Refund policy
We have a 5-day return policy for all products and return requests will not be accepted for orders placed by mistake.
Not all requests are accepted and we retain the rights to the decision. Should you find any product to be defective, we will either send over a replacement or issue a refund for the product if the product is OOS. Refunds for sizes are not accepted as we always state the dimensions on our product pages clearly. Refunds can only be applied to the original payment method or in the form of store credit.
A $8 restocking fee will be charged for all returns and exchanges. Shipping costs are non-refundable.
To be eligible for a return, your item must be in the original condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need to include a printed order confirmation or proof of purchase.
To start a return, you should firstly contact us at orders@lambwolf.co with 'RETURN' and your order number as the subject line, and describe the situation. If your return request is accepted, we will send you instructions on how and where to send your package. Items sent back to us without requesting will not be accepted.
All returned items must be unused, and the Lambwolf Collective mesh bag must be returned together. If the hang tags are detached from the product, exchanges or returns will not be processed.
Sale items or gift cards are non-refundable.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Cancelling an order
A 10% restock and admin fee will be charged for cancelling orders. Orders can only be cancelled before they are processed or shipped.
Exchanges
The fastest way to ensure you get what you want is to firstly submit a return request, once the return request is accepted, we will send you the instructions to follow. Both inbound and outbound shipping will be charged for exchanges. Exchanges for sizes are not accepted as we always state the dimensions on our product pages clearly.
Refunds
We will notify you once we’ve received and inspected the returned items. We will refund immediately once your return was approved. Please remember it can take up to 14 days for your bank or credit card company to process the refund.
Custom and handcrafted products
For all customized or handcrafted products, such as made-to-measure collars or leashes are non-refundable. This is unless they are defective, made different to the measurement you provided, or wrongly shipped. Shipping costs will also be refunded in these cases. Please note that as collars and leashes are handmade, a small deviation in length of 3/4 inch or 2 cm for collar, or 3 inches or 7.5 cm for leashes, are considered acceptable.