Questions about your order or products featured online?
Email faustine@wooln-ny.com with subject "customer service"

 
 
 

PRODUCTS

How do I wash my hat / snood?
Wool (including Alpaca and Merino wool) does not soil as easily as other fabrics so it doesn’t require washing as frequently as cotton for example. But, you may wash your hat/snood, with precautions:

  • Wash it with cold water and mild detergent (or shampoo – yes wool is actually the hair of an animal!). Never use hot water, it could shrink

  • Gently squeeze to rinse away the wash water

  • Let it soak for about 5 minutes

  • Lay it flat to dry on a towel

The color of my hat looks slightly different from your website, why?
Some color variations may occur since wool is a natural fiber and can react differently to dying. We do try to make our production very consistent so you should not experience any major difference. 

How do I know the hat is going to fit my head?
Our hat sizes are generally standard. Alpaca and Alpaca blends are very flexible fibers that will nicely shape to your head.

Do products of the same design look alike?
Yes, they do and we work hard to provide you with the most consistent collection. But because they are hand knitted, each hat/snood is unique. 


DELIVERY SERVICES

How does delivery work?
Your order will be delivered to the address you provide. We can ship everywhere in the world and we have 3 shipping options:

USPS FIRST CLASS MAIL (2-4 DAYS) NATIONAL – FREE

USPS PRIORITY MAIL (2 DAYS) TRACKING NUMBER AVAILABLE NATIONAL - $6.00

USPS INTERNATIONAL SHIPPING (10 DAYS) - $14.00

WOOLN offers products for sale that are in stock and available. It can happen that our stock list is out of date because of different reasons (we update our inventory once a week). We will ask you by e-mail to decide whether you will wait for the product to be hand-knitted - allow 1 week depending on the knitter’s pace, change, or cancel your order.


PAYMENT

How can I pay?
Acceptable forms of payment include Visa, Mastercard, American Express, Discover, or PayPal. You do not need a PayPal account to make purchases.


RETURN POLICY
You may return an item and get a full refund, or exchange the item, within 14 days from delivery.

Please note that the item must be in the same condition, when returning it as it was when you received it and it must be returned in the original packaging.

You are liable for the payment of the exchange or return of goods.

If you are returning an item because it is damaged due to a mistake made by wooln, we will refund the cost for the item as well as the cost for returning it.

How do I return my order?
1. Email us at faustine@wooln-ny.com with your order number & reason for returning.
2. If the reason for returning is approved we’ll email you back with the address to return you item and we will credit you in the same way you paid the order.

How do I exchange my order?
1. Email us at faustine@wooln-ny.com with your order number, reason for exchanging and what you would like to exchange your item with.
2. If the reason for returning is approved we’ll email you back with the address to return you item and we will send you the new item.


SECURITY

Is WOOLN website secure?
WOOLN is using STRIPE. STRIPE exceeds the most stringent industry standards for security : https://stripe.com/help/security


More questions? CONTACT US!
Faustine@wooln-ny.com or margaux@wooln-ny.com