Frequently Asked Questions

Please select the subject below and click for more information

Website Information

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".

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.

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”.

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 +61 8607 8687 (local rate) or on +44 1444 462790 (international), we are open 24 hours a day, 7 days a week.

To create an account, click “Register” (located at the top left of the page) and follow the on screen instructions.

Promo codes may be entered at the basket stage.

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.

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.

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

For information on how to select the correct size, see our sizing page.

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.

If you are ever visiting England come and say hello! 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 Friday 9.00am to 5.00pm.

Postage Information

Full information on our delivery options can be found on our Delivery page.

Full information on our delivery options can be found on our Delivery page.

Yes, all our parcels are sent via Auspost and have an individual consignment number. To track your order click here and enter the tracking number you have been provided on your dispatch confirmation email.

Parcels are sent via Auspost and so the following parcel delivery protocol will be used for a parcel delivery. The courier drivers tend to follow a set procedure for each house, so if you are out they will either leave the parcel with a neighbor or they will leave it in a secluded position or they will return it to the sorting office for collection. For each of these occasions the courier will leave a card through the door explaining their actions and how to retrieve the parcel.

Absolutely! We are an international business and deliver all over the world.

If you live in the UK, please visit our UK website. We also have a site for our American customers.

If you live in France or Germany we have a website for our French customers and a website for our German customers.

If you are ordering from Australia or New Zealand you are on the right site and will order directly from our Australian warehouse. Unfortunately we are unable to despatch orders to Australia or New Zealand from the UK.

If you would like to place an order from anywhere else in the world please use our international website.

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.

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

Exchanges & Refunds

If you are unhappy with your purchase for any reason, you can send it back to us for a full refund.

Unfortunately we are unable to process exchanges. However, if you would like to swap a garment for a different size or colour then please return that product for a full refund and place a new order for the style you would prefer. Once you have placed a new order, contact our Customer Service team ([email protected]) who will arrange for the postage charge on your new order to be refunded.

To return 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. All you need to do is send your parcel to the following address and we will do the rest.

Coghlan Yennora
Building 1A.5
Yenorra Distribution Centre
Lofus Rd
Yennora
NSW 2161

You have up to 28 days to return your item, provided it is in its original condition. Items purchased from SALE or CLEARANCE must be returned within 14 days from when the item is dispatched to you.

Via Australia Post the cost will depend on the size and weight of the garment/s. To get the cheapest rate, use the smallest parcel size possible. We are unfortunately unable to offer free return postage. If we did this, the price of our garments would have to increase.

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

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.

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

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.

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.

Unfortunately only customers living in the UK can currently pay by cheque.

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.

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