1. Which countries do you deliver to?
We ship worldwide! We deliver to over 150+ countries including the United States, United Kingdom, Canada, Australia, European Union, and across Asia.
Note: Express couriers require a physical street address for delivery and cannot ship to P.O. Boxes.
2. How much does international shipping cost?
- Free Worldwide Express Shipping: Automatically applied at checkout once your order total reaches your free shipping threshold (displayed in the notification bar at the top of your screen).
3. How long will international delivery take?
Delivery timelines depend on item availability:
- In-Stock Products: Dispatched within 24–48 hours and delivered within 3 to 7 working days via international express couriers.
- Made-to-Order / Backorders: To ensure sustainable production and maximum freshness, backordered items are hand-knitted directly for you by our Nepalese artisans. These take up to 15 working days total (hand-crafting + express shipping).
You will receive automated tracking emails as soon as your items are on their way.
4. Will I have to pay customs, duties, or import taxes?
No, you won’t have to pay anything extra!
We handle all customs clearance, duties, and import taxes upfront directly with our express logistics partners. Your order will arrive straight to your doorstep hassle-free with no surprise fees upon delivery.
5. How do I track my international order?
Once your package dispatches, we will email you a direct courier tracking link.
You can also track your shipment anytime through your account:
- Log in at Woolmandu.com.
- Go to My Account > Orders.
- Click View on your order to see real-time courier updates.
6. What should I do if my shipment is delayed?
If your tracking link hasn’t updated or your package hasn’t arrived within the estimated window:
- Check your live updates under My Account > Orders.
- Contact us at [email protected] or send us a message on Instagram/Facebook (@woolmandu) with your Order ID. Our customer support team will immediately open a trace with the express courier.
7. Can I update my international delivery address?
If you need to adjust your shipping address, please contact [email protected] within 12 hours of placing your order. Once a parcel has been handed over to our international courier partner, rerouting cannot be guaranteed.
How do I return something to you?
If you’re looking to return a faulty or incorrect item, please get in touch with us at [email protected] or find us on social media (Facebook, Instagram) @woolmandu so we can get this sorted for you.
We want to give you a hassle-free way to return anything, so you can return any item to us within 7 days of receiving your original order, excluding items that are on sale. The items returned should be free of any sign of wear and tear and be in a re-saleable condition when we receive them.
You can return your parcel using any postal service. Please note – the return charges shall be covered by the customers, i.e. you’ll need to cover the postage and any relevant duty costs yourself.
Woolmandu reserves the right to determine the status of the re-saleable conditions.
How long does it take the refund to be deposited into my account?
Once we receive your returned package, we refund it immediately. However, it may take up to 10 working days for the payment to show up in your account.
However, please be advised that shipping and handling charges are not refundable.
How long does it take the returns to reach Woolmandu?
Once you have returned your purchase, it may take up to 10 to 15 days for it to reach us. We will confirm that we have received your returned package once we receive it.
*For international purchases (outside Nepal), a re-stocking fee of 10% shall be incurred by the customer.
*For Nepal, the customer shall be charged a fee of Rs.200 inside the valley and Rs.250 outside the valley for returns due to size issues, this doesn’t include returns for defective products. Hence, you are advised to go through the size chart while placing your orders.
Can I return an item for an exchange instead of a refund?
We’re not able to offer an exchange on returned items and all returned items will be refunded once they’ve been received by our warehouse. If you need a different item, then you’ll need to place a new order.
When you return your order, just pop your returns note in the parcel with the following details marked on it:
- Your order number
- Which items you’re returning for a refund
You can return your parcel using any postal service. We ask that you obtain proof of postage receipt so that if your parcel goes missing on the way back to us, you’ll have proof you sent it.
Can I cancel my order after I’ve placed it?
If you need to cancel the order that you have already placed, please get in touch with our Customer Care team at [email protected] or on social media (Facebook, Instagram) @woolmandu with the Subject line: “Return Request” as soon as possible. We can only cancel your order if your order hasn’t already been dispatched from our facility.
I have an incorrect item in my order, what do I do?
We want to sort out any issues with incorrect items straight away. Please contact our Customer Care team at [email protected] or on social media (Facebook, Instagram) @woolmandu with your order number and the incorrect item’s name and product number. We’ll get back to you as soon as we can and send you a replacement item as quickly as we can.
What do I do if I receive a faulty item in my order?
We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please contact our Customer Care team at [email protected] or on social media (Facebook, Instagram) @woolmandu with:
The order number
The faulty item’s name and number
A description of the fault
We’ll get back to you as soon as we can and send you a replacement item as quickly as we can.
How can I pay for my order?
You can securely pay for your Woolmandu order using major credit cards, PayPal, Klarna, Apple Pay, or Google Pay. For our customers inside Nepal, we support instant digital payments via Fonepay, eSewa, and Khalti.
I’m missing an item from my order, what do I do?
We may have sent your items in separate parcels, so please check your emails to see if your items will arrive separately.
If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything.
If an item is missing, please contact our Customer Care team at [email protected] or on social media(Facebook, Instagram) @woolmandu with the order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can.