FAQ
Shipping & Delivery
Where do you ship from?
Every Wildfool piece ships directly from China — the same country where your cashmere grows through Inner Mongolian winters and your raffia is hand-braided by Laizhou artisans. Each order is inspected before it leaves. We take that part seriously.
How much is shipping?
Free worldwide shipping on all orders over $75 USD. Since almost everything we make starts above that, complimentary shipping is simply how we do things. For smaller orders, a flat rate is calculated at checkout.
How long will it take to receive my order?
We take 1–3 business days to prepare and inspect your order before it ships. Once dispatched, delivery typically takes 10–15 business days depending on your destination. You’ll receive a tracking link the moment it leaves us — so you can follow it home.
How can I track my order?
Once your order ships, you’ll receive a confirmation email with a tracking link. Watch it move from our hands to yours.
Will I have to pay customs or import duties?
Most orders to the US and Europe clear customs without extra charges. In rare cases, local duties may apply — those are determined by your country’s import regulations, not by us, and are the buyer’s responsibility. If you’re unsure what applies to your region, your local customs office can give you specifics before you order.
Returns & Exchanges
What is your return policy?
We accept returns within 30 days of delivery. Items must be unworn, unwashed, and in their original condition — essentially the way they arrived. Received something defective or wrong? We cover the return and make it right immediately. Change of mind? In that case, the journey back to us is yours to arrange.
How do I start a return or exchange?
Email Care@wildfool.life with your order number and what you’d like to do. We respond within 24–48 hours with clear instructions. One thing we ask: reach out before shipping anything back. International return shipping can be expensive, and we’d rather find a solution that actually works — a different size, a partial credit, whatever makes sense. We’re flexible. Just talk to us first.
Do you offer exchanges?
Yes. Email Care@wildfool.life to begin. Return the original item to us first (the journey back to us is yours to arrange). Once we receive and inspect it, your replacement ships to you free of charge. Reach out before you pack anything up — we’ll confirm availability and keep the process smooth.
When will I receive my refund?
Once your return arrives and is approved, we’ll email you confirmation. Your refund is processed to your original payment method within 5–10 business days. Most appear sooner — bank timelines vary.
Product & Sizing
My wool/cashmere product is pilling. Is this normal?
Completely normal — and a reliable sign of genuine fiber. Pilling happens when shorter strands surface during the first few wears. It settles. Use a cashmere comb or fabric shaver on a gentle setting, working in one direction. After a session or two, the surface smooths out. The piece actually gets softer. That’s the nature of real cashmere: it improves with use.
How should I care for my Wildfool pieces?
Hand wash in cool water (under 30°C) with a gentle detergent. Press — don’t wring — the water out, and lay flat to dry. Fold for storage; hanging stretches natural fibers over time. These materials have survived Mongolian winters. They don’t need much from you — just a little respect. For material-specific guides, visit our Care page.
Ordering & Payment
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, Amex), PayPal, Shop Pay, and Apple Pay. All transactions are encrypted and processed securely.
Can I cancel or edit my order after it has been placed?
We move quickly. If you need to change or cancel, email Care@wildfool.life immediately with the subject line “Urgent: Order #[your order number]”. We’ll do everything we can to catch it before it ships — but we can’t guarantee changes once processing has begun. The sooner you reach out, the better.
I forgot to apply my discount code. What should I do?
Email Care@wildfool.life as soon as possible with your order number and the code you meant to use. If your order hasn’t shipped yet, we’ll apply it.