Got a question? Hopefully, we've already answered it here, but if not, please feel free to contact us by email at hello@woolsdirect.co.uk or by phone on 02392 96 56 67.
My Account
I can't log into my account
Please contact us with the email address you registered with, and we will either reset your password or look into why you can't log in.
How do I create an account?
You can sign into your account by clicking LOG IN/JOIN icon in the top right corner. Click Create an Account button and fill in the required information.
How do I sign into my account?
You can sign into your account by clicking on the LOG ON/JOIN icon in the top right corner of the screen.
Ive forgotten my password, how do I reset it?
If you have forgotten your password, there is a link at the bottom of the Log-in page.
Can I merge two accounts?
Unfortunately, we are not able to merge two accounts, but we can delete one for you. Please contact us if you would like to do this.
Delivery
I selected Royal Mail Tracked 48 as my delivery method, when will my order arrive?
Most parcels arrive within 2-4 days; however, the Royal Mail option is a tracked service, but we can't guarantee a delivery date. Please allow up to 10 working days for your order to arrive.
I selected Royal Mail 24 as my delivery method, when will my order arrive?
Most parcels arrive within 1-2 days; however, the Royal Mail option is a tracked service, but we can't guarantee a delivery date. Please allow up to 10 working days for your order to arrive.
My original parcel didn't arrive and you sent out a replacement order, now the original has arrived as well, what do I do with the second parcel?
If you receive both your replacement parcel and your original parcel, or you were refunded for a missing parcel and then receive it, please contact us and we can provide you with a pre-paid label to return the item(s) to us. If you would like to keep the second order, we can send you a PayPal link for payment or you can make payment by bank transfer.
Do you ship internationally and how long will my order take to be delivered?
Yes, we ship to many countries. Please visit our Delivery Information page for more information.
What if my order still hasn't arrived?
Please contact us and we will do our best to resolve any issues.
For UK Customers:
Royal Mail don't consider a package missing until 10 working days after it is dispatched. It may be that your local sorting office has your parcel; normally they leave a red card to tell you, but this may not be the case every time. If you aren't able to locate your parcel, please contact us.
For International Customers:
Royal Mail International is not a tracked service to many countries, however, most orders will be delivered within 7-14 working days and we have to allow 6 weeks for delivery until we can class the parcel as missing and offer a refund.
My Orders
Please can I add an item to my order that was placed a couple of hours ago?
Unfortunately, we can not add to any order. Once an order has been received, printed and taken to our packing team, it is very difficult to find that order, amend it and re-print it.
Can I change my address on an order once it has been placed?
Please contact us as soon as possible by email or telephone and we will do our best to amend your order. Please note that our office is open Monday to Friday 10am - 5pm. Emails will not be checked outside of these days and times.
How do I cancel an order?
Please contact us as soon as you wish to cancel the order. If it has not been taken to our packing team, we can cancel and refund your order for you.
Please note, if you have selected Royal Mail Tracked 24, it is highly unlikely we will be able to cancel your order.
