Refund policy
We want you to be satisfied with your ONE WOLF purchase. If you change your mind, you may return eligible items in accordance with the conditions below.
14-DAY RIGHT OF WITHDRAWAL
Customers purchasing online may withdraw from their purchase within 14 days from the date the order is delivered, without having to provide a reason, where the statutory right of withdrawal applies.
If an order contains several items delivered separately, the withdrawal period begins when the last item from the order is delivered.
To exercise your right of withdrawal, you must inform ONE WOLF of your decision within the 14-day period.
You may submit a return or withdrawal request through the return function available in your ONE WOLF customer account or order page, where available, or contact us at: sales@onewolf.eu
After notifying us of your withdrawal, the goods must be sent back without undue delay and no later than 14 days from the date of your withdrawal notification.
RETURN CONDITIONS
Returned items should include their original tags and packaging where reasonably possible.
You may inspect and try on a garment in the same way as you would normally do in a physical store.
You may be responsible for any reduction in the value of the item resulting from handling beyond what is necessary to establish its nature, characteristics and fit.
Items that are returned damaged, soiled, washed, altered, worn beyond reasonable fitting, or otherwise showing signs of use may be subject to a deduction reflecting the diminished value of the item, where permitted by applicable law.
ITEMS THAT CANNOT BE RETURNED
The statutory right of withdrawal may not apply to goods that are:
- made to the customer's specifications;
- clearly personalised; or
- otherwise excluded from the right of withdrawal under applicable consumer law.
A product being sold as a pre-order or limited-time order does not by itself remove the right of withdrawal, unless the product is made specifically to the customer's specifications or is clearly personalised.
RETURNS VIA OMNIVA
Customers in Latvia, Lithuania and Estonia may return eligible orders via Omniva within the applicable 14-day return period.
Where available, a return code may be provided for returning the parcel through an Omniva parcel locker.
Eligible returns via Omniva in Latvia, Lithuania and Estonia are free of charge.
INTERNATIONAL RETURNS
Customers outside Latvia, Lithuania and Estonia should contact sales@onewolf.eu or use the available online return function before sending an item back.
Return instructions and the applicable return address will be provided.
For returns from countries outside Latvia, Lithuania and Estonia, the customer is responsible for the direct cost of returning the goods, unless the product is defective, damaged, incorrect or otherwise covered by mandatory consumer protection rules.
We recommend using a tracked shipping method. ONE WOLF cannot be responsible for return parcels that are lost before reaching us.
SIZE OR COLOUR EXCHANGES
If you would like to exchange an item for another size or colour, please contact: sales@onewolf.eu
Exchanges are subject to product availability. Where a direct exchange is not available, we may ask you to return the original item and place a new order.
FAULTY, DAMAGED OR INCORRECT ITEMS
If you receive an item that is defective, damaged in transit or different from the item ordered, please contact sales@onewolf.eu as soon as possible and include your order number and photographs where relevant.
Where the product is faulty or does not conform to the order, your statutory consumer rights apply. These rights are separate from the 14-day right of withdrawal.
ONE WOLF will cover reasonable return costs where the return is due to an error by ONE WOLF or a defective or non-conforming product, where required by applicable law.
REFUNDS
Once you have notified ONE WOLF that you are withdrawing from the purchase, eligible payments will be refunded without undue delay and no later than 14 days from the date we are informed of your decision to withdraw.
For returned goods, ONE WOLF may withhold the refund until the returned goods have been received or until you provide evidence that the goods have been sent back, whichever occurs first.
Once the return has been received, we will inspect the returned items to determine whether they meet the applicable return conditions.
Where the returned item shows handling beyond what is necessary to establish its nature, characteristics and fit, ONE WOLF may apply an appropriate deduction for any diminished value, where permitted by applicable law.
Refunds are made using the same payment method used for the original purchase, unless another method has been expressly agreed.
Depending on your payment provider, it may take additional time for the refunded amount to appear in your account after ONE WOLF has processed the refund.
ORIGINAL SHIPPING COSTS
If you withdraw from the entire order within the applicable statutory withdrawal period, ONE WOLF will refund the standard delivery cost originally paid for the order.
If the original order qualified for free shipping, no delivery cost is refunded.
If only part of an order is returned, the original delivery cost is not normally refunded where the same delivery charge would have applied to the items retained.
RETURN SHIPPING COSTS
Customers in Latvia, Lithuania and Estonia may return eligible orders via Omniva free of charge, where the Omniva return service is available for the order.
For returns from other countries, the customer is responsible for the direct cost of returning the goods, unless the product is defective, damaged, incorrect or otherwise covered by mandatory consumer protection rules.
Where the return is due to an error by ONE WOLF or a defective or non-conforming product, ONE WOLF will cover reasonable return costs where required by applicable law.
CUSTOMS DUTIES AND IMPORT TAXES
For returns from outside the European Union, customs duties, import taxes and similar charges originally paid to local authorities are generally not refundable by ONE WOLF.
Customers returning goods from outside the EU should follow the return instructions carefully to avoid unnecessary customs charges on the returned parcel.
CONTACT
For questions about returns, exchanges or refunds, contact: sales@onewolf.eu