House of Wolves
0

Cart

FAQ's

.

House of Wolves is a South African fashion ecommerce destination, curating an evolving collection of distinctive fashion for modern life.

We bring together styles selected for their individuality, wearability and ability to make getting dressed feel a little more exciting.

Our aim is simple: to make discovering great fashion easy, supported by personal service and a seamless shopping experience.

House of Wolves is a South African business based in Cape Town, serving customers across South Africa.

From the moment you place your order through to delivery, your purchase is managed by House of Wolves and supported by our South African Customer Services team.

We want shopping with House of Wolves to feel simple, considered and personal.

You can expect:

  • A carefully curated and evolving fashion collection
  • Clear, all-inclusive pricing
  • Delivery included in the product price
  • Applicable duties and taxes included
  • A standard estimated delivery timeframe of 15–30 calendar days
  • Secure online payment
  • Personal support from our Customer Services team when you need it

The price you see is the price you pay.

Our Customer Services team is available to assist with questions about products, sizing, orders, delivery, returns and anything else you may need help with.

You can contact us using the details provided on our Contact Us page.

If your enquiry relates to an existing order, please include your order number so that we can assist you as quickly as possible.

Always shop directly through the official House of Wolves website: houseofwolves.co.za.

Payments should only be completed through our secure website checkout.

House of Wolves will never ask you to provide your full card details through email, social media, WhatsApp or another messaging service.

If you ever receive communication that you are unsure about, please contact House of Wolves Customer Services before making a payment or providing personal information.

Replacement items are dispatched once your returned item has been approved, usually within 2–5 business days, subject to stock availability.

f your preferred item is out of stock, you may choose a refund or store credit instead.

FINAL SALE items are not eligible for refunds or exchanges unless they are faulty.

All House of Wolves orders have an estimated delivery time of 15–30 calendar days from the date your order is confirmed.

We work with a carefully selected network of suppliers and products may be sourced internationally..

We know waiting for something you love isn’t always easy, so we’ll keep you updated throughout the journey.

Yes.  Our standard estimated delivery period is 15–30 calendar days across all products on House of Wolves.

This means you can shop across our collections knowing that the same delivery timeframe applies throughout the site.

As soon as your order has been handed to our courier partner for delivery, we will send you a dispatch confirmation and tracking details.

You can then follow the final delivery of your parcel directly with the courier.

Depending on where your order is in its journey, you may see one of the following:

Order Confirmed — We’ve received your order and payment.

Processing — Your order is being prepared.

Dispatched — Your parcel has been handed to our courier partner and tracking is available.

Completed — Your order has completed the fulfilment process.

Where possible, we aim to provide a seamless delivery experience for your order..  If there is anything about your order that may affect your delivery, House of Wolves will contact you directly.

You do not need to coordinate separate parts of the fulfilment process yourself.

While we aim to deliver all orders within 15–30 calendar days, occasional delays can occur.

If we become aware of a significant delay affecting your order, we will contact you.

If 30 calendar days have passed and you have not received an update, please contact House of Wolves Customer Services with your order number and we will investigate it for you.

Please contact us as soon as possible if you need to change your delivery details.  We will do our best to accommodate the change, provided your order has not progressed too far through the fulfilment process.

Once your order has been handed to the courier, changes may no longer be possible.

We recommend checking your delivery address carefully before completing your purchase.

Contact us as soon as you notice the error.

If your order has not yet been dispatched, we will do our best to update your details.

If a parcel cannot be delivered because incorrect information was provided at checkout, additional delivery charges may apply before it can be resent.

Once your parcel has been dispatched, please use the tracking information provided to follow its progress.

Our courier partner will follow its standard procedure if nobody is available to receive the parcel.

We recommend providing a delivery address where someone will be available during normal delivery hours.

Delivery is included in the price of every product on House of Wolves.

There are no additional delivery charges at checkout or at any stage of your order.

The price you see is the price you pay simple, transparent and with no unexpected charges.

Yes.  All applicable duties and taxes are included in the price displayed on House of Wolves.

You will not be asked to pay additional customs, duties, taxes or delivery charges before receiving your order.

The price you see is the final price you pay.

Yes.  The retail price displayed on House of Wolves is the final price you pay for your product and its delivery.

Your price already includes:

  • Delivery
  • Applicable duties and taxes
  • All costs associated with getting your order to you

There are no additional delivery or import charges added at checkout or later in your order journey.

One price. No unexpected extras.

House of Wolves does not offer an extended or discretionary change-of-mind returns programme.

However, where a return right applies under South African consumer law, we will of course honour it.

For qualifying online purchases, you may notify us that you wish to cancel your purchase within 7 days of receiving your order, subject to the applicable legal requirements.

Items returned for a change of mind or fit must be:

  • Unworn and unused
  • In their original condition
  • Returned with all original tags attached
  • Returned with original packaging where applicable

Please contact House of Wolves Customer Services before sending any item back.

f you change your mind about a qualifying online purchase, please contact Customer Services within 7 days of receiving your order.

Where your statutory cooling-off right applies, we will guide you through the return process.

The customer is responsible for the direct cost of returning the item to House of Wolves for a change-of-mind return.

We do not offer an additional voluntary returns period beyond your applicable consumer rights.

Sizing and fit can vary between different garments and styles, so we strongly recommend checking the product-specific size guide before placing your order.

If you are unsure which size to choose, please contact Customer Services before ordering and we will be happy to assist.

If an item does not fit after delivery, this does not create a separate House of Wolves exchange programme. However, where you are still within an applicable statutory return period, please contact us and we will advise you of your return rights.

For an eligible fit-related return, the customer is responsible for the direct return delivery cost

We do not offer direct exchanges for another size, colour or style.

If you would prefer a different item, our Customer Services team will be happy to help you find a suitable alternative.

Where your original product qualifies for a return, the return will be handled separately and your chosen alternative will be placed as a new order.

This allows us to help you find the right option without delaying the processing of your original return.

Absolutely.

If the size, colour or style you originally selected isn’t right for you, our Customer Services team can help you explore alternative options available on House of Wolves.

We can assist with:

  • Choosing another size
  • Finding a similar style
  • Selecting an alternative colour
  • Finding another product that may suit your requirements

Any alternative selected will be treated as a new order and will follow our standard 15–30 calendar-day delivery timeframe.

If you receive an item that is different from what you ordered, please contact Customer Services as soon as possible.

Please provide:

  • Your order number
  • The product you ordered
  • Details of the item received
  • Clear photographs of the item received

We will review the issue and arrange the appropriate resolution for you.

Where House of Wolves has supplied the incorrect item, you will not be responsible for the associated return cost.

If you believe the product you received is materially different from the item you purchased, please contact Customer Services and provide your order number together with clear photographs.

We will review your query and arrange the appropriate resolution where the product supplied does not correspond with your order or product description.

We take care to represent our products and colours as accurately as possible.

However, slight colour variations can occur because of photography, lighting and differences between phone, tablet and computer displays.

A minor variation in colour does not necessarily mean that an incorrect or defective product has been supplied.

If you believe the colour or product you received is materially different from what you ordered, please contact Customer Services and we will review it for you.

Please contact House of Wolves Customer Services before returning any product.

Provide:

  • Your order number
  • The item you wish to return
  • The reason for your return

If the item is faulty, damaged, incorrect or materially different from what was ordered, please also include clear photographs.

Once your request has been reviewed, we will provide you with the appropriate return instructions.

Please do not send an item back without first contacting us, as unauthorised returns may delay the processing of your request.

For an eligible change-of-mind or fit-related return, the customer is responsible for the direct cost of returning the item to House of Wolves.

Where an item is confirmed as:

  • Faulty or defective
  • Damaged on arrival
  • Incorrectly supplied
  • Materially different from what was ordered

House of Wolves will advise you of the appropriate return arrangement and, where required by law, will cover the applicable return cost.

Once your return has been received and processed, we will keep you informed of the status of your refund.

Approved refunds will be made to the applicable original payment method in accordance with our Returns & Refunds Policy and applicable South African consumer law.

Your bank or payment provider may require additional processing time before the funds appear in your account.

House of Wolves does not offer an additional discretionary change-of-mind return period.

Once any applicable statutory cooling-off period has passed, we do not accept returns simply because you have changed your mind, no longer want the item or would prefer another size, colour or style.

This does not affect any separate rights you may have if a product is faulty, defective, incorrectly supplied or otherwise does not comply with applicable consumer law.

We do not offer an additional discretionary return period for sale or promotional items.

Any applicable statutory return rights remain unaffected by the price paid or whether the product was purchased as part of a promotion.

For hygiene reasons, certain products may be subject to additional return conditions.

Where applicable, hygiene seals, protective strips, tags and original packaging must remain intact.

Please contact Customer Services before returning any swimwear, lingerie or intimate product.

Nothing in our hygiene requirements limits any statutory rights you may have in relation to a faulty, defective or incorrectly supplied product.