Frequently Asked Questions

• challenges
  • How can I learn more about your wardrobe challenges (100 Day, 30 Day, etc)?
    You can read about our current wardrobe challenges here: https://journal.wooland.com/all-our-outfit-challenges
  • Where can I find style inspiration for my challenge dress?
    Join our online community for style inspiration, support, and one of the friendliest places on the internet. You can find us on Facebook as: wool& 100 Day Dress Challenge.
  • Can I participate in a wardrobe challenge if I’m ordering from the EU site?
    Yes, you can! You can receive a €100 or €30 gift card by participating in our 100 Day Dress Challenge or 30 Day Dress Challenge if you’re planning on using your reward on the wool& EU site. Learn more here. Learn about joining our Facebook group here.
• fit&care
  • What is superwashed wool and do wool& products use superwashed wool?
    superwash wool is wool that is machine washable and, therefore, will not felt or shrink like untreated wool. superwash wool is made by exposing the fiber to a chlorine gas that erodes the scales and then it is coated in a plastic resin called Hercosett 125. one yard of our t-shirt fabric has .45 grams of resin, about half the weight of a raisin. the scouring mill has a EU Ecolabel Certificate and is Standard 100 by Oeko Tex.
  • How do I store my wool& dress?
    We recommend folding most of our knit dresses, to prevent stretching out the garment. We clarify this in the “details” section of each product.
  • How does your clothing fit?
    You can see the specific body measurements for each style on the "size guide" link found on the product pages. if you have additional questions, please don’t hesitate to reach out to our Customer Experience team at euhelp@wooland.com. Visit our meet the models journal to find out what our models are wearing.
  • How do I wash and care for my wool& dress?

    You can wash your item on cold in the washing machine with regular laundry detergent. Don’t use bleach or fabric softeners. don't use Oxi-Clean or Tide-to-Go pens (including bleach-free pens). Lay flat or line dry. You may use a iron on low heat or a steamer to help smooth out any wrinkles that occur in washing. Please wear deodorant, not aluminum-based anti-perspirant (anti-perspirant deodorant combined with sweat can create armpit stains that can make odor difficult to remove from the item's armpit area). Read more about how to care for your dress and some deodorant recommendations here.

• guarantee
  • Where does your wool come from?
    You can learn more about our traceable knit supply chain here. You can learn more about our sustainable progress here.
  • What's the wool& guarantee?
    If for any reason your wool& item doesn’t meet your expectations, send us an email at euhelp@wooland.com and we’ll make it right.
  • Do you offer discount codes, coupon codes, or have sales?
    We price our products without the markup that you see at most other clothing companies. That way, you know you're getting a fair price, whenever you buy from us.
• pricing
  • Can I get a price adjustment?
    Full price purchases are eligible for price adjustments if the retail price is dropped within seven days of your purchase. Price adjustments are offered in the form of store credit for the difference in price. Store credit codes will not expire. Please email euhelp@wooland.com if you need assistance with a price adjustment.
  • When do you do sales or promotions?
    We price our products without the markup that you see at most other clothing companies. That way, you know you’re getting a fair price, whenever you buy from us. The only “deals” you’ll see from us are a holiday customer appreciation gift and warehouse cleanout.
    
    
    
• returns&exchanges
  • How do I return or exchange an item purchased from eu.wooland.com?

    Returns for refunds will be charged a €6 fee (per order, not per unit). Exchanges and returns for store credit are free.
    
    We will gladly process returns or exchanges for up to 30 days after the date of delivery for items in re-sellable condition. (We don’t accept returns of washed, altered, or worn items.)

    To start the exchange or return process, notify us with an email at euhelp@wooland.com including your order number (#1234E) and the item you’re sending back. We will email a prepaid return label if you are shipping from the following countries:

    Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Spain, Sweden, and United Kingdom (excluding Jersey and Guernsey).

    Please indicate if you would like store credit (to place an order for a different size, color, style) or a refund.

    If you don't see your country, you’ll need to pay for return shipping back to us. (We're working to add more countries to the list.) Mail your exchange or return to our warehouse at the address below. Please, write your order number on the parcel. Once your items arrive back at our warehouse, we will issue a store credit or a refund. Shipping your return or exchange back to our fulfillment center is at your expense.

    wool& c/o TLogistics

    Gerolsteinbaan 7-9

    5121 DN Rijen

    The Netherlands

  • How long does the returns and exchange process take?

    8 to 12 business days. As soon as we receive the package in our warehouse, we’ll email you store credit or issue you a refund. With the store credit, you can place an exchange order or use it for a future wool& purchase.

• shipping
  • How does wool& Europe ship and when can I expect my order?

    From our fulfillment center in the Netherlands, we ship via:
    -DHP / D4U to Benelux
    -DHP / EUROPACK to Germany
    -HERMES via B2C / PARCELPREMIUM to United Kingdom
    -B2C / PARCELPREMIUM to all other European countries.

    Our Europe warehouse is located in the Netherlands. You can generally expect your order to be delivered within 4-10 business days, depending on your proximity to the warehouse.

  • What about duties & taxes?

    Within the European Union and the United Kingdom, orders are shipped DDP (Delivery Duty Paid). All taxes and duties are included in the final price. Due to air shipment requirements, Malta & Cyprus orders will incur a €50 surcharge.

    Outside the European Union and United Kingdom, all orders are shipped DDU (Delivery Duty Unpaid). Therefore, your order may be subject to local taxes and import duties, which are imposed by your local customs office or the shipping carrier. We are unable to calculate the exact amount in duties and taxes your order might incur. We do not cover any such taxes, duties or related charges.

  • Do you ship outside of Europe?
    Yes, but only from our US site: wooland.com
• suggestions
  • How can I request a new product or feature?
    You can add your request to our Feature Upvote board here:
    wooland.featureupvote.com 
    
    While you are there, make sure to vote on any other features you'd like to see from wool&. We take customer feedback seriously and appreciate suggestions!