Frequently asked questions
Shipping & Delivery
Where do you ship from?

Our products are sourced and dispatched with care from our dedicated facility in Shenzhen, China. We practice "Slow Fashion," meaning we take time to inspect every piece before it begins its journey to you.
How much is shipping?

We are pleased to offer Complimentary Global Shipping on all orders over $50 USD. For orders under this amount, a flat shipping rate will be calculated at checkout based on your location.
How long will it take to receive my order?

Quality takes a little time.

  • Processing Time: Please allow 1-3 business days for us to prepare your order.
  • Estimated Arrival: Once dispatched, your package will typically arrive in 7-12 business days, depending on your destination.
How can I track my order?

As soon as your order is on its way, you will receive a shipping confirmation email containing a tracking link.
Will I have to pay customs or import duties?

For most orders shipping to the US and Europe, no additional duties typically apply. However, in rare cases where local customs duties or taxes are assessed at the destination border, these are the sole responsibility of the recipient.
Returns & Exchanges
What is your return policy?

We accept returns within 14 days of the delivery date. To be eligible for a return, items must be unworn, unwashed, undamaged, and in their original packaging with all Wildfool tags attached.
How do I start a return or exchange?

We do not use automated return portals. We believe in personal service.
To initiate a return, please email our Concierge team at [你的邮箱地址] with your order number and the reason for the return.

  • Quality Issues: If you received an incorrect or defective item, please send us photos. We will cover all shipping costs and provide a full replacement or refund immediately.
  • Change of Mind (Size/Style): If the return is due to personal preference, please note that the customer is responsible for the international shipping costs back to our central warehouse in Shenzhen, China.

Pro Tip: International shipping to China can be expensive. Please contact us before shipping anything back. We are happy to discuss alternative solutions (such as partial refunds or special exchange offers) that might save you the hassle and cost of international return shipping.
Do you offer exchanges?

Yes. If you need a different size or color, please email us to initiate the process. You will need to return the original item to us first (customer pays shipping). Once our warehouse receives and inspects the original item, we will ship out your replacement item free of charge.
When will I receive my refund?

Once your return is received and inspected at our facility, we will notify you via email. If approved, your refund will be processed back to your original payment method within 5-10 business days, depending on your bank's processing times.
Product & Sizing
My wool/cashmere product is pilling. Is this normal?

Yes, pilling is a natural occurrence with any high-quality natural fiber like wool or cashmere. It is not a defect. It happens when shorter fibers work their way to the surface due to friction. Pilling usually lessens after the first few wears and washes. You can easily remove pills using a cashmere comb to keep your piece looking fresh.
How should I care for my Wildfool pieces?

Natural fibers require gentle care. Generally, we recommend airing out your garments frequently and hand washing in cold water only when necessary. For detailed instructions, please visit our dedicate Product Care page.
Ordering & Payment
What payment methods do you accept?

We accept most major credit cards (Visa, Mastercard, American Express), PayPal, Shop Pay, and Apple Pay.
Can I cancel or edit my order after it has been placed?

We process orders quickly to get them to you fast. If you need to make a change, please email us at [你的邮箱地址] immediately with the subject line "Urgent Request: Order #[Your Order Number]". We will do our best to catch it before it ships, but we cannot guarantee changes once the order is processing.
I forgot to apply my discount code. What should I do?

Please contact our support team as soon as possible. If your order hasn't been processed, we may be able to help.