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We're happy if you're happy contact us if you need our help

We're pretty sure we've covered most of the questions you may have below. But in case we haven't then please contact us and one of the gang will get back to you as soon as possible.

Christmas Opening Hours and Delivery Times.

Office Opening times:

Dec 24thclosed
Dec 25thclosed
Dec 26thclosed (Bank Holiday)
Dec 27th9.30am - 6pm
Dec 28th9.30am - 6pm
Dec 29th9.30am - 6pm
Dec 30th9.30am - 6pm
Dec 31stclosed
Jan 1stclosed
Jan 2ndclosed (Bank Holiday)
Jan 3rd9.30am - 6pm
Jan 4th9.30am - 6pm


Delivery Times:

All orders made on 24th - 27th December will be dispatched from the 28th December 2016. Orders made on 30th December - 2nd January will be dispatched from the 3rd January 2017

Need to contact us?

Our main point of contact is Cade and George (you'll like them, we do!) You can reach them by emailing info@woolandthegang.com or if you prefer to talk in person then call +44 (0) 207 241 6420 from 9.30am - 5.30pm BST (Monday to Friday).

Our office address is: WOOL AND THE GANG, 89a Shacklewell Lane, London, UK, E8 2EB

And of course you can find us everywhere on Facebook, Twitter, Pinterest and Instagram.

Delivery, turnaround and cost

Country Time Cost
United States 6-8 business days $5.00
United States 2-3 business days $12.00
Canada 6-8 business days $5.00
Canada 2-3 business days $12.00

The Gang endeavours to ship orders out within 24-48 hours (business days) from when the order is placed. During sale periods orders will be sent within 72 hours (not including public holidays). All orders are sent via a tracked service and a signature is required upon delivery. Patterns purchased individually will not incur a shipping fee. The Gang ships to all countries, excluding Russia, and we accept orders shipped to PO boxes and APO/FPO or US territories.

International shipping restrictions

We're sorry, currently we're unable to ship to Russia.

How long will it take for my pattern to arrive?

Country Number of working days
UK Up to 5 business days
Rest of World Up to 12 business days

All patterns bought seperately are sent via Royal Mail or Air Mail. This is not a signed for or tracked service.

How can I track my order?

When your order is dispatched we'll send you an email with your tracking details so you can follow its journey. If for any reason you don't receive this, please email us at info@woolandthegang.com and we'll update you on your order's progress.

Can I cancel my order?

If its a recent order it may be possible, so call us on +44 (0) 207 241 6420 from 9.30am - 5.30pm BST (Monday to Friday) or email us at info@woolandthegang.com and we'll do our best to help

Can I add to my order?

No problem, email us at info@woolandthegang.com straight away and as long as the warehouse has not processed your order we can certainly add more items.

Can I change the colour of an item in my order?

If its a recent order it may be possible, so call us on +44 (0) 207 241 6420 from 9.30am - 5.30pm BST (Monday - Friday) or email us at info@woolandthegang.com

Do I need to pay customs charges?

For US customers all applicable customs and import duties and fees, taxes and any other charges are pre-paid by Wool and the Gang.

For all Non-EU countries most orders shouldn't be charged customs as most are below the minimum threshold. This amount may vary from country to country and these fees are the responsibility of the customer. We ship your package DDU, "duties and taxes unpaid", and we do not collect the VAT, duties and/or taxes and cannot predict what your particular charges may be. If your order does require these additional charges, they must be paid by you in order for your package to clear customs.

Do I need to pay VAT charges?

All GBP and Euro prices are shown inclusive of VAT at the applicable UK rate of 20%. Exact VAT charged is calculated based on the final value of your order in the checkout process, at the rate applicable to your country. You will be responsible for any other taxes applicable in the territory to which the goods are sent.

**Note - If you are located in a non-EU country please pay in US dollars to avoid paying extra VAT. This means that the price you see includes 0% VAT. Therefore, we cannot provide VAT refunds on non-EU orders.

Can I return an item?

Of course you can. If you wish to return or exchange your knits then please send them back to us within 15 days. If an item has been bought in the sale, or during certain site promotions then please return within 7 days. Please be aware that we cannot pay for shipping back to the UK, please also obtain a certificate of posting as sometimes post gets lost.

Something is missing from my order

If you find a discrepancy please email info@woolandthegang.com and we'll resolve this issue immediately.

Buying and redeeming an E-Gift Card

Gift cards can be bought in either £, $ or €. When you buy an E-Gift Card, an email will be sent to you on confirmation of your order, with a code included. If you purchase multiple E-Gift Cards you will be sent multiple E-Gift Card emails.

E-Gift Cards must be redeemed in their entirety when buying items, which are Ready Made, Knit Kits or supplies.

If you do not redeem the full cash value of the Gift Voucher, then the remaining amount will be forfeited. An E-Gift Card cannot be exchanged for cash and is valid for one year from the date of purchase.

To purchase items using an E-Gift Card simply enter the code in the promo box in the cart. this will automatically deduct the amount of your E-Gift Card.

It's possible to take advantage of another promo at the same time as you redeem your E-Gift Voucher. Add the promo code to deduct the promotion amount, then add your E-Gift Card number to redeem the cash value.

Gift Vouchers are redeemable against any items on the woolandthegang.com. It's not possible to redeem a Gift Voucher against shipping.

E-Gift Card returns

As a customer your right to return an item bought using an E-Gift Card is exactly the same regardless of whether you've bought the items with a Gift Voucher, a payment card, or a combination of the two.

If you've paid for the whole order with a Gift Voucher, then a replacement Gift Voucher for the amount will be issued to you.

If you paid with a combination of payment card and Gift Voucher, we'll refund anything that you paid for on your debit/credit card first, and then the remaining amount will be issued as a new gift promo.

E-Gift Cards can only be redeemed in their entirety. If you don't redeem the full cash value of the Gift Voucher, then the remaining amount will be forfeited. An E-Gift Card cannot be exchanged for cash.

I need help with my knitting!

The easiest way to get some tips is to check out our video tutorials here. They're pretty easy to follow and should set you off on the right path. If you're still having problems then get in touch and one of our Gangsta makers will do what they can to help. Email info@woolandthegang.com.

I need more measurements

No problem - George has a tape measure. Email him at info@woolandthegang.com and he'll send you some more measurements.

Where does your yarn come from?

Our Crazy Sexy Wool is grown by Peru's finest Andean sheep. Our Shiny Happy Cotton is 100% Pima Cotton, which has been grown in Peru and picked without the use of herbicides. Our Sugar Baby Alpaca is taken from the neck and nape of the animal and is often from the first shearing of an alpaca, giving you the softest, most beautiful fibre the animal is likely to produce. Our Wool Bully yarn is sustainably produced and comes from Peruvian alpacas and sheep. Made from recycled factory off-cuts from fashion factories in Turkey, our Jersey be Good and Mixtape Yarn is a great choice for the enviromentally concious knitter.

Promotions

Currently it is only possible to take advantage of one promotion at a time, but don't worry, our system will automatically apply the promo code that gives you the best deal so you don't miss out.

THE ALPACAS ARE ATTACKING

IT'S YARN BOMB TIME!