Terms of Service

Last updated: March 10th, 2026

1. About These Terms

These Terms of Service (“Terms”) govern your access to and use of the Home of Wool website (the “Site”), including any orders, purchases, communications, promotions, giveaways, and related services made available through the Site.

By using the Site or placing an order, you agree to be bound by these Terms. If you do not agree, do not use the Site.

For the purposes of these Terms, “we”, “us”, and “our” mean:

Home of Wool LTD
Major Thompson 57, Floor 1, Apt. 26
Sofia 1407, Bulgaria
VAT: BG203654879
Email: hello@homeofwool.com

2. Worldwide Orders, Contract Formation, and Order Refusal

Orders may be placed from any country, subject to applicable law, payment verification, shipping feasibility, sanctions screening, and operational constraints.

Placing an order constitutes an offer to purchase. A binding sales contract is formed only when we accept the order (for example, by issuing an order confirmation or dispatching the goods).

We may, at our sole discretion and to the extent permitted by applicable law, refuse, reject, cancel, limit, or decline to create, process, or ship any order, with or without stating a reason.

If we cancel an order after payment has been received, we will refund the amount paid to the original payment method unless a different method is required by law or agreed with you.

3. Accounts

If you create an account, you are responsible for maintaining the confidentiality of your credentials and for all activity conducted through your account. You agree to provide accurate, current information and to update it if it changes.

4. Products

We aim to present product descriptions, specifications, measurements, colours, materials, and prices as accurately as reasonably possible. Many products are handmade, made to order, or made from natural materials, so minor variations in colour, texture, shape, finish, and firmness may occur and do not necessarily constitute a defect.

Size tolerance: a difference of less than 5% from the stated dimensions (or the dimensions communicated to you) is considered a reasonable manufacturing tolerance and is not eligible for a refund on that basis alone. This does not limit any rights you may have under applicable mandatory consumer law where a product is materially defective or not as described.

All products are subject to availability. We may modify, discontinue, limit, or update products, materials, options, or pricing at any time.

5. Custom Products

Many Home of Wool products are custom-made, made to order, personalised, or produced to your selected dimensions, fabrics, fillings, or other specifications.

Custom, personalised, made-to-measure, and made-to-order products are non-refundable and non-returnable, except where:

• the item arrives damaged;
• the item is materially defective;
• the wrong item was sent; or
• a refund, repair, replacement, or return is required under applicable law.

You are responsible for ensuring that all measurements, specifications, and custom instructions submitted with your order are complete and accurate.

All orders are checked by an employee and if there are descrepencies we may contact you to clarify the details

6. Prices, Payments, and Delivered Duty Paid (DDP) Shipping

Prices are shown in the currency stated at checkout. We use third-party payment processors to process payments securely. We do not store full payment card information.

DDP (Delivered Duty Paid): our deliveries are shipped on a DDP basis, meaning you are not expected to pay import duties, import taxes, VAT, customs clearance charges, or similar fees upon delivery for standard DDP-eligible destinations.

If a carrier or authority requests additional payment on delivery, contact us at hello@homeofwool.com before paying, so we can investigate and advise the correct next steps. In certain destinations or exceptional cases where DDP cannot be applied due to legal, carrier, or operational restrictions, we may contact you to confirm an alternative arrangement or cancel and refund the order.

7. Shipping, Carriers, Delivery Estimates, and Lost Packages

We use Bulgarian Posts, FedEx, and DHL for all orders as part of our logistics network. The specific carrier or service level used for your order may depend on destination, parcel size, product type, and operational requirements. Some orders may involve handoffs between postal and courier networks.

Delivery times are estimates and are not guaranteed. Delays may occur due to factors outside our reasonable control, including customs processing, weather events, transport disruptions, strikes, local service interruptions, security checks, or incomplete/incorrect delivery details provided at checkout.

We are not liable for delivery delays caused by postal operators, customs authorities, or third-party carriers.

Lost packages: if a shipment is confirmed lost after a reasonable investigation with the carrier, we will cooperate with you and provide an appropriate remedy, which may include a replacement or a refund, depending on availability and circumstances.

You are responsible for providing a complete and accurate delivery address. Failed delivery caused by incorrect or incomplete address information may limit or delay remedies.

8. Returns and Refunds

For non-custom products, returns and refunds may be available under our separate returns policy, subject to product condition, timing, and applicable consumer law.

Refund eligibility may be affected where the only issue is a measurement variance within the less-than-5% tolerance described in Section 4.

Nothing in these Terms limits any mandatory consumer rights that cannot lawfully be excluded or restricted.

9. Giveaways, Promotions, and Social Media Campaigns

From time to time, we may organise giveaways, contests, promotions, or campaigns through the Site or third-party channels such as Instagram.

Unless separate official rules are published for a specific promotion, the following terms apply:

• winners are selected at random from eligible entries;
• prizes have no cash value and cannot be exchanged for money;
• prizes are non-refundable, non-returnable, and non-transferable;
• we may substitute a prize with another prize of equal or greater value if reasonably necessary; and
• any promotion is void where prohibited by law.

If a giveaway has separate official rules, those rules apply in addition to these Terms. Unless expressly stated otherwise, third-party platforms such as Instagram do not sponsor, endorse, administer, or control our giveaways.

10. Acceptable Use

You agree not to:

• use the Site for any unlawful, fraudulent, abusive, or misleading purpose;
• interfere with or disrupt the Site, its infrastructure, or security;
• copy, scrape, reproduce, republish, exploit, or commercially use Site content without our prior written consent;
• upload, transmit, or distribute malware, spam, harmful code, or malicious content; or
• impersonate another person or provide false, incomplete, or misleading information.

11. Intellectual Property

All content on the Site, including text, product descriptions, graphics, photographs, images, logos, layouts, designs, branding, and related materials, is owned by or licensed to Home of Wool LTD and is protected under applicable intellectual property laws.

You may use the Site only for personal, lawful, non-commercial browsing and shopping purposes. No ownership right, licence, or other interest is granted to you except as expressly stated in these Terms.

12. Privacy, Data Protection, Cookies, and Tracking

Our Privacy Policy explains how we collect, use, share, and protect personal data, and how you can exercise your privacy rights. Please review it for full details.

The Site uses cookies and similar technologies, which may include Google Analytics, Facebook (Meta) Pixel, and Klaviyo tracking technologies to measure performance, understand traffic, support marketing attribution, and improve the Site. Where required by law, we request consent for non-essential cookies and tracking.

Marketing opt-out and data removal requests can be sent to hello@homeofwool.com.

13. Third-Party Websites and Services

The Site may contain links to third-party websites, platforms, apps, or services. We do not control third-party services and are not responsible for their content, availability, security, or privacy practices. Your use of third-party services is governed by their own terms and policies.

14. Disclaimer of Warranties

To the fullest extent permitted by law, the Site and its content are provided on an “as is” and “as available” basis. We do not warrant that the Site will be uninterrupted, error-free, secure, or free from harmful components.

Nothing in these Terms excludes warranties, guarantees, or rights that cannot lawfully be excluded under applicable consumer law.

15. Limitation of Liability

To the fullest extent permitted by law, we are not liable for any indirect, incidental, special, consequential, or punitive loss or damage, including loss of profits, loss of revenue, loss of business opportunity, or loss of data, arising from or related to your use of the Site or any order.

Our total liability arising out of or relating to any order or use of the Site will not exceed the amount paid by you for the specific product or order giving rise to the claim.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.

16. Force Majeure

We are not liable for delay, suspension, or failure to perform caused by events beyond our reasonable control, including natural disasters, war, terrorism, civil unrest, labour disputes, transport disruptions, customs actions, cyber incidents, epidemics, pandemics, utility failures, or governmental restrictions.

17. Governing Law and Disputes

These Terms are governed by the laws of Bulgaria, without regard to conflict-of-law rules.

If you are a consumer, any mandatory rights granted to you by the laws of your country of habitual residence remain unaffected to the extent such rights apply and cannot lawfully be excluded.

If you have a dispute, contact us first at hello@homeofwool.com so we have a reasonable opportunity to try to resolve it informally.

18. Changes to These Terms

We may update these Terms from time to time. When we do, we will publish the updated version on the Site and update the “Last updated” date at the top of this page.

The version in effect at the time of your order will generally apply to that order, unless a change is required by law or expressly stated otherwise.

19. Contact Information

If you have questions about these Terms, your order, your account, marketing preferences, or a privacy request, contact:

Home of Wool LTD

Major Thompson 57, Floor 1, Apt. 26

Sofia 1407, Bulgaria

Email: hello@homeofwool.com