Shipping, Deliveries & Returns.
SHIPPING, DELIVERIES & RETURNS
Shipping costs and customs duties are not included in the price.
All orders are shipped with international courier traceable service.
The shipping rates do not include insurance. Should you wish to add an insurance please inform WOLF&RITA when placing the order.
INFORMATION FOR ORDERS FROM OUTSIDE THE EU
Duties fees and taxes may apply to your order once it reaches your country. Wolf&Rita cannot predict as it NOT responsible for paying these additional charges or customs procedures. WOLF&RITA recommends that you contact your local Customs office to receive additional information.
If an order is refused due to unexpected additional fees, WOLF&RITA reserves the right to charge for shipping costs both ways, as well as any additional fee that might occur.
We are now working with DHL Calculated Rates API on Shopify. This means your shipping cost is accurately calculated at checkout, using your order's real weight and volume.
Free shipping on all orders above 300€*
Shipping rates are not inclusive of import fees that could be charged when the package reaches your destination country.
WOLF & RITA operates Monday to Friday and not on local/public holidays. Delivery dates are approximate and Wolf&Rita will not be responsible for unpredictable and force majeur events.
• Portugal and Spain: 3 – 5 working days
• Rest of the World: 3 working days
Wolf&Rita offers free shipping on all orders above 300€.
EXTRA DUTIES & CHARGES
For all countries inside the European Union (EU), prices include Portuguese VAT at 23%.
Customers outside of the European Union (EU), will have the VAT charge removed in the checkout process.
Orders to countries outside the European Union (EU) may be subject to VAT, import duties and/or taxes, which are levied once your package reaches your country. We ship your package according to Incoterm Delivered Duty Unpaid (DDU), which means we do not collect VAT, duties and/or taxes on orders to countries outside the EU and we cannot predict what your particular charges may be. If you do incur in any such additional charges they must be rendered in order for your package to clear customs. Please contact your local customs office for more information.
All orders are shipped from our warehouse in Portugal within 2 business days (subject to payment clearance). At peak times, such as launch dates and sales seasons, there may be delays up to 7 days in order shipment. Once your package is shipped we will send you an email with instructions on how to track and collect it. For all orders, the shipping confirmation will include carrier and tracking number information.
We are unable to redirect orders once items have been dispatched.
Delivery times are provided as guidelines only, and do not take into account possible delays caused by payment authorisation or destination customs clearance.
WOLF & RITA is responsible for your purchase during the time it is in transit until it is delivered to you. Upon delivery the responsibility for the shipment passes to you. If you have specified a recipient for delivery purposes which is not you then you accept that evidence of a signature by them is evidence of delivery and fulfilment by WOLF & RITA and transfer of responsibility in the same way.
Shipping costs will not be refunded for uncollected items. Return shipment for uncollected items may be subject to additional taxes, costs or charges levied by customs or other parties, none of which will be refunded by WOLF & RITA.
In case of Force Majeure, WOLF & RITA’s obligations are procrastinated. The contract between you and WOLF & RITA can in such cases be partially or fully terminated by yourself or by WOLF & RITA. A Force Majeure is at the event of war, civil war, revolution, riot, governmental measures, strike, lockout, blockage, failure of electricity, telephone or internet service, natural disasters or similar events.
Should these unexpected circumstances occur, WOLF & RITA will do all we can to solve the matter for our customers as soon and entirely as possible.
RETURNS & REFUNDS
If you are not happy with your items and wish to return them please send them back to our warehouse address within 14 days of reception. The products must be returned unworn, unwashed and with all their tags on. We do not offer exchanges but are happy to refund you as long as the item meets these criteria.
Returns will only be accepted if original labels are still attached to each product and the original packaging is fully intact. WOLF & RITA cannot accept returns where labels have been removed. Please be aware that shoes must be returned with their original packaging.
Please note that you are responsible for the returned product(s) until it reaches us. WOLF & RITA will not compensate for returned packages lost in the return shipping. You are advised to send the package with a dispatch number so that it can be traced.
Returned merchandise shipping charges are at the customer’s expense. Any shipping or customs charges that may incur when returning the products are the customer’s responsibility.
If your order qualified for free shipping but you are now returning some of the items, leaving the original order bellow 300€, the shipping charges will be deducted from the amount to be refunded.
HOW TO MAKE A RETURN
• Please email us at email@example.com and inform us about the order reference and item(s) that you wish to return.
• Please fill in our returns form and include it in the package. If you have not received a returns form with your order, please download one here.
• Re-using the original packaging, tape the parcel securely.
• To ensure the parcel safely reaches us, we recommend that you ask for a proof of postage
and/or use a carrier that provides a tracking number. Please remember responsibility for the return is
yours until the parcel reaches us. We recommend to mark the return as “returned goods” on any customs or postal forms and also outside the package.
• Once we have processed the return, you will receive a return confirmation email and you can then expect to receive a refund within 30 days.
• Refunds will be issued to the same payment method as used in the original purchase.
• Returns expenses are your responsibility, Wolf&Rita does not refund the cost of return shipping costs.
• Please note that additional duties, taxes or shipping costs will not be refunded.
• Please note that if your order qualified for free shipping but you are now returning some of the items, leaving the original order bellow 300€, the shipping charges will be deducted from the amount to be refunded.
Returns should be sent to the following address:
WOLF & RITA
Indústrias de Confecções Mefri Lda
Rua João Paulo II, 213
Wolf&Rita does not operate exchanges. In case you wish to receive a different size and/or product, you should place a new order on our website.
DAMAGED IN TRANSIT / DEFECTIVE PRODUCTS
Returns of faulty items will only be accepted if the goods were faulty when delivered to you, the WOLF & RITA staff takes every effort to check your purchase thoroughly for any faults before sending them out to you. All items returned as faulty will be inspected on receipt and any items deemed to subject to fair wear and tear will not be accepted as faulty. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting us at firstname.lastname@example.org about the fault. Returns of faulty goods must be returned to us within 14 days of being received by you.
Faulty items will be exchanged to the same type of product in the same size, subject to availability. Refunds for faulty items will take place as soon as possible, 30 days period after receiving the returned products. In case we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to the original purchaser’s credit/debit card used for the order in question to the value of the item at the time of purchase and any shipping costs incurred.