Wool & Oak (www.woolandoak.com) has a 4.8 out of 5 rating on OK.one, based on 104 user reviews collected here. It is listed under Shopping & Fashion and its reputation is excellent. Praise is nearly unanimous, with 96% rating it 4 stars or higher; The business has replied to 25% of negative reviews; Reviews mostly discuss Product, Quality, Customer service. Last updated 2026-09-07.
What reviewers say
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Reviewers overwhelmingly had a great experience with this company. Customers frequently praise the exceptional quality of the materials, durable craftsmanship, and the thoughtful, innovative design of the premium travel bags. Frequent travelers also deeply appreciate the highly responsive, friendly, and helpful support team, noting that delivery updates and inquiries are handled smoothly and efficiently.
Some reviewers were not happy with occasional product defects, such as broken components, and experienced rigid customer service policies regarding replacements and final sales. A few consumers also mentioned frustrating design flaws and inflexible return conditions involving restricted gift cards that fell short of their high expectations.
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I had an issue with a bag I had purchased and initially wasn’t satisfied with the resolution that was offered. Cynthia stepped in and was incredibly helpful, professional, and responsive. She took the time to understand my concerns and ultimately helped arrange for my bag to be replaced.
I especially appreciated Cynthia’s willingness to advocate for a fair resolution and make sure I felt valued as a customer. What could have been a disappointing experience was completely turned around because of her excellent customer service. It is employees like Cynthia who build customer loyalty and reflect so well on a company. I’m very grateful for her assistance and couldn’t be happier with the outcome. Thank you, Cynthia!
While the product I ordered did not work for me the design was amazing! The customer service to return my purchase was exceptional. They worked with me and quickly handled my return. Thank you!!
I initially bought the nylon duffle suitcase, when it first came out and everyone I met traveling complimented the look and function. I have used the duffle for travel all over the world, and after a year, the side zipper was not catching very well. I emailed Wool and Oak, and after sending them a picture and short video of the problem, the company replaced the duffle at no cost. This process took maybe 1-2 days at best and one of the smoothest processes I have encountered. I upgraded to the leather duffle for an extra $100, and it definitely is worth the value. My family has been bugging me to get them one, Christmas shopping is done for 2026.
Maybe my favorite online company ever! They respond to every email and are so kind. And their bags are 10/10!!!! ABSOLUTELY IN LOVE!!!!! I have the Hobo in Medium (sand) and I'm obsessed... but the most beautiful bag I've ever seen is the one I got my husband for our anniversary -- the Nova in chocolate -- stunning and smart!!!!
Low-key luxe bag: well constructed, lightweight for its material, thoughtful organized space, feeling secured with both zipper and flap closure. Wish it was a tad smaller for my petite frame.
Product was surprisingly well made with thoughtful details that make it very functional! Customer service was also awesome. Great small biz that I highly recommend supporting.
After my last trip to London I learned a few things about my hard sided expensive luggage. They were too difficult to lift for unpacking on the bed, which is not a good idea as luggage wheels can be dirty also awkward to unpack from the floor, clam style.
So I looked online for an alternative and found Wool and Oak. I really had no idea what I wanted but looking at the website and videos I realized it had to be the large Nova with wheels in chocolate for starters to replace my hard side carry on. I was very impressed with the quality of all aspects inside and out, perfect, brilliantly made. For service, I worked with Zander on another item, the new Mule. Honestly, Zander was so precise in communicating I would have sworn he was AI with his informative emails. What a wonderful company to work with.
Then I received the Mule in Chocolate and again so surprised, gorgeous. It will be my under seat personal item and sit on the handle of the Nova while walking through terminals. It has access for all things a lady carries in lieu of a handbag, I can put inside a small pouch for a clutch purse when out for dinner.
I have pre ordered the Toto kit and I’m seriously looking at the Duffel in addition to the Nova to use for longer vacations, it also fits under the seat as a personal item. I will use the outside pockets for passport, tickets and other items I’ll need and inside will be a small clutch again for going out to dinner.
These products will be replacing my heritage expensive hard side luggage. Never fails when I have company they say “do you have an extra case I could use” for extra gifts and such. Of course, now I’m proud to give them the lovely hard side I don’t like using.
All’s well that ends well and now I’m going to start checking the Duffle for my next goody. This is fun and I’m addicted to Wool and Oak.
I was looking for a quality product for my overseas travels. The design of the bag appealed & the overall quality appearance. The whole process of purchasing the bag was supported by very good customer service.
Honest review: my experience with Wool & Oak has been a little bit of a roller coaster, but we are definitely ending up at five stars. The reason for my rating is the level of customer service that I have received, as well as the functionality of the bags and the quality as far as I can tell upfront.
I initially had some frustrations with the delayed shipping time and the short return/exchange window (14 days), which is difficult when you travel frequently like me (>1 week trips). I also did not love that the hardware on the Nova bag did not match the hardware on the duffle suitcase in the same color leather (only the brown and black leather Nova bags seem to have gold while all of the other bags have silver). However, Zander worked diligently to make me happy and graciously processed an exchange for me in spite of missing the 14 day window by one day (my mistake). I again had to wait for my bags to be back in stock, but they are so beautiful and I think they were worth the wait. I chose the herringbone and black Nova bag paired with the black leather duffle suitcase, and both have silver hardware. The leather truly is luxurious and the bags feel sturdy but not heavy. I was worried that the ivory canvas might get dirty easily, but it also seems quite durable. However, my favorite part is the organization and functionality. I have literally just fit a full week’s worth of stuff in my bags for a split trip to two very different climates, including 4 pairs of shoes. Impressive. I also really like the compression zippers on the packing cubes. I looked at several other similar brands when I was searching for the right luggage for me, and I felt like this one had the best mix of features and aesthetic.
Zander worked very hard to provide top tier customer service, always responded to my emails within a few hours, and I think it’s worth noting that I always received a personal response from a real human.
I may update this again after I have used the bags for a while, but so far I am very pleased. I think as long as you are aware that you might have to wait a bit to receive your order, and keep track of the return/exchange window, then you will have a good experience. I will purchase from this company again.
It's strange to give a 5 star review because I ended up returning the bag I purchased. The bag I purchased was lovely and well made. It arrived on time. It was just too large for what I need right now. But I loved the quality to the leather and style.
Also the returns process was easy and quick. I interacted with customer service via email and the website and both experiences were helpful and quick. Less than 24 hours went by from my first touch with customer service to having both and update and a full return. I will definitely shop here again.
Contacted Wool & Oak for a large order and worked with Zander to create a wonderful gift experience for the Team. Clear and constant communication from Zander so I was never anxious. All items arrived in a timely manner and in great condition across the pond from the US. We could not be more pleased.
Great product but what I felt set them apart further was great customer service. Responsive, clear communication, and great follow-up and follow-through.
I want to discuss their customer service, absolutely top tier. There is a real person on the other ends who is passionate about the product and the company and wants to ensure the consumer is having a good experience.
I waited a few months for my bag as it’s very popular but it was worth the wait and more.
My bag has arrived and I am obsessed. The quality is amazing and it’s such a beautiful bag. It’s light and not bulky whatsoever. It has tons of space and compartments while still looking chic and fashionable.
There is also a warranty which makes me feel more comfortable using my bag knowing if I have any issues their amazing customer service team will help right away.
Thanks Wool&Oak!!!
I received the chocolate duffle suitcase for my birthday. Beautiful, quality piece of luggage! Unfortunately, after a few uses a small section of stitching came undone. Customer service response was almost immediate, with great ongoing communication until my issue was resolved. Within a few days I was sent a new duffle AND I didn't have to return the original! This was more than expected. I feel confident purchasing from Wool & Oak in the future due to the product quality and customer service. Thanks Zander!
Really beautiful duffels and handbags. Exceptional customer service! I needed to exchange my small hobo bag for the medium, and I was so pleasantly surprised to get emails from Zander at customer service checking in and keeping me informed each step of the exchange process.
I bought the duffel bag and can't wait to use it for several upcoming trips. The Hobo bag in sand matches the duffel beautifully.
So nice to have excellent customer support when purchasing investment pieces like these.
I ordered a bag online submitted my order with the wrong color. I sent Support an email if I could still change the color or if it was too late, they responded within 20 minutes was able to change the color and it was shipped out the next day. that’s what i call quality service and they also replied back to my email that they will keep an eye on it to make sure the color was accepted. Thank you!! Zander
The under the seat second carry-on bag is simply spectacular. The craftsmanship is worthy of a higher price. The design is the best I have seen for a secondary carry-on. This bag alone could easily be a full weekend bag. Add this to the larger carry-on and you will never need to check a bag ever.
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