Policy
Delivery times:
All orders placed before 5pm BST Monday - Saturday shall be processed the same day. All orders placed after 5pm BST will be processed the next working day.
All orders placed on a Sunday shall be processed the next working day.
UK Deliveries take 2-3 working days to arrive unless special delivery option is used.
Deliveries outside of the UK can take 5-7 working days to arrive.
All orders placed are tracked and signed services. It is your responsibility to manage the delivery once tracking details have been sent to you. The Wolfe London do not take responsibility for any late or lost packages.
Due to COVID-19 please expect a delay of a few days in your country's courier services as there is a reduced delivery service due to safety.
Returns Policy:
Our policy lasts 14 days. If 14 days have passed since your purchase then we cannot offer you a refund or an exchange.
To be eligible for a return, your item must be unused, in the same condition that you received it and in the original packaging.
Sale items, ‘Wolfed out’ collaboration collections, Ambassador Programs and Promotional Code purchases are non-refundable.
To complete your return, we require a receipt or proof of purchase.
Sale Items (if applicable)
Only full priced items can be exchanged. Unfortunately we do not give a refund on any of the items or promotional items.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at 'support@thewolfelondon.com'.
Gifts
If the item was marked as a gift in the notes section of the purchase and shipped directly to you, you will receive a gift credit value of your return. Once the item returned has been received, a gift certificate will be mailed to you.
If the item was not marked as a gift in the notes section of the purchase, or the gift giver had the order shipped to themselves to give to you later, we will only be able to offer an exchange to the gift giver and they will be notified of the return made.
Ambassador Program
Once the Ambassador Program Package has been purchased, the sale cannot be refunded as it has a promotional offer and the items are automatically dispatched to the customer. The program charges either £20, £50 or £100 with a selection of our exclusive non-restocked clothing dispatched. It is your own responsibility to manage your membership and cancellation before the service stops charging, subject to change. If the customer wishes to cancel their subscription then it is their responsibility to give a minimum 1 month notice period via email so that their membership is cancelled. Social channels will be responded within 24 hours unless on Weekends (Friday 6pm/Saturday/Sunday where our staff will respond on the first following working day of the week (Monday).
Due to Covid as of 01/01/2020 all Shipping Taxes have been adjusted, therefore depending on your countries Tax Code we have a flat fee of shipping, and refunds will only be made of shipping charges of those that do not exceed the Flat Fee Amount. Shipping costs for all ambassadors are non-refundable on collaboration collections, popsockets and face masks.
Wolfed Out Wholesale Goods
All items which are purchased via the 'TWL X WOLFEDOUT' Collections will be separately handled to 'The Wolfe London' regarding exchanges, refunds, shipping, processing times. The Wolfe London is not liable for any goods supplied from the wholesalers that include logistics, shipping, processing orders, refunds, exchanges, quality of goods. If there is an issue with you item, please email us on support@thewolfelondon.com and we will try our best to resolve the issue.
Popsockets
Only a maximum of 2 popsockets can be purchased per transaction.
Face Masks
Face Masks are non-refundable or exchangeable due to hygiene purposes.
Shipping Returns
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. TWL will be responsible for delivery cost of sending out the exchanged item to you.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
It is your responsibility to manage the delivery once tracking details have been sent to you. The Wolfe London Ltd do not take responsibility for any late or lost packages.
Please send a email with the order number to: support@thewolfelondon.com to get directions to manage the return.