DELIVERY AND RETURNS INFORMATION
All items will be delivered to the address you have confirmed in your order. Once you order has shipped we will supply a tracking code that you can use to track your order from dispatch to delivery. You’ll be able to follow your parcel’s progress by clicking the ‘View Order’ button in your shipping confirmation email.
If you still haven’t received your order by the delivery estimate, please contact our support team at web@wildandwolf and we’ll check.
Standard delivery is next day delivery through royal mail for all orders received before 14.30 UK time.
Any orders placed on after 14.30 will be dispatched the following morning. Any orders placed on Friday after 14.30 will be dispatched Monday morning with standard next day delivery.
Delivery is free for orders with a value of £30 or above - gift cards are not counted towards the order total. All orders under £30 will be charged at £3.95 for delivery throughout the UK.
We are unable to process orders deliver on public holidays.
If you’re not at home when your parcel is due to be delivered it may be left in a safe place which will be advised on a delivery note posted through your door by the courier. If the delivery fails, the courier will leave a note explaining they attempted delivery with instructions on how to rearrange.
Every effort will be made to deliver the goods to the time-frames outlined above. However, we will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery. Should there be a delay to your order Wild & Wolf will inform you as soon as possible.
We have multiple options for international delivery, depending on where you're situated in the world. When checking out the shipping rate for the location and weight of your parcel will be automatically calculated.
Please note: International delivery times will vary and are estimates only. Delays in your country’s customs bureau may add to your delivery time and we cannot guarantee an international delivery date.
INTERNATIONAL CUSTOM AND IMPORT DUTIES
All prices on the website, including shipping are not inclusive of any import fees you may be subject to.
As all orders are currently shipped from Europe, you may be subject to additional import fees upon delivery.
Canada – All orders above the value of CAN$20 will be subject to import duties. This figure can vary depending on the value of the parcel, so please check with the Canada Border Services Agency for more information
USA – All orders above US$800 will be subject to import tax. For more information, please check with the US Customs and Border Protection Department for more information.
Australia – All orders above AUS$1000 will be subject to import duties. This figure can vary depending on the value of the parcel, so please check with the Department of Home Affairs for more information
New Zealand - All orders above NZD$60 will be subject to import duties. This figure can vary depending on the value of the parcel. You can get an estimate from the New Zealand Customs Service website, click here to go through.
If you choose to refuse the customs fee and the parcel is returned back to Wild & Wolf, a shipping & handling fee may be deducted from your refund.
If you're still unsure on whether you'll be subject to customs fees, we'd recommend contacting your local customs office for more information before placing your order.
RETURNS & REPLACEMENTS
We want you to love your purchase. If you aren’t delighted, or have simply changed your mind, you can return a product within 30 days and we will happily refund the purchase price.
It's easy to return a product simply contact our customer services team at firstname.lastname@example.org and a representative will send you a return advise notice and confirmation of where to send the returns.
Please note you are responsible for shipping the products back to us at your cost. We recommend using a trackable recorded shipping method to confirm delivery back to us.
Any items are returned at your risk, please ensure goods are adequately packaged, correctly addressed and ideally returned by registered carrier.
If the product you receive is an incorrect item, does not match the item on your original order, or is defective for any reason, please contact Wild & Wolf either by calling +44 (0) 1225 789909 option 2 or by emailing email@example.com. Defective products should be returned as soon as possible, and in any event, within 30 days of delivery.
All new goods supplied through our web site are warranted free from defects. In the event of a valid claim for a defect in the new goods, Wild & Wolf will either replace those goods, or refund the sum you have paid for the relevant goods within 30 days of the date that the goods are returned in accordance with the outlined returns procedure
If the goods supplied to you are damaged in transit, you should notify Wild & Wolf via as soon as possible by emailing firstname.lastname@example.org and return the goods in accordance with our outlined returns policy.
Once you’ve hit the ‘place order’ button we’re unable to make any amends to the order and you’ll need to follow our returns process.
If your order is marked as ‘unfulfilled’, this just means we’re still preparing to get your order out the door. During peak periods, it may take a little longer to get orders out the door but we’ll endeavour to keep within our delivery estimate and will keep you updated with any potential delays.
Once your order is confirmed you should receive an order confirmation mail. If you don’t it usually means it has gone to your junk folder or there is a spelling mistake in the e-mail address supplied. Get in touch with us at email@example.com supply the full name used to place the order and delivery address and we will re-send.
In the event you have received a defective item, please contact us immediately with the following information:
- Your order number
- Which item is damaged
- A description
- Photographic evidence
If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support at firstname.lastname@example.org
All claims for parcels arriving damaged must be made within 7 days of the delivery date.
Unless proof of damage has been verified by a member of the support team, we cannot action a refund, credit or replacement.
Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.
Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time.
If you have a problem with your order, or an item is missing please contact us immediately with the following information:
- Order Number (outlined on your email confirmation)
- Missing Item(s) or problem
Our support team will look into the matter and will resolve the issue for you as quickly as possible. Please contact email@example.com. Please do not return without speaking to our support team as it may result in a slower resolution time.