Self Collection or Delivery Service 

Delivery service to Hong Kong is available for all online orders. Customers placing orders in Hong Kong may also select self pick-up from our studio store.

Self Pick Up

Organize a free pick up at our store at 97 Hill Road Sai Ying Pun upon our email confirmation in 1-2 business days if the desirable items are in stock.

Delivery

– Home Accessory (Including products from home décor and ritual categories)

We offer complimentary delivery for order above HK$3,000, or HK$50 flat rate on each delivery. In stock order shall dispatch within 2-4 days by local courier.

– Furniture

We offer free local delivery for orders above HK$50,000. With order in house delivery service, small furniture delivery (chair, side table, lamps) starts at HK$200 while large furniture (sofa, dinning table, fragile items) starts at HK$600.

International Delivery

If you would like us to ship to your country please contact us at [email protected] to check if that is possible.

The delivery charge does not include any staircases charge, special toll charges, car park fee and assembly fee. Surcharge may apply to shipments delivered to remote areas / outlying islands such as Tung Chung, Ma Wan, Discovery Bay, etc. Surcharge may apply to buildings without lifts / require special delivery methods, exact charges to be confirmed with our customer care team.

It is recommended that all customers evaluate the sizes of the lift, the entrance & hallways of the destination prior to the delivery. The company is not liable if the ordered items are unable to deliver due to any obstacle(s). Make note of your new furniture’s largest dimensions (which will often be diagonal) and check that it will fit comfortably into the lift and through the doorway or hallway and up your stairs.

It is the responsibility of customers to check all products upon arrival, replacement / exchange is not entitled after signing on the delivery note. Surcharge shall be applied for all delivery rearrangement.

Delivery service may be delayed in the event of bad weather, traffic and/or uncontrollable conditions. Delivery service will be suspended during yellow, red or black rainstorm warning, or the hoisting of typhoon signal no. 8 or above, and delivery appointment will be re-arranged at no additional charge.
For enquiry, please contact us at +852 3468 2436 or [email protected].

Pre-Ordering

For pre-order items, order lead time will dictate the delivery date, the estimated delivery date will be quoted in a second confirmation email after your order has been processed. If you would like to know the latest status of your pre-order items, please contact us at [email protected] .

– If an item is not a stock item you will see the estimated production time below each product. Shipping lead time to Hong Kong is not included, depending on the mode of shipping arrangement.

– This lead time is provided to us by the manufacturer and takes into consideration the ordering process, production and quality checks.
The lead time is for your guidance & can be subject to change. For further info on these lead times please feel free to contact our customer care team at [email protected]

– Once we have received confirmation from the supplier of a more specific estimated arrival date, we will email you to keep you updated on this time if necessary.

– If an item is delayed due to production delays, shipping delays or for unforeseen circumstances, we will contact you as soon as this information is made available.

– For orders with more than one item, the item with the longest lead time will dictate the lead time for an order, however, if an item is delayed significantly past the advertised lead time we will offer an additional complimentary delivery for this particular item.

– Lead-times for deliveries during August/September and December/January might be longer due to summer and Christmas factory closures across our network of Nordic and European suppliers. Please contact us for specific information.

– Wool does not accept liability for any loss due to late delivery that is out of Wool’s control. Delivery dates can only be guaranteed once products have arrived within our warehouse.

Made to Order for Big Furniture

All items that are not available in our warehouse are counted as pre-order items. All lead times for pre-order goods specified are approximate production lead times and depends on your mode of transport (free sea shipping or air shipping with surcharge). We will get back to you if the delivery time for any reason should be longer than this.

Items with Different Delivery Times

If you order several items with different delivery times on one and the same order, all items will be sent in one shipment when all items have arrived at our warehouse. If you want partial delivery, please contact [email protected]. Additional fee may apply.

Claims and Return

Claims regarding shortage or damaged goods must be made at the time of delivery. No claims for damage will be accepted after 48 hours of the delivery. For more details, please refer to our Return and Exchange Policy.

We deliver the ordered products to the address provided during order placement. Please ensure that a complete and accurate delivery address is given. Wool do not take responsibility for items which go missing or are delayed due to inaccurate or incomplete delivery address information. Once products are dispatched to the third party logistics company, we have no direct control over the delivery of the products.

Refund & Cancellation 

Under normal circumstances, no refund or cancellation will be accepted after the order has been submitted. If there is any specific reason for requesting a refund or cancellation, please email us at [email protected].

If your claim of refund is approved, refund will be made in the form of a store credit.

Return & Exchange

All goods sold online are not refundable, but we want you to be completely happy with your purchase. If you find any damages or technical difficulty on your ordered items, please notify us within 48 hours after receiving the items. If no claim is received within the time, the product is assumed to be in good condition and no claim will be accepted afterwards unless prior agreed.

A request for exchange is allowed within 48 hours of delivery for products under the circumstances below, and a receipt will be required for returns.
– Damaged at the time of delivery or incorrectly shipped
– Must return in a new, unused and saleable condition with its original packing

Please note that the product photos are for reference only, colours may vary due to monitor resolution. Any exchange request will not be accepted based on personal preferences (such as the colour and size in accordance with the product listed in description). And WOOL reserves the right to decline the customer’s request to return or exchange any merchandise.

We regret that we cannot accept returns unless the items are defective or damaged during the delivery. To process the claim, a clear picture must be sent to us by email together with the copy of the receipt. Preliminary decision will be given within 7 working days after the written reply on the receipt of claim.

Non-Returnable Items
– Sales / Discounted merchandise are not eligible for return / exchange
– Customized orders, discontinued items are not eligible for return / exchange
– Previously assembled items are not eligible for return / exchange