Shipping and returns (ENG)

 We are facing difficulties in this period due to Covid and Brexit, which has an impact on our deliveries, our most expensive wishes is always to satisfy you better and to deliver to you as soon as possible, unfortunately we are dependent on this unprecedented situation and we count on your support, understanding and patience.

DELIVERY INFORMATIONS

We ship worldwide from United Kingdom.
We usually use Royal mail, DPD, UPS...
We always choose the best way to assure you the best and faster delivery.

Due to the Covid 19 and BREXIT situation, please read attentively our shipping informations.

Please note : we send your order during working day only.
It might be delayed during summer and christmas holidays, school holidays or exceptionnal event. In this case, a message on our website will inform you.
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SHIPPING UK

Delivery costs*

We do our best to deliver to you ASAP, allow 24 hours to 96 hours for the UK.

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SHIPPING EUROPE

NEW UPDATE DUE TO COVID 19 AND BREXIT SITUATION

 

Shipping delay : we can't estimate this delay during the actual Covid and Brexit situation.

Additional taxes : Due to the Brexit situation since January 1st 2021, taxes and administration charges now could apply on EU orders. 

Your local postal service or shipper will inform you.

If you don't want your parcel anymore and it is sent back to us, please note we apply £15.00 as restock fee off your refund.

click here to french version.

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SHIPPING WORLDWIDE

 

Shipping delay : approx. 15 working days

Additional taxes : Please note that import duty and VAT may apply for deliveries outside the UK.  As the recipient of our products, you are responsible for all import duties, customs and local sales taxes levied by the country you are shipping to. Payment of these is your responsability and necessary to release your order from customs on arrival. Unfortunately we are unable to advise on the amount that this may be.

Please find out in advance the import taxes applied by your country, for orders from the UK.

If you don't want your parcel anymore and it is sent back to us, please note we apply £15.00 as restock fee off your refund.

Please note that these rates are subject to change in the case of a carrier change*

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IF YOU ARE WAITING FOR YOUR DELIVERY

-  Every time you place an order, we send you an email notification informing you of the sending of it with its tracking number, that allows you to track its delivery. Please keep an eye on sending this notification.

- If you have not received it within 5 days of your order please inform us immediately by email hello@woolandcream.com.

- If you do not receive your order 10 days after this notification of sending with follow-up number (for the UK), and 20 days later (for Europe and International) please inform us immediately by email hello@woolandcream.com. We will conduct a survey with the carier company and file a claim.

After this time and without news from you, we will not be able to make a refund of your order. Thank you for your vigilance.

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 Important Message / COVID-19  + BREXIT : 

We are facing difficulties in this period due to Covid and Brexit, which has an impact on our deliveries, our most expensive wishes is always to satisfy you better and to deliver to you as soon as possible, unfortunately we are dependent on this unprecedented situation and we count on your support, understanding and patience.

During this period of disruption due to Covid-19, longer delivery times than usual are expected, we make every effort to dispatch your order the same day or the next day (Monday to Friday) , but the postal companies are in reduced staff and they have emergencies to deal with, as well as more deliveries to be made than in normal times, also, for all these reasons we count on your understanding and on your patience, if you are resident English please contact us if we do not receive your order, from one week following the date of your order, for Europe please wait 15 days before contacting us, for the rest of the world, allow 3 to 4 weeks of delivery. Some sending destinations will not be available for several weeks, according to the information communicated by Royal Mail, in this case, your order will be delicately kept in our showroom pending the agreement of our delivery companies for delivery in your area. thank you for your understanding and your patience, we do our best to serve you better.

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 EXCHANGES AND REFUNDS
 
You need to return your order ?
- Please return your order 14 days max after your delivery.
After this delay, Wool and Cream reserves the right to refuse any return.
- Email us at hello@woolandcream.com with your name, order number, details of the item you are returning and reason for return. We will email you back with all the informations for this return.
- Please ensure the item you are returning is unworn and in a saleable condition with its original tags and packaging.
Package up your item carefully and securely and post back to us within 14 days of receipt, including your returns slip within the parcel. 
- We will send you an email when we receive your return and let you know that we have processed your refund.  
- Please allow up to 14 working days for us to process returns
Refunds will be made within 28 days of the date we receive the return and will not include the postage and packing costs, we cannot be held responsible for items that do not reach us.
You need to exchange an item :
UK AND EUR. EXCHANGE :
- We will always replace items if they are defective, or exchange your new purchase if you require a different size of clothing. If the replacement item is not available, we will issue a refund. We send out exchanges free of charge within the UK.
INTERNATIONAL EXCHANGES
- Simply place a new order for the items you would like to receive. Please then return the original item(s) by post for a refund.
We recommend you send it tracked as we are not liable for any loss in transit. I
Items must be marked as 'returned goods' on all customs documents. If we are asked to pay customs charges on re-entry of the package, these will be deducted from any refunds, if applicable.

If you wish to cancel your order and it has already been processed then please return the parcel to us using the returns method above. Unfortunately we will not be able to refund your original or return postage costs. 

Any undeliverable orders returned to us will incur additional postal charges to resend, and may also incur an additional processing fee. We will not refund undelivered parcels that are returned to us more than 28 days after purchase.

No return, exchange or refund :
- During sales, in the event that the purchase was made during the sales, and even if this sales period ends no return will be accepted.
- Any item purchased at a reduced price (including in the "Outlet" category), will not be exchanged or refunded (no returns possible).
- Any non received order after 10 days (UK) and after 20 days (for Europe and International) following our notification of sending by email, without any news from you, we will not be able to refund your order

- Posters and printed items are non-returnable due to their fragile nature. All prints and posters are checked prior to posting and sent in perfect condition in protective packaging. We do not accept responsibility for printed materials damaged once received.
- Any items that have been worn, damaged or altered in any way.

RETURNS DURING THE COVID-19 PERIOD :

Returns of goods during this period are subject to conditions, for orders placed outside the UK, we will not resume any returns before the situation improves because the risk of loss of packages is important at this time, and it is useless to make our deliverers take risks. So I would ask you to think carefully before confirming an order, on the size chosen, the color and the model, we must all be vigilant and supportive. If you hesitate on a model, a size or a color we are at your disposal to guide you at best. Exchanges or refunds will only be made upon receipt of this return in our showroom, and only after having informed us in advance by email with the reason for the return. We need a tracking number. Return costs remain the responsibility of the customer. In the event that the shipping costs have not been paid by the customer, but by the company wool and cream with a Free Shipping code, these will be excluded from the refund of your return. We are a very small company and cannot cover such large costs.

Thanks for your understanding.