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Delivery, returns & warranty

Transport Insurance :

  • The delivery of your package is insured by our courier. Lupo & Wolf cannot be held responsible for transportation issues (a package opened by a third party and/or lost). Do not accept open packages, the contents may be incomplete and we will be unable to make a claim against this loss.
  • You have 15 days from the date of shipment to make a claim on the contents.

Gift wrapping

If you would like to add gift wrapping, please speak to your Style Consultant.

Delivery

Purchases at a home sales party:

The delivery is carried out :

- directly to your home: by IMX.

- the Style Consultant delivers to you: the package is sent to him/her directly. They are responsible for getting it to you.

The shipping takes 3 to 7 days.

Purchases at www.lupowolf.co.uk:

We deliver our products to France, Belgium, Italy, UK, and French overseas territories. If you are in another country than the UK and you wish to receive our products, feel free to contact us.

The shipping cost depends on the country of delivery and the value of your purchases.

The delivery time indicated is working days only and will begin when payment has been received.

Any order paid online on a week day and placed before noon are shipped the same day.

Outside of Europe, we accept no responsibility for any customs fees charged by your country.

Cost of Product:

Delivery Charge:

Up to £200.00 / 200.00€

£8.50 / 8.50€

Over £200.00 / 200.00€

Free Delivery

Returns

All exchanges/returns must be made within the deadline of the warranty.

Purchases at a home sales party:

Contact your Style Consultant, they will handle everything.

Purchases at www.lupowolf.co.uk:

  • Product Issues:

You can return a product considered defective within 6 months to run from the date of delivery of the product. This is in addition to your statutory rights.

  • Change of heart:

You have a period of 14  working days from delivery of your order to request a refund or exchange. You will need to return the products to us, shipping charges will not be refunded in any case by Lupo & Wolf.
The products should be sent within 14 days of the date of notifying us of your return. Your refund will be made within 30 days of receiving your returns. If you’ve chosen to request a replacement, please wait a few days so we can send your package.

Return Process:

  • Send a message via the contact form on the site indicating the order number, the product reference and the request (refund / exchange).
  • A refund number will be given for speedy treatment of your request. For an exchange, your new product will be sent as soon as possible.
  • Shipping costs are at your expense, forwarding expenses will be paid by Lupo & Wolf.

When sending back products please make sure the package will arrive safely (registered). We do not accept responsibility for goods lost in transit. The cost of postage is your responsibility.

Processing fee of £4.50 / 5€ will be deducted from the refund or will be charged if you request an exchange, and shipping costs will apply.

Exchange :

  • New order for a greater amount: add the payment of the difference to the exchange request.
  • Exchange amount less than the original amount: refund of the difference will be made ​​within 30 days after receiving the product for exchange.

For fraudulent returns, Lupo & Wolf reserves the right to refuse further orders.

If your package is returned to Lupo & Wolf:

If you make an address error, we do have to pass on the cost of re-shipping your order, the charge for this is (£8.50 / 8.50€) plus £4.50 / 5€ processing fee.

The above process must be followed to ensure timely processing of your return request.

Guarantee

Purchases at a home sales party:

Lupo & Wolf products are guaranteed against manufacturing defects for a period of 90 days after their shipping date. Any use not consistent with their purpose is not the responsibility of any Lupo & Wolf Style Consultant or of  Lupo & Wolf. They may not be returned or exchanged .

Purchases at www.lupowolf.co.uk:

In the case of defective or non-compliant products, the customer should inform the Customer Service via the  Contact page, which is dedicated to resolving the issue as soon as possible. Lupo & Wolf™ also guarantees the customer, in line with consumer law, against any hidden defects affecting the products delivered and rendering them unsuitable for use as well as against any damage caused by their use. Any claims against the content of the package (wrong contents) should be via a message sent to the Lupo & Wolf™ Contact page in the 15 days following the shipping of the package. Any claim on the contents later than this period cannot be entertained by  Lupo & Wolf™.

Lupo & Wolf products are guaranteed for a period of  90 days from the shipping date.

The guarantee does not cover damage cause by accidents, unsuitable use or use not in accordance with instructions and/or safety advice or notices.  Taking apart and/or the damaging of a product and/or its components will annul the guarantee and may prevent repair.  Lupo & Wolf does not accept returns or exchanges of products which have undergone such handling.

Promotions

Products provided free of charge may not be returned or exchanged.