Frequently Asked Questions
-
100 day challenge
-
Can I join the 100 Day Challenge if I’m ordering from the EU site?
-
-
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?
-
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.
-
-
returns&exchanges
-
How do I return or exchange an item purchased from eu.wooland.com?
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
---
Starting September 15th returns for refunds will be charged a €6 fee (per order, not per unit). Exchanges and returns for store credit will remain free.
-
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
-B2C / PARCELPREMIUM to all other European countries.Orders typically arrive within 4-10 business days depending on your location. You will receive tracking information once your order ships.
-
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.
We collect VAT on orders under the UK’s £135 import threshold. Customers will not incur any additional duties or taxes. Since our prices include VAT, you will be under the £135 threshold with a cart totaling up to £168.75. For orders over the £135 threshold, we recommend that you split the order up into multiple orders to get under the £135 threshold. If you’d prefer to group your order together, you may incur VAT and Duty charges by Royal Mail or the courier company.
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
-
I thought you refunded VAT for European customers who don't live in an EU member country or the UK?
In the past, that was our policy. We changed policies on March 4th 2021. You'll end up paying a similar amount with our new policy because we eliminated our shipping fees to Norway, Switzerland, Ukraine, and Russia. The price you pay on our site will be the price on your commercial invoice.
Old Policy:
Since we incur a customs clearance fee when shipping Any VAT over the €35 customs clearance fee we prepay will be refunded if you live in the United Kingdom, Iceland, Norway, Switzerland, or Russia. However, your order may be subject to local taxes and import duties.Here's an example of how the refund works: since we're including VAT in our prices, €140 includes €24,30 VAT and €115,70 retail price. The €24,30 would not be refunded since it doesn't cover the €35 customs clearance fee. However, if your purchase totals €280 (€48,60 Vat and €231,40 retail price), €13,60 (€48,60-€35) will be refunded. Your commercial invoice will state the retail price excluding VAT and customs fees, €115,70 and €231,40 respectively in the examples above. (Netherlands VAT is 21%, hence our equation in this example: €140-€140/1.21=€24,30.)
-