Terms and Conditions

If you have any questions or problems please contact us or phone us on the numbers here 

We endeavor to display through this website all items in our current range. We aim to hold stock of all styles and sizes whilst a product is active except for bespoke products and special order items. However, please remember we are a small company and occasionally an item will be out of stock. Please see the “Estimated Delivery:” period on the product description page for details. The stock status for your order will also be notified to you at the shopping basket page before you pay.

1.  PLACING AN ORDER

1.1. By placing an order with us you will be deemed to have read, understood and agreed to these Terms and Conditions. If you are unhappy with any aspect of these, then you should contact us before placing an order with us.

1.2. The website and our Terms and Conditions have been designed for use under English law and within the United Kingdom. Whilst we are happy to consider requests for products and inquiries from outside the United Kingdom, we can give no warranty, express or implied, that the use of this website or the placing of any order through this website from outside the UK complies with any applicable non-UK laws or regulations. Consequently, any products or promotions not permitted under the law applicable to your location outside the UK are not offered to you. In using our website you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights.

1.3. A Contract between The Wool Company and the customer for the sale of our products will only exist once we have accepted an order and it has been processed made ready for dispatch.

1.4. Prices, promotions, and availability of goods are subject to change and or withdrawal without notice. A delivery charge may be added to your order value where appropriate. Please see our Delivery Policy below for details.

2.  CURRENCY ON OUR WEBSITE

2.1. All transactions on our website are made in British Pounds Sterling (GBP). To assist our customers we may include a currency converter on the Product Detail Page, Shopping Cart Page (Shopping basket Page) and other pages. This does not reflect live exchange rates, is indicative only and may not be accurate. Your credit card or debit card company/bank determines the exchange rate you will receive when you transact on our website. Therefore if your payment currency is not Pounds Sterling the order total amount on our checkout may be different from the amount on your card or bank statement. If the exchange rate is important to you, you should verify this with your card company/bank before undertaking any transaction on our website. The Wool Company cannot be held responsible for any loss however caused due to any exchange rates are shown here.

3.  YOUR RIGHTS TO CANCEL

3.1. Subject to the provisions of paragraph 3.2 you may normally cancel your order (once accepted by us) for any reason up to the point of dispatch. If you do cancel the contract within this time we will normally refund payments made by you within 14 days.

3.2. Orders for Bespoke, Custom, Customised, Special Order or Made to Order items cannot be cancelled once they have been accepted by us. We accept orders for such order items when we commence the order process or manufacture process with our supplier(s) or manufacturers.

4.  DELIVERY

4.1.  Delivery Costs:To find the delivery cost to your chosen destination please add all the required item(s) to your basket and then enter the destination country and postcode at the checkout. The delivery cost varies depending on the size and combination of items, the destination and the time of year.

4.2.  We guarantee all weekday orders placed by 2 pm with express delivery are dispatched same day if the item is in stock. (In fact, most orders are actually dispatched on the same working day and we will always do our best to dispatch orders placed up to 3.30pm on the same day too).  Orders with Free or Economy delivery will be dispatched within 2-3 working days (in practice they are usually dispatched same day or next working day).  Please note that we don't dispatch orders at weekends or on English Public Holidays, so if you order on a Friday evening expecting it to arrive the same weekend, specifying Saturday or Sunday delivery you will be disappointed .

4.3.  If an item is out of stock the website will notify you before you place your order (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 in one consignment once every item is available.

4.4.  Delivery Methods. We use Royal Mail Tracked services (Tracked 24 and Tracked 48 are tracked equivalents of 1st and 2nd Class post) and DPD Local. DPD 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.

4.5.  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 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!

4.6.  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 5 pm 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.

4.7.  Orders with Free Delivery. Occasionally we may offer a promotion of Free Delivery to specified destinations e.g "Free UK Delivery for orders over £75".  If so this will be clearly visible at the Checkout as well as other areas on the website. The same offer may not be available for telephone or mail orders except for high-value orders as we do not have sufficient staff to handle high levels of telephone orders. Free Standard Delivery will be the lowest cost delivery method and could be by Royal Mail Tracked, 2nd Class or by Interlink Express and may need to be signed for. Provided (all) the item(s) is/are in stock we aim to dispatch Free Delivery orders as above, but orders with a paid for delivery method will receive priority, so Free Delivery Orders should be dispatched within 3 working days of order. If an order is out of stock when you order Free Delivery we will honor the free delivery promise even if we dispatch the order after the free delivery promotion ends.

4.8.  Higher value/weight items may be sent by our chosen courier for a next day delivery even if you have specified Royal Mail. 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.)  If you specify a place to leave the consignment you are responsible for it from the time that the courier leaves it.

4.9.  Our normal courier DPD Local does not usually deliver on weekend days. If you require a Saturday or Sunday delivery you must specify this at checkout (if the option is available). There is a small premium for this service. Royal Mail Tracked 1st and 2nd Class services do deliver on Saturdays but they are not guaranteed services. Our couriers do not deliver on Public Holidays.

6.  International Delivery

6.1.  Orders for addresses outside the United Kingdom are usually dispatched within the same time frame as for UK destinations, but for 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 for France, Netherlands, Germany 1-3 days, Spain, 3-5 Days. Eastern Europe 3-6 Days.  USA and Canada, Australia 4-12 Days. If you need an item urgently please contact us and we will do our best to meet your needs.

6.2.  Where reasonably possible we will use a high-quality courier that offers tracking from departure to delivery, for most countries this is straightforward and simple. We may also offer a lower cost delivery option for smaller and or lower value consignments.

6.3.  Any import or customs duties, charges or fees levied when the goods reach the destination country and or any transit duties, charges or fees will be the customer's responsibility and may need to be paid to release the order into its destination/transit country. If you decide not to accept the charges and the consignment is refused we reserve the right to deduct postage and carriage costs from any refund we may offer the customer.

6.4. We deliver to most countries that are not currently in a conflict zone. To find the cost please put items in your basket and then enter the delivery address at checkout. You will then see the delivery options and costs. Orders over 5kg or over £50 value will usually need to be signed for.

7.  RETURNS

7.1.  We want you to be completely happy with your order but if you are not 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”, unused, complete, in perfect condition and with the original packaging we will arrange a refund, exchange (subject to stock availability) or store credit within 15 days of the 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.) 

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

7.2.1.  Sale and Bargain section items need to be returned within eight days of the day after the dispatch date. After this time they are not refundable but you have up to 20 more days to return them subject to the other terms and conditions, for a Store Credit or (subject to availability) an exchange
7.2.2.  Bespoke, Custom Made, and Special Order, Embroidered, Personalised, Customised Items are not returnable unless Faulty.
7.2.3.  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!)
7.2.4.  Swatch Service items are not refundable (this is a Service, not a Product sold)
7.2.5. For hygiene reasons, Mattresses, Mattress Toppers and Protectors, Pillows, and Duvets cannot be returned if the packaging has been opened and the items unfolded.

7.3.  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.

7.4.  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
Cardinham
Bodmin
Cornwall
PL30 4EG
United Kingdom

7.5.  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.  We are not responsible for items until they arrive safely with us.  

7.6.  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.

7.7.  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 will not 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.

7.8.  Christmas Returns. We offer a hassle-free Christmas Returns Policythat allows an extended returns period and is otherwise subject to our other Terms and Conditions.

8.  REFUNDS

8.1. Debit/Credit card refunds can only be credited to the same payment method the order was placed with. Paypal payments are refunded via Paypal.

8.2. We will process refunds as quickly as possible, usually within 3-4 days but in any case within 15 days of accepting the received returned items.

8.3. It can sometimes take 5 or even more days between the time we make the refund and the time that your card company displays the refund in your online bank or card account. Unfortunately, this is entirely outside our control. If we have advised you that we have refunded you and you do not see the refund on your account please wait a few days, check again and then contact your payment provider forwarding them the details of the refund.  

8.4. If we are refunding you postage costs that were incurred sending an item back to us we may have to send you payment by cheque but we can offer you store credit if you prefer. All payments made by cheque are made in GBP sterling in the amount displayed on the website at the time of purchase.

8.5. Under certain circumstances, we may offer you store credit for use in future purchases on our website instead of or as part of a refund.

9.  FAULTY ITEMS

9.1. 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. If you prefer we can offer you Store Credit for a future purchase. Please contact us as soon as you discover a fault and do not continue to use the item.

9.2. How to return a faulty item. 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. Please obtain proof of posting as we are not responsible for items until we receive them safely, and send it to us at the Returns Address above. If you would like us to refund UK postage costs please include the postage receipt. If you think that you have received a faulty item please read the next paragraph first then if you still believe it is faulty please contact us as soon as possible. These occurrences are so rare that we can deal with each one in person on a case by case basis. We may ask you to provide images and a description of the problem in writing and to measure the item before returning it to us.

9.3. When is an item faulty. Please note that many of our products are made using very high quality, very fine natural fibres  Such items, even large blankets, can be extremely delicate and need to be used appropriately and treated with care. Such items cannot be treated in the same way as ostensibly similar products made from coarser yarns, manmade textiles, cotton, blended, viscose or other more hardwearing fibres.

9.3.1.  Shedding and Pilling. All natural fibre items will shed their fibres to a greater or lesser extent but all will shed more so in early use, and when new. This is not a fault. The shedding will calm down during use so please be a little patient with your new fibre product.  Items that are brushed as part of the finishing process to make them feel softer will shed and pill a little more. The softer an item is, the more delicate it is, the more it will pill and the more it will shed. Sometimes a gentle shake of your new product outdoors will remove some of the loose hairs that will be present on unpacking but not all.  For this reason you should avoid wearing/using contrasting colour fabrics, clothing or blankets adjacent to new natural fibre items while they are in their initial phase of use and shedding.  Due to the smooth nature of the fibres, mohair and to a lesser extent cashmere is well known to shed far more than other fibres . 

9.3.2.  Very soft items, e.g. shawls, throws and even large blankets, can be delicate and are not designed or specified to be sat upon as if they are upholstery fabric (which is constructed differently). Such inappropriate use can damage items, shorten their life and cause them to pill, shed, wear unevenly, stretch, lose their shape or generally age early.  Pulled threads, shedding and pilling caused by friction and snagging in heavy or inappropriate use is not a “fault”. Items that show more pilling than expected may have been used more heavily than their designed use. Items damaged caused by inappropriate laundry cycles, temperatures or products are not faulty. 

9.3.3.  Causes of problems include but are not limited to the use of detergents or other products that are not “safe for wool”, the wrong machine program or temperature, or being put in the wash with other items. Most detergents, even those advertised for “delicates” are not safe to use with most of our products. 

9.3.4.  On very rare occasions there may a dispute between the customer and us as to whether an item is Faulty.  We will always do our best to arrive at a satisfactory resolution of a dispute and we may at our discretion refer the dispute to the manufacturer for their opinion, however, we cannot give refunds on items returned to us as “faulty” if they are not in our opinion Faulty. We cannot enter into protracted correspondence and our decision in the matter will be final. If an item is returned to us as “faulty” that, upon inspection at our premises, we do not consider to be Faulty we may at our discretion return it to the original delivery address, offer a store credit under the provisions of Paragraph 8 above, or keep it for up to 3 months for collection by the customer before we dispose of it.

10.  OFFERS AND DISCOUNTS

10.1.  Occasionally we may offer Discounts from our regular prices. This may be via a reduced price on the website or by use of a Coupon Code, Voucher Code or Discount Code or special hyperlink.

10.2.  Offers and discounts are not retroactive and cannot be applied to previously placed orders.

10.3.  Such Offers and Discounts are subject to availability, correction and may be withdrawn or cancelled at any time and without notice.

10.4.  These promotions are exclusive and may not be used in conjunction with any other offer or promotion unless specifically referred to in both promotions.

10.5.  Such Offers and Discounts may not be valid for certain items. This may be because that item is excluded from discount due to a Manufacturer's Minimum Retail Sale Price (a price determined by the manufacturer and beyond the control of The Wool Company) or because the item is already listed on our website with a discounted/reduced price.

10.6.  Purchasing with use of the coupon code, discount code, special hyperlink, where prices are reduced on the website or acceptance of a reduced price by the purchaser means you are buying a Sale item.  For refund of Sale/Offers items, they must be returned according to provisions of Returns Policy Paragraph 7, within 8 days of the day after dispatch (14 Days from non-UK delivery addresses).  We accept Sale / Offers items for Exchange up to 20 days after our dispatch date.  Prices and offers are subject to availability, change and error correction and may be canceled or withdrawn at any time.  

10.7. If items become out of stock during the availability of an Offer or Discount we reserve the right to withdraw the Offer or Discount without notice.

10.8. Use of Offers and Discounts is subject to a reasonable use policy and we reserve the right to limit such use to a maximum of 20 items per customer and per delivery address.

11.  SECURE PAYMENT and TAX

11.1. We take security seriously. We use Shopify Payments and PayPal as our Card Payment Processors/Acquirers for credit, debit and charge cards over the Internet and Shopify Payments by telephone. Most of our website and all of the payment page is fully encrypted using industry standard encryption and security technology.  The Wool Company does not keep the complete card data at all.  All customers’ card data is stored via the major payment gateways into a secure, PCI (Payment Cards Industry) compliant environment. Whether making payments online, by telephone or by mail order, you can be confident in the knowledge that Shopify and PayPal offer the latest security and encryption, however if your Credit or Debit Card VATis used fraudulently as a direct result of being used to buy from our site, then we will assume liability for the first £50 of your loss. Your card company is already obligated to take responsibility for the remainder. We will use all reasonable endeavours to help your credit card company and consequently minimize any problems for you.

11.2. We accept Visa, Mastercard, American Express, Discover, JCB and some other cards. All transactions are shown in £ (GB Pounds Sterling) unless otherwise specifically stated, but you can use US$ and Euros on PayPal. The exchange rate is determined by Paypal or your card provider. We also accept valid Wool Company Gift Vouchers.

11.3. If you register on our website and/or make a purchase from us you are agreeing to be contacted by us by telephone, email, and post in relation to your order or other transactions with us.

11.4. Prices quoted on this website are accurate at the time of publication and are shown and quoted in Pounds Sterling (£) and where appropriate are inclusive of the UK sales tax Value Added Tax (VAT) at the applicable rate. If your order is being sent to a destination outside the European Community (EC) then the VAT will be zero. If your order is being sent to a member state of the EC then the selling price will include VAT at the current rate.

11.5. Any import or customs duties, fees or charges levied when the goods reach the destination country (or indeed any transit duties) will be your responsibility as we have no control over or knowledge of these charges.

12.  CONFORMITY OF GOODS

12.1. We take every care to ensure that the specification and description of our products are correct at the time of publication. However, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour or colours caused by the browser, software or computer system or other device used by you.

12.2. Wool is a natural material and consequently, there is always some variance between individual products and there is often more variance in colours between different batches. 

12.3. All products may vary from the stated sizes which are indicative only. Most of our manufacturers usually operate with a tolerance of approximately 5% of the stated dimensions, however, sheepskin products may have a higher variance than this from the stated dimensions.

13.  DISCLAIMER & LIMITATIONS AS TO LIABILITY

13.1.  The Wool Company does not seek to exclude or limit liability for death or personal injury arising from its negligence or that of its members, agents, partners or employees or for any fraudulent misrepresentation.

13.2.  To the fullest extent permitted by law and save as provided in paragraph 6.1, neither The Wool Company nor any associated company shall be liable to you by reason of any representation, or any implied warranty, condition or other term, or any duty at common law, or under the express terms of the contract, or in negligence (whether on the part of The Wool Company or any of its members, agents, partners, employees or otherwise) for any indirect special or consequential loss or damage (including but not limited to loss of profit or loss of saving), costs, expenses or other claims for compensation whatsoever which arise out of or in connection with the use of this website, the supply of the products or their use or resale by you.

13.3.  "The limitations of liability in these conditions shall apply equally for the benefit of The Wool Company and any other associated company of The World's Finest Fibres Ltd as if references to The Wool Company included references to each such associated company."

13.4.  While The Wool Company uses reasonable endeavors to ensure that the information on this website is accurate and up to date, it does not give any warranty as to its accuracy or completeness and The Wool Company will not be responsible for any errors or omissions or for the results arising from the use of such information

13.5.  While The Wool Company takes all reasonable steps to ensure a fast and reliable service, it does not guarantee that your use of this website will be free of error or interruption and The Wool Company will not be responsible for any disruption, loss of or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto any computer system.

13.6.  Further, The Wool Company will be neither responsible nor liable for your use of any other websites which you may access via links within this website. The Wool Company does not control these websites and is not responsible for them or their content. Any such links are provided merely as a service to users of this website and their inclusion in this website does not constitute an endorsement by or affiliation with The Wool Company.

13.7. The entire liability of The Wool Company under or in connection with any contract for any products to which these conditions apply shall not exceed the price of the products, except as expressly provided in these conditions.

13.8.  The Wool Company will not be liable to you or be deemed to be in breach of the contract by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the products ordered by you if the delay or failure was due to any cause beyond its reasonable control.

13.9.  The Wool Company may assign or transfer any of its rights or subcontract any of its obligations under these terms and conditions to any third party. You may not assign or transfer any of your rights or sub contract any of your obligations under these terms and conditions except with the specific permission in writing of The Wool Company.

13.10.  No person who is not a party to these terms and conditions shall have any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999.

14.  Variation

14.1.  Except as set out in these Conditions, no variation of the contract, including the introduction of any additional terms and conditions, shall be effective unless it is in writing and signed by the The Wool Company.

15.  Governing law and Jurisdiction

15.1.  The contract, and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims), shall be governed by, and construed in accordance with the law of England and Wales.

15.2.  Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this Contract or its subject matter or formation (including non-contractual disputes or claims)

16.  Statutory Rights

16.1.  Nothing in these terms and conditions shall affect any of your statutory rights that may not be legally excluded.

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The Wool Company Ltd.  Registered Address: Higher Hill Farm, Cardinham, Bodmin, Cornwall, PL30 4EG. Registered Number: 10987888, VAT Registration Number: GB 896 5111 94. The Wool Company was formerly a Partnership owned by Harry Mayman and Sarah Mayman but is now a Limited Company under the same ownership and management.

 

Telephone: 01208 821 113

Telephone (International): +44 1208 821 113

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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 an item is faulty we charge a restocking fee of 20% for all and any returned items from business/trade customers. Title of goods does not pass from The Wool Company until payment has been received in full. Please contact us for our B2B Terms and Conditions.

Copyrights and Trademarks

The contents of these pages (including logos, photographs, pictures, designs, text written and other materials) are the copyright trademark or registered trademark of The Wool Company or its content and technology providers or their respective owners. ALL RIGHTS RESERVED. The copying, modification, distribution, reproduction, or incorporation into any other work of part or all of the material available on this website in any form is strictly prohibited save that you may:

(1) Copy, print or download extracts of the material, media, copy, design or text on this website for the sole purpose of using this website for placing an order with The Wool Company.

(2) Copy print or download the material, media, copy, design or text on this site for the purpose of sending to individual third parties for their personal information provided that you acknowledge us as the source of the material and that you inform the third party that these conditions apply to them and that they must comply with them.

The Wool Company strictly guards its copyright material and other intellectual property and pursues miscreants for damages, especially in the case of commercial infringement.