Shipping & Policies

Payment

We accept PayPal payments.

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Shipping

All of our items will be shipped as Registered Mail parcels (unless otherwise requested), so you can track your package here  by placing your tracking number at the empty field against Post/EMS(with USPS). Upon delivery a signature will be required to collect the package. If you’re not home they will leave you a note so you can pick it up from the post office. They normally keep it for 2 weeks, but I would advise strongly that you keep an eye on the tracking so you know when it arrives, because we have cases where the postman doesn’t leave a note at the door even though they attempted delivery.

Items take 8-14 days to most countries in Europe, 2-3 weeks outside Europe, and up to 4 weeks for some remote areas like islands.

The Christmas holidays are a busy time at the posts and some packages may be delayed, but not necessarily. Sometimes we’ve had deliveries taking up to 5 weeks, in December and January.

Priority shipping is available at an additional cost.

Some approximate delivery times:

– USA mainland (carrier is USPS) – 3 weeks

– USA (Hawaii) – 4-5 weeks

– Canada (Canada post) – 3 weeks

– Australia (Australian post) – 3 weeks

– European Union – 2 weeks

 

Bad weather conditions (especially in winter) and National Holidays may lead to some delay.

We can provide Priority or Insured shipping if you wish at an additional cost.
For multiple purchases we provide a shipping discount . Please, contact us prior making your orders.

All countries are shipped on DDP (delivery duty paid) basis, so taxes and duties are included in the final price and you will receive the package at your door, you will not need to clear it from customs.

IMPORTANT TRACKING INFORMATION

In the first few days to a week, you will see one of the following updates on the tracking – “Preparing order for shipment”, “Processed Through Facility”, “Insert item into bag”, “Receive item at office of exchange”.

All of these updates mean that your package has LEFT Bulgaria on the shown date.

The next update will become available only after the package enters your country, no updates in the meanwhile (5-15 days, depending on your country and size of order)

You may contact us if your package has not entered your country in 20-25 days. We cannot speed up the delivery, but we can issue an official query to the post to try to locate the package.

Lost packages are extremely rare in our experience.

Refunds and Exchanges

If you are not completely satisfied with your purchase, please, contact us. Returns must be pre-approved by Home Of Wool.
We can’t refund the shipping charges. The return shipping is also at your expense.
Unless there is a manufacturer’s defect or mistake, customer is responsible for return shipment.

A mistake is:
– Wrong fabric was used
– Wrong design was implemented
– More than 5% deviation in length or width.

Declared Value:
Do not value your returned item(s) or fabric(s) for more than 35.00 BGN. We are NOT buying it (them). Any goods under 35.00 BGN do not need Customs clearing.

In cases of Nondelivery of Mail, such as:
a. Incomplete, illegible, or incorrect address;
b. Addressee not at address (unknown, moved, or deceased);
c. Mail unclaimed;
d. Mail refused by the addressee at time of delivery;
the parcel is returned to the sender (The Home Of Wool) and Bulk Parcel Return Service fee will be charged. Bulk Parcel Return Service fee is at your expense.

Any product you return must be in the same condition you received it and in the original packaging.

You can return a product for up to 14 days from the date you received it.

Custom items make an exception – they are not returnable.

FAQ

  • Q. Can you make every item in a custom size and shape? 

We make all of our items to order so we can make all of them in the size & shape you need.
Just drop us a message to let us know what dimensions you’d like.
There are limitations in terms of weight and size for international packages, but most items will fit in them.

  • Q. What is the make time for your products? 

We usually make smaller items in 2-5 days and larger items in 7-10 days. We will send you a tracking number as soon as we dispatch your order.

  • Q. How much does it cost to have a custom item made? 

We calculate the price depending to the size of the item, your choice of fabric for the cover, and the amount of the wool filling.

  • Q. How does a wool mattress feel? 

We realize that it is difficult to describe how a wool mattress feels and give advice, because comfort is mostly a matter of personal preference.
All wool mattresses are softer during the first 2-3 months of use while the wool compresses. After that they could be described as mid-firm to firm. You do not sink deep into the mattress. Still, wool mattresses could not be compared to any other type of mattress because of the unique way wool fibers manage to support our body weight. Wool mattresses give you a completely new experience of comfort and are unique in how they regulate your body temperature. And you really start to sleep tighter and longer.
You may read the reviews from our clients here.

  • Q. What base should I use for a wool mattress? 

Wool mattresses perform best on solid flat surfaces. Slatted frames are also good but should have no more than 2″ distance between the slats so the mattress will not sag in the openings.

  • Q. Is tufting simply decorative? 

As beautiful as tufting is, it is in fact a structural part of the cushion. It is intended to keep the wool filling in place. Thus there is a thread connecting the ‘buttons’ on both sides of the cushion. If you want to remove the wool filling to machine wash the cover, you need to snip all tufts and re-sew them after. We include a needle and thread with all tufted items.

  • Q. How should I choose the best cover fabric for my item? 

Click on the link next to each fabric to find more information about it and a close-up photo for the color and texture.

Linen is the most dirt repellent and one of the most durable. The higher the linen content, the more durable and easy to keep clean the fabric is.This makes items in linen suitable to be used directly on the floor. Linen is great for outdoor use as well.

Wool is the most mildew-resistant one. It is the best in regulating body temperature and moisture, so you’re never too cold or too hot, and prevents you from sweating.

Silk is the strongest of natural fibers and is the best for items that will be touching the skin on your face, like pillow cases.

All of our fabrics are 100% natural and thus offer high moisture absorption and breathability. They are all soft to the touch but not overly soft as chemically treated fabrics.

  • Q. Are wool-filled items suitable for outdoor use? 

Wool-filled items are perfect for outdoor use. By nature, wool was intended to be outside (on sheep). However, they need to be protected from direct rain. Because this will soak the entire filling and make the fibers stick and form lumps. Random splashes will be ok, for example by a pool.

  • Q. Should I buy a protector or a zippered cover for my item? 

It is always a good investment to get a slipcover as it will keep your mattress fresh as new for much longer. We make our slipcovers with 3-sides long zippers.
Another option would be to have a mattress protector under your sheets. We make 100% wool mattress protectors . The disadvantage of the mattress protector is that it protects only the top side of the mattress (which would be enough if you are going to place your mattress on a bed frame, but not enough if you are going to place it directly on the floor); and the advantage is that it gives you an additional layer of thick wool to sleep on right beneath your sheets.

  • Q. Are the materials you use organic? 

Our fabrics are completely natural, free of any chemicals, bleaches and dyes (except the fabrics with stripes), and the crops have not been treated with pesticides and fungicides.
However they are not “certified organic”.
We do offer Oeko-Tex certified fabrics you can see here:

● 100% Cotton (heavyweight, unbleached, Oeko-tex certified)
● 62% Linen / 38% Cotton blend (Oeko-Tex certified)
● 100% Linen (from flax, Oeko-Tex certified)
 100% Linen (flax) with multiple blue stripes (Oeko-Tex certified)
● 100% Linen (flax) with 2 blue stripes (Oeko-Tex certified)
● 100% Linen (flax) with red stripes (Oeko-Tex certified)
● 100% Linen (flax) with thin red stripes (Oeko-Tex certified)
● 100% Linen (flax) with thin grey stripes (Oeko-Tex certified)
● 100% Linen (flax) with 3 grey stripes (Oeko-Tex certified)
● 100% Linen (flax) with black stripes (Oeko-Tex certified)
● 100% Cotton (Oeko-tex certified, unbleached, mediumweight)
● 59% Linen / 41% Cotton (Oeko-Tex certified)

The certificate shows that the fabric is tested for harmful substances and meets certain human-ecological requirements of the standard presently established for baby articles.

  • Q. What is lanolizing? 

Lanolin is nature’s way of waterproofing wool, and one of the reasons wool covers actually work! Lanolizing the wool restores the natural lanolin on the wool fibers that is being washed off from the water and soap.

Lanolizing instructions:

  1. Begin with dry, clean wool (the mattress protectors are machine washable at wool program with a detergent for wool).
  2. Draw a pan/bucket/sink of lukewarm water. Hot water will felt and shrink wool.
  3. Take a separate cup of very hot water, add a pea size of pure lanolin. Stir to dissolve. Dissolving well is very important to avoid sticky spots on the wool.
  4. Once well dissolved add to the sink of lukewarm water and mix well.
  5. Add your wool, soaking it through with the lukewarm, lanolin-rich bath. Let sit for a minimum of 3 hours to overnight.
  6. When it is time to dry the protector gently squeeze the fabric. Hang it and let it dry

Seller details
Rosica Petrova
Major Thompson 57, Floor 1
Apt. 26
Sofia 1407
Bulgaria