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 colour and size you require. The available colours 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 0345 073 1044 (local rate), 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?

Yes, we have a Factory Shop, which you are welcome to visit. This is located at:

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

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 contact you by phone or email to inform you. You have the right to cancel the order or select another item to replace the out of stock garment.

 

Why have I only received part of my order?

On occasion items may not be received at once if one or more of the garments ordered was not in stock when ordered. In this case, the garment will be marked "To follow" on the order form included in your package.

 

If my order is despatched in two parts, will I be charged twice for delivery?

For each order you will only be charged once for delivery, regardless of how many packages are sent.

 

What if I am not present when my order arrives?

Parcels are sent via Hermes tracked. On the day of delivery you will receive a 2-hour delivery time slot. You can track your order here and if you are not going to be in, you can redirect it to a neighbour or another safe place.

 

 

Exchanges & Refunds 

The simplest and most convenient way is to use a Pre-Paid Royal Mail returns label for just £1.99, which you add to your order in the checkout.

If you have purchased a Royal Mail returns label when placing your order, simply complete your returns slip, attach the returns label to your packaging and drop your parcel off at your nearest Post Office, then sit back and wait for your refund/exchange. *You have 28 days to use your pre-paid returns label from date of purchase. Pre-paid returns labels are only valid in the UK.

 

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. We now offer Pre-Paid Returns via Royal Mail. You can purchase this at the delivery stage of checkout for £1.99. We will enclose the Pre-Paid label with your order.

 

Can I return my item if I purchased it at an event?

Yes. Please return it with a covering letter with your details and the name of the event you bought it from.

 

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

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

 

How do I return/exchange my item?

To return or exchange your item, 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.

If you have purchased a Royal Mail Pre-Paid Returns Label with your order, just follow the instructions on the Returns Label. Alternatively you can send your parcel back via Royal Mail at your cost.

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

 

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. Items purchased from SALE or OUTLET must be returned within 14 days from when the item is dispatched to you.

 

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

If you purchase our Royal Mail Pre-Paid Returns label at the time of placing your order, the cost is £1.99. Alternatively you can send it yourself (e.g. via Royal Mail from the Post Office) and 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.

 

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 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 by cheque?

We do currently accept cheques for mail order items, please use the order form provided in back of the catalogue or send in the cheque to the returns address with your requirements and we will place the order for you.

 

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 and 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 £25) 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 £25 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 0345 073 1044 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 0345 073 1044.

 

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).