Wollerei - Premium Yarns made in Europe
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Wollerei FAQ

We have provided a list of answers to questions we frequently receive regarding our online store.
If you don’t see the answer to your question here, feel free to contact us.


Wollerei - Company and Product Line

We are a pure online store, but we have a salesroom in Wiener Neustadt:
Wollerei - Grazer Straße 90/1 - (alternative entrance via Hauptplatz 24 through the courtyard) - 2700 Wiener Neustadt

Our opening hours:
Tuesday from 9 to 13
Thursday from 15 to 19 pm

If you would like to come by on another date or pick up your order, just call ahead at 0699/10330775!

The highest goal is and remains the protection of customers and employees. Therefore, we ask you for consideration and compliance with the minimum distance of 1 m and the wearing of a FFP2 mask.

Parking possibilities: Parking garage Hauptplatz Garage in the Ungargasse or in the short term parking zone in the city center (free of charge from 4:30 p.m.)

Instead of the Grazer Straße, you can also enter the Wollerei directly from Hauptplatz 24 through the courtyard. A little hidden in a residential building, you will find the entrance right on the mezzanine.

More information and map

Yes, we regularly organize workshops in our sales and seminar room in Wiener Neustadt.
All info and dates on our workshop page (German only):
www.strickworkshops.at

On this website you can also register for a workshop
During the workshops the 3 G rule applies: vaccinated, tested or recovered. Should the pandemic situation require it by this time, a FFP2 mask must be worn during the workshop. Information on the schedule will be provided after a binding registration for the workshop.

To be informed about our current dates and events in Wiener Neustadt, subscribe to our Wollerei Workshop Newsletter.

We have compiled all the information about us and our history here:
a short history of Wollerei

For 12 years Rowan yarns and magazines were an important part of our assortment and we could always make sure to supply you with the needed colors and quantities for your desired design fast and reliable. Unfortunately, due to enormous restructuring in the distribution of Rowan, we are no longer able to do this since 2020.
We no longer order Rowan yarns or Rowan instruction booklets from the manufacturer and we no longer include Rowan novelties in our program. In the meantime Rowan sells the yarns and booklets also directly over the own Rowan Website, there you can order Rowan directly from the manufacturer.

All our remaining stocks of Rowan yarns can be found at greatly reduced prices here.
Also still in stock are numerous Rowan magazines, Rowan instruction booklets and Kim Hargreaves booklets.

Wollerei - Payment Options

We offer the following payment options:
• Credit Card (VISA, Mastercard, American Express)
• PayPal
• SOFORT Banking
• Amazon Pay
• Moneyorder

Find more information about these payment options here.

No, we do not offer cash on delivery.

No, we only deliver after prepayment.
If you do not want to use credit card, PayPal, SOFORT Banking or Amazon Pay, choose moneyorder as payment method and complete the order. Moneyorder is only available for countries which use EURO as currency. In your order confirmation email you will find our bank details. Transfer the amount to us (order number as reason for payment) and we will process your order after receipt of payment.

Of course. Choose moneyorder as payment method and complete the order. Moneyorder is only available for countries which use EURO as currency.
In your order confirmation email you will find our bank details. Transfer the amount (order number as reason for payment) and we will process your order after receipt of payment. Please make sure that you really complete the order before you transfer anything to us, otherwise we can not make a connection to an order. Alternatively you can of course choose SOFORT Überweisung as payment method if available in your country.

No, we do not charge any fee for any payment option. All our payment methods are completely free for you.

No, credit card payments are processed via the Braintree gateway completely independent from our store.
We only receive a confirmation from Braintree to inform of success or failure of a transaction, but we do not receive the credit card data itself.
So we do not store any credit card information, in fact - our own staff can't even see it.

No, we are not interested at all in your credit card information and accept credit card payments during the online store checkout process only.

Verified by Visa and MasterCard SecureCode are programs offered by Visa and MasterCard to cardholders in order to help prevent unauthorized use of Visa and MasterCard cards online. If you, or your bank, are enrolled with Verified by Visa or MasterCard SecureCode, you might be asked to answer a security question to confirm your identity before you can complete your purchase with your Visa or MasterCard card. If you have further questions about Verified by Visa or MasterCard SecureCode, please contact your bank for more information.

Wollerei - Prices and Discounts

No, for customers outside the European Union no VAT is charged.
Please login to your account before browsing and ordering and you will see net prices if your shipping address is outside the European Union.
If you are outside the European Union please note that your packages may be subject to the customs fees and import duties of the country to which you have your order shipped. These charges are always the recipient's responsibility and we do not have any information about customs fees and import duties.

No, for companies with valid VAT ID outside Austria within the European Union no VAT is charged. There is no need to refund the VAT later as the store will not charge it, you will see net prices in the checkout. Please make sure that you create an account or login to your account and save your VAT ID there before you order.
To use a VAT ID a customer account is required, so please do not checkout without account.

We are not doing wholesale and do not offer general discounts for customers with business licenses.
Customers who reach high order values already benefit from our Wollerei Loyalty Discount:
If you order at least 500 € (net) within one year, you will receive for every order a loyalty discount of 2%!
If you order at least 700 € (net) within one year, you will receive for every order a loyalty discount of 3%!
If you order at least 900 € (net) within one year, you will receive for every order a loyalty discount of 5%!
If you order at least 1200 € (net) within one year, you will receive for every order a loyalty discount of 6%!
If you order at least 1500 € (net) within one year, you will receive for every order a loyalty discount of 8%!

If you plan to order very large quantities please contact us, we will then check if there are any other special conditions possible for you.

Regular customers have more advantages!
Your loyalty discount depends on the amount of your current order and the orders you made during the past 12 months.
Loyalty discounts do not apply to special offers.
The discount is immediately deducted from your purchase when the limit has been exceeded. :
If you order at least 500 € (net) within one year, you will receive for every order a loyalty discount of 2%!
If you order at least 700 € (net) within one year, you will receive for every order a loyalty discount of 3%!
If you order at least 900 € (net) within one year, you will receive for every order a loyalty discount of 5%!
If you order at least 1200 € (net) within one year, you will receive for every order a loyalty discount of 6%!
If you order at least 1500 € (net) within one year, you will receive for every order a loyalty discount of 8%!

Please note that a customer account is required to participate in this loyalty program, so please make sure that you do not checkout without account.

No, we do not offer such a first time buyer discount.

Wollerei - Shipping and Order Tracking

Please refer to our shipping costs page for the details of the costs associated with various countries and shipping carriers.
This shipping info page is linked as well at every product in the store.

Yes!
EXPRESS shipping is only offered for orders with a maximum weight of 15 kilogram. As EXPRESS shipping is a pure airplane service, the costs depend on weight and size/volume of a parcel. The calculated shipping weight for your order is shown in your shopping cart before you select an shipping option. Please note that EXPRESS shipping means EXPRESS transit times. It does not necessarily mean, that if you order today you will get your parcel tomorrow or after tomorrow. We will ship your order within the delivery times indicated at every product ("ready to ship in xxx days"). But the shipping itself is much much faster. While the transit time e.g. for the US with normal shipping is up to 15 business days, the transit time with EXPRESS shipping is 2 business days only! Especially outside Europe please expect longer transport times as indicated due to the current COVID-19 pandemic. We have no influence on the transport time, these are not normal times!

Please refer to our EXPRESS shipping costs page for all details about Wollerei EXPRESS shipping.

We ship insured and trackable only. We could not guarantee anything if we would ship with an uninsured and untrackable letter. Most magazines can be shipped only as parcel due to weight and size anyways.

Please login to your customer account to be informed about the status of your order. If you checked out without an account, your order confirmation email provides a link to verify the order status using order number and email address. Please check your emails for our order status update emails. Check your spam folder as well.
In your order history in your customer account or in our emails, you may see the following order statuses:

Waiting for payment
You did choose moneyorder as your payment method and we did not receive your payment yet. We do not process your order before we have received your payment.

payment received - in progress
We are processing your order

Products ordered from the manufacturer - awaiting delivery
All or some products of your order were not in our stock so we did order them from the manufacturer. Depending on the product this can take some business days as indicated at every product in the store.

Delay in delivery from the manufacturer
The manufacturer could not deliver the product by the specified time. In this case we will contact you and offer alternatives or part deliveries.

Cancelled
We cancel orders made with payment method moneyorder, if we do not receive a payment after 2 weeks.

SHIPPED
We have given your parcel to the carrier. In your order history in your customer account you will find a tracking link to track your parcel anytime. We also have sent you this tracking information via email. Watch out as well for emails from DHL, DPD or GLS for additional tracking and delivery options.

Wollerei - Gift Certificates

Wollerei gift vouchers you can order normally as other items of our store. You can find them in the category Gift Certificates. Our gift certificates are purely digital, nothing is sent. You buy a credit, so to speak, which you then give to someone else.
Please note that ordering and redeeming gift certificates is only possible with a Wollerei customer account. Therefore, log in before ordering or create a customer account in the course of ordering. Once the order of a Wollerei Gift Voucher is completed, the value will be credited to your personal Gift Voucher Account. We will inform you about this by email. In your personal shopping cart and in your customer account you will see the available balance of your gift certificate account. In addition, a link appears with which you can then forward the credit to friends and acquaintances by email.

To send a gift voucher, you only need to go to our Gift Vouchers - Shipping page. You will find the link for this in your personal shopping cart and in your customer account.
When sending a gift certificate, you must then specify the following data:
the name of the person to whom you want to send the gift voucher
. The email address of the person you want to send the gift certificate to
. the amount you would like to send (NOTE: you do not have to use the entire amount of the gift certificate account.)
a short message to the recipient
To avoid errors, please make sure you have entered all the information correctly. You will have an additional opportunity later to review your information before sending the gift certificate.

If your Gift Voucher Account has credit, you can use it to buy other items in our store. During the ordering process, an additional input field will appear.
. Please enter there the amount you want to withdraw from your Gift Voucher Account.
. Please note that if you want to enter a non-round amount, do not use a comma, but a period. So 10,50 euros would be entered as 10.50!
If the order value exceeds the balance in your Gift Certificate Account, you can choose the payment method you would like to use for the difference.
. If the order value is less than the balance in your Gift Certificate Account, the remaining balance in your Gift Certificate Account will of course be available for further purchases.

When receiving a gift voucher by email, it will tell you the sender, the value of the gift voucher, and a short message from the sender. The e-mail also still contains the gift certificate with a voucher code.
. We recommend that you print out your gift certificate for later use.

You can now redeem your gift certificate in two ways:

By clicking on the link included in the email, which will take you directly to the gift certificate page. In order for this gift certificate to be valid, if you do not already have one, you will need to create an account with our store. Once you have successfully registered, the funds from your Gift Certificate will be transferred to your personal Gift Certificate Account. From now on you can use this credit for your purposes.

During the checkout process, you can also enter the gift certificate code on the page where you specify your payment method. Enter your personal voucher code and finally click on "Redeem". After a quick check to see if the code you want to redeem is valid, the funds will be added to your personal Gift Certificate Account. From now on you can use the amount for your purposes.

For any queries regarding the Gift Certificate System, please contact the store by email at shop@wollerei.at. Please make sure you give as much information as possible in the email.