Frequently Asked Questions

DO I NEED TO REGISTER TO MAKE PURCHASES?

Yes, you do need to register. Once you have registered, you will be able to access and make purchases or change your personal details.

WHAT PAYMENT METHOD CAN I USE FOR MY PURCHASES?

The following payment methods are available: Visa, Mastercard and Paypal

WHY COULD MY CREDIT CARD BE REJECTED?

The details we request from you must be the same as those on your credit card. A simple typing error can cause the operation to be rejected, so we ask you to complete the payment form carefully. Your credit limit may have been exceeded or the card might have expired.

Please contact your bank about any queries you may have about your payment credit card.

HOW SOON WILL MY ORDER BE SENT OUT?

All our products are unique and individually hand-made; its manufacturing  starts the next day after the client submits the order.

Merino wool used in our products goes through a special felting process that takes up to one week to complete. All the knitting and felting is done by hand, including making the fabrics for our Apparel line.

For this reason, shipping is not made immediately but in the course of 3 weeks.

We are currently working on solutions to speed up the process and trying to keep the most popular colors and sizes pre-made in stock, but the volume and the price of raw merino becomes a limiting factor. As our business grows, we aim to start shipping your orders within 2-3 days.

IS IT POSSIBLE TO CANCEL AN ORDER?

Yes, provided the manufacturing process has not yet begun. You can request cancellation within 12 hours since placing your order by contacting our Customer Service department at [email protected]

CAN I RETURN / EXCHANGE?

You have 14 days from the reception of the product to exchange or return your purchase.

You must contact us on [email protected]  stating the details of the order and the reasons for returning the purchase.

Since all our products are individually hand-made, we can offer 100% refund only on select categories.

Below are the details on refunds for each product category:

Coats – 100% refund
Vests – 100% refund
Scarves – 80 % refund
Pet Beds – 80% refund
Carpets – 80% refund
Cushions – 80% refund
Blankets – 75% refund
Knitwear – 50% refund

To proceed to any refund, you have to return the product in the same conditions as you received it, in its original packaging, with its instructions/documents and its wrappings. The customer covers the return shipping.

No refund will be made if the product has been used beyond opening or if it is damaged.

WHEN WILL I RECEIVE MY REFUND?

Once the return has been approved (the items have to be in original condition and all labels must be intact) you will receive a confirmation email indicating that the refund will be paid into your account within a few days.

Remember that payments to your credit card are always dependent on your bank.

WILL I RECEIVE THE SAME PRODUCT AS I SEE IN THE PHOTO?

Photos are taken with the highest quality to reflect every detail of each product. You may find differences in products in which the format of the raw materials and their manufacture affect the final results, such as handmade products.

WHAT HAPPEN IF ONE OF THE ITEMS RECEIVED IS DAMAGED?

The damaged item will be replaced as soon as it is shipped back to us and we will cover all the shipping costs.

To request a replacement please contact Customer Service line at [email protected]

WHAT SHOULD I DO IF ONE OF THE ITEMS I RECEIVED IS DIFFERENT FROM THE ORDERED ONE?

We will replace the wrong item as soon as it is shipped back to us and we will cover all the shipping costs.

You can request the change through our Customer Service at [email protected]