Delivery, returns and refunds
Shipping and delivery
Certain House of Wolves products are sourced internationally and delivered to our South African quality-check facility before being sent to you.
The estimated delivery period for these products is 15–30 [calendar] days from order confirmation. This estimated period includes international transportation, customs clearance, quality inspection, repackaging and final delivery by our local courier.
While we work to deliver every order within the estimated period, international shipments may occasionally be delayed by customs processing, supplier delays, public holidays, weather or courier disruptions. 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 international supplier
Our quality check helps us identify obvious product discrepancies, but it cannot guarantee that an item will fit every customer. Please review the individual product size guide before ordering.
House of Wolves will never send a different colour, size or substitute product without the customer’s approval. Products sold by description must correspond in all material respects with the description and imagery provided.
Track my order
Local courier tracking information will be emailed to you once the parcel has been dispatched from our South African facility. International tracking may not always be available during the first part of the journey.
Please allow time for the tracking link to become active after receiving your dispatch notification.
Sizing, colour and product variations
Sizing can differ between international 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.
Product measurements may vary slightly because of manufacturing methods and manual measurement.
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.
- Fabric texture.
- Manufacturing or dye-batch variations.
A minor colour variation is not automatically considered a fault. However, if the colour, print, style or other material feature is substantially different from the product ordered, please contact us so that the matter can be assessed under our incorrect or misdescribed product process.
This wording protects you against normal photographic variation without attempting to exclude the customer’s right to receive goods that materially correspond with the product description.
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 at our cost and offer the remedy required under applicable South African consumer law.
South Africa’s Consumer Protection Act provides an implied warranty of quality. Goods that fail to meet the required quality standards may be returned within six months, without penalty and at the supplier’s risk and expense, for repair, replacement or refund as applicable.
Hygiene-sensitive products
Certain underwear, lingerie, swimwear, cosmetics, jewellery or other hygiene-sensitive products may have additional return restrictions. Any product-specific restriction should be displayed clearly on the relevant product page and remains subject to applicable consumer law.
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.
