FAQ

Ordering and delivery

Where do you deliver?
To any door in 75 countries, in five to eight days. Delivery is free.

Will I pay customs or duties?
No. Every order ships with duties and taxes prepaid. The price you see at checkout is the price you pay, and nothing is collected at your door.

Where do orders ship from?
Pieces are made in Mongolia and ship from our international fulfilment hub, run with our logistics partner Portless.

How do I pay?
Major cards, Apple Pay, Google Pay, Alipay and WeChat Pay.

Returns and repair

What is the return window?
14 days from delivery. For items under USD 100 we usually resolve by photo, with nothing to post back. For everything else we send a return authorisation and the warehouse address.

What is your repair promise?
Repair, not replace. Snags, small holes and worn cuffs can almost always be mended; write to us with a photo. Outerwear carries a lifetime repair promise.

The pieces

How should I care for cashmere, yak and wool?
Hand wash cold or dry clean, dry flat away from direct sun, store folded with cedar nearby. Air a knit overnight between washes; the fibre recovers on its own. Full guide on the Care and Repair page.

How do sizes run?
Knits are cut relaxed for layering on the road. If you sit between sizes, take the smaller one; the fibre gives.

Why do colours vary slightly?
Natural fibre varies from herd to herd and season to season. Small variations in tone and texture are the material speaking, not a defect.

The brand

Where does the fibre come from?
From herder families across Mongolia whose animals are combed by hand each spring, never shorn. We name the herder communities on the tag.

What is One Percent for the Steppe?
One percent of every sale returns to the herder cooperatives we buy from, for veterinary care, winter feed reserves and school support. Reported openly once a year in the Journal.

Can I see the pieces in person?
In partner hotel lobbies in Ulaanbaatar from September 2026, and at partner lodges and camps across Mongolia from 2027.

Hotels and gifting

Do you supply hotels, resorts and lodges?
Yes: robes, slippers, throws, pillows and amenity gifts, built as a room programme. See Hotel and Resort, or write to contact@journeyofwanli.com.

Do you make corporate gifts?
Yes, including embroidered editions. Lead time is 30 days for embroidered gift sets, with minimums per colour. See Gifting and Corporate.