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Frequently asked questions
You can choose between the following payment methods in our store:
- PayPal
- Prepayment
PayPal also offers direct debit and credit card functions.
It may happen that you receive your order in several packages.
There are two main reasons for this:
Partial deliveries due to stock availability:
Some items in your order may be available immediately, while others may need to be delivered later. In this case, we will send the items in stock immediately and send the rest as soon as they are back in stock.Shipping from different warehouse locations: We operate our warehouses at two different locations. If your order contains items from both warehouses, we have to ship them from the respective locations. This means that you will receive two parcels, as it is not logistically possible to combine them before shipping. This direct shipping route is also more environmentally friendly.
After we have received your order and payment, we need 1-2 working days to carefully pack your items and prepare them for shipping. As soon as your order is ready for dispatch, we will send you a confirmation by e-mail. Of course, this only applies to items that we have in stock.
After your parcel has been handed over to our reliable shipping partner DHL, the delivery time depends on their processes. Please note that you will not receive the tracking number from DHL immediately upon collection, but only 1-2 days before the planned delivery by e-mail. As a rule, delivery is made by DHL within 1-3 working days.
Yes, that is possible. The product pages in our store show directly for each item whether it is available in stock. If an item is currently sold out, we will indicate the expected delivery time. We endeavor to update these delivery dates as soon as we receive new information from our suppliers. In very rare cases, the stated delivery times may be delayed. If the waiting time is too long and you would like to cancel or change your order, please contact us at [email protected]. We will then take care of it immediately.
If there are both available and unavailable items in your shopping cart, you can choose whether you want to wait for all items or whether we should send a partial delivery in advance. Any additional shipping costs will be displayed immediately.
If you don't like a yarn or another product, you can return it to us without any problems. In addition to the statutory right of withdrawal, we grant you a 6-month right of return. Please enclose the completed returns form with the return shipment and make sure that the shipment has sufficient postage. Send your return package to the following address: Wollke c/o Brilling, Hohenzollernring 86, 22763 Hamburg. You can download the return slip directly here.
Please note that we only take back unused items in their original condition including the banderole. can be taken back. Individual parts of a yarn package cannot be returned.
We attach great importance to the quality of our products. Nevertheless, it can happen that a product has quality defects. In such cases, it goes without saying that we will replace the product or refund the purchase price.
If you would like to submit a complaint, please send us an email to [email protected] with photos of the defective product. Describe the defect and let us know how many products are affected. Also let us know whether you would like us to replace the product or refund the purchase price. If you would like a refund, please enter your Paypal account or your bank details.
We will contact you immediately to discuss the next steps. Contact us if you are not satisfied with a product and give us the chance to make you completely happy.
Can't wait to hold your delivery in your hands? We understand that very well! Nevertheless, we ask for a little patience if it takes a little longer. At the moment, all shipping companies and delivery staff are working at full capacity due to the increased parcel volumes, which can occasionally lead to delays. Please give Swiss Post at least 10 working days in such cases. Unfortunately, we have no way of speeding up the shipping process. If your delivery has not arrived after this deadline, please contact us at [email protected]. We will then initiate a tracing request for your parcel with DHL.