Returns, Exchanges & Refunds

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 for a refund. 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. Please return within 14 days of delivery. Returns need to be mailed within 14 days after we communicate about the issue.
Change of mind
If a refund or store credit has been given, this will be for the items returned not for the delivery or return cost. The Mystic Wolf offers Store Credit for a change of mind if made within 14-days of delivery. You must contact us within 14 days of receiving the package to be eligible for a refund. If you contact us after 14 days, unfortunately this is outside of our policy and becomes uneligible. Customers are responsible for the return shipping cost for change of mind returns. Returns need to be mailed within 14 days after we communicate about the issue. All store credits or refunds for any returns will be issued after we receive the returned items at our returns address.
Refunds & Cancellations
If we have offered you a refund, it can take between 7-10 working days for your monies to reach your account. If you wish to cancel an order, you must contact us within 1 hour of your purchase as this may be within our working hours and our packers may be processing your order promptly.
Faulty Items
If any item is faulty or significantly different than described, please contact us immediately 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. Please return within our 14 day return policy from date of communication.
Broken or 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 14 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.
Missing, Damaged or not as described items on receiving order package
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, packaging material, and the printed paper invoice with you for when you notice you have any items missing or damaged as we will require a picture of the delivery box, the packaging material, and printed paper invoice for our investigation to help you with your claim.

We cannot process a claim for your order without the delivery box, the packaging material, and the printed paper 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 items that may be amongst the packing have been located beforehand, this is required within 14 days of delivery. Any returns need to be mailed within 14 days after we communicate about the issue.

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

Please see the below section "Missing, Damaged, Not as Described or Wrong Items Photo Evidence Collection Process" for details of the photos you will be asked to provide us with.
Missing, Damaged, not as described or incorrect item photo evidence
We will need you to send us a clear and large enough picture of the following points below in separate photos:

• A clear picture of all of the Protective Packaging and Delivery Package.
• A clear picture of all of the pages from the Printed Paper Invoice that came from the Package.

•A clear picture of all of the items that came with your order in Natural Day Light and outside any packaging.

If you have received a Damaged, Not as Described or Wrong Item, please add the following photo:

• A clear picture of all items in question.
Missing, Damaged or not as described items on receiving order package
We will need you to send us a clear and large enough picture of the following points below in separate photos:

• A clear picture of all of the Protective Packaging and Delivery Package.
• A clear picture of all of the pages from the Printed Paper Invoice that came from the Package.

•A clear picture of all of the items that came with your order in Natural Day Light and outside any packaging.

If you have received a Damaged, Not as Described or Wrong Item, please add the following photo:

• A clear picture of all items in question.
Undelivered packages; Tracking says delivered but no arrival
Refunds are generated via Successful Royal Mail Claims done by our Royal Mail Claims Team.

Packages that have the tracking status of Delivered but have not been delivered require a 7 working day waiting period for UK orders, and a 30 working day waiting period for International orders for us to be able to process a Royal Mail Claim.

We will have to conduct a Royal Mail Claim for us to process a refund as this is an issue with Royal Mail delivery services, not us.

We will not be able to process a refund for you until we have completed the process of a Royal Mail Claim.
Please be patient as Royal Mail Claims can take up to 4 weeks to complete.
Undelivered packages; Tracking says in transit for longer than expected
Refunds are generated via Successful Royal Mail Claims done by our Royal Mail Claims Team.

Packages that have the tracking status of "In Transit" but it has gone over the expected amount of days to deliver the package require a 7 working day waiting period for UK orders, and a 30 working day waiting period for International orders for us to be able to process a Royal Mail Claim.

We will have to conduct a Royal Mail Claim for us to process a refund as this is an issue with Royal Mail delivery services, not us.

We will not be able to process a refund for you until we have completed the process of a Royal Mail Claim.

Please be patient as Royal Mail Claims can take up to 4 weeks to complete.
Jewellery Returns
Please see our separate policy for all Jewellery.
Customs
We will not be liable for paying customs and we are not liable for any orders/packages held at customs. Here is a link you can use to gather the correct information regarding the matter on customs and import fees. Royal Mail Brexit Not wanting to or being able to pay customs is not a valid reason to cancel an order or request a refund for the order after the order has been dispatched and shipped out to you
Incorrect shipping address, unclaimed, not called for or failed delivery attempt
We take no responsibility for packages returned to us due to the delivery status of the package being placed as, or the reasoning for the return of the package being: "Not Called For", "Not Called For - Returned/ Returning to Sender", "Returned/ Returning to Sender", "Unclaimed", "Incorrect Shipping Address", "Failed Delivery Attempt", or any status or reason similar to this.

If your parcel has been returned to us for any of the above reasons, you will be liable for reshipment costs once we have confirmed an updated address from you for us to reship your package back out to you.

We are not liable for any of the reasons above, nor are we liable for any package being delivered to or being collected by the wrong person due to the shipping address being incorrect.

None of the reasons above are a valid reason for cancellation, nor a refund.

Customers are liable to check all tracking updates to ensure the following does not happen.
Reshipping fees
The Reshipping Fee is the cost of the Original Shipping Cost (As the Shipping Label has to be paid for again for it to be shipped) plus the Royal Mail "Return to Sender" Charge of which is equivalent to the cost of the Original Shipping Cost. So the Reshipping Fee is equal to around double the Original Shipping Cost.
Returns
Please do not return any products without contacting and having a conversation with the Customer Service Team. To return a product to us under valid reasoning (please see the returns policy link to see valid reasons for returning a product) and after we have instructed it to you, we will personally give you instructions on how to return a product to us.
Inspection & Rights 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.