FAQ’S
Need a little help? Browse our FAQs below for quick answers about orders, delivery, and returns, we’re always here if you need more support.
How long does delivery take?
We partner with The Courier Guy to ensure reliable, trackable deliveries nationwide.
Delivery times depend on your location and chosen service. All timeframes are estimates and provided as a guide only:
Major cities (Johannesburg, Cape Town, Durban, Pretoria):
- Faster delivery options available, including next-business-day services.
Secondary cities & regional towns:
- Delivery may take 1–2 additional business days, depending on the service selected.
Please note – Delivery times may be affected by public holidays, adverse weather conditions, or unforeseen courier delays.
Which courier service do you use?
We partner with The Courier Guy to ensure reliable, trackable deliveries nationwide.
Currently we offer Standard Delivery
- A more budget-friendly option, with delivery typically taking 2–4 business days, and up to 5 business days for outlying areas.
Do you offer international shipping?
At this stage, we only ship within South Africa. International shipping is not currently available.
Do you deliver nationwide?
Yes. House of Wolves delivers nationwide across South Africa using The Courier Guy, our trusted courier partner.
How much does delivery cost?
Shipping fees are calculated at checkout based on:
- Your delivery location
- Parcel weight
- Selected delivery service
Rates are set according to The Courier Guy’s standard pricing and will be clearly displayed before payment.
Are there order cut-off times?
Orders must be placed before the courier collection cut-off time for your selected service to be dispatched on the same business day. Orders placed after cut-off will be collected the next business day.
How can I track my order?
Once your order has been dispatched, you’ll receive a tracking number via email.
You can track your delivery directly on The Courier Guy’s tracking portal
What happens if I’m not available to receive my order?
If you’re unavailable, the courier will attempt redelivery or contact you to arrange a suitable time.
What is your returns window?
You may request a return, refund, store credit, or exchange within 14 days of purchase (provided the item meets our return conditions).
What items can be returned?
Returns must be unused, unworn, and in original condition, with all tags/labels attached and original packaging intact.
What items are not eligible for return?
The following items are not eligible for return or exchange, unless defective:
- Sale or clearance items (FINAL SALE)
- Items showing signs of wear, washing, or damage not caused during delivery
How do I request a return or exchange?
Email/WhatsApp our support team with:
- Your order number
- The item(s) you’d like to return/exchange
- The reason for the return
We’ll confirm eligibility and send the next steps
How do returns work with The Courier Guy?
Once approved, we’ll arrange a collection via The Courier Guy (or provide drop-off guidance where available). You’ll receive a return waybill and instructions so the process is simple and trackable.
Who pays for return courier costs?
- If your item is faulty, damaged, or incorrect, we cover return courier costs.
- If you’re returning for change of mind, return courier costs may be for your account (we’ll confirm when approving the return).
What if my item is faulty, damaged, or incorrect?
Please contact us within 48 hours of delivery with:
- Your order number
- Clear photos of the issue
Once approved, we’ll arrange collection at no cost and offer a refund, exchange, or store credit.
When am I eligible for a refund or exchange?
You may request a refund or exchange within 14 days of purchase, provided the item is unused, unworn, unwashed, and returned in original condition with all tags and packaging intact.
How do I request a refund or exchange?
Email our team customer.services@houseofwolves.co.za to request a Return Merchandise Authorisation (RMA) and let us know whether you prefer a refund or exchange.
How long does it take to process a refund?
Once your return has been received and inspected, refunds are processed within 7 business days.
How will I receive my refund?
Refunds are issued to the original payment method used at checkout.
When will my refund reflect in my account?
Please allow 1–2 billing cycles for the refund to reflect, depending on your bank or payment provider.
When will my exchange item be sent?
Replacement items are dispatched once your returned item has been approved, usually within 2–5 business days, subject to stock availability.
What happens if my exchange item is unavailable?
f your preferred item is out of stock, you may choose a refund or store credit instead.
Are sale items eligible for refunds or exchanges?
FINAL SALE items are not eligible for refunds or exchanges unless they are faulty.
