La Lainière de Wazemmes

Frequently asked questions


> How to create an account?

Just go to the “My account” tab, which is located at the top right of the site. Then, in the “new customer?” box, click on “create an account”. You will need to enter some quick information, including your email address and the password you will set for your customer account. Before finalizing, make sure you have checked the box to accept the Terms and Conditions of Sale of the site, then click on “validate my account creation”.

> How and why subscribe to the newsletter ?

To subscribe to the newsletter, simply enter your email address in the box at the bottom of our site, in the blue space. This will allow you to be informed of promotions, new products and news from La Lainière de Wazemmes.

> How does the loyalty program work ?

When you buy online, you accumulate points which are then valid as vouchers. Please note that loyalty points are not valid in stores. The principle is simple: 1 point offered per euro spent! From 200 accumulated points, you get 5€ discount to be used on a next order. When you have reached 200 points, the discount method will be automatically proposed at the time of validating your payment. You will then have the choice to use them or to keep them for later.

> How to add a product to the wishlist (favorites) ?

To add a product to your list of favorite products, you must log in to your account on our site. Then, just click on the heart at the top right of the products and it’s added! Thanks to the wishlist, you can make a list of products that interest you and find them later! You can access your wishlist by clicking on the heart at the top right of the site.

> How long are the items kept in the shopping cart ?

If you are logged in to your customer account, the items placed in your shopping cart are there for an unlimited period of time (until you place your order or until they are no longer in stock on our site). Be careful, a product placed in the basket is not put aside! If you take too long to place an order, it may be out of stock.

> How can I change my personal information (address, phone number,…) ?

Simply click on the “My Account” tab at the top right of the site, then click on the orange “Modify” icon for the information you wish to change.


> How to know the maintenance tips ?

Our recommendations for wool care are included on most of our product sheets on our site. Just scroll down the page of a product and the advice appears. If the information is not available for a ball, our customer service is at your disposal, Monday to Friday, by phone at 03 20 57 09 46, by email at or by message on the social networks Facebook and Instagram.

> How do I know how many balls I need ?

Most of our balls on our site have a calculator system directly on the product page that interests you. Just scroll down the product page and you will find the number of balls you will need for your project. If the information is not available for a ball or if you want more specific recommendations, our customer service is at your disposal, Monday through Friday, by phone at 03 20 57 09 46, by email at or by message on social networks Facebook and Instagram

> How to offer a gift card ?

You can buy a gift card in store or online, with a value ranging from 20 to 150€. Our gift cards have no expiration date and can be used :

If you order a gift card online, you will receive an email with the information including the promo code that will be communicated to the person you wish to offer the gift card.

If you buy a gift card in store, the promo code will be written directly on a physical card that you can then offer directly to the person concerned.

> How to be notified when a product is back in stock ?

To be notified when a product is back in stock, simply go to the product page, click on the out-of-stock color you want and then enter your email address in the box provided. In this way, an email will be sent to you automatically when the product is available again! This alert system is not available for the products of the category destocking.

> Are you going to restock the products in destocking ?

Some of our products in destocking are indeed likely to return to stock if they are still available from our suppliers. In order to obtain this information, you can contact us from Monday to Friday by phone at 03 20 57 09 46, by email at or by message on the social networks Facebook and Instagram.


> How to get to the store ?

Our store is located at 7 rue Jules Guesde, in Lille, in the Wazemmes district.

> What are the opening hours ?

Our team welcomes you in our store in Lille :

We are, whatever the period of the year, closed every Monday.

Please note that the hours may vary depending on public holidays. We regularly update our information on Google and on our social networks Facebook and Instagram. To be notified of any changes, follow us now !


> What payment methods do you accept ?

When you place an order online, you can pay :

In store, the accepted means of payment are :

> Do you take orders by phone ?

f you are unable to place your order online via our website, we are able to register your order by phone at (Monday to Friday, 9:30am-12:30pm/14pm-6pm). Please note that we do not accept credit cards over the phone, so you must send us a check for the amount of the order (including shipping costs).

> I did not receive an order confirmation email

If you do not see an order confirmation email in your emails, check the spam and junk mail section of your mailbox.

If despite this check you still have not received confirmation of your order, you can go to our website, connect to your customer account and then go to the section “orders” and you can see the progress of your order.

For more information on your order, we remain at your disposal from Monday to Friday, by phone at 03 20 57 09 46, by email at or by message on social networks Facebook and Instagram.

> My credit card payment was not successful, is my order cancelled ?

It all depends on the reason why your payment was refused.

If you took too long to pay your order, enter the validation code of your bank or validate the payment on the application of your bank, you can contact us by phone 03 20 57 09 46 or by private message on our site, on Facebook or Instagram. We will then be able to restart the payment process so that you can retry to pay your order on our website from your “my account” > “orders” space. If your second attempt is successful, your order will then be recorded.

If you encounter a problem at the time of the validation of the payment, when you entered the codes of your bank card, you must then direct you towards your bank to know the reason of this refused payment. In this case, your order is cancelled, you will unfortunately not be able to retry to pay it and you will have to make a new order.

> Can I cancel or change my order ?

You only have the possibility to modify your order yourself once it has been registered. For all your questions concerning the cancellation or the modification of your order, you can join our team by telephone to 03 20 57 09 46 (service available from Monday till Friday, 9h30-12h30/14h-18h).


> What are the means, times and rates of delivery offered ?

For metropolitan France, we offer delivery by :
– Colissimo (at home) – 2 to 3 working days – shipping cost = 8€ (free for orders over 50€)
– Mondial Relay (at a relay point) – 5 to 6 working days – shipping cost = 6€ (free for orders over 50€)
– Click and Collect in store in Lille – immediate (depending on stock availability) – no shipping costs charged

> Do you deliver abroad ?

Delivery is possible in most of the European Union countries (Cyprus, Germany, Austria, Belgium, Bulgaria, Croatia, Denmark, Spain, Estonia, Finland, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Czech Republic, Slovakia, Slovenia, Sweden).

The shipping costs for a shipment to the above mentioned countries are 12€ for a home delivery by Colissimo and 6€ for a delivery in a relay point by Mondial Relay (delivery method only available for Belgium and Luxembourg). Delivery is free for orders over 100€.

Delivery times vary according to the country of shipment selected.

> My package has not arrived. What should I do ?

First of all, if it is a delivery in a relay point, we invite you to go on the Mondial Relay website ( with your parcel tracking number and the postal code of the relay point to know the progress of the delivery.

Then, if it is a Colissimo at home, in the same way as for Mondial Relay, you can go on the site of La Poste ( with your tracking number.

If you do not have your tracking number or if the tracking details are not available on the Mondial Relay or La Poste websites, you can contact us by phone at 03 20 57 09 46 (service available from Monday to Friday, 9:30 am – 12:30 pm / 2 pm – 6 pm), by email at, or by message on the social networks Facebook and Instagram.

> Why didn’t I receive my order in a neutral box or stamped La Lainière de Wazemmes ?

To pack your orders, we use reused cardboard boxes or bags from merchants in the Wazemmes district of Lille.

> What is your return policy ?

If despite all our efforts, you are not satisfied with your purchase, in accordance with article L.121-20 of the consumer code, you have a period of 15 clear days from the date of receipt of the product, to return the products ordered. We propose only an exchange or a credit note of the amount of your product(s) to be used on our site or in our store. The cost of return is at the customer’s expense (except in exceptional cases where an item has a quality defect or an error in the order). In case of a product defect identified by us, the refund will be possible.

For all your specific questions concerning the return of a product with which you are not satisfied, you can reach our team by phone at 03 20 57 09 46 (service available from Monday to Friday, 9:30am-12:30pm/14:00pm-6:00pm).

This FAQ (Frequently Asked Questions) lists the questions most frequently asked by our customers about our activity. On the other hand, if you wish to know more about some specific points, we invite you to read our GTC (General Sales Conditions) and our legal notice.