Ordering, Shipping and Refund FAQ's
All the products are made by hand and therefore unique and individual. Our yarn is hand spun and hand dyed in small batches. As such product images are for illustrative purposes only.
All effort will be made for multiply orders of yarn to come from the same batch but it cannot be guaranteed. Drop us a line at firstname.lastname@example.org if you need more information before ordering.
All orders to Wulla are 'Made To Order'. This requires a little bit of patience as orders may take 5-7 days to make plus shipping time. During busy periods that may increase but if it is likely to be longer we we will contact you direct to give you an estimate for delivery. This is an estimate and delivery by that date cannot be guaranteed. If you have a deadline for your order, please get in contact before ordering and we will see what we can do.
UK shipping is with Royal Mail 2nd class, delivery up to 3 working days.
Domestic and international shipping of small parcels up to 2kg will be sent with Parcel Force and will be tracked.
International delivery estimate can vary country to country. European delivery traditionally takes 5-7days. Currently shipping to the US is taking considerably longer. Please bear this in mind when ordering.
**EU CUSTOMERS-PLEASE READ**
All good sent from Wulla are sent DDU. Delivered Duties Unpaid.
Due to to Britain's withdraw from the EU, goods purchased from Wulla are outside the EU and therefore as a buyer, you may be subject to VAT in the destination country. They may also incur a handling and/or customs fee.
At this time BUYERS are responsible for all additional charges on their order. The price paid at the checkout excludes any further taxes or handling fees imposed on them by the destination country. Please look up your import duties from where you are receiving your goods before placing your order to make sure you are happy to continue your purchase.
The seller, Wulla, is not responsible for these additional charges and VAT.
If you wish to discuss an order prior to ordering, email email@example.com. An order may be placed via our Etsy store which will allow you see the full charges at the checkout prior to delivery. Please email us to discuss this if you are an EU customer.
All orders over 2kg will not be provided with a shipping quote at checkout.
For bulk orders or wholesale orders over 2kg, please contact us directly at firstname.lastname@example.org for a personalised product price and shipping quote.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items:
Downloadable software products
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.