Everything you need to know about ordering, delivery, returns and sizing. Can't find your answer? Visit our Contact page; we reply within 24 hours on business days.
Shipping & delivery
Do you deliver to my area?
We deliver to every address in the United Kingdom: England, Scotland, Wales and Northern Ireland. We do not deliver outside the UK yet.
How much is delivery?
Delivery is free on every order, with no minimum spend, and every parcel is tracked.
How long does delivery take?
We process orders within 1–3 business days and deliver within 7–10 business days after dispatch, so your order arrives in 8–13 business days. Business days are Monday to Friday, excluding UK public holidays.
Where does my order ship from?
Our products are made by selected manufacturers and dispatched from our fulfilment partner's warehouse in China. The delivery time already includes international transit.
Will I have to pay customs duties or VAT on delivery?
No. The price at checkout is the final price; all applicable taxes and duties are included.
How do I track my order?
You receive a tracking number by email as soon as your parcel is dispatched. Use it on our Track your order page. Tracking usually updates within 24–48 hours of dispatch.
My order has not arrived. What should I do?
If your tracking has not updated for 10 business days or your order has not arrived within 8–13 business days, contact us. We investigate with the courier and, if the parcel is lost, send a replacement or refund you in full.
Can I change my delivery address?
Yes, as long as the order has not been dispatched yet. Contact us as soon as possible with your order number.
Returns & refunds
What is your returns policy?
You can return any item within 30 days of delivery, for any reason, as long as it is unworn and in its original packaging with tags. See our Returns & refund policy.
How do I return an item?
Contact us with your order number and the items you want to return. We confirm within 1 business day and send you the return address and a returns form. Send the parcel with a tracked service and keep the receipt.
Who pays for the return postage?
For a change of mind or a size that did not fit, the return postage is paid by you. If the item is faulty or not what you ordered, we cover the return postage and refund you in full.
When will I get my refund?
We refund the product price to your original payment method within 14 days of receiving the return. Your bank usually shows it within 3–5 business days.
Can I exchange for a different size?
The quickest way is to return the item for a refund and place a new order, so the new item ships immediately. If you prefer an exchange, contact us and we arrange it.
My item arrived damaged or wrong.
Contact us within 14 days of delivery with a few photos. We send a replacement or refund you in full, including postage.
Can I cancel my order?
Yes, free of charge at any time before dispatch. After dispatch, please use the returns process.
Orders & payment
Which payment methods do you accept?
Visa, Mastercard, American Express and Maestro, plus Apple Pay, Google Pay and Shop Pay where available. All payments are processed securely by Shopify Payments.
Are prices shown in pounds?
Yes. All prices are in GBP and include all applicable taxes and duties. Delivery is free.
Is it safe to pay on your website?
Yes. Payments go through Shopify Payments over an encrypted connection with 3-D Secure. We never see or store your full card details.
I did not receive an order confirmation.
Check your spam folder first. If it is not there within an hour, contact us with the name and email used for the order and we will resend it.
Can I use more than one discount code?
Discount codes cannot be combined unless we say otherwise. A code cannot be added to an order after it has been placed.
Products & sizing
How do I choose the right size?
Open the Size guide on the product page. For clothing it lists the body measurements (bust or chest, waist, hips) each size is designed for, in cm, plus a UK size for reference: measure yourself over light clothing and pick the matching size. For boots it lists the foot length in cm for each UK and EU size: measure your foot standing, in the evening, from the heel to the longest toe. If you are between two sizes, choose the larger one. The fit note tells you whether a style runs oversized or true to size.
Do you have a size guide in inches?
The size guide shows centimetres and, for men's styles, UK chest sizes in inches; divide centimetres by 2.54 for inches. If you are unsure, contact us with your measurements and we will recommend a size.
What are your products made of?
Each product page describes the materials of that piece, for example a wool-blend outer on our tailored overcoat or a faux-leather (PU) upper on most of our boots. If you need the exact fibre composition of a knit before you order, contact us and we will confirm it.
How do I care for my knitwear?
Most pieces can be machine washed on a cold, gentle cycle inside out, then laid flat to dry. Do not tumble dry. Care instructions are on the product page and on the garment label.
Will the colour look exactly like the photos?
We show every product as accurately as we can, but colours can look slightly different on different screens. If a product is not as described, you can return it and we cover the postage.
Are items in stock?
Everything shown on the website is in stock and ready to ship. If an item sells out while you order, we tell you straight away and refund you in full.
Customer care
How can I contact you?
Email us at support@villagewools.com or use our Contact page. Customer service is available Monday to Friday, 9:00–17:00 (UK time), and we aim to reply within 24 hours on business days.
Who runs this store?
Village Wools is owned and operated by ADVERTEX ADVERTISING RESEARCHES AND CONSULTANCIES LLC, a company registered in Dubai, United Arab Emirates (Licence No. 1054701), which operates the brand in the United Kingdom.
How is my personal data used?
Only to process your order and provide customer service, as described in our Privacy policy. We never sell your data.