FAQs

What size am I?
The product I purchased is damaged or faulty
The product I purchased is not suitable – wrong size, colour, fit etc
How long will it take to receive my item?
I am interested in stocking your products in my shop / online store
How much does delivery cost?
What additional fees will I have to pay for delivery outside the UK?
How do I clean my Glencroft wool product?
Why does my wool product smell?


What size am I?

View size guides for all our products on our dedicated size guide page.

The product I purchased is damaged or faulty

Whilst we try to produce items to the highest possible quality, faults can sometimes sneak through.

If you purchased your item from www.glencroftcountrywear.co.uk please contact us straight away with your order details, send your faulty item back to the following address and we will replace or refund you immediately, as well as reimbursing your return postage. We thoroughly check all faults to identify how it happened so that we can make our products and processes better.
Glencroft Returns, Richard Sexton & Co, Old Road, Clapham, Via Lancaster, LA2 8JH, UK

View our returns and refunds policy here.

If you purchased your Glencroft item elsewhere please contact the relevant retailer (eg: shop, mail order, website) with any problems that you have and they will be able to help you, replacing or refunding your item as per their terms. Retailers will then contact us if required so we can investigate any problems or check quality.

The product I purchased is not suitable – wrong size, colour, fit etc

If you have purchased from this website and decide that the product is not suitable we will happily refund you in full*.

Alternatively if you require a different size, or colour, we can exchange free of charge*.

*You will just have to pay your return postage.

Please send returns or exchanges to the following address. Please include your NAME, PHONE NUMBER and ORDER NUMBER. This is important in case we need to contact you to clarify any details.
Glencroft Returns, Richard Sexton & Co, Old Road, Clapham, Via Lancaster, LA2 8JH, UK

View our returns and refunds policy here.

If you purchased your Glencroft item elsewhere please contact the relevant retailer (eg: shop, mail order, website) with any problems that you have and they will be able to help you, replacing or refunding your item as per their terms. We can help you get in touch with retailers if required.

How long will it take to receive my item?

We try to send all items out by Royal Mail 48, Parcelforce 48 or Royal Mail International tracked postage within 2-3 days if we have them in stock*, and often do so much quicker. Therefore UK customers should receive their items within a week. We are a small team, so please just ring us and chat to us directly if you’d like to ensure or check you will receive an item by a certain date (birthdays etc) – we will endeavour to help where possible.

*On occasion, a product may be out of stock and the website may not yet be updated to say so. In this case we will contact you to explain the delay and check whether you wish to proceed with the order or receive a full refund.

I am interested in stocking your products in my shop / online store

Please visit glencroftwholesale.co.uk for more information about our wholesale business and terms. Or contact us directly by phone or email.

How much does delivery cost?

United Kingdom Delivery (and Jersey, Guernsey, Isle of Man)

  • Your order should be delivered within 2-3 working days usually by Royal Mail Tracked 48 or Parcelforce 48.
  • Orders under £30 will be charged £4.00 for delivery.
  • Orders over £30 will get free delivery. (If your order is worth £29 we’ll still give you free delivery; we’ll let you off the pound!)

European Delivery

  • Parcels usually delivered within 3-5 working days, though it can take longer.
  • Delivered with Royal Mail International Standard with Tracking or other reputable delivery services.
  • Orders will be charged £15 for delivery.

Rest of the World Delivery

  • Parcels usually delivered within 5-7 working days, though it can take longer.
  • Delivered with Royal Mail International Standard with Tracking or other reputable delivery services.
  • Orders will be charged £20 for delivery.

If you need your delivery quicker please get in touch and we’ll do our very best to accommodate your request.

What additional fees will I have to pay for delivery outside the UK?

All goods received from outside your country of residence may be subject to customs fees (import duties, tax etc) by your local customs. This varies according to the product, where it’s made, the material it’s made from and various other factors. You may find more information about what you may have to pay on your local customs or government website.

Please note that after the UK left the EU in January 2021, all countries in the EU may now also have to pay import duties and taxes when receiving goods ordered from the UK.

If you input a delivery address outside of the UK, we will not charge tax on your order (most product prices will be 20% lower than for UK customers). However your local customs may charge you tax on your order at your local rate when it enters your country.

How do I clean my Glencroft wool product?

Sheepskin Rugs

Wool jumpers, scarves and travel rugs

Why does my wool product smell?

Most of our wool products WILL SMELL LIKE WOOL. We don’t bleach or dye our products more than is necessary and use natural 100% British Wool for most of them. Our undyed woollen knitwear, particularly our cream or cream nep jumpers, scarves and hats, will maintain the strong smell of real wool.

Many wool products you find on the high street will have lost this gorgeous natural smell due to all the processes that the fibres are subjected to, many people now don’t realise that wool as a natural fibre has its own smell.

We love it, it reminds us that this is a real natural product, made by sheep eating grass in the British countryside.