
- 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!)
- Orders placed for our Swatch Service (where available) are not refundable (this is a Service, not a Product sold).
Please take care to read our Wool Product Care Advisory page and 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),
- include the customer name, email address and order number
- clearly mark whether you would like an exchange, store credit or refund
- If you wan an exchange state which item you want in replacement
- 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 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 reimburse 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 or exchange. 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 item 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.
Bricks & Mortar Shop, Pop-up Shop, Show and Fair Orders
You may purchase items from The Wool Company at certain events or at our OUR SHOP. Subject to the event you may take the item away at the event or pay at the event and have us post the item to you.
Orders placed at bricks & mortar shops, pop-up shops, trade or retail shows or trade or retail fairs or similar events have a limited returns policy. You may, subject to the returns limitations on certain products listed above, return an item, together with proof of its purchase for an exchange or "store credit" on our web site, provided we receive the item in perfect condition "as new". Refunds are not available for such purchases. Certain items sold at such locations are in any case non-returnable. Items priced at special show prices or special show items are not returnable (unless faulty). If this is important to you please ensure that you ask for details before purchase. Returning such items for store credit requires setting up an account on our web site. Any store credit must be used within 12 weeks of the date of the original purchase. All store credit expires 12 weeks from the date of the original purchase. Store credit has a maximum cash value of £0.0001 (GBP) per £1.00 (GBP) Store Credit (in GBP). Items sent out by The Wool Company to customers in exchange will incur postage, packing and shipping charges as stipulated on our web site. Free Delivery is not available on such exchange orders.Covid-19 Pandemic Update
Our highest priority remains the safety and wellbeing of our team, our customers, our suppliers and couriers. We follow the government rules and guidance regarding social distancing and lockdowns. We are, however, now operating almost as efficiently as prior to the pandemic and are able to dispatch orders with some minor delays. We will update this page as and when the situation evolves.
Our Terms & Conditions and Delivery & Returns policies are updated as follows: -
- Except for orders with Express/Courier shipping methods (which are unaffected), order processing times and deliveries may be delayed by up to 3 working days.
- Customer Service by telephone is intermittent so please use the live chat on the website if we do not answer the phone.
- The Refund Period and Exchange Period is each extended by 14 Days respectively
- Due to additional hygiene requirements and concerns caused by the outbreak, items that have been removed from their inner packaging or unfolded are not returnable. Therefore, if there is any chance that you want to return an item, please do not remove it from its transparent packaging.
- There will be a 4 day quarantine period for all items returned before they are opened or processed.
These terms were last updated 13th October 2021
Further information about how the Coronavirus SARS-CoV-2 remains persistently active on different surfaces can be found at the links below: -
The Wool Company is not responsible for content of external sites.
This does not affect your statutory rights as a consumer.
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.