Shipping & Returns

DELIVERY

How long will delivery take?

Most of our items are made to order and are dispatched within 1-2 working days, with UK delivery expected 2-4 working days after ordering. For headpieces and larger pieces of jewellery, it could be 7-10 working days before dispatch. These lead times are advertised at the bottom of each product description. If you need to receive your order sooner than the advertised lead time, it may be possible – please email us at hello@wolf-and-moon.com to find out.

Delivery time after your order is dispatched is dependent on the country we are shipping to and the delivery method chosen at checkout.

Please see the guidelines below:

UK delivery times after dispatch

For orders under £25:

£2.95 - Royal Mail 24 Signed For - 1-2 days (can take longer during busy periods)

For orders over £25:

FREE - Royal Mail 24 Signed For - 1-2 days (can take longer during busy periods)

For orders over £80:

FREE - Royal Mail Special Delivery - Fully tracked next day service 

INTERNATIONAL – Western Europe

£5.00 - Royal Mail International Standard not tracked (not available for Italy) - 5+ working days 

£9.50 - Royal Mail Tracked/Signed - 5+ working days

INTERNATIONAL – Rest of the World 

£5.00 - Royal Mail International Standard not tracked (not available for Russia or Australia) - 7+ working days (can take much longer)

£9.50 - Royal Mail Tracked/Signed - 7+ working days (can take much longer)

Can I track my order? 

When your order is dispatched, if you have chosen a signed for or tracked service, we will include a tracking number in your dispatched email. Signed For deliveries will only be scanned on delivery, whereas Tracked deliveries are scanned throughout their journey to you.

Do I have to pay customs and/or import charges?

If you are a international customer outside the EU, you may need to pay customs charges and/or taxes when your order arrives in your country. Please check with your country’s customs and border control for more info on this. Wolf & Moon cannot be held responsible for any charges incurred when importing items your country.

What should I do if my item does not arrive?

If your order has not arrived within a reasonable period of time (please check postal guideline times above), please get in contact with us at returns@wolf-and-moon.com and we will investigate the issue and send replacements if necessary.

Please note: Royal Mail does not declare items posted within the UK as lost until after 15 working days*, 20 working days for Europe* and 25 working days for rest of the world*.  If you have selected a shipping method without any form of tracking, we will take these times into account before sending out replacements.

*period of time is calculated after due delivery date.

 

RETURNS

If you want to exchange or return your order, please email returns@wolf-and-moon.com within 28 days after receiving your order, and return the item within 42 days. Items must be in the same condition as received and in their original packaging. 

We do not accept returns or exchanges for earrings, unless faulty, for hygiene reasons.

We recommend returning your item using a Signed For or tracked delivery service or we cannot guarantee it will arrive.

What is your return address?

Wolf & Moon Returns,
1.2 Hackney Downs Studios,
Amhurst Terrace,
London,
E8 2BT

Please make sure you include a note with your name, address and order number.

When will I receive my refund?

We will send you a refund within 5 working days of receiving your returned item(s). If you are sending back a full order, we will refund the original cost of the item including the original postage paid up to the value of £2.95 (UK) or £5 (international orders). If you are sending back a partial order, we will refund the cost of the individual item(s) only.

Refunds are sent back to the method that the order was originally paid for. If you paid with Paypal, your money will be sent back to your Paypal account. If you paid with credit/debit card, the refund will appear back in your bank account within several working days.

How do I exchange an item?

Please email us at returns@wolf-and-moon.com within 28 days of receiving the order and we will happily arrange an exchange with you.

Items sent back must be in the same condition as received and in their original packaging. Please include a note with your name and order number when you sent your items back.

We do not accept returns or exchanges for earrings, unless faulty, for hygiene reasons.

We recommend returning your item using a Signed For or tracked delivery service or we cannot guarantee it will arrive. Please send your items to:

Wolf & Moon Returns,
1.2 Hackney Downs Studios,
Amhurst Terrace,
London,
E8 2BT

Once we have received your item, we will send out the new item to you. If the value of the exchanged item is lower than the new item, we will send you a link to pay online for the difference. 

We will cover the postage for sending the new item out up to £2.95 (UK Signed For) or £5 (International No Tracking). If you would like International Tracked, we will send a link to pay the difference online. For any subsequent exchanges made on the same order, postage will be charged at our usual rates.

What should I do if my item is faulty?

All our jewellery is handmade in our East London workshop and undergoes careful quality control before leaving the workshop. However faults can occasionally occur or jewellery can be damaged in the post. 

If an item you receive is faulty, please email returns@wolf-and-moon.com to let us know. Please include a photo as it is always handy for us to see what has happened.

We will repair or replace your jewellery free of charge and, for online orders within the last three months, we will refund your return postage up to £4.50 (UK) or £6 (international).

If you want to return a faulty item for a full refund, we can only refund the original postage paid at the time of ordering. 

Repairs can take up to 7 working days at busy times. 

Please include a note with your name and order number when you send your jewellery back to us. We recommend using a Signed For or tracked delivery service or we cannot guarantee it will arrive.

If you would like a replacement chain for your jewellery we also offer this service for a small fee. 

Please check out our care page for the best way to look after your Wolf & Moon jewellery.