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.
• fabric
  • Woolmark certification: what is it?

    Our wool is proudly certified by Woolmark, the global authority on Merino wool.
    
    Woolmark has high standards, ensuring quality of the wool fibers is maintained from raw wool fleece to processed yarn to finished garments. The wool we use is ethically grown in Australia. 
    
    We can trace the Merino wool in our supply chain from the farm to the finished garments. Read more HERE.

  • 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.
• fit&care
  • 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 do I find my perfect fit?
    Size Chart: We list a "Size Chart" icon directly above the size options for every style. Our size chart lists actual measurements for every size of each style so you can check specifications (ex: dress or inseam length) for your size. When you open the chart, be sure to click over to "Garment" and "Fit" at the top to explore all measurements and sizing suggestions.

     

    Sizing Tip: In the "Description" section for each item, you will see a "Sizing Tip" that will guide you.

     

    Reviews: Our customers love to leave detailed reviews about their sizing experience! Scroll to the bottom of each item's page to view.

     

    Facebook Community: We have an extremely active online community and it's a gold mine of information about people's experience with all of our products! Join here.

    
    If you have additional questions, please don’t hesitate to reach out to our Customer Experience team at help@wooland.com.
  • How do I wash and care for my wool& dress?

    You can wash your dress 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 an 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.

• get in touch
  • Need help?
    Our friendly customer support team is here to help with any wool& questions or needs! Whether it's sizing, fabric, exchanges, shipping, or anything else wool-related, we are here to answer any and all questions you might have.
    
    Reach out to help@wooland.com with details about your question or concern. We typically respond within a few hours!
    
    
    
  • Let's collaborate.

    We love to work with content creators and affiliates who are passionate about living with less, travel, styling clothing, and natural fibers, especially merino wool. We’d like to see examples of past work you’ve done with brands prior to moving forward with a partnership, to make sure you’d be a good fit. Sometimes we work with content creators who aren’t focused on the above topics, but their mission feels in line with our brand.
     

    If you think you'll be a good fit, please send a selection of past work examples to partner@wooland.com for our team to review. We will reach out if we need more information, or to move forward with applying to our affiliate program within one week of emailing.

  • 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!
• Preorders&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 help@wooland.com within seven days of your purchase 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, preorder to save, warehouse cleanout, and defective mystery sales (see below).
    
    Defective mystery sales include factory seconds and returned garments that were unable to be restocked for various reasons. We make every effort to launder mystery items when needed so you'll receive a clean garment, but there may be stray hair or lint. Limits per customer. Final sale. If you don't love the mystery item you receive, there is an active wool& Buy/Sell/Trade groups on Facebook. We do defective mystery items once or twice a year, generally in March and/or September.
  • Why we do preorders and how they work?

    By purchasing items before they enter production or while they’re being produced, you’re helping us A) fund the production process and B) gauge demand so that we can better manage inventory.
    
    Your card will be charged at the time of purchase. Please note that you can cancel your preorder up to 90 days after purchase and request store credit or refund. If it has been greater than 90 days since your preorder was placed, these items are not eligible for a refund. Once you receive your preordered item, you will still have 30 days to return for store credit
    
    Estimated shipping dates are listed on each product page and are subject to change. We will keep you posted if anything does change.
    
    Select preorder items will have a 10% discount. We group all these items in the “preorder to save” collection. We generally switch the price back to full price approximately four weeks before we receive the product at our warehouse and start shipping. The date when this price switch occurs will be listed on the product page.

• returns&exchanges
  • How do I return or exchange a wool& item?

    Returns for refunds will be charged a $6 fee (per order, not per unit). Exchanges and returns for store credit will remain free.

    ---

    For domestic US orders, we've partnered with Happy Returns to provide two options for a seamless, easy return process for domestic returns within the US. You can print a prepaid label at home or visit your local Happy Returns Bar for a quick return experience. You will need your order number (ex: #77777) to start your return through the link below.
    
    Please visit returns.wooland.com to start your return/exchange.
    
    

    • If you choose to return via your local Happy Returns Bar, you will be emailed a QR code to provide to your local Happy Returns Bar. Your refund or exchange will be processed immediately as soon as your item is scanned in at your local Happy Returns Bar. Remember to bring packaging with the barcode on it for them to scan. You can view a list of Happy Returns Bar locations here.
    • If you choose to mail in your return directly, you’ll be provided with a prepaid shipping label at the end of the return process. You may print the label and deliver your return to the shipping carrier shown on the label. Your refund or exchange will be processed immediately, once it has been scanned in by the carrier.
      
      

    Please note that all returned items must be in their original condition - unwashed, unworn, and unaltered. Please include all original packaging. Trying an item on to determine fit is fine, but wearing the item for any amount of time will make it ineligible for return.
    
    International returns for orders placed on our US site, please visit here.
    
    Please email help@wooland.com if you have further questions.
    

  • How many days do I have to make a return or exchange after purchasing an item from wool&?

    We will gladly process returns or exchanges for up to 30 days after the date of delivery for unworn garments only (trying on a garment does not preclude you from returning or exchanging).

  • I live in a country outside the United States and would like to make a return or exchange. How do I do it?

    At this time, wool& isn’t able to provide pre-paid shipping labels for international customers. This means that if you live outside the U.S., you’ll need to pay for your own return.
    
    To return an international order, place the item(s) in original packaging, along with the info ticket that came with the order. If that isn’t available, please include the order number on a piece of paper in the box. Mail the package using your preferred carrier to our warehouse at the address below:

    wool& Returns Department

    Attn: #ORDER NUMBER GOES HERE
    wool& returns 
    12826 NE Airport Way
    Portland, OR 97230
    United States 

    We will follow up with you once your package has been received.

• shipping
  • How do you ship and when can I expect my item?

    Domestic orders will ship via USPS and generally arrive within 5 business days, unless you choose the expedited 2-4 day shipping option. We also provide a UPS Ground option for those that have carrier preference.
    
    Depending on the international shipping service you select, international orders can arrive in as little as three business days with expedited shipping or up to 30 days with basic shipping.

  • What packaging does my shipment arrive in?

    99% of our packaging is made from post-consumer waste paper, and is completely curbside recyclable. When needed, we have implemented plastic packaging for specific products:

    Hilltop Wool Fleece Jacket: This product may arrive in plastic. We ran into packaging limitations and in order to protect this very special garment in transport, we had to use plastic. We advised our vendor to use recycled plastic when possible.

    Penny Denim Wrap Dress & Greta Denim Wrap Skirt: These products were specially treated to give them a distinctive look. These products arrive in plastic for protection due to potential “crocking,” meaning dark colors may rub off on light colored fabric and upholstery.

  • How do I add a gift receipt?
    If you would like your order to be shipped with a packing slip without prices listed, simply select the checkbox for "gift receipt" in your shopping bag (located near the checkout button.)
  • If I return a wool& item, will expedited or international shipping costs be refunded?
    We offer free shipping and easy returns in the USA for standard shipping. If you choose UPS 2nd Day Air or ship an order internationally, the shipping costs are non-refundable on returns.
  • How does international shipping work?

    To create a better experience for our European customers, we're offering a selection of our items through our wool& Europe store. With our warehouse in the Netherlands, customers will receive their orders faster and have a better return/exchanges experience. 

    We ship using USPS First Class Mail and UPS Mail Innovations for a $10 flat rate on orders over $100 or FedEx Express for a $35 flat rate on orders over $150. Please allow 15 to 30 days for a USPS First Class Mail or UPS Mail Innovations shipment and 5 to 8 business days for a FedEx Express shipment. Don't be alarmed if your tracking status shows the package in customs for more than a few business days. If it's been over 10 business days and the tracking status is still showing that the package is processing in customs, please work with your local post office to expedite the process.
    
    UK Customers: per UK regulation, we collect VAT on orders under the UK's £135 import threshold. Customers will not incur any additional duties or taxes. For orders over the £135 threshold, you may incur VAT and Duty charges by Royal Mail, the courier company, or the customs office. If you'd like to avoid Duty charges and potential shipping delays, we recommend that you split the order up into multiple orders to get under the £135 threshold.

    Many other countries will charge the buyer a VAT or Duty Fee before the package can be collected. These import duty fees vary from country to country. Please be advised that you could be charged extra fees by your customs dept. If you want to know what the duty fees will be, please contact your local customs department for the rates.