Inwild Reviews 

Reply from Inwild

5 days ago

Dear customer,

Thank you for your feedback. We are sorry to hear that your experience did not meet your expectations.

Our company is based in Italy, and this information is clearly available in our company details on our website. After receiving your report, we promptly opened a warranty claim with the product's supplier on your behalf.

As stated in our warranty policy, for customers located outside the European Union, the shipping costs associated with returning an item for warranty inspection are the responsibility of the customer. We understand that, in some cases, these costs may be significant compared to the value of the product, and we appreciate that this can be frustrating.

We always aim to assist our customers throughout the warranty process and regret that, in this case, the return shipping costs prevented the claim from proceeding. We appreciate your feedback and will take it into consideration as we review how we communicate our warranty terms to international customers.

Kind Regards
Inwild Team

Reply from Inwild

Jun 8, 2026

Dear customer,

thank you for your feedback.

We are sorry to hear that your experience did not meet your expectations.

As an Italian company, all orders shipped outside the EU may be subject to customs duties and import charges imposed by the destination country's authorities. Before completing checkout, customers are shown a highlighted notice regarding these charges and are required to actively confirm their acknowledgement by ticking the relevant checkbox. Without this confirmation, it is not possible to proceed with the purchase.

Regarding returns, products must be shipped back to our warehouse in Italy. As stated in our Terms and Conditions, return shipping costs are the responsibility of the customer. Customs charges may also be incurred when goods cross international borders, and these charges are likewise outside of our control.

We understand that international returns can be costly and time-consuming, particularly when a size exchange or return is required. We regret the inconvenience this caused and appreciate your feedback.

Kind Regards
Inwild Team

Reply from Inwild

May 14, 2026

Dear customer,

thank you for contacting us and sending us feedback.

Please note that information regarding possible customs duties and courier administrative charges for UK deliveries is displayed during the shipping selection step before checkout is completed. This allows customers to review any potential additional costs before confirming their order.

As we ship internationally, we operate different regional versions of our website, including our .co.uk store for UK customers. However, company information and our business location are clearly available in the “About Us” and legal information sections of the website. https://www.inwild.co.uk/legal-information

We understand that customs procedures can sometimes be frustrating, and we are continuously working to make all shipping information as clear and transparent as possible for our customers.

Kind Regards
Inwild Team

Reply from Inwild

Apr 8, 2026

Dear customer,

We take feedback seriously; however, your claim has been thoroughly investigated and does not align with our findings.

The item you purchased was received directly from our supplier and processed through our warehouse under standard quality control procedures. At no point was any irregularity detected. The parcel dispatched to you was intact and showed no signs of tampering during transit.

Based on these verifications, we have no evidence to support the claim that the product was incomplete at the time of shipment. As such, we cannot accept responsibility for the issue described.

We remain available to review any verifiable evidence you may wish to provide, but we will not proceed with claims that are unsupported by our internal checks.

Kind Regards
Inwild Team

Reply from Inwild

Mar 5, 2026

Dear customer,

thank you for placing feedback.
We’re sorry to hear that you were disappointed with your experience, and we appreciate the opportunity to clarify a few points.

Return requests are reviewed and approved manually rather than automatically, which means they may not always be processed on the same day. As soon as your request was reviewed, the return was approved and instructions were provided.

Regarding the return location, our company is based in Italy and all returns are sent to our headquarters. This information is not hidden — it is clearly stated during checkout that orders are shipped from the EU, and our full company details, including our Italian address, are available on our Legal Information page.

As outlined in our return policy, return shipping costs are the responsibility of the customer. Additionally, refunds are processed according to the actual value received after any applicable import duties or handling fees charged by carriers or customs authorities when items are returned from outside the EU.

We always aim to be transparent about our policies and encourage customers to review the shipping and return information available on our website before purchasing.

Kind Regards
Inwild Team

Reply from Inwild

Jan 21, 2026

Dear customer,

thank you for placing feedback.
We’re sorry to hear about your frustration and we appreciate the opportunity to clarify the situation.
Your order was placed on Saturday 27th. Our warehouse operates Monday to Friday. For this reason, your order was processed and shipped with UPS on Monday, December 29th, the first working day after your purchase.
Unfortunately, during this period couriers were experiencing exceptionally high volumes, which caused delays outside of our control. We can confirm that your order has now been successfully delivered.
We sincerely apologize for any inconvenience this delay may have caused.

Kind Regards
Inwild Team

Reply from Inwild

Jan 22, 2026

Dear customer,

thank you for contacting us and sending us feedback.
We’re truly sorry for the inconvenience caused by the wrong size being sent and for the frustration this situation created.
As an Italy-based company shipping internationally, return shipping from the U.S. can unfortunately be very expensive. For this reason, our first proposal was to let you keep the items and issue a partial refund, so you wouldn’t need to return them at your own expense. When this solution was understandably not acceptable to you, we offered a full refund instead, requesting proof of disposal of the incorrect items as an alternative to a costly international return. This is a standard practice many small businesses use in similar situations.
We can confirm that the full refund has now been issued.
We apologize for the inconvenience caused.

Kind Regards
Inwild Team

Reply from Inwild

Sep 12, 2025

Dear customer,
thank you for contacting us and sending us feedback.
We’d like to clarify that the shipping method selected at checkout was the Postal Service, which has an estimated delivery time of up to 25 working days (excluding weekends and public holidays).
According to the tracking information, the parcel appears to have been delivered to a depot. We understand from your message that the courier has not provided any further details or notification, which we completely understand can be frustrating.
While couriers typically do not accept claims before the full estimated delivery window has passed, we have taken the initiative to open a case with them on your behalf, given the circumstances.
At this stage, we are unable to issue a refund while the parcel is still in transit or awaiting confirmation. A formal written confirmation from the courier declaring the parcel as lost is required in order to proceed with a refund.
Please rest assured that we are actively following up with the courier and doing our best to expedite the process. However, these investigations can take some time as they handle multiple cases simultaneously.
We sincerely apologize for the inconvenience and appreciate your patience and understanding as we work toward a resolution.
Kind Regards
Inwild Team

Reply from Inwild

Jul 18, 2025

Dear customer,
thank you for contacting us and sending us feedback.
We are sorry to hear that the custom charges have inflated the price of your purchase, however unfortunately custom procedures are out of our control and therefore we cannot advise clients in advance how much the additional fees will be.
UK is not part of the EU anymore and therefore for goods imported from abroad custom charges apply.
However we inform the client in the cart that there are additional charges to be paid at the time of delivery, and a pop up window with information regarding custom fees is shown before proceeding to checkout.
In order to continue to the payment page, the customer must click on the “I understand, proceed” button.
Kind Regards
Inwild Team

Reply from Inwild

Jul 18, 2025

Dear customer,
thank you for contacting us and sending us feedback.
If you kindly check this page https://www.inwild.co.uk/legal-information , you will see that we publish the address where we are located in.
Since we ship worldwide we have different versions of our website, however our location is the same.
Our products are covered by 2 years of warranty. If the client wishes to file warranty, he/she must contact us because the case must be filed through Inwild. The warranty case, however, is carried out by the supplier because as a retailer we can only act as intermediate between the client and the supplier.
Kind Regards
Inwild Team