Frequently Asked Questions

How long does it take to get an order delivered?

We send your order to manufacturing as soon as we receive it. Your purchase is delivered fresh to you straight from our knitters instead from the stock. This way you get the freshest products possible delivered to you instead of your purchase being stored for months before shipping. This usually takes 7-15 days from the date of order placement to delivery to your address.

We will update you on the progress on your order at all times through emails.

How can I pay for my order?

You can pay for your order using any Visa, Mastercard, or American Express.

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 10-14 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 days for it to reach us. We will confirm that we have received your returned package once we receive it.

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 a proof of postage receipt so that if your parcel goes missing on the way back to us, you’ll have proof you sent it.

How do I return something to you?

If you’re looking to return a faulty or incorrect item, please get in touch with us [email protected] 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 28 days of receiving your original order, excluding sale items. The items returned should come with all the original packaging and be free of any sign of wear and tear and be in re-saleable condition when we receive it.

We can’t offer an exchange on returned items but you can send something back for a full refund and then place a new order for item you’d prefer.

As an International customer, you can return your parcel using any postal service. Please note – you’ll need to cover the postage and any relevant duty costs yourself.

Woolmandu reserves the right to determine the status of re-saleable condition.

Will my parcel be charged customs and import charges?

In most cases, any customs or import duties are charged once the parcel reaches its destination country.

You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers).

Can I track the delivery of my order?

Yes, you can track your order by logging in to your account on our website and clicking on the order number to view the tracking number and tracking services.

Which countries do you deliver to?

We currently deliver our products all over the world!

What should I do if my order hasn’t been delivered yet?

As soon as you place an order you will receive an email confirming your order. After your order has been completed you will receive another email that includes your tracking number for your order that you can use to track your order.

You’ll be able to follow your order to check on the latest status. To check this, all you need to do is log into ‘My Account’ at, go to ‘My Account’ and then select ‘Orders’ from the menu and then click on the ‘View’ button. Once that’s done you can track your orders by clicking on the order tracking button. Please write to us at [email protected] if you have any questions or confusion.

Order number and, we will get back to you with the status of your parcel at the earliest.

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] 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.

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 any of your items will be arriving 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] with the order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can. 

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] 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.

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] 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.

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