1. GENERAL
Woolpower’s UK webshop is managed by our importer and distributor Outwear Ltd. The processing includes payment, delivery, return and complaint.
If you are under the age of 18, your custodian must give consent to you ordering products from us.
Each item is listed with price including VAT and the customer trolley shows the total price including VAT and shipping.
2. SHIPPING COSTS
All purchases incur a shipping cost which is £7.50 (inc VAT) in the UK mainland and £15 for shipping to the Republic of Ireland.
Purchases from our webshop are regulated by Scottish law.
3. PARCELS THAT ARE NOT COLLECTED
If you do not collect your parcel and the distribution partner sends it back to us, we reserve the right to charge you for the costs incurred. The fee current fee of £10 (inc VAT) covers the cost of handling, administration and return shipping.
4. SHIPPING AND DELIVERIES
All products sold on Woolpower’s UK webshop belong to Outwear Ltd until full payment has been made. All purchases incur a shipping cost which is £7.50 (inc VAT) in the UK mainland and £15 for shipping to the Republic of Ireland.
In the UK, orders are delivered through DPD, Parcel Force or UPS.
We aim to delivery items within 3 working days of the order being placed. Orders placed before 2.00 pm will be sent out on the same working day. All orders are sent out on either a next day or a 2 day service, depending upon your location.
In conjunction with long weekends and periods of high order intake, delivery times may be longer but we do our utmost to ensure you will receive your parcel as quickly as possible. Orders placed during holidays will be processed the following working day. Items that are not in stock are marked “Not in stock”. All deliveries include a specification of the items you have ordered.
If an item has been damaged during transport, you must report the damage direct to the carrier that delivered the item to you.
5. RIGHT OF WITHDRAWAL
The right of withdrawal means that you as customer have the right to cancel the agreement within 14 days. The period for the right of withdrawal starts from the day you as customer receive the item.
If you want to exercise your right of withdrawal, you are obligated to maintain the item in as good condition as it was when you received it and you are thereby not permitted to use it. If the item is damaged or mislaid because you have been careless, you lose the right of withdrawal.
NOTE! The right of withdrawal does not apply to gift vouchers or broken sealed products such as Briefs Xlong W’s, Boxer Xlong M’s, Boxer M’s LITE, Hipsters W’s LITE.
6. RIGHT OF RETURN – ONLINE STORE
You are entitled to open purchase for 30 days. We do not exchange products; instead we refund the purchase price of unused products returned in their original packaging. This means that if you want a new product, you must place a new order.
As a customer, you have the right to examine and test the product. If you want to return the product, both the product and the packaging must be returned in such a condition that they can be sold again. If you have handled the product and/or packaging more than necessary to determine the characteristics and function of the product, you may be liable for compensation for the depreciation of the product or packaging.
The right of return does not apply to gift vouchers, nor to broken sealed products such as Briefs Xlong W’s, Boxer Xlong M’s, Boxer M’s LITE, Hipsters W’s LITE.
7. RETURNS
Returns are at the customer’s expense. Outwear Ltd will naturally bear the shipping cost of returned items sent back due to defects or insufficient packaging. Outwear Ltd only accepts returns of goods purchased through Woolpower’s UK webshop. The cost of original shipping is automatically deducted from the amount returned to you. If you exercise your right of withdrawal, the money will be refunded within 30 days from the day Outwear Ltd received the item.
If you need to return an item to us, as the customer, you are responsible for the item and the packaging.
Procedure:
- Pack the goods carefully so as to avoid shipping damage.
- Make sure you get a receipt that states the parcel ID from the parcel distribution point. This makes it easier to follow the parcel’s return delivery if necessary.
- Remember to mark the return with your order number.
- Please fill in the accompanying return packing slip so that we can give you the best possible service.
- Send to:
Outwear Ltd
Unit 2 Sydney Place
Lockerbie
DG11 2JA
8. COMPLAINTS
As a consumer, you have the right by law to complain for a period of time after purchase, but within a reasonable time after a fault has been detected. In the first instance, we will try to rectify the defect in the item. If that is not possible, we will replace the item with a new product, or alternatively compensate you with money.
Outwear Ltd only accepts complaints regarding goods purchased through Woolpower’s UK webshop. Complaints can be made by email to info@outwearltd.co.uk
Once we have received your complaint and it has been approved, we will arrange collection of the item to be returned to us.
Be prepared to provide relevant information in order for us to handle your complaint. The replacement delivery will not cost you anything. Outwear Ltd is responsible for shipping costs for complaints. It is therefore important you use the shipping documents sent out by us. If you choose to pay for the shipping yourself and the way the goods are returned, you yourself will be responsible for the goods until they reach us, which includes during transport.
In these cases and for direct contact, you can reach customer service at:
Email: info@outwearltd.co.uk
Phone: +44 (0) 1576 490 100
The parcel is sent to:
Outwear Ltd
Unit 2 Sydney Place
Lockerbie
DG11 2JA
NOTE! For the products fabric, felt sheets, felt insoles, felt sit pads, zippers and felt slippers, complaints due to cosmetic defects are not possible.
Our unique terry-knitted material Ullfrotté Original has a loose knit and large loops on the inside with the aim of creating an air gap closest to the skin. Air closest to the body and in the garment means that the heat from the body is encapsulated and keeps you warm longer. The loosely knitted material can lead to the garment becoming both more burled and less stable in shape. These aesthetic factors affect the appearance of the garment but not the function. Therefore, they do not constitute approved reasons for complaints.
9. PAYMENT
Payment security is a matter of high priority. Outwear Ltd uses payment solutions from Squareup Europe Ltd.
For purchases from Woolpower’s online store in GBP with delivery in the UK and Republic of Ireland, payment solutions from Squareup and PayPal are used.
All payment solution providers are authorised to offer financial services.
Placing an order through woolpower.uk entails certain payment obligations. As a customer, you accept payment responsibility by accepting our terms of purchase at the checkout step and clicking on the button “Go to payment”.
To make card purchases as safe as possible, all payment information is encrypted with SSL (Secure Sockets Layer). This means that the information is sent via a safe link and your card details cannot be read by any unauthorised person. None of your card details will be registered or stored by Outwear Ltd.
We accept most international cards, but not American Express. Outwear Ltd will charge your account when the purchase is completed. A confirmation of the purchase will be sent to the email address provided.
Any false order submitted to Outwear Ltd will be traced and if there is any suspicion of fraud, the purchase will be cancelled, and the incident will be reported to the police.
10. REFUND PROCESS
CARDS
We use the same payment method that you used for your order. If the original purchase was made with a credit card, the sum is credited back to the same card. Refunds will be made within a maximum of 21 calendar days from receipt of your returned product. Shipping costs are not refunded.
INVOICE/PART-PAYMENT
Same procedure as in the case of card payment. The amount is paid back on the card associated with the invoice/instalment. Shipping costs are not credited.
11. PERSONAL DATA
When you order items from our webshop, you provide us your personal data. Under UK law, we must ask for your consent before we can process your personal data. Your personal data is safeguarded by the EU Data Protection Regulation (GDPR). When you place an order, you give your consent to that we may gather, store and process your personal information.
We use the information, among other things, to meet our obligation to you and to make sure that we can give you the service you expect from us. We will retain your personal data primarily on order to be able to deliver the goods you have ordered, for example if we are forced to provide your name and address so that the product can be delivered to you (e.g. to our courier or supplier).
You are always entitled to find out what personal data we have registered about you. If any data is incorrect, incomplete or irrelevant, you may request that the information be rectified or erased. In that case, please contact us by email.
You can read more about our privacy policy here.
12. DISPUTES
In the event of a dispute where Outwear Ltd and the customer cannot agree, we intend to participate in Alternative Dispute Resolution (ADR) in accordance with the EU rules thereof, Act (SFS 2015:671) on Alternative Dispute Resolution in Consumer Relations.
ALTERNATIVE DISPUTE RESOLUTION – ADR
The purpose of Alternative Dispute Resolution is to enable, among other things, out-of-court access to a simple, efficient and inexpensive way of resolving disputes between consumers and traders within the EU. Instead of going to court, the case is dealt with by neutral dispute resolution boards which propose or impose a solution for the parties, the consumer and the trader.
If you wish to have your case examined as an Alternative Dispute Resolution case, contact your local dispute resolution board. For consumer disputes within the UK, contact Trading Standards.
ONLINE DISPUTE RESOLUTION – ODR
If you as a customer are dissatisfied with a product or service purchased from Outwear Ltd, the EU website for Online Dispute Resolution can be found here at http://ec.europa.eu/odr (opens in a new window).
13. RESERVATIONS
Outwear Ltd enters reservations that goods may be out of stock or may be discontinued from the product range. Outwear Ltd cannot guarantee that all pictures reproduce exactly the actual appearance or colour of the products. The colours displayed on the screen may depend on your settings.
Outwear Ltd enters reservations for possible printing errors and incorrect pricing on the webshop and reserves the right to reject such orders.
14. FORCE MAJEURE
Outwear Ltd is not responsible for delays or failure to fulfil its obligations if the delay or the failure is caused by an event that lies beyond its reasonable control.
Examples of such incidents include war, civil unrest, infrastructure problems, government interventions, fires, floods, accidents, storms, strikes, lockouts, sabotage, major accidents or other types of natural disasters that affect us or our suppliers.
15. COMPANY INFORMATION
Outwear Ltd
Corporate identity number: SC573514
Postal address and street address: Unit 2 Sydney Place, Lockerbie
Postal Code: DG11 2JA
Contact: info@outwearltd.co.uk
Phone: +44 (0) 1576 490 100
Website: www.outwearltd.co.uk