Returns Policy

 

Return Requirements

Please return the items with their original/ suitable packaging. Ensure your items are securely wrapped within a box; otherwise, the return would not be eligible.
Please ensure you attach a note or invoice with your name and order number inside the box.

We cannot accept an item returned as faulty if appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear, misuse or items have not been secured with protective packaging.

We highly recommend using a Tracked or Signed for Delivery to ensure your parcel returns to us safely. If we do not receive a returned parcel, we are not liable.

 

Change Of Mind

The Mystic Wolf offers Store Credit for a change of mind if made within 7-days of delivery.

You must contact us within 24 hours to be eligible for a refund. If you contact us after 24 hours, you will only be eligible for Store Credit.

Customers are responsible for the return shipping cost for change of mind returns. Returns need to be mailed within 1-week after we communicate about the issue.

 

Order Cancellation

If you wish to cancel an order, you must contact us within 24 hours of your purchase as this may be within our working hours and our packers may be processing your order promptly.

 

Missing, Damaged or not as described items on receiving Delivery Package for your Order

Please check you have all of the items in your order and the condition of your items once you open your delivery box.

You must keep the delivery box and invoice for when you notice you have any items missing or damaged as we will require a picture of the delivery box and invoice for our investigation to help you with your claim.

We cannot process a claim for your order without the delivery box and invoice available for photos.

Before getting in touch with us, please make sure that you have emptied the packaging entirely before reaching out to us, to ensure any small packing has been located beforehand.

These photos are vital for us to process the claims on your behalf against the delivery companies.

 

Faulty Items

If any item is faulty or significantly different than described, please contact us to arrange a return. If the item is deemed to have a manufacturing fault, first of all, we will offer you a replacement first. We will process a refund for you if we cannot replace the item. Return postage of items with faults will be reimbursed upon receipt.

 

Broken/ Damaged Items

If you have received your order broken or damaged, please send us photographic evidence with the packaging and we will refund your goods once the item has been returned to us. This will only apply to received goods after purchase as this will not apply to items that have been misused or damaged by the customer or attempt to return after the 7-day return policy.

We will be happy to offer you an exchange or, if you wish, a refund provided that the products are returned complete, in perfect condition, unused and with the original packaging. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse. Certain items are excluded from our returns policy for hygiene reasons. These items can only be returned in accordance with your legal rights such as Yoni Eggs, Oils and earrings. Return of an item is at your own cost unless the item is faulty.

 

Jewellery Returns

Please see our policy, click here > Jewellery

Processing Refunds

If we have offered you a refund, it can take between 7-10 working days for your monies to reach your account. Return or Dispatch Fees will not be refunded.

All store credits or refunds for any returns will be issued after we receive the returned items at our returns address.

 

Incorrect Addresses

We take no responsibility for incorrect addresses submitted by customers. Please ensure you double-check that you have entered your correct delivery address before submitting information.

Please ensure that your shipping details correct. You will be charged for additional shipping costs if goods are sent back due to a wrong address supplied by the customer. A resend fee for the item to be sent to the correct address must be paid due to the customer's error; this would not be a valid reason for cancellation or refund once returned by Royal Mail.

 

Customs, Unclaimed, Not Called For, Incorrect Shipping Address Or Failed Delivery Attempt

We will not be liable for any orders held at customs. If your parcel has been returned due to being unclaimed, not called for, incorrect shipping address or received a failed delivery attempt. You will receive a charge for additional shipping. A resend fee will be required to be paid by you if the item gets sent to the wrong address. Items sent to the Incorrect Shipping Address is not a valid reason for cancellation or a refund once returned by royal mail. Customers are liable to check all tracking updates to ensure the following does not happen.

 

Tracking

When your order has been processed and sent, you will receive an email with a Tracking Reference Number.

Please allow up to 24 hours for the Tracking Reference Number to register in the system. Once you have received your shipping confirmation email, before tracking as information may not be immediately available.

 

Inspection & Right To Deny

We reserve the right to inspect the product, in cases deemed necessary, before issuing either credit or a refund. The Mystic Wolf reserves the right to deny a return if it does not meet our returns policy or was not authorised and confirmed via email prior to receipt.