WoolBox Customer Service & FAQ's
Should you have any questions or queries, all commonly asked questions are detailed below, together with how you can contact the WoolBox Customer Service Team:
To contact us about an order placed online, please send an email to [email protected] & include your order reference number and your enquiry. We are currently unable to accept telephone calls in relation to orders placed online, but are working to re-instate our telephone ordering and customer service line over the coming months.
Our Customer Services team are available from 9:30am to 4:30pm, Monday to Friday, excluding Bank Holidays. Online orders are processed Monday to Saturday, excluding Bank Holidays.
All WoolBox Orders are fulfilled using Royal Mail & DHL Tracked Services. Further information and tracking details can be located on our Delivery Information Page.
You will receive a confirmation email that your order has been received immediately after you place your order. If you do not receive this, please check that your payment was authorised. If the payment was not authorised then we will not have received your order. If payment was successfully made check that the order confirmation or any shipment email is not in your spam. The emails are sent from [email protected].
Please also note the delivery terms on our Delivery Information Page.
If you still have a query, please feel free to contact us via email on [email protected] and a member of the team will be happy to investigate further.
Currently we only deliver to the United Kingdom, Europe, United States, Canada, Australia & New Zealand. We are always looking to expand to other countries in the future, so please check back.
When you place an order you will receive a confirmation email that we have received your order. E-mails will be sent from [email protected]. All further emails will be sent from [email protected] or [email protected].
It is also possible that you may have typed your email address incorrectly, so that replies cannot be delivered to you. If you think that this may be the case, please contact us stating your Order Number and/or date, and Customer Name of order, and we can check.
We currently accept Credit & Debit Cards, PayPal & Apple Pay Online.
At present, we are unable to offer a telephone ordering service, but will be looking to re-introduce this service at some point in the future.
Refunds & Returns
Should you be dissatisfied with your purchase for any reason, you may return it within 14 days of receipt, for a refund or exchange. To initiate this refund, please send your request through to [email protected].
Any payment already made will be refunded on receipt of the goods (less any return Shipping Costs, if applicable. This will be no more than that already charged for shipping the order). Any refund will be processed within 14 days from when the order is received back to us, but will usually be much quicker. Your rights to return goods are protected under the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which can be found at http://www.legislation.gov.uk/uksi/2013/3134/contents/made.
The following items cannot be returned, exchanged or refunded:
- Samples as these are free with a small cost to cover processing and shipping.
- Made to order and measured items, such as cut length fabrics and haberdashery (unless faulty).
- Gift Vouchers/Gift Codes.
- Sewing and Knitting Patterns.
- Any goods which have been cut or processed by the purchaser.
Gift Cards & Vouchers
When purchased, you will be required to choose the value of the Gift Card Code, the name of the recipient and their e-mail address. The recipient will receive an e-mail containing the Gift Card code that can then be used on www.woolbox.co.uk or www.woolboxusa.com only. To use the Online Gift Card Code, the recipient must enter the Online Gift Card Code in the field available on the Shopping Basket page. If the value of the order is higher than the balance remaining on the Online Gift Card, the balance of the order will have to be paid by PayPal or Card during the Checkout process. If the value of the order is less than the balance on the Online Gift Card, then the reduced balance will remain on the Online Gift Card Code for future use. If for any reason a refund is made on an order, the value of the proportion of the order paid by Online Gift Card Code will be added back to the Online Gift Card Code balance. It is possible to check the Status and balance of Gift Card Codes at any time within "My Account" if you have Registered, and on the Shopping Basket page.