Policy & Returns

 

ORDERING

Ordering online is simple. Just choose your product and if applicable select colour, quantity & size from the available drop down menu boxes. Once you have finished with your shopping click “proceed to check out”.

If we do not have your size or desired colourway in stock please contact us for availability. We accept all major credit cards & use a secure server powered by Paypal; however, you do not need a Paypal account to place an order with us.

All prices are automatically listed in GBP. Our currency convertor in the top left corner of the site lists the latest exchange rates in EUR, USD, CAD, AUD and JPY. These are intended as a guideline only as all sales are made in GBP and exchange rates given by your bank may differ. 

CHRISTMAS 2016 RETURNS POLICY
Items purchased online as gifts from December 1st to December 23rd can be returned up until January 14th.

RETURNS POLICIES

As we are an online store we appreciate that from time to time you may order an item then be unhappy with the cut, colour & /or style/fit of your chosen product. In this case, we offer to replace, exchange or refund the item provided you have emailed us at orders@hiroandwolf.com within 14 days of receiving the item to let us know & have returned the item(s) to us in *Saleable Condition* within 14 days of receiving the item. Please note that we cannot refund until we have received the item. Orders will be refunded in full, minus the cost paid for shipping in the original transaction. The buyer is responsible for return postage costs unless the item is faulty**. 

Please make sure you return your items to us via RECORDED DELIVERY so that we have proof of postage to the address below. Please include your original invoice or a packing note with your contact details and reason for the return. 

HIRO + WOLF
146 Columbia Road
London, E2 7RG
UK

At Hiro + Wolf we manufacture most of our pet accessories to order, in house at our Columbia Road studio. We are proud of what we make & have extensively tested all of our designs. If you feel that our products have not met your expectations in any way, please let us know.

*Saleable Condition* means that the item is in the condition you bought it in, unused, unworn & without any marks i.e. pet hair, food, grease, dirt, etc. Also, please take care not to scent the item with perfume.

In the case of manufacturing defects:

Goods are considered faulty if they are damaged as new, or a fault becomes apparent during initial use. If your item has become damaged through regular wear or an accident, please see our repairs policy.

We must be notified by email & items must be returned to us within 14 days of buyer receiving so we can assess item to ensure they meet our policy criteria & qualify for refund, replacement or repair.

**Hiro + Wolf will cover all postage costs of faulty items & either repair defects (where suitable), replace or refund at our discretion.

 

REFUNDS & REPLACEMENTS

If you require a full refund or choose replacement items of a lesser value, Hiro + Wolf will issue a refund to the card which you used to place the original order. Hiro + Wolf will send you a confirmation email to let you know when the refund takes place. Please allow up to 30 days for refunds.

 

AVAILABILITY

Subject to stock quantities some products may be unavailable; however, we shall contact you to offer alternatives or a time when the product will be available.

As we make most items to order, from time to time there may be a delay in manufacture. If this is the case, we will notify you immediately as to when we expect to complete the order & will only charge you once order is ready to be despatched.
 

SECURITY & PRIVACY

All of our customer details are protected and under no circumstances shall we pass on those details to any third parties without your consent. From time to time we may contact you with news and offers directly related to Hiro + Wolf. If you would prefer not to be contacted by is in future please uncheck the marketing box at checkout or click unsubscribe from our newsletter.

Whilst shopping online, all payments are processed securely through Paypal, abiding to their terms and conditions.

 

CUSTOMER SERVICES

Please email orders@hiroandwolf.com for any enquiries on products, complaints or feedback. All of our products are thoroughly tested by us but we appreciate any further feedback you may have and take all comments seriously.

Thanks + happy shopping // Hiro + Wolf x