Frequently Asked Questions
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 do i find my perfect 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 email@example.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). 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). 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.
- What is superwashed wool and do wool& products use superwashed wool?
why do we do preorders?
we decided to implement our pre-order system for a couple of reasons. first, by ordering a preorder item, you’re also helping us invest in future styles. we have big plans to have better inventory availability and expand our line in the near future. also, we want you to be informed about what’s coming next, in case you’re looking to make a purchase soon.your card will be charged at the time of purchase. you can still cancel and refund your order if you buy a preorder item—just email us at firstname.lastname@example.org and we’ll help you out. estimated shipping dates are listed on each product page, and are subject to change, but we’ll keep you posted if anything does change.
- why do we do preorders?
how long does the returns and exchange process take?
7 to 10 business days for U.S. orders. as soon as we receive and process the package in our warehouse, we’ll email you store credit or issue you a refund. you can place an exchange order with the credit or hold onto it for a future wool& purchase. if you’re concerned that the dress you will be exchanging might run out of stock in your size, we recommend placing a new order first and waiting for a refund.
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
12826 NE Airport Way
Portland, OR 97230
we will follow up with you once your package has been received.
how do I return or exchange a wool& item?
we'll send you a prepaid return label with instructions in your shipment. place the return label on the original packaging with the items you are returning and drop off at your nearest USPS or FedEx store (whichever option is shown your prepaid return label). please add a note inside the package to state your preference of store credit or a refund, otherwise we'll send over store credit once the return/exchange has been processed.
don’t have the return label? send us an email to email@example.com with your order number (#1234) and we'll email you a label that you can print at home. we will follow up with you when your return package has been received.
- how long does the returns and exchange process take?
if I return a wool& item, will expedited or international shipping costs be refunded?
we offer free shipping, free 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.
how do you ship and when can I expect my item?
domestic orders will arrive within 5 business days unless you choose the 2nd day air option. depending on the international shipping service you select, international orders can arrive in as little as three business days.
- if I return a wool& item, will expedited or international shipping costs be refunded?