I aim to ship orders within 3 working days. However, in keeping with local guidelines on safe practices during the Coronavirus pandemic, I am limiting time spent at my studio. As a result, I am currently making one trip to the post office each week, on either Friday or Monday.
The pandemic is also impacting delivery times, particularly to the US; some parcels arrive promptly, while others may take significantly longer than usual. I’m very sorry for any inconvenience this may cause, however there is nothing I can do to prevent delays. If you are concerned about parcels being delayed or lost, I would recommend choosing the tracked and insured method of shipping.
What are your shipping rates?
I offer two shipping options: standard untracked (insured for up to £20) or tracked (insured to the retail value of the goods).
Accurate shipping rates are calculated in the checkout and are based on the weight and destination of your parcel and the service you choose. As a guide, rates are as follows:
UK: £3.85 for up to 1kg
Europe: £5.95 for up to 250gm, £7.80 for 500gm, £10.20 for 1kg
USA: £10.95 for up to 250gm, £16.60 for 500gm, £23 for 1kg
Everywhere else: approximately £9.90 for up to 250gm, £14.50 for up to 500gm, £20.85 for 1kg
Tracked and insured shipping:
UK: £5.85 for up to 1kg
Europe: £12.25 for up to 250gm, £14.20 for 500gm, £16.20 for 1kg
USA: £15.95 for up to 250gm, £20.60 for 500gm, £26.50 for 1kg
Everywhere else: approximately £16.65 for up to 250gm, £21.05 for up to 500gm, £23.90 for 1kg
I've placed multiple orders- can you combine them?
If you place more than one order during the period between postings, I will try to combine them into one parcel and refund any shipping overcharge. Please use the contact form or email email@example.com to discuss this.
Where is my order?
If your order has not arrived within 30 days (45 for international customers), please get in touch using the contact form or email firstname.lastname@example.org.
Royal Mail will not classify orders as missing or lost within this period of time.
If you chose standard shipping and your parcel has not arrived safely, I am able to reimburse you up to the value of £20, once Royal Mail has processed the lost parcel claim. If you chose tracked and insured shipping, you will be reimbursed to the retail value of your order.
Will I need to pay fees or charges on my order?
Purchases from Woollenflower are not subject to VAT, however, if purchasing from outside the UK, you may be liable for customs/ import charges in your own country. All import fees and charges are the responsibility of the customer; please check with your local customs and postal services for details.
What if I don’t like my purchase or it arrives faulty?
Every effort is made to photograph items true to colour but differences in monitor settings mean that they may vary slightly from how you view them onscreen. It's important to me that you are happy with your purchase and I’m very happy to work with you on your selection; if you have any questions, please get in touch using the contact form or email email@example.com.
If you change your mind about your order and would like to exchange or return it, please contact me within 14 days of receiving it. Products must be unused with labelling intact and any postage or import charges incurred will be your responsibility.
In case of product faults, please contact me within 14 days of receiving your order to organise a replacement or refund.