FAQ & Help

SHIPPING

How does Wool&Prince Europe ship and when can I expect my order?

From our fulfillment center in the Netherlands, we ship via:
-DHP / D4U to Benelux
-DHP / EUROPACK to Germany
-B2C / PARCELPREMIUM to all other European countries.

You will receive a tracking number and can expect your shipment in 2 to 4 business days.

What about duties and taxes?

Within the European Union and the United Kingdom, orders are shipped DDP (Delivery Duty Paid). All taxes and duties are included in the final price.

We collect VAT on orders under the UK’s £135 import threshold. Customers will not incur any additional duties or taxes. Since our prices include VAT, you will be under the £135 threshold with a cart totaling up to £168.75. For orders over the £135 threshold, we recommend that you split the order up into multiple orders to get under the £135 threshold. If you’d prefer to group your order together, you may incur VAT and Duty charges by Royal Mail or the courier company. 

Outside the European Union and United Kingdom, all orders are shipped DDU (Delivery Duty Unpaid). Therefore, your order may be subject to local taxes and import duties, which are imposed by your local customs office or the shipping carrier. We are unable to calculate the exact amount in duties and taxes your order might incur. We do not cover any such taxes, duties or related charges.

Do you ship outside of Europe?

Yes, but only from our US site: woolandprince.com.

I thought you refunded VAT for European customers who don't live in an EU member country or the UK?

In the past, that was our policy. We changed policies on March 4th 2021. You'll end up paying a similar amount with our new policy because we eliminated our shipping fees to Norway, Switzerland, Ukraine, and Russia. The price you pay on our site will be the price on your commercial invoice.

Old Policy:
Since we incur a customs clearance fee when shipping Any VAT over the €35 customs clearance fee we prepay will be refunded if you live in the United Kingdom, Iceland, Norway, Switzerland, or Russia. However, your order may be subject to local taxes and import duties.

Here's an example of how the refund works: since we're including VAT in our prices, €140 includes €24,30 VAT and €115,70 retail price. The €24,30 would not be refunded since it doesn't cover the €35 customs clearance fee. However, if your purchase totals €280 (€48,60 Vat and €231,40 retail price), €13,60 (€48,60-€35) will be refunded. Your commercial invoice will state the retail price excluding VAT and customs fees, €115,70 and €231,40 respectively in the examples above. (Netherlands VAT is 21%, hence our equation in this example: €140-€140/1.21=€24,30.)

RETURNS & EXCHANGES

How do I return or exchange an item purchased from eu.woolandprince.com?

We will gladly process returns or exchanges for up to 30 days after the date of delivery for items in resellable condition. (We don’t accept returns of washed, altered, or worn items.)

To start the exchange or return process, notify us with an email at euhelp@woolandprince.com including your order number (#1234E) and the item you’re sending back. We will email a prepaid return label if you are shipping from the following countries:

Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Spain, Sweden, and United Kingdom (temporarily unavailable due to Brexit).

Please indicate if you would like store credit (to place an order for a different size, color, style) or a refund. 

If you don't see your country, you’ll need to pay for return shipping back to us. (We're working to add more countries to the list.) Mail your exchange or return to our warehouse at the address below. Please, write your order number on the parcel. Once your items arrive back at our warehouse, we will issue a store credit or a refund. Shipping your return or exchange back to our fulfillment center is at your expense.

Wool&Prince c/o TLogistics
Gerolsteinbaan 7-9
5121 DN Rijen
The Netherlands

How long does the returns and exchange process take?

8 to 12 business days. As soon as we receive the package in our warehouse, we’ll email you store credit or issue you a refund. With the store credit, you can place an exchange order or use it for a future Wool&Prince purchase.

Fit & Care

How do I clean my wool shirt?

Sit back and let the wool do the work. When necessary, we recommend hand washing or taking your shirt to the dry cleaners (specify that you want the shirt dry cleaned and NOT laundered). You can also wash your shirt on cold in the washing machine with regular laundry detergent. Don’t use bleach or fabric softeners. Don't use oxi-clean or tide-to-go pens. Lay flat or line dry. You may use an iron on low heat or a steamer to help smooth out any wrinkles that occur in washing.

How does your clothing fit?

You can see the specific body measurements for each style on the "Size Guide" link found on the product pages. 

Are your merino wool button-downs UPF (Ultraviolet Protection Factor) rated?

Yes, the dark grounded shirts are 30-UPF and the white grounded shirts are 25-UPF. A garment with a UPF of 30 only allows 1/30th of the UV radiation falling on the surface of the garment to pass through it. In other words, it blocks 29/30ths or about 97% of the UV radiation. Tested by the Australian Radiation Protection And Nuclear Safety Agency.

What is superwashed wool and do Wool&Prince products use superwashed wool?

Superwash wool is wool that is machine washable and, therefore, will not felt or shrink like untreated wool. Superwash wool is made by exposing the fiber to a chlorine gas that erodes the scales and then it is coated in a plastic resin called Hercosett 125. One yard of our t-shirt fabric has .45 grams of resin, about half the weight of a raisin. The scouring mill has a EU Ecolabel Certificate and is Standard 100 by Oeko Tex.

Guarantee

What's the Wool&Prince guarantee?

We stand by our commitment to making better, longer-lasting apparel and we’re confident that you’ll notice the difference. If for any reason, your Wool&Prince item doesn’t meet your expectations send us an email at euhelp@woolandprince.com and we’ll make it right.

We are not able to provide replacement product for items that have been damaged as a result of accidents such as stains or improper care.

Do you offer discount codes, coupon codes, or have sales?

We price our products without the markup that you see at most other clothing companies. That way, you know you're getting a fair price, whenever you buy from us.

Where does your wool come from? Do you use mulesed wool?

Our wool comes from Australian farms that don't practice mulesing.  

Field Tester

What's a Field Tester?

Field Testers blur the lines between work and play—and look pretty good doing it. We send these guys product so they can test it out before it’s available to the public. We also do a photoshoot and interview with each field tester to highlight their story. We hope their stories inspire your next adventure!

How do I become a Field Tester?

We’re always looking to feature more Field Testers. The best way to become a W&P Field Tester is to send us (or even better, tag #woolandprince in) beautiful images of you doing awesome things in our shirts. Hell, a Wool&Prince item doesn't even have to be in the picture. The more pictures you send us, the better! Once we know each other a bit more, we can talk about an official Field Tester photo shoot.Take a look at some examples.