Q. How do I change my personal details ?
Please Contact Us to change your personal details such as postal address. Please provide details of your old and new details.
Q. How do I cancel my web shop order ?
Please Contact Us or ring The Wool Company on 0800 60 70 10 immediately to cancel your web shop order.
Q. Do you have any stores in Auckland ?
Unfortunately, we do not have any stores located in Auckland, we only have our Utiku retail store. However, you can shop with us online. Please see our Shipping charges and refund policy for online purchase orders.
Q. Do you have any stores in Australia ?
It is great to see you are so eager to shop with us! Unfortunately, we do not have any stores located in Australia, we only have stores based in New Zealand. However, you can shop with us online. Please see our Shipping charges and refund policy for online purchase orders.
Q. I have made a purchase online and want to exchange it, how do I do this ?
Garments which are eligible for exchange (see criteria below) can be exchanged at our Utiku store, or returned to this address:
The Wool Company
PO Box 18,
Unworn and saleable merchandise may be returned within21 days of purchase for an exchange, store credit or refund in the form of original payment, provided it has all the original tags attached. Merchandise without swing tags attached may not be returned and refunded but may be exchanged with another garment or a store credit.
Any garments returned for exchange or refund are returned at the purchasers expense - that is, the customer pays for the courier or postage back to The Wool Company. The Wool Company will cover the cost of returning exchanged garments to the original purchaser (excludes yarn). Exchanges of yarn will incur the standard $7.00 postage charge, or the applicable international freight charge. We cannot refund courier or postage costs unless the item is faulty.
Worn, damaged or altered merchandise may not be exchanged, returned or refunded.
Q. What if there is a problem with my purchase ?
Exchange: Garments can be exchanged within 21 days assuming they are in a saleable condition.
Refund: Garments can be refunded within 21 days with the original receipt if they are in a saleable condition.
Change of Mind: Garments can be exchanged within 21 days if you change your mind so long as they’re unworn, in a saleable condition, with the original receipt.
Faulty: Faulty garments can be returned to us for repair or exchange.
Q. Will my refund include shipping charges ?
Unfortunately, we cannot refund shipping charges - refunds can only be given on The Wool Company product.
Q. How can I pay for my online order ?
Online orders can only be paid for by credit card. The Wool Company accept Visa, Mastercard and American Express.
Q. What currency will I be charged in ?
All orders are charged in New Zealand dollars, so there maybe a small difference in the price shown online and the price charged due to bank conversion rates.
Q. If I am ordering from outside of New Zealand will I have to pay tax on my parcel ?
New Zealand has a free trade agreement with Australia, so parcels being delivered to Australia should not incur any charges. Other countries often do random checks on parcels and if you are unlucky you may need to pay a percentage of the value of your purchase as a tax to your government. Any customs charges or sales taxes upon entry to your country are excluded from our prices. If you are concerned, it may be wise to check your countries policy on imports before ordering.
Q. Is it safe to buy online with my credit card ?
We use the highest level of online security to ensure that online shopping with your credit card is safe.
Q. How do I care for my garment ?
To keep your garment looking good, they need to be washed at regular intervals. All garments have care labels and should be washed following these care instructions.
All our garments have a high wool content so we recommend using an approved wool detergent and cold water for washing of all our products. Some are specified as handwash only, some of the fabric garments and baby yarns are able to be machine washed on the wool cycle. We strongly advise reading the washing instructions prior to washing.
We do not recommend tumble drying our products.
If you have any additional questions, please contact us, so we can advise you before washing.
Q. How do I know what size to buy ?
If you scroll to the bottom of our website there is a link under the heading SHOPPING ONLINE that reads Size Guide, it will bring up the basic measurements to help you find the correct size. Please note this is only a rough guide and since all garment styles vary in sizing the guide does not apply to all of them. If you would like the specific measurements of a particular garment please feel free to email us at firstname.lastname@example.org or call us on our free phone number 0800 60 70 10