Postage and Returns

Postage

There are 3 delivery option for UK customers:

Royal Mail: We try and get all orders placed via the website sent out within one working day (Monday to Friday) of the payment clearing, and wherever possible on the same day. In the event of a delay due to stock issues, we will contact you to explain and give you the opportunity to amend or cancel your order.

 UK orders are usually sent with the standard Royal Mail 24 (1st Class) service. If you want a guaranteed next-day delivery, please select the Express Delivery option which uses Royal Mail’s Next Day ‘guaranteed by 1pm service’.

Wool-by-Bike: This is a special service made possible by a collaboration with Pages of Hackney,  for knitters with local post codes. Bike deliveries are made 3 times a week, usually in the late morning/early afternoon. To make the most of this service you are warmly encouraged to order books from Pages of Hackney on the same day as your wool, as the bookshop will give you free delivery on presentation of your Wild and Woolly order number.

Collect from the shop: Your order will be packed in a bag for you to collect from the shop. Customers who select this option will be sent an email when their order is ‘complete’ signalling that it is ready for them to collect. You may collect between 11am and 5pm Tuesday to Friday. Please knock on the shop door and wait outside while we fetch your order.

Rest of the world orders are usually sent with Royal Mail’s tracked airmail service. We place customs labels on all international orders indicating the contents of the order and where each item in the order originates from. On that basis, some countries (now also including European Union countries) may charge recipients VAT or duty before releasing the order from customs. These fees are not be covered in  the price you pay Wild and Woolly, so customers are encouraged to check with their own customs authority to find out what charges if any may be levied for the products they are buying. 

Delivery Delays

In order for us to keep postage and packing charges to customers at a reasonable level, we use Royal Mail’s standard untracked first class service as the default delivery option, and we only charge more for postage if a customer expressly opts for a guaranteed service.¬†This has resulted in the vast majority of orders taking 1 to 2 working days to reach customers. However occasional hold-ups do happen in the Royal Mail pipeline, particularly during busy holiday times, or periods affected by COVID-19 restrictions. Wild and Woolly’s policy is to regard anything up to 21 working days as an unfortunate but realistic wait time for a minority of parcels. For parcels that do not arrive within the 21 working day window, we will always seek further investigation and if necessary arrange a refund or repeat mailout of the order.

Wild and Woolly cannot take responsibility for parcels which are held at delivery depots and go unclaimed by the recipient, or parcels which don’t reach recipients because of customer error in address details.

Exceptionally heavy and bulky items may be sent by a commercial courier service. If you require an express service, please contact orders@wildandwoollyshop.co.uk for details of additional fees.

Returns

We hope you are happy with your purchases from Wild and Woolly, but if for any reason, you decide they are not right for you, please send them back within 30 days of receiving them, un-used to the shop: 116 Lower Clapton Road, London E5 0QR.

Please retain a proof of postage from the Post Office as Wild and Woolly cannot be held responsible for returns which do not reach the shop.

As long as we receive your returned goods in a resaleable condition, we will refund the price you paid (minus the postage). Alternatively we can exchange them for something else and send that off to you postage free!

If you have any questions or comments regarding returned goods, please email returns@wildandwoollshop.co.uk, and we will get back to you as soon as we can.

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