Delivery & Returns

COVID-19 UPDATE

UK Shipping: Currently, there have been no major changes to the way we dispatch or ship our orders. Some customers may experience slightly longer delivery timescales due to the exceptionally high volume of post and COVID-19 measures put in place in local mail centres and delivery offices. All updates will be stated here and on our COVID-19 Updates page.

International Shipping: Due to COVID-19, delays should be expected. Many countries have implemented special measures to combat the spread of COVID-19, especially for signature service to maintain social distancing.

Delivery

What are my delivery options?

UK Standard Delivery
2-4 business days after ordering
Free delivery via Royal Mail when you spend £60 or more / £2.95 under £60. Signature required for orders over £35.
FREE
for orders over £60
UK Next Day Delivery
1 business day
Order before 2pm for UK Next Day delivery. Royal Mail Special Delivery , signature required.
(Please note, some items may not qualify for this service)
£5.95
International Delivery
5+ business days
We deliver to over 50 countries and territories from just £7.95 via Royal Mail (see below).
from £7.95

How long will my delivery take?

Most of our items are dispatched within 1 -3 business days after ordering. UK Standard delivery is sent via Royal Mail and your order will usually arrive 2-4 business days after ordering.

Orders placed before 2PM (Monday - Friday) for UK Next Day Delivery will arrive the next business day. If you place an order for UK Next Day Delivery on the weekend, this will be shipped the next business day.

For headpieces, which take us longer to make, it may take 5-7 business days before dispatch. These lead times are advised on the individual product page.
 
International deliveries via Royal Mail and your national delivery service can take significantly longer. See our International Delivery guide below for more information.
 
Please check our COVID-19 page for updates.
 

Do you deliver for free?

Yes! We offer free delivery on all UK orders over £60 otherwise UK Standard delivery costs £2.95.

Do you deliver internationally?

Absolutely. We use Royal Mail to deliver to over 50 countries and territories around the world from just £7.95. Delivery times are approximate and depend on local delivery services in each country. See our International Delivery guide below for more information.

How can I track my delivery?

All UK Standard Delivery orders over £35 sent via Royal Mail require a signature and tracking information is provided.
 
If you chose UK Next Day Delivery, Royal Mail International Tracked & Signed or International Courier then your tracking information will be sent in the shipping confirmation once your order has been dispatched.
 

Where is my order?

For standard UK delivery, we aim to have your order with you within 4 working days. Due to the impact of COVID-19, we have experienced some disruption to delivery. If your order hasn't arrived with you within 10 working days of the due date (or 5 working days of the due date for UK Special Delivery), please contact hello@wolf-and-moon.com and we would be happy to assist you.

For standard international delivery, delivery times may vary. If your order has not arrived after 20 working days of the due date for Europe and 25 working days of the due date for USA, World Zone 1 and World Zone 2, please contact hello@wolf-and-moon.com.

You can also check our COVID-19 page for updates on disruption to deliveries.

Can I change my shipping address?

If you order has not left our workshop, we are able to amend your shipping address. Please email hello@wolfandmoon.com and we can help!

Unfortunately, once your order has left our workshop we aren't able to amend your shipping address.

Need something quickly...

For UK customers, you can select to have your order shipped the same day on most of our pieces. Just order before 2pm, select Next Day Delivery and we will have your order with you the following business day.

Orders placed over the weekend will be dispatched the next business day.

International Delivery

What are my international delivery options?

Europe Zone 1
(Ireland, France, Germany, Netherlands, Belgium, Luxembourg, Denmark, Sweden, Italy, Spain, Portugal, Greece)
Tracked & Signed delivery via Royal Mail and your national postal service.
5-10 working days (approximately)
£7.95
Europe Zone 1
International Courier (UPS or DHL)
4-6 business days (approximately)
£24.95
Europe Zone 2
(Austria, Andorra, Bulgaria, Canary Islands, Croatia, Cyprus, Czech Republic, Estonia, Faroe Islands, Finland, Georgia, Gibraltar, Hungary, Iceland, Latvia, Lithuania, Malta, Norway, Poland, Romania, Russia, Serbia, Slovakia, Slovenia, Switzerland, Turkey, Vatican City)
Tracked & Signed delivery via Royal Mail and your national postal service.  
7-12 business days (approximately)
£7.95
Europe Zone 2
International Courier (UPS or DHL)
4-7 working days
(approximately)
£24.95
USA (orders up to £99.99)
Tracked delivery via Royal Mail and USPS
5-10 business days (approximately)
£9.95
USA (orders up to £99.99)
International courier
5-8 business days
(approximately)
£14.95
USA (Orders £100 and over)
International courier
5-8 business days
(approximately)
£9.95
World Zone 1
(Australia, New Zealand, Singapore, Japan, Canada, Hong Kong, Israel, Brazil, India)
Tracked delivery via Royal Mail and your national postal service.
7-12 business days
(approximately)
£9.95
World Zone 1
International Courier (UPS or DHL)
5-8 business days
(approximately)
£24.95
World Zone 2
(Including Saudi Arabia, UAE, South Africa)
International Courier (UPS or DHL)
Minimum order £100.00)
7-12 business days
(approximately)
£24.95

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

If you are an international customer (including EU customers), you may need may to pay customs or VAT charges and a handling fee in the receiving country before you can claim your parcel. These charges will depend on the country your order has been sent to and the value of the item. 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 your country.

Returns & Repairs

How do I return an item?

Changed your mind? No problem, you can currently return your items up to 42-days after you receive them for a full refund or exchange. Items must be in the same condition as received and in their original packaging.
 
For hygiene reasons, earrings cannot be returned or exchanged unless faulty. This does not apply to clip-on earrings
 
Post back your items, together with your completed returns form or note too:
 
Wolf & Moon
Deacon Cottage
Florentia Clothing Village
Vale Road
London
N4 1TD
 
We recommend using a tracked or signed for service to ensure your items arrive safely. You will receive an email to confirm your refund to the original payment method you used or we will be in touch to organise your exchange.

I no longer have my Returns Form

That's OK! Just make sure you include a note with your name, address, order number and state whether you are returning or exchanging your items.

How do I exchange an item?

We want you to be completely happy with your purchase so if something isn't quite right we're very happy to exchange it for you. Please email returns@wolf-and-moon.com if you what to discuss your exchange or return your item as described above. For hygiene reasons, earrings cannot be returned or exchanged unless faulty. This does not apply to clip-on earrings.
 
We will cover the postage for sending the new item to you (up to £2.95 for UK Standard Delivery or £9.95 for International Tracked & Signed). For any subsequent exchanges made on the same order, postage will be charged at our usual rates.

Can I exchange a present I've received?

As long as you have proof of purchase (a gift receipt is fine), then we can exchange your item. For hygiene reasons, all earrings except clip-on earrings cannot be returned or exchanged unless faulty. Please follow the instructions above.

Help, I have received a faulty item!

If an item you receive is faulty, please email returns@wolf-and-moon.com to let us know as soon as possible. Please include a photo as it is handy for us to see what has happened.
 
All our jewellery is handmade in our London workshop and undergoes careful quality control before leaving the workshop. However, faults can occur or jewellery can be damaged in the post.
 
If your jewellery is faulty, we will repair or replace it free of charge. For online orders within the last three months, we will either provide a returns postage label or refund your return postage up to £2.95 (UK) or £9.95 (international).
 

Can you repair my jewellery?

We want you to enjoy wearing your Wolf & Moon jewellery for as long as possible and we will attempt to repair your jewellery, free of charge, for as long as you own it. Please note, it is not always possible to repair your jewellery, depending on the level of damage, or the age of the piece. Always email us first before sending your piece for repair to make sure we can.
 
If you have had your jewellery for longer than 3 months, we may ask you to cover the cost of returning your jewellery safely to you. However, if the item needs repairing due to mistreatment or accidental damage, while we are happy to try and repair it, you will need to cover all postage costs.
 
Email returns@wolf-and-moon.com to arrange your repair.
 
Please check out our care page for the best ways to look after your Wolf & Moon jewellery.

Can you change the chain on my necklace?

If you would like a replacement chain for your jewellery we can change it for you for the price of the new chain plus postage. Email returns@wolfandmoon.com for more information.
We offset our carbon footprint via Ecologi
We offset our carbon footprint via Offset Earth
We offset our carbon footprint via Ecologi

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