top of page

CUSTOMER SUPPORT

At Wolf London, we take pride in our exceptional customer service.

 

Our team is always ready to assist you with any questions or concerns you may have. Please, do not hesitate to reach out to our team for assistance. We are here to help!

DELIVERY

At Wolf London, we will endevour to ensure most orders are processed within 1-2 business days. WL sells our products with a range of retailers and occasionally an item may become out of stock at short notice, before our website reflects the out of stock notification. If the item you have ordered is out of stock, we will contact you and tell you the lead time on your purchase. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there is a significant delay in the shipment of your order, we will contact you via email or telephone.

Wolf London does not ship products on Saturday, Sunday, or Local/Public Holidays. 

Shipping Times & Order Confirmation

We use Royal Mail for most of our deliveries. You can expect your parcel within 2-4 business days on average. We will use all reasonable endeavours to ensure that these times are met. However, we cannot guarantee or be held responsible for dispatched parcels delayed by third parties, for example, due to poor weather conditions.

 

You'll receive an e-mail confirming receipt of your order to the e-mail address you provided. When we ship the order, you will receive a confirmation email. We reserve the right to decline any order. All orders are accepted subject to our Terms and Conditions. 

Shipping Rates 

If there are any shipping charges for your order, this will be calculated and displayed at checkout. We offer free delivery on any order over £85 to England, Scotalnd and Wales. All international deliveries, unless over £200, will be charged shipping at the checkout. 

Import Duties and Taxes

When ordering your Wolf London products for any delivery overseas, you may be subject to additional import duties and taxes, which are levied once the order reaches the specified destination. You must bear any additional charges for customs clearance. We have no control over these charges and cannot predict what they may be. If these charges are unpaid, your order may be returned to us, and we will be unable to refund shipping costs.

 

There may also be associated costs with items returning to us, which will be deducted from any refund value. Customs may destroy your order if duties and taxes are not paid in certain situations.  In this instance, we cannot refund product or shipping costs.

Please be aware that there may be limitations on what can be sent to you about specific items and order value. You may also need to provide detailed documentation for clearance of your order once it arrives in your destination country.  This may vary from country to country, and we ask that you contact your local customs office for additional information before placing an order. We cannot refund any shipping costs should your order be returned for any of these reasons.

Shipping Multiple Orders & Shipping to Multiple Locations

Multiple orders placed on the same day cannot be combined and will ship separately.

 

Unfortunately, we cannot split up an order and ship to multiple locations. If you wish to send items to different areas, please place a separate order for each shipping address.

Address Changes

We cannot change or update a shipping address once an order has been placed. Please be sure to check your shipping details before submitting your order.

Orders Returned to Us

We cannot refund any shipping costs if your order is returned to us due to several failed delivery attempts, non-collection, or an insufficient/incorrect address.

Lost or Damaged Parcels

Wolf London is not liable for any products damaged or lost during shipping. If a parcel is lost or damaged, please advise our friendly Wolf London team as soon as possible so we can inform our courier of the missing package and/or demanaged product. 

Risk of Loss

All items purchased are made under a shipment contract with our carriers. This means that the risk of loss and title for such items passes to you upon our delivery of your order to the carrier. We recommend that you use Royal Mail Signed For at the check out to ensure our product reaches you safetly. 

RETURNS

At Wolf London, we want to ensure that you select the right piece from our collection, whether it be down to fit or seeing the garment once it has arrived, we offer a transparent returns policy if the product is 'just not for you'. This means you can buy with confidence knowing that if you are unhappy with the product in any way, we will refund it providing it is returned new, unworn and in a resaleable condition within our returns period. In alignment with the Consumer Contract Regulations, our returns period for refunds is 28 days unless otherwise stated. Please note, all sale items are non-refundable. (unless faulty).

Your shopping experience is very important to us, and we want to ensure we have taken the hassle away from the returns process by offering free UK returns via Royal Mail. Simply put your item back into the product's bag or mailer box, seal securely and post it back using the prepaid 'return to sender' shipping label included. 

Please note, to receive a refund on your order, the product(s) must be in its original condition with all original protective packaging included. This includes original hang tags, boxes, tissue paper, bags, labels, and swing tickets, which must remain attached to the product where relevant and/ or included within the original Wolf London packaging. In addition, our 'Timeless' pieces must also be returned with their hanger, garment bag and box. The product must be unworn, returned in the same condition and within the original packaging, for Wolf London to be able to process any refunds.

It can take up to 10 working days for a returned parcel to reach us, from the date it was sent back. No need to worry though, as we will pop you an email when your return is completed. Any refund processed to a credit or debit card will appear on your statement within 5 working days from the date it was processed. If you don’t hear from us within 14 working days of sending your items back, please contact info@wolflondon.com with your order number and the details about which items you sent back. Our friendly team will then see what they can do for you.

 

Returns from The Channel Islands, Isle of Wight, Isle of Man, Northern Ireland and the Republic of Ireland are classed as international returns.

For UK based returns, please use the business return address provided on your shipment label. If you no longer have this, please use the form below or reach out to us on Social Media to ensure you get the right support. 

 

We are currently working to offer a returns process via our website, should you need it.

If you can't find or have lost the return address, please fill out the form below and we will be in touch. 

FAQ

How long do UK returns and refunds take? 

On average, all UK returns and refunds, subject to the time of the year and/or any strike action can take upto 2 weeks for a refund to enter your account, minus the delivery fee.

 

This is subject to your banking provider.

What about if I want to exchange an item for a different size?

Here at WL, we do not offer exchanges and only refunds due to the increased costs in providing such a service. 

 

Our policies have been carefully considered to ensure we offer a consistent and streamlined customer experience when ordering any new product from us.

INTERNATIONAL RETURNS

Returns outside the UK are at the expense of the customer. We recommend using a tracked delivery service for your return in the event proof of postage is required. Please complete the blank label included with the following details:

 

WOLF LONDON

POLO VIEW,

Chalford,

Gloucestershire,

GL6 8HS.

UNITED KINGDOM

 

*Returns from The Channel Islands, Isle of Wight, Isle of Man, Northern Ireland and the Republic of Ireland are classed as international returns.

Once the information has been populated and the packaging is securely sealed, simple send it back to Wolf London to be actioned. 

FAQ

How long do Internation returns & refunds take to process? 

On average, international returns can take up to 3 weeks to be returned, processed and refunded. 

Please be reassured the indicative time above should only be used as a guide. WL will always try to action any return as promptly as possible. 

How can I track my order?

If you are using a tracked delivery service, you should have the ability to view the parcells process. 

Once it is recieved by WL, we will issue the refund which could take up to 5 business working days to land in your account. 

If you do not recieve a refund after this point, please get in touch. 

FAULTY ITEMS

In the unlikely event that you recieve an item which is faulty, please contact the Wolf London Team on info@wolflondon.com

WRONG ITEMS

In the unlikely event that the item you have received is not what you originally ordered, please contact the Wolf London Team using info@wolflondon.com as soon as physically possible and the team will resolve this promptly. 

Need to get in touch with us?

 

We are just an email away. Our customer service team is available to assist you with any questions or concerns you may have.

 

Contact us at info@wolflondon.com or simple fill in the enquiry box to the right and we will be in touch shortly. 

Contact Us

bottom of page