Do you want to make a complaint? We will try to solve the problem in a simple and effective way by exchanging or repairing the item, possibly crediting the purchase if the item cannot be repaired or exchanged. In case of credit, you will get the money back within 14 days from the day we receive your return. If your item is faulty, we cover the return costs. You have the right to complain about all goods bought from us in accordance with the Consumer Purchase Act.
All complaints are asked to be sent to WoolLand's customer service, regardless of which store the item was purchased from. Notifications of errors and deficiencies must be sent to us at support@woolland.com with an accurate description of the error and pictures. You will receive an answer to your inquiry within a few working days.
Immediately after the item has been received, it should be examined for any errors, including damage, or defects and that the delivery is in accordance with the order confirmation
We would like to point out that damage caused by wear and tear is not a manufacturing fault for which we are responsible. Holes in clothes should be detected before use as it is difficult for us to know how the garment has been washed and used. If there are holes in the seams, it is our responsibility to repair or provide a new product.
Fabric fluff does not give a right of complaint as this is not common in the clothing industry. All wool can fluff in contact with other materials. Wool therefore requires a little care, fluff can be removed with a fluff remover.
If you have been unlucky and received a different product than what is stated on your order confirmation, please contact us as soon as possible so that we can send you the correct product as ordered.
BUYER'S INVESTIGATION DUTY
Immediately after the item has been received, it should be examined for any errors, including damage, or defects and that the delivery is in accordance with the order confirmation. Complaints and delivery errors must be made within a reasonable time and within the same season after the defect was discovered or should have been discovered. Notification of errors and deficiencies must be notified to us at support@woolland.com with an accurate description of the conditions and preferably with photos. The fault must be present when you receive the product and not after use. The item must normally be sent to us for inspection if it is not indisputable via photos and the conditions that there is an error or deficiency.
If there is a complaint about an item and it may need to be sent in for repair, please wash the garment before sending it in.
HAVE YOU DISCOVERED A HOLE?
All woolen clothing must be treated nicely and used correctly as wool is a vulnerable textile. If you hook something and a mask comes loose, there may be a hole and that is not our responsibility. Holes that occur due to washing or wear and tear are not grounds for complaint. If, on the other hand, there are holes in the seams, this is a reason for complaint and we will be responsible for correcting it or issuing a new product. WoolLand woolen cloth is known for its quality durability, and since it is made of a thicker wool quality, we have better durability than many other woolen cloths on the market. With a lot of play and scratching on the knees, certain areas of the wool can get holes and then we recommend patching the holes, as we have described under the Wear section here. We have added extra hard-wearing panels and extra hard-wearing wool on exposed areas to strengthen these, but if you buy a pair of trousers that are too big, the patches will not hit the knee and they will lose their effect.
For outdoor play, a thin windproof layer or bubble pants is recommended as woolen clothing is generally not suitable for children's play such as climbing trees, sliding on the ground or crawling on asphalt/sand. This mostly applies to mostly active children from the age of 1-8.
If you discover holes in the seams, send them in as soon as possible, so that they don't unravel anymore.