Frequently Asked Questions

Of course, we hope you are delighted with your purchase, but if you are not, you can return any item within 30 days of receipt, provided the products are returned complete, in perfect condition, unused, unwashed and with their original packaging.

MADE TO ORDER & BESPOKE PRODUCTS

Please note that for customised orders and made-to-order products we can only process refund requests when the item or product received is defective or faulty. This includes but is not limited to:

• made-to-order customised beanbags
• custom pouffes
• shearling cut-to-size
• made-to-order footstools
• custom-made rugs

At Wildash London, we understand the importance of ensuring that every detail of your bespoke or custom-made product is just right. To assist you in making the perfect choice, we highly recommend requesting a swatch before placing your order. This way, you can be confident that the material and colour meet your expectations.

Before finalising your bespoke or custom-made order, we also advise measuring your space carefully to ensure that the item will fit seamlessly into your home.

Should you find the need to return a made-to-order item, we kindly ask that you reach out to us at woollies@wildashlondon.co.uk within 14 days of receiving your order. Please note that in such cases, a deduction of 20% will be applied to your refund to partially cover the costs incurred by us in the creation of your custom item.

We appreciate your understanding and are committed to ensuring your satisfaction with every Wildash London purchase.

PERSONALISED PRODUCTS

Unfortunately, we cannot accept returns for personalised products. In the very unlikely event you are dissatisfied with your product, please get in touch with us immediately at woollies@wildashlondon.co.uk to explain what went wrong and try to resolve the issue to satisfaction.

With the exception of faulty and damaged goods we are not responsible for the return postage and do advise that you obtain a certificate of postage in case the parcel fails to reach us.

Once returned items have been received, a full refund will be issued to the payment method originally used to purchase the items.

We want to make your return process as smooth as possible. Here’s what to expect once your item is on its way back to us:

Tracking Your Return

Once your return has been dispatched, you will receive an email with a tracking link. This allows you to monitor its journey back to us.

Processing Your Refund

• Once we receive your parcel, please allow up to 10 working days for our team to process your return.
• Refunds are processed in the order they are received.
• You will receive an email confirmation as soon as your refund has been issued.

When Will You Receive Your Refund?

• Once processed, refunds typically take 5-7 working days to appear in your bank account or on your credit card, depending on your payment provider.

Need Help?

If you haven’t received a refund confirmation email within 14 days of returning your item, please get in touch:
📩 Email: woollies@wildashlondon.co.uk
📱 WhatsApp: +44 (0)7545 697032

We’re always happy to help!

We take great care to ensure the quality of our products, but in the rare event that you receive a defective item, follow these steps:

• 📸 Take clear photos of the defect, ensuring the issue is visible.
• 📩 Contact our support team with your order details and photos.
• 🔄 We’ll assess the issue and determine if your item is eligible for a replacement or refund.

Reach out to us on chat, at woollies@wildashlondon.co.uk or via WhatsApp at +44 7545 697032, and we’ll assist you as quickly as possible.

We are more than happy to issue refunds, which will either go back onto the original payment used when the purchase was made, or can be issued as store credit. Whichever you prefer.

Please note we are not able to refund any postal charges unless the order you received was faulty or damaged (please see below for further details).

We are now also able to offer exchanges for orders placed online. Please get in touch with your requirements!

Any in store purchases are eligible for return for a 30 day period from purchase date. You can choose either to bring in your purchase or back to our store in Notting Hill or ship your return to our Returns Department.

Your refund will go back onto the original payment method used when the purchase was made, or can be issued as store credit. Whichever you prefer.

RETURN TO STORE - FREE

You can return an item to our store in Notting Hill (if retail outlets are open!). Please note we are currently open at the moment by appointment only so please get in touch to make an appointment ahead of coming in to avoid disappointment! It is best to have your receipt or confirmation email with you, but often we can process a refund without a receipt. If you are in any doubt, please get in touch before coming down to see us.

RETURNS BY POSTAL SERVICE OR COURIER

We provide an easy online returns service that can be found here: Return an Item

To ship your purchase back to us, please ensure you complete and enclose your returns slip with the items you are returning or use the above link. Please also include a telephone number and email address just in case we need to contact you about your return.

You are welcome to use any service to ship your parcel back to us. Please note that unfortunately, we only currently provide prepaid shipping labels for damaged or faulty items, so any shipping method you choose will be payable by you.

Please ensure your keep a copy of your proof of postage (take a picture of your receipt on your phone!), as we are only responsible for the return once it has been received back to us.

If you do not have your returns slip, please include a letter in your parcel with the following information:

Full Name
Order Number
Address
Email Address
Telephone Number
What You Are Returning & Why

Please ensure your items are wrapped well and ship your items back to the following address:

Returns Department
Wildash London
2-4 Exmoor Street
London, W10 6BD

We will let you know by email or text message as soon as we have processed your return. Please bear in mind we are a small family run business, so it can sometimes take a few days for us to process your return. Thank you for you understanding!

For further information about our Returns Policy, please check out the Returns Section in our FAQ.

Whether exercising your legal right to cancel, or returning a product under our returns policy, you do not have a right to return the following/cancel any order that has been made to your unique specification, or that has been personalised for you and approved by you, unless the product has been delivered damaged.

Items that cannot be returned include:

• Personalised products including height charts, photo frames, personalised coat hooks
• Custom made sheepskin products
• Products that have been washed or treated against the advice of Wildash London's recommended instruction

If you return an item outside of the 30-day returns period, we can still accept a return, but you will be issued with a store credit, which can be applied against any future order. Please bear in mind these returns are processed by our returns team and as a small family run business, can sometimes take a few days longer to process. If you are at all concerned, please don't hesitate to reach out to us at woollies@wildashlondon.co.uk 

We aim to get your order to you as quickly as possible, but we are a small family-run business so bear in mind we are not able to be as quick as some of those big players out there! Delivery times depend on the type of product you’ve ordered:

Stock Items

✔ In Stock & Ready to Ship: Ships immediately or within 2-3 days if Free Shipping was selected at checkout

Pre-Order Items

✔ Temporarily Out of Stock? If you’ve pre-ordered an item, it will be shipped via next-day service once it arrives at our unit. Most pre-orders ship within 2-3 weeks from the order date.

Made to Order Items

These are carefully crafted just for you and typically take 2-3 weeks to manufacture. This applies to:

• Non-stock beanbags & pouffes
• Large sewn sheepskin rugs & throws
• Framed & mounted Suzani textiles
• Custom and contract orders

Production times may vary during busy seasons, but we’ll keep you updated on any delays. If you need your order by a specific date, let us know and we’ll do our best to accommodate!

Custom Orders

Items requiring bespoke design and approval, such as:

• Lined shearling throws
• Large custom-sized sheepskin rugs

These usually take 2-3 weeks, but can take up to 6 weeks, depending on the design, size and time of year.

A Note from Us

As a small family business, we take pride in creating high-quality, long-lasting products. While we do everything possible to stick to timelines, occasional delays can happen. We appreciate your patience and promise to keep communication open every step of the way!

If you have any questions about your order, feel free to reach out to us at woollies@wildashlondon.co.uk

We understand how frustrating it can be when a parcel doesn’t arrive as expected. If your order is missing, here’s what to do:

• Check Your Tracking – Carrier tracking provides real-time updates on your package’s whereabouts. You can find your tracking details in your shipping confirmation email.

• Look for Delivery Updates – Sometimes carriers mark packages as delivered a little early. Check with neighbours, in safe places around your home, or at your local delivery office.

• Still No Luck? – If your parcel is delayed, stuck in transit, or hasn’t been delivered, get in touch with our support team at woollies@wildashlondon.co.uk or via WhatsApp (+44) 7545697032. We’ll be happy to assist with the next steps.

We offer a range of delivery options to suit your needs. Please check below for details on our UK shipping services:

Standard UK Delivery – FREE

• Free delivery on orders over £75 (excluding height charts)
• Delivery takes 5-7 working days
• Service available Monday – Friday

Express Next Day UK Delivery – £7.95

• Order by 2pm for next working day delivery
• Customers in the Highlands & Islands may experience delivery times of up to 2 working days
• Service available Monday – Friday

Express Same Day Delivery – London (Zones 1 & 2)

• Available for in-stock products only (not made-to-order items)
• Orders must be placed by 12:00pm (midday) for same-day delivery
• Orders placed after 12:00pm will be delivered the next day
• Service operates 7 days a week, including weekends

Saturday Delivery Service – £12.95

• Order by 2pm on Friday for Saturday delivery
• Gift Wrapped Items: Order by 2pm on Thursday
• Not available for remote postcodes
• Signature required upon delivery

For any further delivery inquiries, feel free to contact our team at woollies@wildashlondon.co.uk

We ship worldwide! Delivery times and charges vary based on location. Please review the details below:

Standard International Delivery

• Europe: 2 - 9 working days
• USA: 3 - 12 working days
• Australia & New Zealand: 3 - 9 working days
• Rest of the World: 3 - 14 working days

🔹 All payments are processed in pounds sterling (£).
🔹 For all international deliveries, including deliveries to EU, the price DOES NOT include UK VAT.
🔹 Customers are responsible for any customs/import duties levied once the package reaches its destination.

Express International Delivery

• Available for most destinations within the EU & USA.
• If Express Shipping is offered for your country, you will see the option at checkout.
• If you don’t see an Express option and require urgent delivery, contact us for a custom quote.

For any shipping inquiries, please reach out to us via chat or at woollies@wildashlondon.co.uk

Not all sheepskins are the same, and how you care for yours depends on how it has been tanned. While some sheepskins can be safely machine washed, others may become stiff and lose their softness if washed incorrectly.

At Wildash London, all our sheepskins are produced using environmentally responsible methods, but some are more naturally tanned than others. Generally, the more eco-friendly the tanning process, the less suited the sheepskin is to machine washing. The exception to this rule is our medical and baby-grade sheepskins, tanned with Relugan, a vegetable-based tanning agent that makes them both hypoallergenic and machine washable.

That said, we do not recommend washing sheepskin unless absolutely necessary. Sheepskin is naturally self-cleaning, much like an oriental rug, and benefits most from regular shaking, brushing, and airing. To maintain softness and lustre, we suggest using a slicker brush alongside our Washed Woollies Restorative Sheepskin Spray, specially formulated to clean and condition without damaging the fleece.

For specific care recommendations, please refer to our FAQ section.

Sheepskin is a luxurious, natural material that offers warmth, comfort, and timeless beauty. However, like any natural product, proper care is essential to maintain its softness, durability, and appearance. Whether you own a sheepskin rug, throw, cushion, clothing, or accessories, following the right maintenance routine will ensure it lasts for years to come.

General Care Tips for Sheepskin

Most sheepskin products require minimal upkeep, as sheepskin is naturally self-cleaning and resists dirt and bacteria. Here’s how to keep yours looking and feeling its best:

✔ Shake it out regularly – A simple shake helps remove dust and fluff up the fibres.
✔ Brush with a slicker brush – Regular brushing keeps the wool soft and untangled.
✔ Spot clean spills immediately – Use a damp cloth and our Washed Woollies spray.
✔ Keep away from direct heat and sunlight – This prevents drying out and fading.
✔ Rotate or move rugs and throws – This ensures even wear over time.

Cleaning Sheepskin: The Best Approach

Avoid washing unless absolutely necessary. Sheepskin is naturally resistant to dirt and odours, so frequent washing is not required and can actually damage the leather backing. Instead, try the following methods:

Dry Cleaning & Airing Out

• Airing out sheepskin in a well-ventilated area (not in direct sunlight) will naturally freshen it up.
• If a deeper clean is required, use our Washed Woollies Restorative Sheepskin Spray, which cleans, conditions, and restores lustre without damaging the fibres.
• For stubborn stains, professional dry cleaning is an option, though not always necessary.

Spot Cleaning

• If you spill something, act fast to prevent staining
• Use a damp cloth with cold water and our Washed Woollies Restorative Spray or a mild wool detergent.
• Blot (do not rub) the affected area and allow to air dry naturally.
• Brush the wool gently once dry to restore texture.

Machine Washing Sheepskin

Not all sheepskin products are machine washable. Some sheepskins, particularly those that are vegetable-tanned or natural/undyed, can be damaged by water. Always check the care label before washing or get in touch with the peeps you bought your sheepskin from.

For machine-washable sheepskins (such as chromium-tanned sheepskin):

1. Use cold or lukewarm water (NEVER hot).
2. Select the wool or delicate cycle on your washing machine.
3. Use a specialist wool wash, such as Woolskin Wool Wash.
4. Rinse thoroughly to remove detergent residue.

DO NOT:
❌ Use harsh detergents, bleach or fabric softeners.
❌ Wring or twist the sheepskin.

Drying Sheepskin

Proper drying is crucial to maintaining the texture and shape of your sheepskin:

✔ Air dry naturally away from direct heat, radiators, or sunlight
✔ Tumble drying on LOW heat is suitable for some sheepskins but must be done carefully
✔ Gently stretch and reshape the leather while damp to prevent shrinkage
✔ Brush with a slicker brush once dry to restore fluffiness

Dealing with Matted or Flattened Wool

Over time, the wool fibres can become matted or compressed, especially in high-use areas. Here’s how to restore them:

1. Brush thoroughly using a slicker brush to separate fibres.
2. Lightly mist with Washed Woollies Restorative Spray to revive the pile.
3. Shake and fluff to restore volume.

For severe matting, light steaming can help lift the fibres, but always test a small area first.

Long-Term Care & Storage

To keep sheepskin products looking pristine for years:

✔ Store in a breathable bag (avoid plastic) to prevent moisture buildup.
✔ Keep in a cool, dry place to avoid humidity damage.
✔ Rotate use for even wear, especially rugs and seat pads.
✔ For clothing and accessories, store with a lavender sachet to repel moths.

Sheepskin Care FAQs

Can I vacuum my sheepskin rug?

Yes, but only on a low suction setting without a beater bar. Alternatively, shake the rug outdoors to remove dust.

Why has my sheepskin turned yellow?

Natural white sheepskin may oxidise over time, especially if exposed to direct sunlight. To slow this process, keep your sheepskin away from strong UV light.

What if my sheepskin gets wet?

Blot excess water immediately, reshape while damp, and allow to air dry naturally. Avoid heat sources.

How do I keep my sheepskin feeling soft?

Regular brushing and conditioning with Washed Woollies Restorative Spray helps maintain its luxurious texture.

Final Thoughts: The Best Way to Care for Sheepskin

While sheepskin is durable, gentle care is key to maintaining its natural beauty. The best approach is to:

✔ Shake and brush regularly
✔ Use a restorative sheepskin spray
✔ Avoid washing unless necessary
✔ Always follow care labels and tanning-specific guidelines

By following these tips, your sheepskin will remain soft, clean, and luxurious for years to come.

We measure our individual sheepskins on the HIDE SIDE and not on the fur side. This means our sheepskins often come up larger than expected.

Standard convention for measuring sheepskin hides is to measure the length diagonally from top to bottom at the longest point, and the width at the widest point at the centre of the skin.

British Sheepskins Fur Length extends 5-10cm around all sides

Icelandic Sheepskin Fur Length extends 10-15cm around all sides

Icelandic Shorn 50mm Sheepskin Fur Length extends 5cm around all sides

In the image above is a comparison of our three classic teardrop beanbag sizes. 

The Junior size is suitable for children up to about the age of 10. 
65cm-75cm diameter base x 30cm-55cm height (circa 25"-30" diameter base x 12"-22" height)

The Large is a standard adult sized beanbag suitable for most adults.
80cm-110cm diameter base x 40cm-80cm height (circa 32"-44" diameter base x 16"-32" height)

The Giant is really big and just the ticket for ultimate luxurious lounging!
110cm - 130cm diameter base x 60cm-90cm height (circa 44"-51" diameter base x 24"-36" height)

Please note these are approximate dimensions!!! As this is a beanbag chair, it is a shape-shifting wonder :)

We understand that sometimes plans change! If you need to modify your order, please reach out to us as soon as possible via:

📩 Email: woollies@wildashlondon.co.uk
💬 WhatsApp: +44 (0)7545 697032
💻 Online Chat: Available during business hours on our website

We’ll do our best to accommodate your request, but if your order has already been shipped, we won’t be able to make any changes. In this case, you may need to place a new order, or arrange a return or exchange once your original order arrives.

For any questions, don’t hesitate to get in touch!

Wildash London is a family-run business built on a passion for craftsmanship, sustainability, and timeless design. Founded by Nisa Berzeg, the brand was born from a desire to create a business rooted in ethical values, provenance, and quality craftsmanship—while also allowing time for family life.

With a background in luxury branding and product development, Nisa set out to build something truly special. The name Wildash is a tribute to her family heritage, honouring her grandfather and great uncle, whose family were generations of Kentish pewterers. This deep connection to traditional craftsmanship continues today, as Wildash London creates stunning, sustainable homeware and lifestyle products with a focus on quality, durability, and ethical sourcing.

From our signature eco-tanned sheepskin rugs and beanbags to handwoven textiles and artisan-crafted homeware, every Wildash London product tells a story. We are committed to fair trade, responsible sourcing, and designing products that stand the test of time.

While the journey hasn’t always been easy, our ethos remains unwavering: to create beautiful, high-quality pieces that bring warmth and character to your home, without compromising on sustainability or ethics.

Thank you for being part of our journey—we hope you love our products as much as we love making them!