FAQ Frequently asked questions
FAQ
You have a question?
In our FAQ (Frequently Asked Questions) you will find answers to frequently asked questions. If your question is not listed, please use the contact form to get in touch with us. We endeavor to answer your question as quickly as possible. At the same time, you help us to constantly expand our FAQ.
Questions about Shipping and delivery
Where is delivery?
From this webshop we ship to Switzerland, Liechtenstein and Europe. For shipments to other countries please go to our EU Shop www.woolrex.com
For shipping within Europe, shipping costs may apply if the order value is less than 450 CHF. The shipping costs for an order value of up to 200 CHF are 30 CHF. From an order value of 200 CHF, the shipping costs are 20 CHF.
Please note: For international shipments, customs costs are incurred, which are borne by the customer (orderer). Any other country-specific taxes must also be borne by the customer.
Our product prices include Swiss VAT.
How long does delivery take?
We endeavor to process your order as quickly as possible. As a rule, the period from the receipt of the order to the handover to the shipping service provider is two days.
As soon as your package has been prepared for shipping, you will receive a shipping confirmation with the package number for tracking purposes.
Are all taxes and fees included in the prices?
Our product prices include Swiss VAT.
When ordering outside of Switzerland, customs or import fees may apply in the destination country. These costs are to be borne by the recipient. We have no control over these charges and cannot predict whether or how much they will be charged. Customs regulations vary internationally, so we recommend that you obtain information from your local customs office in advance.
What happens if I entered an incorrect delivery address?
If you noticed the error before your order was dispatched, please inform us immediately at kontakt@woolrex.ch so that your data can still be corrected if necessary.
If a package cannot be delivered and is therefore returned to us, all costs of the shipping service provider are at your expense. The costs will be offset against the order value, the remaining amount will be refunded to you.
questions about the order
Do I have to create a customer account to order?
No, creating a customer account is optional. It has the advantage that you can store your delivery address in it, so that you do not have to enter your data again for the next order. You can also view your order history in the customer account.
Can I pick up my ordered goods personally?
no Unfortunately this is not possible at the moment.
Can I add items to an order later?
Yes, as long as the order has not yet been processed. Please send an e-mail with your order number and information on the desired item to kontakt@woolrex.ch .
You can also simply place another order in our online shop up to 45 minutes after your first order. Our system then automatically combines orders with the same delivery address.
Questions about exchanges and returns
Can I cancel my order?
If you would like to cancel your order, please contact us at kontakt@woolrex.ch .
If your order has already been dispatched, you must return the items to us in their original condition - unused, unopened and in the original packaging - before we can issue a refund.
Are returns free?
Unless it is a return of faulty or damaged goods, the costs of the return are at your expense. In addition, you then have to bear the costs of CHF 29 incurred by us with the return, which we will deduct from the refund.
What is the return policy?
In general, returns can be sent within 14 days of receipt via any courier of your choice. The costs for the return must be borne by you as the buyer. In addition, you have to bear the costs of 29 CHF incurred by us with the return.
You are only entitled to a return if the goods are in the same condition in which you received them. This means unused, with all tags attached and in the original packaging.
Your return must include a letter with the following information:
I hereby revoke the contract I have concluded for the purchase of the following
Products:
Order number:
Surname:
Address:
Signature:
Date:
Please send your return to:
Alpantex GmbH
Poststrasse 12
CH-8700 Küsnacht ZH
As soon as your return has reached us and we have accepted it, we will refund you the amount of the refund (value of goods minus shipping and return costs) as quickly as possible (at the latest within 14 days after receipt of the return) according to your chosen payment method. Please note that the
Transfer back from your bank or credit card company may take some time.
To which address should returns be sent?
The address for returns (exchanges or returns) is:
Alpantex GmbH
Poststrasse 12
CH-8700 Küsnacht ZH
In this context, please note our return policy.
When can I return something?
We accept returns that are returned within 14 days from the date of delivery to the date of dispatch (visible on the postmark).
In this context, please note our return policy.
How do I get my payment refunded?
As soon as your return has reached us and we have accepted it, we will refund you the amount of the refund as soon as possible (at the latest within 14 days after receipt) according to your chosen payment method.
Please note that the transfer back from your bank or credit card company can take some time and we have no influence on this.
In this context, please note our return policy.
What do I do if the goods are faulty or damaged?
If your order is faulty or damaged, please send an email to kontakt@woolrex.ch immediately to agree on how to proceed.
Questions about Woolrex products and merino wool
What is the advantage of merino wool?
Merino wool offers a number of benefits, including:
- Heat Insulation: Merino wool is a natural heat insulator that ensures that body heat is retained and the cold is kept out.
- Moisture Management: Merino wool is able to absorb moisture from the skin and allow it to evaporate, reducing sweating and keeping the skin dry.
- Odor-Resistant: Merino wool has natural odor-fighting properties, which means clothes need to be washed less often.
- Hypoallergenic: Merino wool does not contain lanolin, making it suitable for people with sensitive skin.
- Durable and easy to care for: Merino wool is very strong and can last a long time if cared for properly.
Are Merino wool products suitable for all babies?
Merino wool impresses like no other natural material with advantageous properties. It hardly absorbs dirt and odors, is breathable, temperature-regulating, self-cleaning and antibacterial.
The material supports the regulation of body temperature in both summer and winter, which is particularly valuable for babies, as they are not yet able to do this on their own.
How do I find the right size?
See our size guide.
to help you make the right purchase decision
The following size table should help you to find the right size for your WOOLREX product.
The size for baby and children's clothing is based on the length of the child's body. With a body size of 53 cm, clothing size 50-56 should be selected.
The age information given in the size table is only to be understood as a guide and represents a general average ratio of age to size.
For birth gifts, we recommend size 62-68 if the height of the newborn is not known.
The rule of thumb for baby sleeping bags is the following calculation:
Body length - head length +10 cm = sleeping bag length
Size Chart
| clothing size | age | Height | sleeping bag length |
|---|---|---|---|
| 50-56 | 0-3 months | 50-56cm | 60 cm |
| 62-68 | 0 – 6 months | 62-68cm | 70 cm |
| 68-80 | 6 – 12 months | 68-89cm | 90 cm |
| 80-98 | 12-18 months | 80-101cm | 110 cm |
| 98-116 |
3 - 6 years |
101 - 116 cm | 130 cm |
The natural fiber merino has natural elasticity. This effect can be intensified with an appropriate knitting technique. This is also the reason why baby clothes made of merino wool can be worn for a relatively long time and the child does not outgrow the clothes quite as quickly.
Long sleeve shirts / sweaters
We give the age as a guideline. The wool in combination with the weave has a slight stretch effect, which is why the shirts are rather large. In the following table you will find the respective sizes as well as the dimensions for the sleeve length (each measured from the middle of the neck), the chest circumference, the hip circumference and the back length.
| AGE | DRESS SIZE | BODY LENGTH | CHEST | HIPS | SLEEVE | MOVE |
| 2 | 92 | 87 - 92CM | 52CM | 48CM | 40CM | 37CM |
| 3 | 98 | 93 - 98CM | 54CM | 51CM | 44CM | 41CM |
| 4 | 104 | 99 - 104 cm | 56CM | 53CM | 50CM | 45CM |
| 5 | 110 | 105 - 110 cm | 58CM | 55CM | 53CM | 46CM |
| 6 | 116 | 111 - 116CM | 60CM | 57CM | 56CM | 47CM |
| 7 | 122 | 117 - 122 cm | 62CM | 59CM | 59CM | 50CM |
| 8th | 128 | 123 - 128CM | 64CM | 60CM | 62CM | 53CM |
| 10 | 140 | 135 - 140CM | 68CM | 64CM | 68CM | 58CM |
| 12 | 152 | 147 - 152CM | 72CM | 68CM | 74CM | 62CM |
| 14 | 164 | 159 - 164CM | 76CM | 72CM | 78CM | 66CM |
Do I have to pay attention to something when doing the laundry?
Pure merino wool products do not need to be washed often. A simple airing out is usually sufficient.
If washing is necessary, this can be done either by hand or in the machine at up to 40 degrees.
For machine washing, the spin speed should not exceed 60 revolutions. Select the delicate, hand wash or wool wash program.
When washing, close all zips to prevent the wool from pulling threads. In addition, a laundry net should be used to protect the laundry.
Please use a special detergent for wool (e.g. Perwoll ) or a shampoo as detergent. Do not add hygiene or fabric softener when washing. Even special detergents for babies (e.g. Filetti Sensitive) are not suitable for merino wool!
When washing by hand, it is important to ensure that the item of laundry is neither vigorously scrubbed nor wrung.
Please do not dry merino products in the dryer!
Why can't I use my baby detergent for washing wool?
All detergents have an alkaline effect, even if they are labeled “gentle” or “sensitive”.
Wool is an animal fiber and - like human skin - has a low pH value. Therefore, a wool detergent is characterized by an acidic to neutral pH value in order not to dry out and destroy the wool fiber.
The wool fiber can also be compared to human hair. Therefore you can also use a shampoo for washing wool.
Why does ironing loosen the label?
With our baby clothes we have incorporated the label using so-called "heat transfer" technology. These labels are fully recyclable and have the advantage of not being scratchy. However, the labels are sensitive to heat! Therefore, the garment must not be ironed in the label area. Drying it in the dryer would also solve it.