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Shipping & Returns

Shipping and Delivery

Small items up to 200g 

200g to 400g  
401g - 800g    
801g - 1000g
1Kg - 2 Kg  
2Kg + 

£3.75

£4.85   
£6.85  
£7.95  
£11.95
£14.95

Please note: We will ship your goods with Royal Mail or a Courier, depending on the weight of your order and can take up to 4 days to deliver, we do not guarantee Next Day Delivery. If you want Tracked Shipping for Next Day or Tracked Mail, please add it to your shopping basket and our system will charge you accordingly. Other areas to Northern Ireland and the Scottish Highlands maybe charged at a separate rate.

Dispatch Times

We aim to dispatch all orders as soon as possible. (subject to stock availability). Orders that involve personalisation (Colours, hardware) can take up to 10 days for creation. Please note we do not process orders over the weekend. If your order is received after 12 pm on a Friday, it will be dealt with on the Monday. *Depending on what your order includes we will send your goods via the best means, either Royal Mail or a Courier. We do try to deliver with the best couriers but there are times due to weather disruptions and other causes that may delay your order. If you want your goods to be left in a safe place, then please give as much information in the comments box.  However, all responsibility is with you and not the courier or Wolf of Well

 

If your order has not been received within 12 days please contact us at wolfofwell@gmail.com. If you fail to contact us within 14 days to inform us that your order has not arrived Wolf of Well does not take any responsibility of the non-receipt of your order.



Delivery Charges Worldwide

We will not charge you any more than our website quotes you. If you are ordering outside the EU, you may have to pay Import Duties when it arrives at the country of destination. Unfortunately, we are unable to effect these fees, duty is payable whenever goods are imported and it is the importer that is liable for this and any other fees added by the individual customs department. Custom fees and import taxes are therefore additional to the delivery costs associated with your order.

Whilst we do everything possible to minimise these fees. we are legally bound to declare the content and value of the goods sending. If in any doubt, please contact us prior to placing your order.

Economy Delivery (8 - 10 working days) 
Express Delivery   (3 - 7 working days)  

Exchanges

We hope you are totally satisfied with your purchase from us, however if you would like to exchange your item you have 10 days to return it, from the date on your original order. It must be in its original packaging, unused, undamaged and with any labels attached. If the item has been used, we have the right to refund you, less than 20%. Items that are bespoke or personalised, cannot be exchanged.

Please note you are responsible for the cost of return to us unless we have made a mistake and will refund the cost of return postage.

We recommend that you send your return order via a track and trace service, e.g. Royal Mail Special Delivery or through Parcel 2 Go. so you can keep track should your order go astray.

Returns

If you wish to return an item or items that have not been used for a refund as you have simply changed your mind, please note the following:

·    Contact Wolf Of Well within 7 days to inform us of your intention to return an item providing details of the product and when this was purchased.

·    You have up to 14 days for the item to reach us.

·    All items must be unused, and in its original packaging.

·    If an item has been used, Wolf Of Well has the right to refuse the return.

·    You must provide your invoice as this is proof of our guarantee for those items which have a warranty.

·    In the event that you are returning an item which is faulty or has been damaged in transit the item must be returned to us in its original packaging and original condition.

·    If the item is not in its original packaging, is damaged or has been used we reserve the right to deduct 20% of the paid value.

·    For used items please refer to the section on warranties.

·    Returns cannot be considered after 30 days from the date of purchase.

 

When returning an item for exchange the parcel remains your responsibility until it reaches Wolf Of Well and it is recommended that you use track and trace service. The cost of returning the item will not be refunded unless you are returning an item because of a mistake by us or because the item is faulty.

Upon receipt, if the goods are deemed to be faulty, we reserve the right to repair the item, replace the item or credit in full for the item.

If after assessment, a returned product is deemed to be faulty because of user error or wear and tear, Wolf Of Well reserves the right to refuse a full refund and/or postage costs with a 20% deduction on original cost.

Refunds can take up to 14 days for the payment to reach your account. We Can only refund via the payment process that was originally used.

Non-Returnable Items

Please note the following items are Non-Returnable unless faulty which must reach us within 14 days:

·    Bespoke Collars and Leads

·    Bespoke Grooming Items

·    Bespoke Horse Items

Consumer Contracts (formally Distance Selling Regulations)

Customers who order online, via mail or telephone have the right to cancel their order for a limited period even if the goods aren't faulty (this does not apply to commercial purchases or business to business).

We will offer a refund to customers provided Wolf Of Well have been notified in writing within 14 days of receipt of goods that you wish to cancel your order.

Items being returned must be received within 14 days of Wolf Of Well receiving notification in writing that goods are to be returned. We will refund customers within 14 days of receipt of goods.

There is no legal distance Consumer Contract for items under £42 or if you are a business purchasing from Wolf Of Well.

No reason for return is required if goods are being returned under the Consumer Contract.

When returning an item for refund the parcel remains your responsibility until it reaches us, and it is recommended that you use a track and trace service. The cost of returning the item will not be refunded unless you are returning an item because of a mistake from us or because the item is faulty.

Your unwanted item must be in a re-saleable condition and in the original, undamaged, unused, unopened product packaging with labels attached.

Warranties

Many of our products are covered by the manufacturer's guarantee and Wolf Of Well have limited control over warranty product replacement/repairs.

  • Warranties will be void if items are altered, amended, or repaired by unauthorised persons.

  • The length of any warranty offered can differ depending upon the product.

  • Consumable parts are not covered under the warranty. Consumable parts are defined as:
    Parts that degrade over time or use which include (but exclusive to ) Clips , springs, rivets,

  • Action taken is at the discretion of the supplier.

  • Proof of purchase is required.

  • Any item under £15 will not come with a warranty, sale items included.

When returning an item under warranty circumstances the parcel remains your responsibility until it reaches Wolf Of Well and it is recommended that you use a track and trace service. The cost of returning the item will not be refunded unless you are returning an item because of a mistake by us or because the item is faulty.

Returns FAQ's

 

What is the return policy?

In the unlikely event that you are dissatisfied with your purchase, please go to our Returns Policy (above).

How much does it cost to return a product (s)?

When returning an item(s) the parcel remains the customers responsibility until it reaches Wolf Of Well . It is strongly recommended that you use a track and trace service. The cost of returning the item will not be refunded.

When will I receive my refund?

Provided the goods are in their original condition and packaging and unused, we will issue a refund within 14 days of the item being received by us. This refund will be issued to the original method of payment.

What should I do if I don't receive my order?

If your order has not been received within 12 days please contact us at wolfofwell@gmail.com. If you fail to contact us within 14 days to inform us that your order has not arrived we cannot take any responsibility of the non-receipt of your order.

Can I exchange my product(s)?

Goods returned within 14 days that are unused and in their original packaging can be exchanged as per the terms set out in our exchange policy, see above). please include a covering letter with your details, a return address and a summary of why you are returning the item(s).

 

Please note exchanges are applicable for the UK and ROI orders only. International returns will receive a refund.

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