Refund policy

Returns & Refunds

We want you to love what you've chosen. If something isn't right, here's how we'll make it right.

How our orders work

WILDHEIR works with trusted partners and suppliers to bring you our pieces. Your order is packed and shipped directly from one of these partners, not from a single WILDHEIR warehouse. This means:

  • Orders in a single purchase may arrive in separate shipments.
  • Items may ship from locations outside Ontario or Canada.
  • Please do not send returns to the address on your parcel. Contact us first, and we'll give you the correct return details.

Return window

You may request a return within 14 days of delivery. To be eligible, your item must be:

  • Unused, unworn, and in the same condition you received it
  • In its original packaging, with any tags, wrapping, or inserts included
  • Accompanied by your order number

Items that can't be returned

  • Final sale items (marked at the time of purchase)
  • Personalized, engraved, or made-to-order pieces
  • Gift cards
  • Items that show signs of use, wear, or damage after delivery

How to start a return

  1. Email us at [your email address] within 14 days of delivery with your order number and the reason for your return.
  2. We'll reply within 2 business days with next steps. Depending on the item, this may be return instructions, or, for lower-value items, a refund without needing to send the item back.
  3. If a return is required, we'll provide the correct return address. Returns sent without approval, or to the wrong address, may not be accepted or refunded.

Return shipping

Unless the item arrived damaged, defective, or incorrect, return shipping is the customer's responsibility. Please use a tracked method, as we can't be responsible for returns lost in transit.

Refunds

  • Once your return is received and inspected (or your request is approved), we'll email you to confirm.
  • Approved refunds are issued to your original payment method within 5 to 10 business days. Your bank may take additional time to post it.
  • Refunds cover the item price. Original shipping charges are non-refundable unless the return is due to our error.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or not what you ordered, contact us within 48 hours of delivery with your order number and clear photos of the item and packaging. We'll arrange a replacement or full refund, including shipping, at no cost to you. In most cases you won't need to return the item.

Cancellations and order changes

You can cancel or change an order within 12 hours of purchase, provided it hasn't yet been sent to our fulfillment partner. Once an order is processing, it can't be cancelled, but you're still welcome to return it under this policy after delivery.

Shipping delays and lost packages

Delivery times are estimates and can vary with our partners, carriers, and customs. If your tracking hasn't updated in 10 business days or your order hasn't arrived within 30 business days, contact us and we'll investigate. If a package is confirmed lost, we'll send a replacement or issue a full refund.

Duties and taxes

Orders shipped within Canada include applicable taxes at checkout. If your order ships from outside Canada, any customs duties or import fees are the duty of the purchaser.

Exchanges

We can't offer direct exchanges. The fastest way to get a different item is to return the original and place a new order.

Questions

WILDHEIR | wildheir.ca | orders@wildheir.ca