We're pretty sure we've covered most of the questions you may have below. But in case we haven't then please complete our contact form and email it us and one of the gang will get back to you as soon as possible.
Can I cancel my order?
We start processing your order right after you receive your Order confirmation email. If you've ordered something by mistake and you want to change it or you want to cancel your order you will need to email us straight away, with Cancel/Change Order in the subject line. However, once an order has been packed unfortunately we are unable to cancel or change your order.
What is your return policy?
Faulty goods may be returned. Goods are classified as faulty if they are received damaged. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. Where possible, we will offer to replace faulty items.
What countries does your online store deliver to?
Wool And The Gang ships to 170 countries worldwide, as listed below:
Please note that we are unable to deliver to Post Office boxes. You may only ship to one delivery address per order. Please double-check your address carefully when placing a new order.
What payment options do you accept?
We accept Visa, Visa Delta, Visa Electron, MasterCard, American Express, Maestro, Switch/Solo. Payment is debited from your card at the time of order.
Are my card details secure on your website?
Wool And The Gang's website uses Secure Socket Layer (SSL) encryption technology to process your payment information that enter to make an order.
You will notice that the URL begins with "https://" as opposed to "http://".
What are your shipping prices?
The shipping price is calculated on the size of your order and the country it is being shipped to. Please note that your order will only be shipped once payment and delivery details have been approved.
Unfortunately we're unable to redirect orders once it has been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times. See 'Will I have to sign for my delivery when it arrives?'.
Will I have to sign for my delivery when it arrives?
All orders will be delivered by our carrier partner MAM Logistics, from 9am-5pm, Monday to Friday and will require a signature upon receipt. As we are unable to redirect orders once your items have been dispatched, please ensure you provide a suitable shipping address for the specified delivery times.
How can I track my delivery?
Once you have placed your order, you will receive an order confirmation e-mail from Wool And The Gang.
Orders will be shipped the next working day. For example, if you order on Wednesday it will be shipped on Thursday and if you order on a Friday it will be shipped the following Monday. Once your order has been shipped, you will receive an "Intraship Prealert Advisory" e-mail from MAM Logistics, with a summary of your order and a link to track your delivery online.
There is an item missing from my order or I have received the wrong item.
If you have received your order and an item is missing, you will need to carefully go through the contents of your parcel to ensure the missing item has not slipped at the bottom of the packaging. Please also inspect the outer layer of the packaging for any signs of tampering.
If you have not been able to locate the missing item or you have received a wrong item then please email us at info@woolandthegang.com with Missing/Wrong Item in the subject line, give us a description and specify the date and order number. We will rectify the situation as quickly as possible.
Ooops...I missed my delivery.
Delivery of your order will be attempted once. If no one is home or there is no one available to sign for the delivery, the courier company will leave a card with instructions and a contact phone number. You will need to re-schedule the delivery or arrange to collect your order from the depot stated on your card.
I really want my friend to knit too. Do you sell Wool And The Gang gift certificates?
You have a favourite product? Your friend will probably be delighted to receive the same one! Gift certificates haven't been set up yet; we are taking this option into consideration for the future.
How do I redeem a promo code online?
You can enter your voucher code in the allocated box at the end of your shopping bag and click "OK". Then click on "proceed to payment" to confirm your order. Please note that a voucher code is valid for one year and can only be used once.
The Wool And the Gang website offers all of our products and we're open for business 24/7 no matter where you are located.
We have opened our first Studio/Shop
98 Thompson Street
New York, NY 10012
+1 (212) 966 9266
nycshop@woolandthegang.com
We also have our kits and knitwear available in stores around the world. Contact us for up to date information.
I would love to work for Wool And The Gang!
Great! Please email your CV to info@woolandthegang.com and we'll be in touch with you right away.
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