Shipping & Returns

DELIVERY

How long will delivery take?

Most of our items are made to order and are dispatched within 1-2 days or 1-2 weeks for some of the headpieces and bigger pieces of jewellery. These lead times are advertised at the top 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:

£2.50 - Royal Mail 24 Signed For - 1-2 days (can take longer during busy periods)
£7.00 - Royal Mail Special Delivery - Fully tracked next day service

For orders over £25:

FREE - Royal Mail 24 Signed For - 1-2 days (can take longer during busy periods)
£7.00 - Royal Mail Special Delivery - Fully tracked next day service

For orders over £80:

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

INTERNATIONAL – Western Europe

£5.00 - Royal Mail International Standard (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 available for Russia or Australia) - 7+ working days (can take much longer)

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

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.

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 into international countries.

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.

We strongly recommend choosing a tracked method of shipping especially during the Christmas period.

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

For all returns and exchanges, please contact us at returns@wolf-and-moon.com within 28 days of receiving your order, otherwise we may not be able to help you.

If you are not happy with your item, please get in contact and we can refund or exchange the item – you must contact us no later than 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. You are responsible for the return postage.

We reserve the right to refuse refunds for earrings, unless faulty, due to hygiene reasons.

We recommend that you return your item by a recorded or tracked means or we cannot guarantee it will arrive.

What is your return address?

Our return address is: Workshop 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 order. If you are sending back a full order, we will refund the original cost of the item + the original postage paid up to the value of £2.50 (UK) or £5 (international orders). If you are sending back a partial order, we will refund you 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 where you will need to manually withdraw it into your bank account. If you paid with credit/debit card, the refund will appear back in your bank account within several working days.

What should I do if my item is faulty?

If the item you receive is faulty, please notify us within 28 days and return the item within 42 days after receiving your order. Please include a note with your name and order number.

Once we have received your item, we will fix or replace your item or refund the order. We will cover your return postage up to £4.50 (UK) or £6 (international).

We recommend sending by a recorded or Signed For method or we cannot guarantee it will arrive.

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 saleable condition as received and in their original packaging.  Please include a note with your name and order number.

We reserve the right to refuse exchanges on pierced earrings for hygiene reasons.

You are responsible for the return postage cost and we strongly recommend you send by a recorded or tracked method as we cannot guarantee it will arrive otherwise.

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 £2.50 (UK Signed For) or £5 (International No Tracking). If you would like UK Special Delivery or International Tracked, we will send a link to pay the difference online. For any subsequent exchanges made on the same order, postage will be invoiced at our usual rates.

Oh no! My item has broken!

If your Wolf & Moon jewellery has broken, please let us know by emailing returns@wolf-and-moon.com as we can either fix it or replace it. Please include a photo as it is always handy for us to see what has happened.

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

Repairs generally take up to 7 working days and are priced depending on the repair. We will send a link to pay online which will include the return postage.

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