FAQs

Website information

How do I add an item to my basket?

Once you've decided on an item, you can add it to your basket after selecting the color and size you require. The available colors and sizes are shown to the right of the main image. Just click once on each square, then, if you'd like to buy more than one of the item, type the quantity you need. Once done, click "Add to Bag".

 

How do I complete an order?

After adding the item(s) you want to your basket, click the “Go to Checkout” button in the basket drop down, or click on the mini bag image in the top right corner of the page, and you will be taken through the steps required to complete your purchase.

 

How do I modify the contents in my basket?

Click on the bag (located at the top right of the page). You will see a table showing the items in your basket, you can also remove an item by clicking “REMOVE X”.

 

Can I change my order after completing checkout?

It is not possible to make changes to a completed order from our website. However, depending on when your order was placed, there may still be time for you to modify it by contacting our customer service department on 1-646-569 9130 (local rate) or on +44 1444 462790 (international), we are open 24 hours a day, 7 days a week.

 

How do I create an account?

To create an account, click “Register” (located at the top left of the page) and follow the on screen instructions.

 

How do I use my promo-code?

Promo codes may be entered at the basket stage.

 

I have two promo-codes, can I use both on one order?

No, only one promo code may be used per order. Also, promo codes cannot be used in conjunction with other voucher codes or Multi-Buy/Mix & Match or Pack Offers.

 

I have a gift voucher, how do I use this?

To redeem your gift voucher, you will need to enter your voucher code at the payment stage of checkout. You will be directed to the relevant page after you have selected or entered your delivery address.

 

How do you keep my information safe?

We store all your personal and payment information in a very safe and secure environment. Your card and login details are stored in an encrypted format. Your payment details are sent using the digitally signed THAWTE SSL certificate, which guarantees that information exchanged between your computer and our servers is fully encrypted.

 

 

Product information

Which size should I choose?

For information on how to select the correct size, see our Sizing page.

 

How do I keep my garment in good condition?

If you take good care of your WoolOvers item, it will last for many years. For information on how to look after your garment, see our Caring Instructions page.

 

Do you have a shop?

If you are visiting England, come and say hi! We're based at:

WoolOvers House,
Victoria Gardens,
Burgess Hill,
West Sussex,
RH15 9NB,
United Kingdom

Our shop is currently closed following government Covid-19 regulations, but our normal opening hours are Monday to Saturday 9.00am to 5.00pm and Sunday 10.00am to 4.00pm.

 

 

Postage information

How long will it take for my order to arrive?

Full information on our delivery options can be found on our Delivery page.

 

What postal methods and prices do you offer?

Full information on our delivery options can be found on our Delivery page.

 

Do you deliver worldwide?

Absolutely! We are an international business and deliver all over the world.

 

The item I ordered isn't in stock. What will happen?

It is possible that the item you want may not be in stock at the moment your order is completed. In this case, we will dispatch your item automatically and at no extra cost as soon as it becomes available.

 

What if I am not present when my order arrives?

Parcels are sent via DPD and so the following parcel shipping protocol will be used for a parcel shipping. The postman or shipping driver tend to follow a set procedure for each house, so if you are out they will either leave the parcel with a neighbor or they will leave it in a secluded position or they will return it to the sorting office for collection. In either case the postman will leave a card through the door explaining their actions and how to retrieve the parcel.

 

 

Exchanges & refunds

What happens if I do not like the items or they do not fit?

If you are unhappy with your purchase for any reason, you can send it back to us for a full refund.

 

I have received a WoolOvers garment as a gift. Can I return it?

Yes you can, within our normal 28 day exchange policy. Sale/Clearance purchase must be returned within 14 days of dispatch.

 

How do I return/exchange my item?

We use a service that sends parcels back from USA to our office in the UK to make returns postage cheaper for you.

You can process your return via our easy-to-use online portal. You'll need your order reference, email address and a printer to use this service. Once you've registered your return simply drop your parcel off at the nearest post office.

If you prefer not to use the online portal please complete the reverse side of your delivery statement and enclose it with the garment. Do not worry if you have lost your statement: in this case enclose a covering letter with your requirements making sure that we have your full name, address and telephone number.

Our United Kingdom returns address is as follows:

WoolOvers Ltd,
WoolOvers House,
Victoria Gardens,
Burgess Hill,
West Sussex,
RH15 9NB,
United Kingdom

Please do not address your parcel to any individual as this will delay the parcel at customs.

 

How long do I have to return my item?

You have up to 28 days to return your item, provided it is in its original condition.

 

How much does it cost to return goods for an exchange or refund?

Via USPS the cost will depend on the size and weight of the garment/s. To get the cheapest rate, use the small parcel size if possible.

We are unfortunately unable to offer free return postage. If we did this, the price of our garments would have to increase.

 

I want to exchange my item for one with a different price. Can I do this?

You can exchange your garment for any other, whether or not the prices are the same.

If the item being returned to us is the cheaper of the two, you will of course need to pay the difference. You can do this in one of two ways: by card, or by making a payment yourself via PayPal.

If you wish to pay by card, fill out your card details at the bottom of the returns form or check “Previously used card” if you bought your garment using the card you wish to use.

To pay using PayPal, make a payment to the address [email protected] and record the transaction number on your returns form so we can easily find a record of your payment.

If the item you wish to receive in replacement is the cheaper item, we will refund the difference to your card or via PayPal, depending on the method used to purchase the unwanted garment. This repayment will be confirmed via email.

 

How long will it take to process my exchange?

We make every effort to ensure that returns are processed as quickly as possible. Once we have received your unwanted items, it will generally take 48- 72 hours for your new ones to be despatched. However in high season (during the winter and particularly after Christmas), exchanges may take up to three weeks.

 

How can I get a refund on my item?

To request a refund on your item, simply return it to us along with the returns form on the back of your invoice. Make sure you check the “Refund” column and please include the name or product code of the unwanted garment.

 

If I request a refund, how soon will I be reimbursed?

We endeavor to make sure all refunds are made as quickly as possible. In high season (during the winter and particularly in the run-up to Christmas) reimbursement may take up to 30 days from receipt of your returned item.

 

 

Payment information

Can I pay with PayPal?

Yes you can, as long as all of the items in your order are in stock. If any items are not in stock, you must pay by card.

To pay with PayPal, click the “PayPal” button (under "Checkout") in your Basket.

 

When will I be charged for my goods?

If you pay by card and one (or more) of items ordered is available, or if you use PayPal, the total amount of your order will be charged at the time you submit the order.

 

 

Offers & Promo Codes

From time to time we will have offers and promo codes advertised on the website/catalogue and Press. All of our offers/promo codes will have a time limit and conditions of use. However, as a rule you cannot use more than one promo code per order. Promo codes cannot be used in conjunction with Mix & Match offer/Multi-Buy offers.

 

 

Pre-Orders 

Pre-orders are a convenient way for customers to order new products ahead of their delivery dates. 

 

What does pre-order mean? 

If an item is on pre-order, we have the delivery booked but the shipment has not yet arrived in our warehouse. The product will be sent to you as soon as we have received it. 

 

How will I know if an item is on pre order? 

When you click on the required size of an item, if it is on pre-order a message will appear saying ‘Dispatching by:’ and the date it will be sent out by. 



When will the product be dispatched?

In most cases, the product will be dispatched by the date displayed on the website. However, delays out of our control do sometimes occur but we will endeavour to get your order to you as soon as possible. 



When will my payment be taken?

Payment will be taken at the time the order is placed.

 

What if only some products from my order are on pre-order, and others are in stock?

The products which are in stock will be dispatched immediately (if they are above $35) and the items on pre-order will be dispatched separately at a later date when we have received the stock. There are no additional shipping costs for this. Any items in-stock which are below $35 will only be sent out once we have received stock of the pre-order item.

 

Can I cancel my pre-order item?

Yes, if your order has not been dispatched yet, you can ring our customer service team on 1-646-569 9130 (local rate) or +44 1444 462790 (international) to cancel it. You will receive a full refund. 

 

Can I alter anything about my pre-order, e.g. size, colour, shipping information?

Yes - if your order has not shipped yet, you can amend it by ringing our customer service team on 1-646-569 9130 (local rate) or +44 1444 462790 (international).

 

How will I know when my pre-order has shipped?

You will receive an email notification when your order has been shipped.

 

What happens if I pay for express shipping on my pre-order item?

If you select express shipping at the checkout, your order will be sent via express delivery by the date listed on our website (after we have received the stock).