FAQS
FREQUENTLY ASKED QUESTIONS
Find answers to common questions about our merino wool products, ordering, and policies. Can't find what you're looking for? Contact us at support@flowoolshop.com.
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ABOUT MERINO WOOL
Q: What makes merino wool special?
A: Merino wool is nature's performance fabric. It's naturally temperature-regulating, moisture-wicking, odor-resistant, and incredibly soft. Unlike traditional wool, merino wool is ultra-fine (we use 16.5-17.5 micron fibers), making it itch-free and comfortable against skin. It keeps you warm when it's cold and cool when it's warm.
Q: Is merino wool itchy?
A: No! Our merino wool is superfine (16.5-17.5 microns) and feels soft like cotton. The fibers are so fine they bend when they touch skin rather than prick like traditional wool. If you've had bad experiences with itchy wool before, our merino will change your mind.
Q: How is merino wool odor-resistant?
A: Merino wool naturally resists odor-causing bacteria. The fiber's structure absorbs odor molecules and locks them away, preventing them from building up. This means you can wear our products multiple times between washes without worry.
Q: Is merino wool sustainable?
A: Yes! Merino wool is 100% natural, renewable, and biodegradable. Our wool comes from farms that practice responsible land management and animal welfare. Merino sheep grow new fleece every year, making it a renewable resource. Plus, merino products last longer and need less washing, reducing environmental impact.
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PRODUCT INFORMATION
Q: What's the fabric weight of your products?
A: Our base layers use 78.5-180 GSM (grams per square meter) for optimal versatility - light enough for active wear, substantial enough for warmth. Our mid-layers range from 200-255 GSM for extra insulation without bulk.
Q: Are your products 100% merino wool?
A: Most of our products are 100% merino wool. Some items include a small percentage (2-10%) of elastane for stretch and shape retention.
Q: What temperature range are your products good for?
A: Merino wool adapts to your body temperature and activity level. Our base layers work from 30°F to 75°F (-1°C to 24°C). Layer them for colder conditions or wear them alone in warmer weather. The temperature regulation is what makes merino so versatile.
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SIZING & FIT
Q: How do I choose the right size?
A: Check our detailed size guide on each product page. Our merino has natural stretch but won't lose its shape. If you're between sizes:
• For base layers: size up for relaxed fit
• For outer layers: Consider if you'll layer underneath
• When in doubt, contact us with your measurements
Q: Will merino wool shrink?
A: Our merino is pre-washed and treated to minimize shrinkage. Following care instructions (cold wash, lay flat to dry), you should see minimal to no shrinkage. Machine drying on high heat can cause shrinkage - always air dry or use low heat.
Q: Do your products run true to size?
A: Yes, our products are designed to run true to standard US sizing. However, merino wool has natural stretch, so it's forgiving. Check product reviews for specific fit feedback from other customers.
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CARE & MAINTENANCE
Q: How do I wash merino wool?
A: Merino is easier to care for than you think:
• Machine wash cold (30°C or less) on gentle cycle
• Use wool-specific or mild detergent
• Turn garments inside out
• Don't use fabric softener or bleach
• Lay flat or hang to dry
• Low iron if needed
Q: How often should I wash merino wool?
A: Thanks to Merino's natural odor resistance, you don't need to wash after every wear. Most people wash after 3-5 wears, or more for base layers that don't get heavy use. Air out between wears for freshness.
Q: Can I put merino wool in the dryer?
A: We recommend air drying to maintain the best quality and fit. If you must use a dryer, use the lowest heat setting or air-only cycle. High heat can cause shrinkage and damage fibers.
Q: How do I remove the pillings?
A: Some pilling is natural with merino wool, especially in high-friction areas. Use a fabric shaver or sweater stone to gently remove pills. This doesn't affect performance and typically reduces after the first few wears.
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ORDERING & PAYMENT
Q: What payment methods do you accept?
A: We accept:
• All major credit cards (Visa, Mastercard, Amex, Discover)【暂不确定】
• PayPal
• Shop Pay
• Apple Pay
• Google Pay
All payments are processed securely with SSL encryption.
Q: Is my payment information secure?
A: Yes, absolutely. We use SSL encryption and never store your payment details. All transactions are processed through secure, PCI-compliant payment providers.
Q: Can I modify or cancel my order?
A: Orders can be modified or cancelled within 1 hour of placement. After that, we begin processing for quick shipment. Contact us immediately at support@flowoolshop.com if you need to make changes.
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SHIPPING
Q: How long does shipping take?
A: Orders are processed within 1-2 business days. Shipping times:
• Standard Shipping: 5-7 business days
Q: Do you offer free shipping?
A: Yes! Free standard shipping on US orders over $89.
Q: Do you ship internationally?
A: Yes, we ship to Canada, Mexico, Europe, and Australia. International customers are responsible for customs duties and taxes. See our Shipping Policy for details.
Q: How do I track my order?
A: Once your order ships, you'll receive a confirmation email with tracking information. You can also track your order by logging into your account.
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RETURNS & EXCHANGES
Q: What's your return policy?
A: 30-day returns on unworn, unwashed items with tags attached. We'll refund your purchase price minus a $8 return shipping fee (waived for defective items). See our full Return Policy for details.
Q: How do I start a return?
A: Email support@flowoolshop.com with your order number. See our full Return Policy for details.
Q: What if my item is defective?
A: We stand behind our quality. If you receive a defective item, contact us within 48 hours with photos. We'll send a replacement immediately with no return needed.
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ACCOUNT & REWARDS
Q: Do I need an account to order?
A: No, you can checkout as a guest. However, creating an account lets you:
• Track orders easily
• Save addresses
• View order history
• Earn rewards points
• Get exclusive offers
Q: How do I unsubscribe from emails?
A: Click the unsubscribe link at the bottom of any marketing email, or email support@flowoolshop.com. You'll still receive important order updates.
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STILL HAVE QUESTIONS?
We're here to help!
Email: support@flowoolshop.com
For fastest service, include your order number and any relevant details in your message.