Question 1

Where is My Order?

Accepted Answer

You will receive a Tracking number by email after we have knit and shipped your order. To visually track your package and receive real-time notifications, use Route’s mobile app. The app is easy to download and use. You can find it in the App Store.If you can’t find the tracking number we emailed you, click here to track an order.NOTE: Some orders may ship from two different locations. You will receive an email with Tracking for each shipment separately.

Question 2

What is Redo?

Accepted Answer

Redo Package Protection offers customers the opportunity to insure their package. If your package is lost, stolen, or damaged during transit, Redo will cover the cost to replace the package or provide you with a refund. Additionally, with Redo Package Protection you also receive free returns if you decide to return your items. So by purchasing Redo Package protection you will get package coverage plus free returns. Returns outside of Package Protection pay a flat rate of $12 to return. Final sale items are not eligible for any returns, including free returns through Redo, but you can still purchase Redo Package Protection to file a claim for lost or damaged packages on final sale items.Redo Package Protection is an optional service. During the checkout process you can select or deselect the option to have Package Protection.

Question 3

Can I exchange an item?

Accepted Answer

You can exchange an item with a higher-price item or the same item with a different size. See detailed policy here.

Question 4

How do I Return or Exchange my order?

Accepted Answer

We happily take back any full price returns if you are not 100% satisfied with the item. All returns must be made within 30 days of the Ship Date and must be in the original condition with all tags. Returns that do not have the original tags attached are not able to be processed.We can only process returns for items purchased directly on our website. Returns for any items purchased from a boutique is subject to the boutique's return policy.If an item is damaged or incorrect, please email hello@wooden-ships.com before returning your order.To make a return or an exchange please visit our returns portal.Note - All SALE and CUSTOMIZED items are FINAL SALE. No Returns, Refunds or Exchanges.

Question 5

How long does it take to process a Refund?

Accepted Answer

Refunds are processed after the returned merchandise is received at the warehouse, inspected, and processed. Shipping to the warehouse can take up to 5 days. Inspection and processing require additional time. So please allow about 10 business days (not including weekends or holidays) from the day your return is shipped. We strive to process refunds as quickly as possible.

Question 6

What if an item is missing from my order?

Accepted Answer

Some orders may ship from different locations. Please check the paperwork included in your package to see if any items are shipping separately. If an item in your package is missing, please alert us right away by emailing hello@wooden-ships.com. You have 10 days from receipt of a package to report a missing item.

Question 7

Can I return a Customized Sweater?

Accepted Answer

No, customized sweaters are final sale and not-refundable. If DHL is unable to complete the delivery on a customized sweater, there will be a 15% restocking fee and $12 return shipping fee.

Question 8

What is Redo Package Pick-Up?

Accepted Answer

When submitting a return, you will have the option to select an at-home pickup for a nominal fee of $6-10. If you choose the pickup option, you will simply schedule a time and location (doorstep or mailbox) for UPS to pick up the package. For added convenience, you can reschedule or cancel your pick-up anytime. It's that simple.

Question 9

Can I drop off my return at a return bin or other unstaffed drop-off location?

Accepted Answer

No. If your package does not receive an initial carrier scan, we cannot process your return or exchange, and the package remains your responsibility. We will not be able to issue a refund or replacement for a return that the carrier never accepted into their system.

Question 10

What if I drop off my return and it never gets scanned?

Accepted Answer

Do not leave a package without a scan or without a scan receipt. If your package does not receive an initial carrier scan, we cannot process your return or exchange, and the package remains your responsibility. We will not be able to issue a refund or replacement for a return that the carrier never accepted into their system.

Question 11

Can I return items from multiple orders in the same package?

Accepted Answer

No, items from multiple orders cannot be returned in the same package. Each order must be returned using the prepaid shipping label provided for that specific order. We kindly ask that you create a new return request if you have multiple orders. We use the information printed on your shipping label to process your returns, so consolidating items from different returns will slow down the processing time for your refund or cause an error with your return. Additionally, the return label is formulated based on the weight of the items you're returning, so combining multiple returns can cause the package to be returned to you.

Question 12

What happens if I return a full-price sweater from an order that included sale items?

Accepted Answer

If you purchased Redo (Free Returns & Package Protection), your return will follow the standard process for the full-price item, and the $12 shipping fee for the sale items in your order will be deducted from your refund.If you did not purchase Redo, you will be charged the return fee, and the $12 shipping fee for the sale items in your order will also be deducted from your refund.

Question 13

What if I am unsure of my size?

Accepted Answer

We recommend ordering true to size. We only recommend sizing down in our oversized knits if you are in-between sizes. Each sweater is knit-to-order, we do not recommend ordering multiple sizes with the intention of returning. The models on our website all wear a size 6-8 and many product descriptions include Length and Width which we can also provide for you. Use our Size Chart for extra help!

Question 14

What does it mean when you say "pieces are knit just for me"?

Accepted Answer

We don't make any inventory. We "make-to-order", producing each piece only as we get an order for it. This does not mean pieces are "custom-made" (we don't customize fit), but it does mean that we greatly reduce the waste that most fashion manufactures create when they produce mass quantities that later need to be liquidated.

Question 15

Do you have any No Wool options? I have allergies!

Accepted Answer

Yes, we do, see our Cotton Blends collection!

Question 16

Why can't I find a style online?

Accepted Answer

Don't worry! It is probably going to be released soon. Feel free to email hello@wooden-ships.com for the planned release date! We will also send you a reminder for when this style goes live.Another reason may be that the style is from a past season. If that is the case, we will try to find you a similar style to order instead.

Question 17

What if the item I want is Sold Out?

Accepted Answer

We are here to help! Please enter your email in the box provided if an item is sold out in the color and size you are looking for. If this item comes back in stock, you will be the first to know!

Question 18

How do I store my new item?

Accepted Answer

Sweaters should be kept folded, never hung. As with all knits, hanging will cause the item to grow and will often result in stretch marks where the hanger sits at the shoulders.

Question 19

How do I wash my new item?

Accepted Answer

We recommend that you limit cleaning to spot-cleaning as needed. Because all knits will naturally wear from friction, we recommend that you wash your knitwear separately with minimal frequency in a laundry bag. Printed items will naturally wear faster when washed.On the rare occasion you do need to wash your sweater fully, please note that knitwear is best washed alone and in cold water. Choose your machine's Gentle or Delicate Cycle. After washing, lay your knit flat to dry and reshape it. We do not recommend hand washing or washing with other items, both of which cause extra friction.We only recommend washing with Woolite brand soap. For most of our knits, we recommend Woolite Gentle. For any Cotton knit containing dark yarn, we recommend Woolite Dark as dark inks are notorious for color transference and this gentle soap helps minimize that.

Question 20

What is my item made out of?

Accepted Answer

Please check out the description on each product page for yarn composition. Most Wooden Ships items are either 76% Acrylic - 12% Wool - 12% Mohair OR 60% Cotton - 40% Acrylic.

Question 21

What do I do if my sweater pills?

Accepted Answer

We use a combination of soft, luxurious yarns. Natural fibers, even of the highest caliber, have a tendency to pill. Pilling is removed simply with a de-pilling comb or shaver.

Question 22

Where is my item made?

Accepted Answer

All Wooden Ships items are made in the beautiful tropical island of Bali - the island of the Gods.Learn more about us.

Question 23

About how long does Shipping take?

Accepted Answer

Most goods take 8-9 days to arrive from our factory in Bali. However, if you ordered a Local Ship item, your order will be shipped by UPS from New Jersey. Local Ship item should arrive in 2-5 days with Free Ground Shipping, or in 2-3 days with Expedited Shipping.

Question 24

How much does Shipping cost?

Accepted Answer

Full-Price Sweaters: Free ground shipping applies when the order subtotal is $12 or more after discounts, promotions, and Reward redemptions are applied. If the subtotal is below $12 after these are applied, a flat $12 shipping fee will apply at checkout.Sale Items: A flat shipping rate of $12 applies per order.

Question 25

Why is my signature required to accept shipments from Wooden Ships?

Accepted Answer

DHL requires signatures for delivery of all international shipments. Please click on this link to manage the shipment as a guest (no account needed) and verify your identity by receiving a code on your cell phone. You will be able to manage delivery without a signature by choosing "Leave in a Safe Place". Package Protection does not apply if you waive the signature requirement for delivery.

Question 26

Why hasn't my order shipped?

Accepted Answer

We make-to-order! Each sweater is knit within 1-2 days after you place your order, then shipped from our factory in Bali. DHL takes an average of 8-9 days to deliver most shipments from Bali. DHL is unable to guarantee a delivery date. However, if you ordered a Local Ship item, your order will be shipped by UPS from New Jersey. Local Ship item should arrive in 2-5 days with Free Ground Shipping, or in 2-3 days with Expedited Shipping.

Question 27

Why am I receiving multiple shipments for the same order?

Accepted Answer

Orders will be shipped from one of our two warehouses, depending on availability. If your order includes multiple items, it's possible the items will come from different locations in separate packages. Track your Order here.

Question 28

Where is my Printed Invoice or Packing List?

Accepted Answer

In a continued effort to minimize waste, we no longer include a printed Invoice or Packing List with your order.Customers receive their invoice by email once the order has been shipped. This emailed Invoice serves as your final Invoice and Packing List.

Question 29

Do I get free shipping if I buy sale items with a full-price sweater in the same order?

Accepted Answer

Yes. Free Ground shipping always applies to full-price sweaters. Although sale items by themselves do not get free Ground shipping, an order that contains a full-price sweater will ship free even if it also contains sale items.

Question 30

Are there any additional tariffs or customs charges?

Accepted Answer

No. All applicable tariffs and customs duties are prepaid by the company.

Question 31

Why don't you ship to Canada?

Accepted Answer

We would love to ship to Canada, but DHL do not currently offer a program that allows us to feasibly ship a few sweaters at a time.

Question 32

What are WS Rewards?

Accepted Answer

WS Rewards is our way of thanking our many repeat customers by providing points that can be turned into rewards! Accrue points every time you shop with us. Earn points when you Like or Share our account on Facebook and when you Follow us on Instagram. Each 200 points is worth $10. A WS Rewards account is free and easy to use.Click here to join our rewards program

Question 33

How do I earn points?

Accepted Answer

For each dollar you spend on Wooden Ships products, you earn a point. Earn points when you Like or Share our account on Facebook and when you Follow us on Instagram. Each 200 points is worth $10.

Question 34

Why don’t I see the reward points from my recent purchase?

Accepted Answer

Reward points become available 20 days after your purchase. Once they are active, you can redeem them for a discount on your next order.

Question 35

How do I use my points?

Accepted Answer

When you have accrued 200 points, you will see a $10 Reward available to you at Checkout. If you have accrued 400 points, you will see $20. The increments are 200 points ($10). You simply click to apply that discount to your order. It's instantaneous!

Question 36

Do my points expire?

Accepted Answer

As long as there is any activity within 12 months, your points do not expire.

Question 37

Do orders using Reward points qualify for Free Shipping?

Accepted Answer

Orders using Reward points qualify for free ground shipping when the full-price order subtotal is $12 or more after discounts, promotions, and Reward redemptions are applied. If the subtotal is below $12 after these are applied, a flat $12 shipping fee will apply at checkout.

Question 38

How is my WS tier determined?

Accepted Answer

Your tier is determined by the number of points accumulated.

Question 39

How long do I keep my current Wooden Ships Rewards tier status?

Accepted Answer

Customers are placed into a tier for a minimum of 12 months based on the total spend within a 12-month period. You can move up from Insider to Inner Circle or VIP status at any time! Once you obtain a new tier level, you will remain in that tier for a minimum of 12 months.

Question 40

Can I combine my Rewards points with another discount code?

Accepted Answer

Discount codes and rewards cannot be combined in a single order. You are able to select the discount that gives you the most savings based on what you are planning to purchase.

Question 41

Can I use my Rewards points on sale items?

Accepted Answer

Unfortunately, Rewards points cannot be used on sale items. However, we have a large selection of full-priced items you can spend your points on.

Question 42

Can I use my Rewards points during a BOGO promotion?

Accepted Answer

Only one discount code can be applied per order. If you're shopping during a BOGO promotion, entering your Rewards discount will override the BOGO 50% off offer. We recommend using the discount that gives you the best value. Don’t worry—your rewards points never expire, so you can use them on your next order!

Question 43

What happens to my points if I return an item?

Accepted Answer

Your point balance will show a reduction equal to the point value of the returned merchandise at the time of purchase.

Question 44

How do I receive my Birthday Rewards?

Accepted Answer

To receive your birthday bonus, you must sign up for WS Rewards before your birthday month begins and be subscribed to marketing emails. Your code will be delivered at the start of your birthday month. If you sign up for the WS Rewards during your birthday month, you will receive your discount the following year.

Question 45

Can I earn points for past purchases before joining the loyalty program?

Accepted Answer

Purchases made up to 1 month before joining our loyalty program will earn points once you create an account. Guest checkouts and older purchases are not eligible. Join now to start earning!

Question 46

How can I get a Discount?

Accepted Answer

Enjoy a $10 discount on any full priced sweater by signing up for our mailing list. Discount is not applicable to customized sweaters. Discount codes expire after 90 days and cannot be re-issued. Don't miss out!You’ll also find other ways to save through our loyalty Rewards Program, Birthday Rewards, and Referral Program. See related FAQs for details, or visit our Rewards Page to explore more exciting programs.Enjoy daily savings in our Sale with limited quantity items!

Question 47

How do I get my welcome discount?

Accepted Answer

After you sign up, your unique discount code is sent to your email.Please check your inbox (and spam folder) and use that unique code at checkout.Discount codes expire after 90 days and cannot be re-issued. Don't miss out!

Question 48

Why isn’t the welcome discount working?

Accepted Answer

Please make sure:- You are using the unique code sent to your email (not a generic code)- Your cart includes at least one full-price item, non-customized item (sale items and customized items are excluded)- The code is entered correctly at checkout- The code has not expired. Discount codes expire after 90 days and cannot be re-issued. Don't miss out!If you’re still having trouble, feel free to contact us!

Question 49

I didn’t receive my welcome discount code — what should I do?

Accepted Answer

We send your unique discount code by email after you sign up.Please check your inbox and spam folder. If you still don’t see it, please contact us!If you have signed up before, a code cannot be sent.

Question 50

Does Wooden Ships ever go on SALE ?

Accepted Answer

Check out our SALE page for great deals! Act quickly since quantities are extremely limited and sell out quickly.Not loving what you see? Check back soon! New styles are added often.

Question 51

Can I use my discount code on sale items?

Accepted Answer

Just like rewards points, all discount codes can only be applied to full-price items. They cannot be applied to items already on sale.

Question 52

What forms of payment do you accept?

Accepted Answer

We accept major credit cards, PayPal, Apple Pay and ShopPay.

Question 53

How do I send a Gift Card I purchased? Do you send it for me?

Accepted Answer

Gift cards are emailed to you immediately upon purchase. To give the card as a gift, you simply forward the email you receive to anyone you like. The email provides the code needed to redeem the card.

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