FAQ

Website information

How do I add an item to my basket?
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 Basket”

How do I complete an order?
After adding the item(s) you want to your basket, click the “Checkout” button in the basket drop down at the top right of the page, or click "View Basket" next to the “Add to Basket” button, and you will be taken through the steps required to complete your purchase.

How do I modify the contents in my basket?
Click on “Basket” (located at the top right of the page). You will see a table showing the items in your basket, from which you can re-select the size/colour/quantity you require. You can also remove an item by clicking the red “X” in the “Remove” column.

Can I change my order after completing checkout?
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 2 8607 8687. We are open 24 hours a day / 7 days a week.

How do I create an account?
To create an account, click “Sign in / Register” (located at the top right of the page) and follow the on screen instructions.

How do I use my promo-code?
Promo codes may be entered at the checkout, after you have selected or entered the delivery address or alternatively they can be entered at the basket.

I have two promo-codes, can I use both on one order?
No, only one promo code may be used per order.

I have a gift voucher, how do I use this?
To redeem your gift voucher, you will need to enter your voucher code at the checkout. You will be directed to the relevant page after you have selected or entered your delivery address. or alternatively you can enter your code at the basket.

How do you keep my information safe?
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

Which size should I choose?
For information on how to select the correct size, see our Sizing page.

How do I keep my garment in good condition?
If you take good care of your WoolOvers, it will last for many years. For information on how to look after your garment, see our Caring Instructions page.

Do you have a shop?
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

Opening hours: Monday to Saturday 9.00am to 5.00pm and Sunday 10.00am to 4.00pm.

Postage information

How long will it take for my order to arrive?
Full information on our delivery options can be found on our Delivery page.

What postal methods and prices do you offer?
Full information on our delivery options can be found on our Delivery page.

Do you deliver worldwide?
Absolutely! We are an international business and deliver all over the world.

The item I ordered isn't in stock. What will happen?
It is possible that the item you want may not be in stock at the moment your order is completed. In this case, we will dispatch your item automatically and at no extra cost as soon as it becomes available.

Why have I only received part of my order?
Large orders (exceeding 2kg) are sent in multiple parcels. Although these are sent on the same day, it is not uncommon for them to be delivered several days apart.

Another instance in which items may not be received at once is 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.

If my order is despatched in two parts, will I be charged twice for delivery?
For each order you will only be charged once for delivery, regardless of how many packages are sent.

What if I am not present when my order arrives?
Parcels are sent Australia via DPD 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.

Exchanges & refunds

What happens if I do not like the items or they do not fit?
If you are unhappy with your purchase for any reason, you can send it back to us for a full refund.

Can I return my item if I purchased it an event?
Yes. Please return it with a covering letter with your details and the name of the event you bought it from.

I have received a WoolOvers garment as a gift. Can I return it?
Yes you can, within our normal three month exchange policy.

How do I return/exchange my item?
To return or exchange 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.

We are using a new service that will send your parcels back from Australia to our headquarters. All you need to do is send your parcel to the following address and we will do the rest.

DAI Post
WoolOvers Returns c/o ReBOUND
17 Capital Court (PO Box 535)
Braeside VIC 3195
Australia

Alternatively you can send your parcel straight to our Head Office:

WoolOvers Ltd,
WoolOvers House,
Victoria Gardens,
Burgess Hill,
West Sussex,
RH15 9NB,
UK

How long do I have to return my item?
You have up to three months to return your item, provided it is in its original condition.

How much does it cost to return goods for an exchange or refund?
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.

I want to exchange my item for one with a different price. Can I do this?
You can exchange your garment for any other, whether or not the prices are the same.

If the item being returned to us is the cheaper of the two, you will of course need to pay the difference. You can do this in one of two ways: by card, or by making a payment yourself via PayPal.

If you wish to pay by card, fill out your card details at the bottom of the returns form or check “Previously used card” if you bought your garment using the card you wish to use.

To pay using PayPal, make a payment to the address info@woolovers.com and record the transaction number on your returns form so we can easily find a record of your payment.

If the item you wish to receive in replacement is the cheaper item, we will refund the difference to your card or via PayPal, depending on the method used to purchase the unwanted garment. This repayment will be confirmed via email.

How long will it take to process my exchange?
We make every effort to ensure that returns are processed as quickly as possible. Once we have received your unwanted items, it will generally take 48- 72 hours for your new ones to be despatched. However in high season (during the winter and particularly after Christmas), exchanges may take up to three weeks.

How can I get a refund on my item?
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.

If I request a refund, how soon will I be reimbursed?
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

Can I pay with PayPal?
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 yellow “Buy Now” button on the Payment & Summary section of the checkout. (You do not need to enter your card details above).

When will I be charged for my goods?
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.

If you pay by card and none of the articles ordered are available when you complete the order, payment for each of the items will be taken at the moment they are sent.

Offers & 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.