FAQ & Answers
SHIPPING & PROCESSING
What countries do you ship to?
Please click here to see a list of countries which we currently ship to. We hope to add more countries very soon, so please sign up to our newsletter here to be the first to get in touch with us.
How will my parcel be delivered, and how long does delivery take?
We offer free Domestic Express Mail Shipping (EMS) in Thailand (1-2 days) for orders over 1,000 THB. For International Shipping, you can check information and view the full options for your country here.
How do I track the status of my order?
While your order is being packed and processed, you’ll see ‘In Progress’ in your Order History. Once your order has been shipped, we will update status and you’ll see ‘Sending’ in your order.
What payment options do you offer?
You can choose to pay using Thai Bank Transfer payment methods, or with Credit Card.
Where do I add my discount code?
On the Shopping Cart page, you’ll see ‘Promotion code’ under Order Summary. You can enter the code here before proceeding to Checkout. If the code isn’t working, please check it has been spelled corrected correctly and no extra spaces or characters have been added.
How do I check Sale/Promotion deals?
We offer discounts during sale periods and one-off promotions. You can check out for our promotions on News & Promotions. Please sign up to our newsletter to be the first to know.
SHIPPING & PROCESSING
How do I make a size exchange?
We accept size exchange for domestic orders with shipping address in Thailand only, with one-time size exchange per order. If the size isn’t quite right, you can change to the right size in the same product/color you ordered within the specified duration. If the product you ordered is run out of stock, we will contact you back via Line or Email for further notice.
Can I send back faulty/defects?
Yes, we accept faulty and defects for returns worldwide. If you receive wrong product or defects, you can return back to change for a new one within the specified duration. We apologize for not accepting any order with changing mind.
To view detailed instructions and download return form, please click here.
How long does my return take?
Returns take a maximum of 7-10 days to reach our warehouse and be processed for 5-7 days. Once this has been done, you’ll receive a return confirmation to your contact information you put on the return form. If you haven’t received confirmation after 7 days, please contact customer service.
How do I get a return form?
You can view detailed instructions and download return form here.
How do I know which size to order?
You can find our full size guide online here which includes a size conversion chart, measurements per size. If you are unsure, remember we always offer free returns for size exchange.
How should I care for my garment?
How you should care for your products depends on the material they are made from. We have detailed guides for different wools and knits, fur and leather here.
Do WOOL offer maternity sizes?
While we don’t have a specific maternity range, some of our garments are designed with more relaxed and comfortable fits. You can find more information on the fit of the product in the description and in our online size guide.
WORK WITH WOOL
How do I apply for a job with WOOL and WACAY?
We are always happy to hear when someone wants to work for us! You can find and apply for all current vacancies on our careers.
How do I establish a collaboration with WOOL and WACAY as media/influencer?
It’s always great to hear from people who are inspired by the pieces we create. If you would like more information about who we are and what we value please email us : [email protected]
