Frequently asked questions

FIND US

  • • wolvis is available at our webshop, at the • wolvis studio in Ghent, as well as at our carefully selected retailers and their stores/websites.

    You can find a complete list of our retailers by going directly to our store locator.

  • You’re more than welcome to stop by at the • wolvis studio (Tapuitstraat 9, Ghent) to try on your favourite pieces.

    The studio can only be visited by appointment. Please contact info@wolvis.be to schedule your appointment. See you soon!

Care & repair

  • Yes, you can!

    However, it doesn’t require frequent washing. You can easily refresh your • wolvis by letting it blow the wind for a while. If you prefer to machine wash your piece, please use the wool wash program and a mild laundry detergent. Don’t use fabric softener. Let your knit dry flat, so it retains its shape.

    You can find a more in-depth article on how to provide your • wolvis with the best care in our journal.

  • When you don’t wear your • wolvis, snuggle it around a piece of cedar wood, store it in a cotton totebag or closed box and let it hibernate in your closet.

    Why cedar wood? Moths like merino wool just as much as you do, but they hate the smell of cedar wood.

  • Loose stitches or a broken thread in your beloved
    • wolvis? No worries, we take care of it!

    Just contact info@wolvis.be, we will see what we can do for you.

    PS: We’re currently working on an in-depth repair guide with tutorials. More news coming soon!

Gift cards & Gift wrapping

  • Yes, we offer both digital and physical gift cards. Both digital and physical gift card purchases are non-refundable.

    Did you know you can purchase a physical giftcard online and send it directly to the lucky recipient?

  • Yes, we offer gift wrapping! Just add a gift box to your order. Please note if there are multiple items in your cart, the items will not be wrapped individually.*

    *If you would like to have several items packaged individually, add more boxes to your order and let us know what should go in which box by leaving us a message in the "add a note to your order" field at check out or contact info@wolvis.be.

  • Usually our shipping packaging does contain our logo or other branding.

    However, when you are buying a gift for someone in your household and don't want to ruin the surprise with branded shipping packaging, just let us know in the "add a note to your order" field at check out or contact info@wolvis.be and we will make sure to pack your order discreetly.

Pre-orders

  • At • wolvis we choose to work with a small family owned knitwear factory, focusing on quality over quantity.

    We don’t believe in over production which means we place small orders on a regular basis. With limited orders placed, some of our favorite pieces are often out of stock – until now.

    By placing a pre-order, you can purchase an item before it’s arrived at the • wolvis warehouse. Once it arrives, we will ship it directly to your door. The added bonus? You won't miss out on your favorite pieces!

  • The estimated arrival date is noted on the product page. Once the product has been received in our warehouse, your order will be prepared for shipping or pick up as soon as possible, usually the same day. You will receive a shipping or pick-up confirmation once your order is ready.

  • Any order that includes a pre-order item will not ship until all items are available, unless otherwise noted.

    When you’d like to receive the in stock items sooner, please contact info@wolvis.be. Please note, that there may be an additional shipping charge.

  • We do our best to meet our estimated arrival dates, however due to our small and local production, there can be delays from time to time. If there has been a delay with your pre-order, you can expect an email from our customer service team with an updated delivery date.

pick up

  • Yes, you can! Just select the pick up option at checkout.

    When?
    You can pick up your order on Tuesdays and Thursday between 13:00 and 19:00.

    Where?
    Tapuitstraat 9, 9000 Gent
    Your order will be waiting for you in the wooden shelf in the entrance hall of our building (MAAKET).

  • Your parcel will be waiting for you in the wooden shelf in the entrance hall of the MAAKET building, near the Wiedauwkaai (Tapuitstraat 9, 9000 Ghent).

    As soon as your parcel is packed, you will receive an e-mail with all practical information as well as a personal access code to unlock the door of the building.

    Please not, orders can only be picked up on Tuesdays and Thursdays between 13:00 and 19:00.

  • You can pick up your order every Tuesday or Thursday between 13:00 and 19:00.

    When all items in your order are in stock, your parcel will be prepared for pick-up at the earliest scheduled pick-up time (cfr. Tuesday or Thursday).

    We will notify you by e-mail as soon as your parcel is packed and ready for pick-up.

  • For logistical reasons, it is not possible to request a personal pick-up time. Ask someone else to come and collect your parcel or pick it up the following week.

  • No worries, we will safely put your parcel back in our office and place it back on the pick-up shelf next week. So you can just come round at a later pick-up time (cfr. Tuesday or Thursday).

SHipping

  • Delivery costs are determined as such:

    Belgium
    • Orders above €500: Free shipping
    • Orders under €500: Delivery costs of €6,50

    The Netherlands, Luxembourg, France & Germany
    • Orders above €500: Free shipping
    • Orders under €500: Delivery costs of €9,50

    Austria, Czech Republic, Denmark, Estonia, Hungary, Ireland, Italy, Latvia, Lithuania, Poland, Portugal, Slovenia, Slovakia, Spain, Sweden & Switzerland
    • All orders: Delivery costs of €19

    Bulgaria, Finland, Greece, Croatia, Romania and Serbia
    • All orders: Delivery costs of €29

    Cyprus & Norway
    • All orders: Delivery costs of €59

    For orders with delivery to countries not listed above, please contact info@wolvis.be.

  • We ship orders twice a week. Usually on Tuesday and Thursday.

    Estimated delivery time:

    Belgium
    • Between 1 and 3 business days.

    Other destinations in Europe
    • Between 2 and 7 business days.

    Find out more about our shipping policy here.

  • DPD: Yes, the tracking order will be sent to you once the order is fulfilled. You can follow your order closely using the DPD track & trace portal.

    Local Delivery (CargoVelo): No, unfortunately not. But we’re working on it!

  • Once we receive your return, all goods will be inspected. Articles must be returned undamaged and with their labels attached. Any item in unsuitable condition will be not be refunded.

    A refund of the returned goods will be made within 14 days counted from the day we received your package. The refund will be made via the same payment method used to make the purchase. Shipping costs are on your expense and will be subtracted from your refund.

    Since we are not responsible for any items that are sent to us in error, we recommend using a postal service that insures the value of your returned products or gives you a proof of posting.

Returns & refunds

  • At • wolvis, we strive to always deliver the highest quality. If, despite all our quality controls, an item appears to be faulty, please contact info@wolvis.be.

    It would be great if you could provide us with the following information:
    • your order number
    • a description of the problem
    • image(s) of the faulty item

    • wolvis will cover the return fees by providing you with a pre-paid return label.

  • We pack all your orders with great love and care, however sometimes an error can occur, for which we sincerely apologize.

    Please contact info@wolvis.be

    • wolvis will cover the return fees by providing you with a pre-paid return label.

  • You can return your order within 14 days of receipt. The articles must be returned undamaged and with their labels attached.

    Find out more about our return policy here.

  • Returning your order is not for free, even when your initial shipping cost was free.

    Returning costs are determined as such:

    • €6,50 in Belgium
    • €9,50 in Austria, Czech Republic, Denmark, Estonia, Finland, Germany, Hungary, Italy, Latvia, Lithuania, Poland, Slovenia & Sweden
    • €29 in Greece, Spain, Portugal, Bulgaria and Romania
    • €59 in Cyprus, Norway & Switzerland

    Find out more about our return policy here.

  • A refund of the returned goods will be made within 14 days counted from the day we received your package. The refund will be made via the same payment method used to make the purchase. Shipping costs are on your expense and will be subtracted from your refund.

    Find out more about our refund policy here.

  • Shipping costs will only be refunded if you have received:
    • a different product from the one you ordered
    • a damaged product.

Did you not find the answer you were looking for on this page? No worries, send your question to info@wolvis.be and we’ll be more than happy to help you!