Delivery
I haven’t received my order in time
We try our best to make sure that every parcel is delivered within the expected delivery time frames however, there will unfortunately always be some exceptions. Please get in touch and we'll look into this further for you.
Where can I find my tracking information?
Your tracking number will be included within your shipping email. If you can't find it, please double check your spam / junk mail, as it could end up in there. If you're still unable to find it, please get in touch and we'll send this across for you.
Where is my order?
If you're having problems locating your order, the first thing to check is your tracking details. You can find your tracking number in your shipping email or by logging into your online account. If you've not received your confirmation email, or you're still having problems locating your parcel, please get in touch and we'll get this sorted for you as quickly as possible! Please note, our customer service team are unfortunately unable to speed up delivery or give you more information than already provided via the tracking link. However, if there is an issue with delivery, we can raise an investigation with the carrier to get this resolved.
What is express delivery?
Express delivery is our fastest delivery option that will have your parcel on your doorstep in 1-2 working days!
How long will it take for my order to arrive?
Our standard delivery is 2-5 working days. However, we know how important it is for you to get your parcel as quickly as possible, so we also offer an express shipping service which takes 1-2 working days!
Do I need to pay customs/ taxes for my order?
We currently only ship within the UK, where customs / taxes will not apply to any orders.
What happens if I refuse delivery?
When the driver attempts to deliver your parcel, you can refuse the delivery. If you decide to do this, your parcel will be returned to us. Once it has been delivered back to our warehouse, we will be in touch to let you know that we have received it and refund you for the returned items.
Can I reschedule my delivery?
Depending on the courier used, you may be able to reschedule your delivery if you know you're not going to be in when the parcel is expected to be delivered. If this option is available, you may be able to update your delivery preferences using the link to your tracking information within your shipping email.
Can I have my parcel delivered to a safe place?
If you know you're going to be out and about at the time of your delivery, you may be able to select for your parcel to be delivered to a safe place, depending on the courier used. If this option is available, you should be able to update your delivery preferences using the link to your tracking information within your shipping email. Please note that by allowing the driver to deliver to a safe place, you are accepting the risk of the parcel going missing, so we wouldn't advise using this option, especially if you live on a busy road!
Can I have my parcel delivered to a neighbour?
If you know you're going to be out and about at the time of your delivery, you may be able to select for your parcel to be delivered to a neighbour, depending on the courier used. If this option is available, you should be able to update your delivery preferences using the link to your tracking information within your shipping email. Please note that by allowing the driver to deliver to a neighbour, you are accepting the risk of the parcel going missing, so make sure you trust your neighbours first!
My order has been delivered to the wrong address
If you suspect that your parcel has been delivered to an incorrect address, please get in touch as quickly as possible. Hopefully, the courier will be able to collect the parcel and redeliver it to the correct address. If your parcel has been delivered incorrectly and they cannot collect the parcel and re-deliver it, we will raise a claim with the carrier and resend your parcel.
My order has gone missing
While we carefully choose carriers that we trust to deliver your parcels, there will be some that sadly slip through the net. If you think your parcel has gone missing, please get in touch and we'll get this resolved as quickly as possible for you.
I’ve missed my delivery
It happens. We get it. If you miss your delivery, don't worry! We suggest checking your tracking information, as this will advise you of your next steps. Depending on the courier, you will need to collect it from your local depo, or you may have the option to have this redelivered.
Why is my parcel being returned to sender?
Normally, parcels are returned to sender due to an incorrect address. If this happens, we will be in touch once the parcel has been delivered back to the warehouse. However, if you notice that your parcel is unexpectedly on its way back to us, please get in touch so we know to expect your parcel and whether you'd like a refund or for the parcel to be resent.
Returns
Can I get a refund for my delivery fee?
Delivery fees are non-refundable. If you paid for delivery and your parcel was not delivered within the estimated delivery time frame, please get in touch, as you may be eligible for a refund for your postage.
I’ve accidentally returned a non-woo product!
We're sorry to hear that this has happened! Unfortunately, we cannot guarantee that we will be able to locate your parcel within the warehouse and return it to you. However, our customer service team will do their very best to get the item(s) back to you, please get in touch. Please note that you may be required to pay for the return postage.
Can I get my item replaced?
If you require a replacement item, please get in touch.
Where will my money be refunded to?
You will be refunded back onto your original payment method. Please note, if you have used a voucher and the voucher is still active, the money will be returned to your voucher for you to use on your next purchase. If your voucher is no longer active, then you will not be refunded for your purchase. However, if you would like to return an item and reorder it in another size, we will honour the voucher for you - please get in touch. If you have used a discount code on your order, you will not be refunded this amount and you may not be able to use this code again. If you would like to return an item and reorder it in another size, we will honour the discount code for you - please get in touch.
When will my return be processed?
Your return will be processed within 3 working days of your parcel being delivered back to us. Please note that it can take up to 5 working days for you to receive the money back in your account. However, we will send you a confirmation email once your refund has been processed.
I'm outside of the 30 days return window. Can I still return my order?
Unfortunately, if your item(s) are outside of our returns window, we will not be able to accept your return. Please note, if you attempt to return this item to us at your own risk, not using the online portal, the returned item(s) will be resent back to your original shipping address.
Orders
There’s a problem with my order
If you have a problem with your order, please get in touch with us to let us know what has happened and a member of the team will get back to you as quickly as possible.
Why has my order been cancelled?
We know having your order cancelled is very frustrating, so we make sure that we do everything we can to prevent this from happening. Unfortunately, this is sometimes unpreventable. There are a couple of reasons why your order may be cancelled, but we will always drop you an email to let you know what has happened. Normally, this is due to stock issues within the warehouse or suspected fraud.
Can I cancel my order?
If your order is yet to be dispatched, we may be able to cancel this for you. Please get in touch as quickly as possible.
Can I amend my order?
Unfortunately, we are unable to remove or add any products to your order once it has been created. However, if your order is yet to be dispatched, we may be able to cancel this for you. Please get in touch as quickly as possible. If your order has already been dispatched, don't panic as we offer free return labels, so you can return these item(s) to us free of charge.
I need to change my shipping address
If you think you've entered an invalid shipping address, don't panic! Our system will flag any invalid addresses. If you have entered a valid address but you would like it shipped to a different destination, please get in touch with our get in touch as quickly as possible. If your order is yet to be dispatched, then we will try our best to get this amended for you. If your order has already been dispatched, we will ask the carrier for the parcel to be returned to us. Once the parcel has been delivered back to our warehouse, we'll be able to have this resent to your correct address. Please note that this is not guaranteed and is dependent on the carrier.
My order is a gift, can you remove prices?
In line with Woo's values around the environment, we are paperless so there won't be a paper invoice included in your parcel!
How will I know if my order has gone through?
Once you have placed an order through woo, you will receive a confirmation email letting you know that your purchase is complete and when to expect your exciting delivery!
I’ve received the wrong item
We always try our best to make sure that this never happens as we know how frustrating this is. If you have unfortunately received the wrong item, please get in touch with our customer service team and we will get this resolved for you as quickly and painlessly as possible!
I’ve received the wrong order
We always try our best to make sure that this never happens as we know how frustrating this is. If you have unfortunately received the wrong parcel, please get in touch with our customer service team and we will get this resolved for you as quickly and painlessly as possible!
Somethings missing from my order
We always try our best to make sure that this never happens, as we know how frustrating this is. If your parcel is unfortunately missing an item, please get in touch and we will get this resolved for you as quickly and painlessly as possible!
How can I look after my product?
If you would like to know more information about how to care or use your product, please check to see if the information you're looking for is within the product description on our website. If you're not able to find the information that you're looking for, please get in touch.
I don’t know what size to go for
We will always advise using the size guide on our website to find the perfect fit for you. If you're not sure what size to go for using the online size guide, don't worry - our customer service team is here to help! Please get in touch with the team and they'll get back to you as soon as possible!
Can my item be repaired?
In line with woo's values, we always try to offer to have an item repaired where possible, as we try to create a more circular economy! If you've received a faulty item, please get in touch with our customer service team.
I’ve bought my item more than 30 days ago and it’s developed a fault
If your item has developed a manufacturing fault within 6 months from the purchase date, please get in touch. If you're unsure if your item has a manufacturing fault, or if the issue is due to wear and tear, our team will be able to advise you further.
I’ve received a faulty item
If you have unfortunately received a faulty or damaged item, please get in touch and we will get this resolved as quickly as possible for you. Please note, we will require pictures of the item in good light, to fully assess the fault.
If I use a promotion or discount code, how would I be refunded if I sent the item back?
If you use a promotional or discount code on your order, the amount deducted will not be refunded and you may not be able to use the code again. You will automatically be refunded back onto your original payment method. If you have used a discount code on your order, and would like to swap the size and keep your discount, please get in touch.
My promo code isn’t working
We're sorry to hear that the promotion you're trying to use isn't working! Please double check that your basket meets any criteria for the code to work. If it does meet this criteria and it's still not working, please then get in touch with our customer service team. Please note that promotions may not include all items and you can only use one promotion per order.
How can I get in touch?
You can get in touch with us by raising a query via email at holly.allen1@itv.com
I’d love to collaborate with woo
We're so glad that you would like to collaborate with us! Please get in touch and your query will be passed onto the relevant team.
Do you work over christmas?
Our customer service team will not be available during the bank holidays over the Christmas period.
Do you work on bank holidays?
Our customer service team will not be available during any bank holidays.
What are your opening hours?
Our website never closes – you are free to purchase 24 hours a day, 365 days a year! If you would like to speak to a member of the team, our customer service is open 9:30am - 6:00pm and our live chat is open 9:30am - 5:30pm, excluding bank holidays. Get in touch!
What happens with my feedback?
Your feedback is so important to us, and we make sure that we use all of the feedback that we receive to continue to improve and make your Woo experience even better! If you would like to leave us some feedback, please get in touch.
How can I leave feedback?
We're listening! Your feedback is so important to us and we love hearing from you! To leave us some feedback, please feel free to get in touch.
How can I make a complaint?
If you're unhappy with your woo experience and would like to make a complaint, please get in touch and a member of the team will get back to you as soon as possible!
When will money come out of my account?
The money should immediately go into 'pending' within your bank account and will be removed within the next couple of days.
Why is my payment not going through?
If you're having problems with your payment, this is normally due to insufficient funds, abnormal activity, incorrect details and exceeding daily limits within your account. We would suggest getting in touch with your bank if you're having issues processing your payment. However, if you think the issue is due to a fault with our website, please get in touch.
Can I claim back my VAT?
VAT will appear separately within your confirmation email, which acts as a receipt. You can use this to claim VAT back. However, if you live within the Channel Islands and your VAT was not automatically removed at the checkout screen, please go ahead and place your order and get in touch and we'll refund you for the VAT.
Is woo secure?
Woo is 100% safe and secure. We use physical, electronic, and administrative safeguards to assist us in preventing unauthorised access, maintaining data accuracy, and correctly using your personal information.
How do I return if I’ve paid with Klarna?
If you have paid with Klarna, you can return your item in the same way as any other parcel. Once you have got in touch with us regarding your return, please log into your Klarna account and let them know that you have returned this item to us, as this should prevent them charging you for the item that you have returned.
Will using Klarna affect my delivery?
No, your order and delivery will not be affected at all by your payment method.
Can I pay over 3 months rather than in 30 days?
Yes, these are both payment options using Klarna and will be shown at the checkout.
What happens if I miss a klarna payment?
If you miss a Klarna payment, this may affect your credit score and your ability to use Klarna in the future, so we would advise paying for your products as quickly as possible.
Are there fees for using klarna?
There are no fees for using Klarna - it has a 0% interest rate.
How does klarna work?
Klarna is a payment service that allows you to buy now, pay later. It's a 0% interest finance option that allows you to pay in 30 days, or spread the cost across 3 months for your new goodies!
Why is klarna not coming up as an option for me?
Woo doesn't choose who can and can't use Klarna. Klarna does it's own soft credit check to ensure that you're eligible for their service and checks how many other orders you have placed through them, so it may not be showing up if you do not meet the thresholds Klarna has set.
I’m not receiving my woo newsletter?
It may be that our newsletter is going into your junk / spam, check here first - add woo to your 'safe contacts' list to prevent your much loved newsletters ending up there! If you're not receiving your woo newsletter, it may be that there is a typo in your email address, or your email address has been unsubscribed from our list. Try and sign up again on our homepage and scroll to the bottom. If this doesn't work, please get in touch and we'll investigate this further.
How can I unsubscribe from marketing?
Please scroll down to the bottom of the text / email that you have received and use the opt out to remove yourself from our database. If you're struggling to use the opt out, please get in touch.
How safe is my data?
We treat your personal information as strictly confidential and take necessary technical and organisational measures to ensure that your personal information is kept secure. We ensure that your data is protected against unauthorised or unlawful processing, accidental loss, destruction or damage, alteration, disclosure or access.
Why can’t I add items to my cart?
We're sorry to hear that you're having problems adding item(s) to your cart. Please get in touch and we'll get back to you as soon as possible so you can purchase your new items!
Why can’t I check out?
We're so sorry to hear that you're having problems checking out. Please get in touch and a member of the team will get back to you as soon as possible!
Why isn’t the website working?
We're so sorry to hear that you're having problems using our website. Please get in touch and a member of the team will get back to you as soon as possible!
Last updated: 10/01/24
