I live in the United States and ordered two sweaters from woolovers on October 24, 2021. One arrived with the top of the package completely slit open ( from customs?) and was not resealed. Luckily, sweater seem to be undamaged. The second sweater was “processed at Langley UK on November 8, 2021“ and as of December 10 has not arrived. In addition, tracking has no updates since the first entry on November 8. I called woolovers TWICE on November 24 and again on November 29 (paying for phone calls from US to UK). Each representative said I “ would receive information in 48 hours “ about the whereabouts of the sweater which apparently has vanished. As of December 10 I have received no follow up from either customer service representative I spoke to. I placed a ThIRD call today December 10 and requested a refund since it is almost 2 months since the missing sweater was ordered. The representative said he is “not authorized to process a refund”. I asked for him to send me an email today confirming that he has forwarded my request for the refund to “refund department“. No email , as I requested, was sent to me or received !!!! In addition to paying for three phone calls from US to UK , I am out $85 for the missing sweater as I have no hope of ever getting a refund from this, in my experience, incompetently run company. Woolovers has the worst customer service I have ever encountered in my life! What a disgrace ! Buy elsewhere…this is not a reputable company !