Frequently Asked Questions




What is your payment process and purchase confirmation terms?

Full payment of your ordered has to be settled before confirmation.

Once payment has been received, an email confirmation will be sent to you. Items will be dispatched accordingly and you will receive a separate shipping confirmation email along with tracking information.


What forms of payment do you accept?

We gladly accept Visa, Mastercard and bank transfer online. For in-store purchases, we accept Visa, Mastercard, Alipay, WeChat Pay and Payme.

*Please note that we do not accept American Express at the moment.

All credit card and debit card holders are subject to validation and authorization by us and our bank to maintain security and prevent fraud.


What is the pre-ordering procedure?

If you are pre-ordering products with us, we will hold your item in store until we have received all pre-ordered items. Your order will then be shipped to you. If you would prefer to receive in-stock and pre-order items separately, please place two separate orders.


Do you accept installment or partially paid?

Orders will only be processed when we have received full payment of your invoice.


Do you offer a trade discount for professionals?

We do offer a certain discount for designers, architects, tenders and contractors. Please contact us at [email protected] with your business card and company email for tendering and quotation.


How to change or cancel an order?

If your order has not been processed might be possible to make changes by emailing [email protected] or calling +852 3468 2436 within 24 hours after placing your order.

If you would like to add products to your order, you might need to place a new order for these items.

If you wish to change your delivery address, remove items from your order or cancel it completely, please contact us at +852 3468 2436 during our office hour from 11:00 to 19:00, Tuesday to Saturday (Hong Kong Time GMT +8:00). Please be ready to quote your order reference and order date.

If your order has already been dispatched or delivered, you will need to follow our returns & exchange procedure in the event of any unwanted products.


Do you ship internationally? 

Our online store only ships to Hong Kong and Macau at the moment. For International customers (including China), please feel free to contact us directly at [email protected] in order for us to review. You may also refer to the below stipulations when processing international orders.

WOOL can assist customers to arrange international shipping or courier goods overseas. However, the shipping service is not operated by WOOL, therefore WOOL will not guarantee the goods’ safety (including damages or loss) during the transit.
If the product is damaged/lost during transit, WOOL will not take any responsibility, while customers or freight companies are solely responsible for the losses.
In addition, customers may arrange other freight companies of their choice to pick up the goods directly from our warehouse.
Upon goods arrival, customers will be responsible to pay for custom tax duty if needed.