Terms and Conditions
Introduction
Thank you for visiting The Wool Company. These Terms and Conditions govern your use of our website and your purchases from us. We aim to be fair, clear and transparent in all dealings, and we appreciate you reading these carefully before placing your order.
These Terms apply to retail customers only. If you are a trade or business customer, please refer to our separate Business Terms and Conditions, available on request.
1. Placing an Order
1.1. By placing an order with us, you confirm you have read and agreed to these Terms and Conditions.
1.2. These Terms are governed by English law. Orders placed from outside the UK are welcome, but we do not warrant compliance with non-UK laws.
1.3. A contract is formed once we have accepted your order or begun preparing it for dispatch.
1.4. Prices, availability, and promotions may change at any time without notice. Delivery charges may apply and are shown at checkout after address details are completed.
2. Prices and Currency
2.1. All prices are shown in British Pounds Sterling (GBP) and include UK VAT where applicable.
2.2. We aim for consistent pricing across regions. Any currency conversions shown are approximate and for convenience and guidance only. Your bank or card provider may apply additional charges or use a different exchange rate.
3. Right to Cancel
3.1. You may cancel your order for any reason before it has been dispatched, except where it relates to bespoke, made-to-order or customised items, including embroidery or personalisation.
3.2. To cancel before dispatch, please contact us immediately. If your order has not yet left our premises, we will cancel and refund it in full.
3.3. If your order has already been dispatched or delivered, please refer to our Returns section for further information, including details on your statutory cancellation rights under UK law.
3.4. Bespoke, customised or made-to-order items cannot be cancelled once accepted and the order process or manufacture has commenced.
4. Delivery
4.1. Delivery charges vary based on destination, size and weight of items, and the service selected. The total is calculated at checkout.
4.2. Orders with paid express delivery received by 2.30 pm (Monday–Friday) will usually be dispatched the same day if in stock. We will try our best to dispatch later orders on the same day as well.
4.3. Free or economy delivery orders will usually be dispatched within 2–3 working days.
4.4. We do not dispatch on weekends or English public holidays.
4.5. We primarily use Royal Mail Tracked, Parcelforce and DPD, as well as other carrier services. Couriers may require a signature or a safe place to be specified. Risk passes to you once delivery is made, including when left in a designated safe place.
4.6. Delivery to remote areas (e.g. Highlands & Islands) may incur higher charges or take longer.
4.7. You must provide the correct recipient name and address. If a parcel is delayed or returned due to incorrect details provided by you or non-collection, redelivery charges may apply.
4.8. We offer a “Click and Collect” option from our Bodmin Outlet at Unit 9B Callywith Gate Industrial Estate, Launceston Road, Bodmin, PL31 2RQ. Collections are by prior arrangement only. Please contact us after placing your order. When collecting, please bring your order confirmation, original payment card and photographic ID to match. Items not collected within 7 working days may be returned to stock and refunded.
5. International Delivery
5.1. We deliver to most countries outside conflict zones. Some destinations may require a signature on delivery.
5.2. Import duties, local taxes and any applicable charges are your responsibility. We do not control these charges and cannot predict them.
5.3. If a parcel is returned due to unpaid duties, we may deduct delivery, return, handling or other costs or charges from any refund due.
6. Returns
6.1. We want you to be completely happy with your order. If you are not, most items can be returned within 28 days of dispatch, provided they are unused, in new condition and in original packaging.
6.2. Promotional or discounted items must be returned within 14 days for a refund. Between days 15 and 28, we offer store credit or exchange.
6.3. Non-returnable items include:
- Bespoke, personalised, embroidered, customised, or made-to-order products
- Items that have been used, worn, washed, or damaged post-purchase
- Items missing original tags, packaging, or returned in a non-saleable condition
- Gift boxes, pierced accessories, or products where hygiene seals (where applicable) have been broken or removed.
6.4. Return postage is your responsibility unless the item is faulty. Please use a tracked service and retain proof of posting.
6.5. Returning items is always at your risk until the parcel arrives safely with us.
6.6. Please do not open items if you believe they are incorrect — we cannot refund opened goods that are easily marked.
6.7. Christmas and seasonal gifts benefit from an extended returns period. See our Christmas Returns Policy for details.
6.8. If goods are returned damaged or show signs of handling beyond what is necessary to assess them, we may deduct a reasonable amount from the refund to reflect any diminished value.
6.9. If more convenient, returns may be dropped off in person at our Bodmin Outlet during published hours, by arrangement. Please contact us in advance to ensure staff availability. Returns must include your completed return form and original packaging.
7. Refunds
7.1. Refunds will be processed using the original payment method and usually within 3–5 working days of us receiving the returned items. Please allow up to 14 days for your refund to appear.
7.2. PayPal refunds are processed back to your PayPal account. Credit/debit card refunds depend on your provider’s processing time and may take up to 5 additional days to appear.
7.3. Faulty items returned within the UK will be reimbursed for reasonable postage costs, provided a receipt is supplied. Alternatively, we can offer store credit.
7.4. If a promotional discount was applied to your order, your refund will reflect the discounted amount. For example, if a “3 for 2” promotion was used and one item is returned, the refund will reflect the retained full-priced items. The free or discounted item must also be returned to qualify for a full refund.
7.5. If returning an item causes your order to fall below the qualifying threshold for an applied promotion, discount or free delivery — whether based on total value or number of items — we reserve the right to adjust your refund accordingly. This means the value of any retained items may be recalculated at their full, non-discounted price, and any delivery costs initially waived may be deducted from your refund.
7.6. Gift card purchases are refunded as store credit.
7.7. Payments for swatch services and vouchers issued from such purchases are non-refundable.
8. Faulty Items
8.1. We inspect all items before dispatch, but in rare cases, a fault may occur. Please notify us promptly if you believe your item is faulty.
8.2. Faults due to misuse, incorrect care, or fair wear and tear are not considered valid for refund or replacement.
8.3. Natural fibre traits such as shedding, pilling or batch variation are not faults.
8.4. If an item is found to be faulty, we will replace it, offer store credit or issue a refund.
8.5. We carefully inspect all items returned as faulty. We reserve the right to determine whether the issue reported constitutes a genuine fault or results from misuse, failure to follow care instructions, or fair wear and tear. Our decision on whether a product is faulty will be final. This does not affect your statutory rights.
9. Promotions and Discounts
9.1. Promotions and discounts apply only to new purchases and cannot be applied retroactively after checkout.
9.2. Promotions and discount codes may not be used in conjunction with other offers, unless stated.
9.3. Gift vouchers and already discounted or clearance items may be excluded from promotional codes.
9.4. For multi-buy offers such as “3 for 2”, the discount is applied to the lowest-priced item in the group. If any items from the promotional group are returned, we will recalculate the order value based on the items retained. For example, if you keep two items and return the third, we will deduct the value of the lowest-priced item (the one that was free) from your refund. To receive a full refund on a multi-buy order, all qualifying items from the offer must be returned together.
9.5. To prevent misuse, we may limit promotion usage to a maximum number of items per customer or per address.
10. Secure Payment and Tax
10.1. We use secure, PCI-compliant systems for all card transactions via Shopify Payments and PayPal.
10.2. We accept major debit and credit cards, and all transactions are in GBP. Exchange rates and conversion fees are set by your provider.
10.3. We do not retain your full card details. All payment processing is securely managed by our payment providers.
11. Product Descriptions
11.1. We make every effort to ensure product descriptions and images are accurate. However, colours may vary slightly depending on screen settings and materials.
11.2. Size and measurements are approximate. Wool and sheepskin products are natural, and some variation is expected. Colours with the same name may appear different in different batches of products. If you need an exact match, always buy items from the same batch. Contact us if you need further information.
12. Limitation of Liability
12.1. Nothing in these Terms limits our liability for death or personal injury caused by our negligence.
12.2. Our liability is limited to the purchase price of the goods supplied.
12.3. We are not liable for indirect or consequential losses, or for delays caused by events outside our reasonable control.
12.4. Any links to third-party websites are provided for your convenience. We are not responsible for their content.
13. Copyright
13.1. All content on this website — including images, design, copy and branding — is the property of The Wool Company or our licensors.
13.2. You may print or download sections for personal use only. Commercial reproduction is strictly prohibited without our written consent.
14. Privacy
14.1. By using our website or placing an order, you agree to our Privacy Policy.
14.2. We may share your name and contact details with trusted partners (such as couriers or feedback platforms) to fulfil your order, obtain feedback and improve our services.
14.3. You have the right to access, rectify, erase, and restrict processing of your personal data. You may also object to direct marketing at any time by contacting us.
14.4. We do not sell your data. For full details, please see our Privacy Policy.
15. Governing Law and Jurisdiction
15.1. These Terms are governed by and construed in accordance with the laws of England and Wales.
15.2. Disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
15.3. Communications regarding your order or these Terms may be made electronically and satisfy legal requirements for “written notice” unless another form is expressly required by law.
16. Statutory Rights
16.1. Nothing in these Terms affects your statutory rights as a consumer under UK law.
The Wool Company Limited
Registered in England and Wales, Company No. 10987888
Registered Office: Higher Hill Farm, Cardinham, Bodmin, Cornwall, PL30 4EG
Customer Service Tel: 01208 821 113 (UK) / +44 1208 821 113 (International)
Last updated 24 May 2025