SHIPPING / DELIVERY
We ship orders to Europe & UK only, Monday through Friday. Your order will be dispatched 2-3 business days after they are placed. We do not dispatch orders over weekends or public holidays. We use a variety of courier services. These include Seur, DPD, UPS, Correos, Correos Express and others.
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.
UK customers will be contacted to provide ID details. We will contact you by telephone and/or email. We need these to help expedite your order to the UK, from Europe. ID is a government issued form of ID, such as a driving licence or passport. We only require the number from one of these forms of ID. In our experience, with these details, parcels are being delivered to our UK customers within 4-7 days.
Without this, your order cannot be dispatched and will be held in our warehouse, awaiting these details. This is only necessary for UK customers.
We do not store these details and they are not held on our system. They are deleted once your order has been dispatched. Therefore, if you are a repeat FOX & WOLF customer, you will be contacted each time you place an order.
We appreciate this is inconvenient, but these are the current requirements when shipping from Europe to the UK. This is a procedure introduced by UK Customs, not FOX & WOLF.
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 our couriers.
As we ship to the UK and within the EU to, Spain, Germany, France, Greece, Belgium etc, the initial contact must be our account manager within said delivery company. They then liaise with a representative 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.