SHIPPING / DELIVERY
We ship orders Monday through Friday with our pickup cutoff at 1pm GMT+2 unless otherwise noted. Orders ship 1-3 business days after they are placed. Orders are not shipped on Saturdays, Sundays, or major Spanish National Holidays.
Once your order has been shipped, you will receive tracking information by email. If for some reason you don't receive this information please get in touch with us at firstname.lastname@example.org.
We do not ship in extreme temperatures (both hot and cold) as it may damage our handcrafted products. If extreme weather occurs and we must hold your shipment, we will notify you by phone or email.
DISPUTES / UNDELIVERED ITEMS
In the unlikely event that your parcel is undelivered, due to an error by the courier, or the parcel has been delivered to a pick up point, we always urge you to contact the courier locally. You will need your tracking number to arrange a re-delivery or to arrange pick. We are able to contact the courier to raise a dispute and to arrange this for you. However, as the supplier of the goods, we must follow their protocol’s. This can take up to 5 days to receive feedback from UPS and/or resolve.
As we ship within the EU to the UK, Spain, Germany, France, Greece, Belgium etc, the initial contact must be our account manager at UPS Spain. They then liaise with UPS in the delivery destination. This process can take some time, however we are more than happy to follow this protocol if you wish.
The quickest and easiest way to get your parcel is to contact the courier directly with your tracking number, to arrange delivery of your goods.
If a parcel does not arrive or has been delivered incorrectly, please contact us within 48 hours of the delivery date. Email email@example.com or call +34965648468. We will always endeavour to rectify the situation as soon as possible, however this process can take up 14 days to fully resolve. We need to investigate and understand what has happened, before we ship another parcel. In most cases, this is often shorter, but please bare with us.
Please let us clarify. We are ALWAYS happy to resolve an issue with a delivery, via UPS. However, in our experience it often quicker, and simpler, for you to contact them with your tracking details and arrange a redelivery.
Thanks for shopping with Fox & Wolf.