RETURNS, CANCELLATIONS AND COMPLAINTS
If you wish to return your order, please send an email to: Contact@leowulff.com.
CANCELLING ORDERS BEFORE DELIVERY
If you wish to cancel an order before delivery, please contact our Customer Service Team who will do their best to fulfil your request (please see the contact details below). However, we cannot promise that they will be able to cancel the delivery if you have already received an e-mail confirmation stating that your order has already been shipped. In such an event, please see "Returning orders after delivery".
CANCELLING AND RETURNING ORDERS AFTER DELIVERY
Are you not completely satisfied with your purchase, you have the option of cancelling your order within 14 calendar days after you have received them, provided that: The products are both un-used and unwashed; however, you are of course allowed to try on the products to see if they fit you - please ensure that you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item, The products are in essentially the same state and quantity in which you received them. The right of withdrawal The 14 days time-limit is calculated from the day the product has arrived to your country. We will provide you with information about the right to withdraw and about the product. The right to withdraw is in force when you have entered into the agreement and we have provided you with the above-mentioned information in writing (e.g. on paper or by e-mail). If the time-limit expires on a, Saturday, a Sunday, or a holiday in your country, you may wait till the following working day. How do you exercise your right of withdrawal? Before the expiry of the 14-days withdrawal period, you must inform our Customer Service of the withdrawal with a notice sent on paper or another durable medium to which the recipient has access, e.g. by sending us an email. In addition, you must return or give back the product to us within a reasonable time from sending the notice, but no later than before the expiry of the 14-day period. You have to hand over the product to the postal services or another operator who has taken on the task of forwarding the product to us. The return costs will, however, fall on the costumer, we accept that the product is returned by ordinary postal service. If, by agreement, we have delivered a replacement product because the product in general could not be delivered, the cost of returning the product falls on us. Returning defective products - When we ship your Leowulff products, we do our best to make sure that the products are top quality and in perfect condition. In the case of defective products or inconformity with your order, you will have the choice of returning the defective product and we will refund you the purchase price when our Customer Service Team has handled your return. You may also choose to keep the product and ask for a price reduction. The claim shall be made when you discover the defect. Any notice given within a period of two months after you discovered the defect is deemed a timely notice, but in certain cases a longer period may apply under applicable law. Please contact our Customer Service Team, see contact details below, who will arrange for the product to be collected by our courier. If you wish to place another order, our Customer Service Team will be happy to assist you. For customers subject to French law the following applies: the warranty against any hidden defects of the goods sold, which applies for two years following the discovery of the defect, the warranty of conformity of the Civil Code, which enables you to require that the product delivered be the same as the product ordered, and which applies for two years from the date of delivery of the product; and the warranty of conformity of the Consumer Code, which applies for two years from the delivery of the product. Please note that any such claim requires that you have not used the products inappropriately and that the product is not defective due to your conduct. Incorrect Items Occasionally the wrong item may get sent out. If this has happened to you, we sincerely apologize. Please contact our Customer Service Team who will be able to re-order the correct item for you and arrange for the incorrect product to be collected by our courier.
After we receive and process your order you will be issued with the appropriate refund. Please allow 1-2 weeks for the refund to be credited to your account. We aim to process a refund within 3 days of receiving your parcel, and send you an e-mail to let you know we have received and processed it. After you have received the e-mail, please allow another 5-10 working days for the refund to be credited to your account. The amount of time this takes will depend on which bank or card issuer you have. Unfortunately this delay is outside of our control. You can expect a refund in the same form of payment originally used for purchase. In the event that we are unable to refund your credit card we will contact you to arrange an alternative means of refunding your order.