Frequently Asked Questions for Consumers

Shipping information

I have ordered something, but my package has not yet arrived

When we ship your order you will receive an email from our system with a track & trace code.
You can use that code to see where your package is and often when the shippers expected it to arrive. Unfortunately, we cannot see more than you as a customer can see.

Please contact us if your package has not been delivered for more than a week. (In the case of outside the Netherlands it may take longer, to some locations up to about one month)

I have ordered something, but my package has not yet arrived

When we ship your order you will receive an email from our system with a track & trace code.
You can use that code to see where your package is and often when the shippers expected it to arrive. Unfortunately, we cannot see more than you as a customer can see.

Please contact us if your package has not been delivered for more than a week. (In the case of outside the Netherlands it may take longer, to some locations up to about one month)

What is the shipping time from Texel to my location?

The shipping times from Texel are no different than from any other place in the Netherlands.

In general, our shippers deliver within 1 to 2 working days in the Netherlands, count 1 to 2 days extra for outside the Netherlands (within the European Union).

Why are the shipping costs so high when I only order something very small?

The reason you pay the same shipping costs for both something very small and something very large is that the shippers no longer allow us to send goods in envelopes by letter post. This means that every order, no matter how small, falls under our basic shipping rate because we also have to pay that to the sender.

Our tip: look ahead and possibly add something to your order, so you save on shipping costs!

HHow long does delivery take?

We always do our utmost to get all orders placed before 12:00 out the door the same day. However, it may happen that the shelf is empty and we have to produce new stock. We apologize for any delays and thank you for your patience.

The shippers usually deliver the next working day, but since Corona there is now more variation in delivery times.

Do you deliver all over the world?

Of course! 😊 Choose the destination country when placing your order.

Can I track my order as soon as it is shipped?

Yes, you can track your order within the EU with the Track and Trace you receive from the carrier (PostNL or DPD). For deliveries outside the EU, please Contact on contact customer service for a tracking code.


Why hasn't my order arrived yet?

Sometimes the postal delivery companies are very busy and it can happen that a package is delayed. We apologize for this inconvenience. The Track and Trace you receive from the carrier gives you all the information you need. Unfortunately, this is also all the information we have about the package after it has left our doors. We have no control over the delivery of your package. Have you not received a shipping confirmation 5 working days after placing your order (also check your email spam box)? Then something may have gone wrong internally.

In that case, please contact customer service.

Has my order been received/already shipped? I have not received a confirmation by email. 

The confirmation email will be sent by our automatic system to the email address you entered. This happens as soon as you complete your order / when we prepare your order for the post. Sometimes this email goes to the spam box, so be sure to check this as well. It helps if you save our email address, so it can no longer accidentally end up in the spam.

Did you really not receive a confirmation? Then please contact our customer service

Can I also collect my order from you or at a collection point?

It is possible to pick up your order at our wholesaler. Choose “Pick up” in the shipping options.

Then please take Contact on with our customer service to arrange a pick-up time. Unfortunately, the wholesale is not accessible without an appointment.

You can also select a Collection Point in your place of residence.

Can I leave a message about the delivery method (for example “put it in the alley / deliver to the neighbors)?

No, unfortunately it is not possible to leave a message about the delivery. The postal delivery companies do not process messages that have not been posted directly through their own channels. We have no control over the package after it has left our doors, including the delivery, we apologize for this inconvenience.

Can I arrange a pickup for my package with an external postal company? 

That's certainly possible. You can arrange a pickup with a company of your choice (eg TNT). This is something you arrange yourself, unfortunately we cannot do this for you. The costs of this are also for your own account. Please let us know in advance if you intend to do this so that we can remove the shipping costs and not accidentally create a shipping label for the postal companies we are affiliated with. You can report this via the order memo when placing your order or via email. Wait until you receive a message from us that your order has been completed before you schedule a pickup. Then please let us know when the pickup is scheduled, so that we can ensure that the package is ready for collection.

What are the shipping costs to my country? 

click here to view the list of shipping costs.

Information about shopping

I have ordered something and would like to add something

In principle, we pick up your order very quickly after you have ordered. In some cases it is possible to add something, but this is only possible if the box is not yet closed. We determine on a case-by-case basis whether it is still possible, because it also depends on how busy it is.

So check carefully with your order whether you have ordered everything, so that you do not have to be disappointed when we can no longer add something.

Can I still change my order / add something to my order?

Changing your order / adding something to your order is not always possible. It may be that it is already too far in the processing process. However, you can always contact our customer service. We always want to try it for you with love!

Do I have to create an account?

No, if you are a private customer you do not necessarily have to create an account. You can order as a “guest”. Creating an account makes the process for a possible next order a lot easier and faster. You can also access your details and previously placed orders/payments.
As a wholesale customer you do need an account because your discount is linked to your account. You can choose wholesale account when creating a new account or ask us to convert your account.

Do you sell gift cards?

Unfortunately, we do not currently sell gift cards.

I see errors in photos / text / articles on the webshop and would like to bring this to your attention.

Thanks for the tip! If you see errors on the website, please contact our customer service. Do not forget to include a link so that we can find the problem quickly. We will then do our utmost to rectify the error as soon as possible.

What are the opening hours?

click here to view the current opening hours of our wholesaler or our shop here “De Witte Engel”.
Our physical store is located at a different location, has a different telephone number and different opening hours. Make sure you are viewing the correct information.

Do you do back orders?

Only in special cases and then we will let you know. If something is not in stock, we ask you to add it to your next order. Sometimes the site indicates that a product is on backorder, which means that we produce it on site if it is not in stock.

Are there paper catalogs of your products?

Unfortunately, we no longer have paper catalogs at the moment, our range can be found on this webshop.

Where can I meet you?

On Texel of course! The De Witte Engel store in Den Burg is open 6 days a week! In addition, we are regularly at markets.

Is it possible to feel the products somewhere?

We have a physical store in the center of Den Burg, on the beautiful island of Texel (Binnenburg 15, Den Burg). Here you can see, feel and purchase most products.

We also sell our products to stores worldwide. It is therefore possible that a retailer in your area has or can buy our products! Also ask them especially 🙂

Unfortunately, we don't have a list of resellers because we don't know which companies sell which of our products.

I can't find an item in the webshop, do you still have it?

Some articles are not (yet) on the website, but can sometimes still be present in our wholesale. Feel free to contact us. We can then tell you if it is still available! If you already have an order ready, you can also mention the missing items in the order memo. Our team will then look at the possibilities and make sure it works out!

Payment information

Can I pay with a credit card?

Unfortunately, we do not accept credit cards, but you can link a credit card to a Paypal account.

What is the minimum purchase amount?

We do not have a minimum purchase amount for consumer orders.
However, above € 65.00, shipping is free within the Netherlands.

What payment methods are there?

We accept: Bank transfer, BanContact, GiroPay, iDeal, PayPal and SOFORT. Make sure you make the payment via the payment link and follow the instructions exactly. If you pay outside the link (transfer separately), our system will not link it. This causes unnecessary delay. It's a shame if you have to wait when you don't have to!

How does payment work? 

In most cases you simply pay during the checkout process. You can choose, for example, Ideal or Sofort and complete the steps via the checkout portal.

Do you want to use a bank transfer? Then make sure you have the follow the steps of the payment instructions exactly. Our payment provider will not process payment if the information is incorrect.

If you transfer to a bank account number that has not been provided by Mollie (the payment provider), your order may be subject to additional delays.


For orders outside In the European Union, we first process your order, collect it and determine the shipping costs. We will then send you a link with a payment request. When you have paid the bill, we will send you the package.

Returns and Complaints

What are the conditions for returns?

Private orders can be returned within 30 days, if unused and undamaged.

Here you can read all about returns


There is a possibility that something might happen which is not according to plan. We recommend that you first disclose any complaints by mailing us at

If this does not lead to a solution, it is possible to register a dispute for mediation via Stichting WebwinkelKeur via

From 15 February 2016, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at If the complaint is not yet being handled elsewhere, you are free to file your complaint via the European Union platform.

Product information

I want to purchase felt in sizes that differ from what I see on the website. Is that possible? 

Our felt is available per 10 cm from the roll (widths differ and can be found with the article). You can purchase any desired length, provided it is in stock. Simply change the number in the number box. Would you like a different width size? Do you want to order whole rolls? Then take contact on with our customer service. We are happy to help you.

I am looking for certificates (for example EN71 or Ökotex)

We are happy to help you with your article. Take Contact on with our customer service for more information.

I am looking for information about arm knitting with wick wool (for example making blankets).

How nice! Here you will find information about arm knitting for beginners. Here's another fun inspiration make a wool pouf!

I would like fur felting, how much card fleece do I need?

For a medium-sized coat, about a kilo is enough.

click here for our card fleece.

How much wool do I need to make wool slippers?

Below you can see approximately how much wool is recommended. These numbers are for slippers/slippers with uncovered ankles. If you want to make a slipper boot, use about 1/3 more, depending on how thick and high you make them of course.
35/36 = approx. 150 -160 g

37/38 = approx. 160 - 170 g

39/40 = approx. 170 - 180 g

41/42 = approx. 180 - 190 g

43/44 = approx. 190 - 200 g

The wool gives off color

Sorry to hear that the wool is giving off color. Unfortunately this can sometimes happen and we apologize for the inconvenience. During the painting process, the variables can deviate and as a result, a paint can take less well and therefore release. This is why we never indicate that our wool is washable. We always recommend testing a piece before using a large part in your project.

iIs the felt fire resistant?

Wool is naturally fire resistant. This means it won't catch fire if you leave it on something hot (e.g. a hot pan). Wool consists of hairs and, like human hair, it can scorch. But under normal circumstances it will not burn. This means that if you hold a direct flame to it, the wool will continue to scorch, but if you remove the flame it will stop immediately. Just like eyebrows with a candle 😉.
Our felt is also used in interior design, for example for external insulation or acoustic damping, precisely because of this fire-retardant effect.

Wool felt retards a fire instead of fanning it. Our Truefelt is made from 100% wool.

However, our Designfelt has a maximum of 10% polyester due to the wool blend, please note that this may melt a bit.

The color on the photo on the website differs from what I received.

We always do our utmost to make the photos on our website as true to life as possible. However, it is very difficult to make a photo look exactly like reality. This has to do with (artificial or natural) light that falls on the product, the internal color settings of the camera and of course the individual settings of a smartphone/computer screen. This way everyone sees a photo slightly differently. Furthermore, the natural products we sell can pick up the paint in different ways. As a result, not every color bath is exactly the same. For all these reasons it is not possible for us to make the photos exactly as the product is in reality, although we will of course continue to do our very best to get it as close as possible. We always appreciate tips on improvements.
We recommend purchasing a sample in advance to make sure you like the color before ordering a larger quantity.
If you would like to make a large project with the same color, make sure you order more than enough to ensure that you have the same color bath.
However, if you really received a completely different color, please take it Contact on with our customer service.

Where do the wool balls/felt beads come from?

Thanks for asking, they are from Nepal! For more information about our wool balls/felt beads. click here to read more about our journey to our producer in Nepal! 😊

What about the conditions for the animals / environment / foreign workers?

We think it is very important that we sell products that do not involve animal suffering. We also pay attention to the working conditions of the employees of the foreign companies from which we source our products. We also think the environment is very important and we work every day to improve our company in that area. Read more: Wool from Close by

There are so many types of felting needles, which one do I need?

Here you will find a useful explanation about our felting needles: