Exchange & Refund
SIZE EXCHANGE POLICY
We recommend placing a new order for a faster exchange. Once we receive your returned item, a refund will be issued accordingly.
Eligible Cases
- Item does not fit (too tight or too loose)
- Incorrect size delivered
Requirements
- Provide unboxing video + product photos
- Item must be unused, in original condition & packaging
- Request submitted within 14 days from delivery
Non-Eligible Cases
- No unboxing video
- Item shows signs of use (trying indoors is acceptable)
- Clearance items (30% off or more)
Process
- Contact us with order number + video + photos
- Review within 24–48 hours
- Approved requests will receive return instructions
- Exchange processed after inspection
Shipping & Costs
- If the correct size was shipped → customer pays all shipping costs (return, reship & duties)
- If the wrong size was shipped → THEWOLF covers all costs
- All costs will be confirmed before proceeding
Packaging Guidelines
- Return with original shoe box & packaging
- Do not attach labels directly on the shoe box
- Use outer packaging to avoid damage
REFUND POLICY
At THEWOLF, refunds are accepted under the following conditions:
1. Eligible Cases
- Manufacturing defects (torn material, detached soles, broken structure) → Requires unboxing video for verification
- Wrong item delivered (size, style, or color) → Full refund or replacement
- Lost shipment → Full refund or reshipment
- Customs issues (not caused by customer) → Refund or support
2. Non-Eligible Cases
- No valid reason listed above
- Incorrect order details provided by customer
- Clearance items (30% off or more)
- No unboxing video
- Request made after 14 days from delivery
3. Process
- Submit request with order number + video + photos
- Review within 24–48 hours
- Refund processed after verification/inspection
4. Refund Method
- Refund via original payment method & PayPal
- Processing time: 2–3 business days
For inquiries
Instagram: @thewolf.global | @thewolfessential
Mail: cs.thewolfglobal@gmail.com
