PREGUNTAS FRECUENTES
Delivery
WHAT IS THE TIME FRAME FOR DELIVERY?
Delivery times may vary depending on your delivery location. Delivery times are displayed on the relevant page(s) of the website . As a guideline only, the following delivery timescales are often observed:
- UK Delivery – 1-3 business days
- EU Delivery – 3-5 business days
- Rest of World Delivery – 5-10 business days, subject to Customs
CAN I TRACK THE DELIVERY OF MY ORDER?
You can track the delivery of your order from My Account > Orders > Details > Shipping.
WHERE CAN I FIND YOUR INTERNATIONAL DELIVERY INFORMATION?
A complete list with shipping locations can be found here.
MY COUNTRY ISN'T AVAILABLE IN THE LIST OF SHIPPING LOCATIONS WHAT CAN I DO ?
Due to shipping restrictions we are unable to ship to certain countries. If your country is not shown on the list unfortunately we will not be able to fulfil your order.
Please do not select an alternative country as this will not amend to your preferred country
CAN I HAVE MY PARCEL DELIVERED TO A DIFFERENT ADDRESS
Yes. If you wish to have an order sent to an alternative address you may order the item as normal but during the checkout process there will be an option to send the item to an alternative address (‘Enter New Address’). It is important to provide an address where someone will be available to receive the package. Please note that some shipping restrictions may apply for certain countries and as a result you may not be able to get some items delivered to another country.
WILL THERE BE ANY IMPORT DUTIES OR TAXES TO PAY ON RECIEPT OF MY ORDER?
Your order may be subject to additional taxes duties and/or customs fees charged by the country of destination. If your delivery is to a country outside the European Union or the UK Customs in the delivery country may ask the recipient to pay Import Duty or other local taxes on the goods before allowing them to be delivered. Additionally you may be required to provide certain documentation before such goods will be released to you. You are fully responsible for paying any fees and/or providing any documentation as may be required by the relevant authorities in your country of residence. If you are not familiar with your country’s local taxes duties and other custom fees then you can often find more information on your government’s website
my order status is still "it's ordered" when will it be processed?
Orders can be processed as soon as three hours after being placed. Time frames for order processing will depend on the item and day you are ordering. Please note that when ordering during the weekend your orders will be processed on Monday or Tuesday.
where is my order being sent from?
Orders delivered to the UK and Rest of the World countries will leave from Wild Thang UK. Orders delivered to countries within Europe will leave from Wild Thang IE (EU).
which carrier should i expect my order to be delivered with?
We send standard shipments by either worldwide postal service or via a tracked courier service using Royal Mail GLS DPD and DHL. Express shipments are always sent via a courier service. DHL is our preferred courier and is used where available.
RETURNS & REFUNDS
What is your returns policy
Our returns policy can be found HERE
can i return an item for exchange instead of a refund?
We offer the following return option:
- Return for a refund.
DO YOU REFUND DELIVERY CHARGES IF I RETURN SOMETHING?
If you exercise your right to cancel, you must notify us within 14 days of receiving your order and return the goods within 14 days of cancellation to us and/or our supplier (or any other address specified by us) at your own expense. You much ensure that the goods are packaged adequately to protect against damage and are in unused and re-saleable condition.
In cases where goods are faulty, not as described, fit for purpose and of satisfactory quality, we will pay the costs of the postage or collection.
WHY HAS MY ORDER BEEN RETURNED TO YOU?
After two failed delivery attempts (or if you are not at home for an agreed delivery) the goods may be returned to us.
CAN I HAVE MY PARCEL DELIVERED TO A DIFFERENT ADDRESS
Yes. If you wish to have an order sent to an alternative address you may order the item as normal but during the checkout process there will be an option to send the item to an alternative address (‘Enter New Address’). It is important to provide an address where someone will be available to receive the package. Please note that some shipping restrictions may apply for certain countries and as a result you may not be able to get some items delivered to another country.
HOW DO I RETURN SOMETHING TO YOU?
To submit a return request, a customer should take the following steps:
Go to the My account window and click Orders.
Click the Return Item(s) button beside the completed order to be returned. The Return item(s) from order # window will be displayed.
- The quantity to return dropdown list allows selecting the number of items to be returned.
- The Return reason dropdown list allows selecting the reason for requesting a return. For example, wrong product ordered, wrong product received, and more.
- The Return action dropdown list allows selecting the required return action to take. For example, replace a product, issue credit, and more.
- Use the Upload a file option if you want to attach some additional documents or pictures to your request.
- In the Comments field, you can enter an optional comment for information purposes.
Click Save to save the changes.
oRDER ISSUES
I'VE RECEIVED AN INCORRECT ITEM IN MY ORDER, WHAT DO I DO ?
Drop us a line and we can usually arrange the return of most products within 28 days as long as the items are in unused re-saleable condition. Please include your order number & photographic evidence when getting in touch it will help us to arrange your return as quickly as possible.
I'M MISSING AN ITEM FROM MY ORDER, WHAT DO I DO ?
Drop us a line referencing the order number as well as the products(s) which are missing and we will assist by sending the items in another package or by arranging a refund.
CAN I AMEND MY ORDER AFTER I'VE PLACED IT ?
As long as the order has not been dispatched, we will be able to make changes on your behalf. If that is the case, Drop us a line and we will do our best to assist with your request. You can check the order status of your order from My Account > Orders > Details > Shipping.
CAN I CANCEL MY ORDER AFTER I'VE PLACED IT?
As long as the order has not been dispatched, we will be able to make changes on your behalf. If that is the case, Drop us a line and we will do our best to assist with your request. You can check the order status from of your order from My Account > Orders > Details > Shipping .
I'VE CANCELLED MY ORDER - WHEN WILL MY MONEY BE AVAILABLE AGAIN?
Prior to dispatch:
Your refund will be processed within 2 working days of actioning your request, and can take 5-10 working days to show on your card/bank statement. Please allow up to 28 days for international
After dispatch:
We aim to process your refund within 5 working days of receiving your return.
Your refund will be processed within 5 working days from we receive your goods and can take 5-10 working days to show on your card/bank statement.
Please allow up to 28 days for international If you have since closed the account, your bank will be able to assist in claiming the refund, we are unable to refund to an alternative card.
Please reach out to your bank directly In both scenarios, you will receive notification from Paypal or Stripe that a refund is being processed.
I'VE RECIEVED A FAULTY ITEM, WHAT SHOULD I DO ?
Please contact us immediately if the item is damaged/defective Drop us a line and we can usually arrange the return of most products within 28 days as long as the items are in unused re-saleable condition. Please include your order number when getting in touch it will help us to arrange your return as quickly as possible. Photographic evidence will be required to be provided.
pRODUCT & STOCK
HOW DO I KNOW THAT I'M BUYING A GENUINE PRODUCT ?
We go to great lengths to protect our Intellectual Property and have agents based globally that scout and shut down illegal websites claiming to be official PS merchandise providers.
WIL YOU BE GETTING MORE STOCK?
We typically discontinue items after 6 – 8 months, however items from our core range are so popular that we ensure they are available all year round. Look for “classic” in our product descriptions to identify them.
WHERE CAN I FIND YOUR SIZE GUIDE?
A size guide is provided with the product details.
HOW CAN I FIND OUT ABOUT YOUR ETHICAL SOURCING POLICY?
WHY AM I BEING RECOMMENDED ITEMS THAT ARE OUT OF STOCK IN MY SIZE?
The site algorithm shows items that were frequently bought together by customers who also bought the item currently being viewed and then makes the recommendation accordingly.
CAN YOU RECOMMEND ANY ITEMS THAT I MIGHT LIKE?
Our NEW ARRIVALS are highlighted with a red “NEW” tag making it easier to spot them.
PAYMENT, PROMOS & GIFT VOUCHERS
MY PAYMENT WAS DECLINED, WHAT SHOULD I DO?
If a transaction is declined, please contact the financial institution that issued your payment method.
HOW DO I GET A GIFT VOUCHER?
From time to time gift vouchers may be awarded by the PokerStars Store. We do not offer an option for purchasing gift vouchers.
HOW DO I USE MY GIFT VOUCHER TO PAY FOR AN ORDER?
You can use your gift voucher at checkout by applying the code in Discount Code > Enter Your Coupon Here.
I'VE LOST MY GFT VOUCHER, HOW CAN I GET A REPLACEMENT?
Drop us a line and we can usually arrange a replacement gift voucher within 30 days from the issue date.
CAN YOU TELL ME ABOUT YOUR ONLINE SECURITY POLICY?
Our Privacy Policy can be found here.
HOW CAN I GET AN INVOICE FOR MY ORDER
You can review and download your invoice from My Account > Orders.
HOW MUCH WILL THE CARRIAGE COST BE FOR MY ORDER?
Standard worldwide shipping and express options are available at additional cost, which will be displayed at checkout.
WHAT CURRENCIES CAN I USE TO PLACE AN ORDER?
Our site accepts payments in $ USD, € EUR & £ GBP.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all Major Credit/Debit Cards, Apple Pay, Google Pay and PayPal.