Shipping policy
Thank you for shopping with Woolala. Most Woolala products are custom made specifically for your order. Please read this Shipping Policy carefully before placing an order.
Order Processing and Production
Most Woolala products are made to order. Production begins after your order is placed, payment is confirmed, and all required order details are available.
Please review your product selection, design, artwork, spelling, colors, print placement, sizes, quantities, and shipping address carefully before placing your order.
Changes to an order may not be possible once production has begun.
Estimated Delivery Time
Total delivery time includes both production time and shipping transit time.
Standard Shipping
Most eligible custom orders are estimated to arrive within approximately 7–14 calendar days after order confirmation.
Expedited Shipping
Expedited shipping may be available for eligible products, destinations, order quantities, and production schedules.
When expedited shipping is available and confirmed for your order, eligible orders are estimated to arrive within approximately 5–7 calendar days after order confirmation.
Expedited shipping is not available for every product, destination, or order type. It may be unavailable for orders that require additional artwork review, complex customization, high quantities, individual personalization, special production methods, or additional order confirmation.
The most current available delivery estimate and shipping option will be shown at checkout or confirmed during the Group Quote process when available.
All delivery dates are estimates only and are not guaranteed. Delivery timing may vary because of product availability, customization method, order quantity, artwork complexity, shipping destination, carrier operations, customs processing, public holidays, weather, and seasonal demand.
If you need an order for a specific event, team season, business launch, school activity, or other fixed date, please contact us before placing your order.
Shipping Origin
Woolala custom orders are produced and shipped from our partner facilities in China.
Shipping from China allows us to offer a broad range of customizable products and made-to-order options. Depending on the destination and shipping service, delivery may involve international transportation, customs processing, and handoff to a local carrier.
Shipping Destinations
Shipping availability depends on the shipping destination, selected product, and fulfillment capability.
Available shipping options will be shown at checkout whenever possible.
If you are placing a group, business, school, club, event, or multi-address order, please contact us before placing your order so we can review the available shipping options and estimated timing.
Shipping Methods and Costs
Available shipping methods and shipping costs are shown at checkout whenever possible.
Standard shipping is available for eligible orders based on the shipping destination, selected product, order quantity, package size, weight, and carrier availability.
Expedited shipping may be offered for eligible orders at an additional cost. The expedited option, estimated delivery timing, and applicable shipping fee will be shown at checkout or confirmed during the Group Quote process when available.
Expedited shipping is only available after Woolala confirms that the selected product, customization method, order details, production schedule, and delivery destination can support the requested timing.
We may update available shipping options if carrier services, destination requirements, product availability, or order details change.
Tracking Information
When tracking is available, tracking information will be sent to the email address used at checkout after your order has shipped.
Please allow time for carrier tracking updates to appear after a package has been handed to the carrier. Tracking scans, customs updates, and local delivery updates may not appear immediately.
You may also use the Track Order page on our website to check available shipment updates.
If you need help locating your shipment, please contact us with your order number and the email address used at checkout.
Split Shipments
Some orders may be delivered in more than one package.
This may happen when an order includes different products, products with different production schedules, items fulfilled separately, or products that require different shipping arrangements.
If your order is shipped in multiple packages, separate tracking information may be provided for each shipment when available.
Customs, Duties, Import Taxes, and Fees
International orders may be subject to customs duties, import taxes, VAT, customs clearance charges, carrier handling fees, or other destination-related charges.
Customers are responsible for all applicable customs duties, import taxes, VAT, clearance charges, carrier fees, and other destination-related charges imposed by the destination country, region, customs authority, or carrier.
These charges are not included in the product price or shipping fee unless explicitly stated at checkout.
Woolala does not control these charges and cannot predict their amount. Please contact your local customs office for more information before placing an international order.
Shipping and Customs Delays
While we work to provide reliable production and delivery estimates, delays may occur due to product availability, artwork clarification, production capacity, carrier delays, customs processing, weather, public holidays, peak seasons, incorrect address information, or other circumstances outside of our control.
Expedited shipping does not eliminate possible delays caused by customs authorities, carrier operations, weather events, incorrect address information, or other events outside of Woolala’s control.
Woolala is not responsible for delays caused by customs processing or carrier delays. However, if you need help reviewing your order or tracking information, please contact us with your order number and the email address used at checkout.
Incorrect or Incomplete Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please contact us as soon as possible if you need to update your shipping address. Address changes may not be possible after an order has entered production or has been shipped.
Woolala is not responsible for delivery delays, failed deliveries, returned packages, lost packages, or additional shipping costs caused by an incorrect, incomplete, or undeliverable address provided by the customer.
Undeliverable or Returned Packages
If a package is returned because of an incorrect address, failed delivery attempts, refusal of delivery, or unpaid customs duties or import charges, additional fees may apply before the order can be resent.
Because custom products are made specifically for each order, original shipping costs, return-to-sender charges, customs charges, and reshipping costs may be non-refundable.
Group and Business Orders
For group, school, club, event, or business orders, estimated production and delivery timing may depend on the final product selection, quantity, artwork, size breakdown, shipping destination, and order approval.
Please submit a Group Quote request if you need help planning a larger order, coordinating sizes, shipping to multiple addresses, requesting expedited shipping, or working toward a specific delivery date.
Contact Us
If you have questions about shipping, estimated delivery timing, tracking, expedited shipping, customs charges, or a group order, please contact us:
Aurora Express (HK) International Logistics Co., Limited
Trading as: Woolala
ROOM 2, 3/F Ruby Commercial Building
480 Nathan Road
Kowloon, Hong Kong
Email: support@woolala.com
For faster help with an existing order, please include your order number and the email address used at checkout.
