Delivery, returns and refunds
Delivery
Certain House of Wolves products are sourced internationally. The estimated delivery period for these products is 15–30 [calendar] days from order confirmation.
While we work to deliver every order within the estimated period, shipments may occasionally be delayed. We will contact you if we become aware of a significant delay affecting your order.
Delivery is currently available to physical addresses within South Africa. Customers are responsible for supplying a complete and accurate delivery address. Additional charges resulting from an incorrect address, failed delivery or repeated delivery attempt may be payable by the customer where legally permitted.
Processing time and quality check
Once your order has been confirmed, the product is requested from our verified supplier.
If an item is unavailable, materially different from the product displayed, or does not meet our quality standards, we will contact you before dispatch. Depending on availability, you may choose an approved alternative, wait for a replacement or receive a refund.
House of Wolves will never send a different colour, size or substitute product without the customer’s approval.
Track my order
You will receive order updates as your purchase moves through the following stages:
- Order confirmed: Your order has been received and submitted for fulfilment.
- Delivery: Your order has been handed to our local courier for final delivery. Local courier tracking information will be emailed to you once the parcel has been dispatched.
Please allow time for the tracking link to become active after receiving your delivery notification
Sizing and colour variations
Sizing can differ between our verified suppliers and may not be consistent across every product on House of Wolves. Please check the individual size guide and measurements displayed on each product page before selecting your size. Do not rely only on the standard size you usually purchase from another retailer.
We aim to display product colours as accurately as possible. However, minor colour differences may occur because of:
- Screen and device settings.
- Photography and lighting.
- Manufacturing or dye-batch variations.
A minor colour variation is not automatically considered a fault.
Returns, refunds and exchanges
House of Wolves accepts eligible returns requested within 14 calendar days of delivery, subject to the conditions below and the customer’s rights under South African law.
Returned items must be:
- Unworn, unwashed and unused.
- In their original condition.
- Returned with all original labels, tags and packaging.
- Free from marks, fragrance, make-up, deodorant, damage or alteration.
Change-of-mind and sizing returns
For an eligible change-of-mind return or a return due to the customer selecting an unsuitable size, the customer may be responsible for the direct cost of returning the product.
Any deduction relating to original delivery, international shipping, customs, import taxes or handling charges will only be applied where permitted by South African law and will be communicated before the return is completed.
Where a statutory online cooling-off right applies, the refund will be handled in accordance with the Electronic Communications and Transactions Act. Under that cooling-off provision, a qualifying customer may cancel within seven days after receiving the goods, with the direct cost of returning the goods generally being the only charge levied.
Faulty, damaged, incorrect or misdescribed products
Please contact us as soon as possible if an item is:
- Faulty or damaged.
- The incorrect product, colour or size.
- Materially different from the product description or images.
- Missing an advertised component.
- Not of an acceptable quality.
Where the product is confirmed to be faulty, incorrect or materially misdescribed, House of Wolves will arrange the appropriate return process and offer the remedy required under applicable South African consumer law.
Hygiene-sensitive products
Certain underwear, lingerie, swimwear, cosmetics, jewellery or other hygiene-sensitive products have return restrictions dye to hygiene reasons.
Duties and taxes
For products shipped from outside South Africa, all applicable customs duties, import VAT and customs-clearance charges are calculated and included in the final price displayed at checkout. Customers will not be required to pay additional customs charges when the order arrives, unless otherwise communicated before dispatch.
Customs duties and import taxes are determined in accordance with South African customs regulations and may vary depending on the product’s value, category and tariff classification.
Customs duties, import taxes and customs-clearance charges are non-refundable in the case of a change-of-mind cancellation or return. This does not affect a customer’s rights where an item is defective, damaged, incorrect or where a refund is required under South African consumer law.
