Terms of service

1. Contact Information:

1.0. If you have any questions or encounter issues, please reach out to us via email at: castlewools@gmail.com.

2. Product Availability:

2.0. We strive to showcase our complete product range on this website. We aim to keep stock for all styles and sizes, except for bespoke and special order items. However, please understand that we are a small company, and occasional out-of-stock situations may arise.

3. Placing an Order:

3.1. By placing an order, you acknowledge that you've read, understood, and accepted these Terms and Conditions. If you have any concerns, please contact us before proceeding.

3.2. This website and our Terms and Conditions are designed for use under English law within the United Kingdom. While we consider requests and inquiries from outside the UK, we cannot guarantee compliance with non-UK laws. By using our website, you agree to the jurisdiction of English courts.

4. Order Processing:

4.1. A contract between Castle Wools and the customer is formed once we accept an order or prepare it for dispatch. Prices, promotions, and product availability may change without notice.

5. Prices & Currency:

5.1. Orders for UK delivery include applicable VAT.

5.2. All transactions on our website are in British Pounds Sterling (GBP).

6. Delivery:

6.1. Delivery costs vary based on factors like item size, combination, destination, and chosen service.

6.2. We guarantee dispatch of weekday orders within 3 days via courier, excluding weekends and English Public Holidays

6.3. We use Royal Mail Tracked services and occasionally other carriers.

6.4. Courier deliveries may require a signature, and responsibility begins when the item is left in a "safe" place.

6.5. Orders over £100 qualify for Free Delivery, using Royal Mail Tracked, 2nd Class, and may require a signature.

7. Returns:

7.1. We want you to be satisfied with your order; you can return items as follows:

7.2. Full-price items can be returned within 28 days from dispatch for a refund or exchange (customer pays return postage).

7.3. Returned items must be in saleable condition, "new," complete, unused, and with original packaging.

7.4. Items with any form of damage, marking, or soiling cannot be resold as "new" and are non-returnable.

7.5. Refer to our Wool Care Advisory for product care guidelines.

8. Refunds:

8.1. Debit/Credit card refunds are credited to the same payment method used for the order.

8.2. We process refunds within 3-4 days, typically appearing in your account within 15 days.

9. Faulty Items:

9.1. While we conduct quality checks, rare faults may occur. We will replace or refund such items.

9.2. Return faulty items well-folded and properly packaged to avoid damage during transit.

10. Secure Payment:

10.1. We prioritize security, using industry-standard encryption for online payments.

10.2. We accept various card types, and transactions are in GBP unless stated otherwise.

11. Conformity of Goods:

11.1. We strive for accurate product descriptions, but colors may vary due to device settings.

11.2. Wool products may exhibit natural variations in color and size.

Last Updated: September 10th, 2023.