FAQ
Placing orders
When I want to buy something with the Wolf Clan Store, do I have to register myself?
First, you can view our entire product range with all the details. When you have selected items to purchase however, you must enter a simple registration to continue with the purchase, we will need your email address, billing address, and shipping address. If you would like, you may also register your telephone so that we can reach you quickly in case of questions.
When I order from the Wolf Clan Store, is the website secure with my private data?
Data protection is a matter of trust and your privacy is important to us. We shall therefore only use your name and other information which relates to you in the manner set out in this Privacy Policy. We will only collect information where it is necessary for us to do so and we will only collect information if it is relevant to our dealings with you.
PRODUCT SOLD-OUT
A product is sold-out, when will it be back on the webshop?
It is possible that a product variety is temporarily sold-out. When the item is back in stock we will directly change the inventory on the webshop. Do you have special wishes or you’d like to be updated when there is a restock please let us know: info@toffmusic.com
ORDERING
How do I place an order?
Choose your item, choose if needed the right size and click on the cart. The product will be placed in your shopping card. Is your basket filled with all your needs then you can click on the cart button on the top rightsize of the webshop. You can follow the payment steps to place your order. After the order is placed and payed you’ll receive the confirmation e-mail of the order and the payment. If you ordered on a working day before 16:00, your order will be picked and delivered at Bpost the same day.
If you got any problems during the ordering process don’t hesitate to ask for help: info@toffmusic.com/ webshop@hardsupply.com
Which payment methods are available?
Hard Supply got different payment methods, it’s possible to pay with iDeal, Visa, MasterCard, Bancontact/MrCash, Giropay, PayPal and Wire transfer.
SHIPMENT
How long will it take before I receive my parcel?
Bpost will do everything to be sure that your parcel will be as soon as possible delivered at your home. When you ordered before 16:00, your parcel will be provided the same day to Bpost.
What are the shipment costs?
The shipment costs will be visible when you select the country at the payment of the order. We do our best to keep the shipment costs low as possible.
How can I track my order?
If you ordered before 16:00 on a working day then we send your parcel the same day. You’ll find in your order confirmation the track&trace link. With this link you can follow your parcel.
Didn’t you get any confirmation e-mail or the status of your parcel is unclear, please feel free to send an e-mail to info@toffmusic.com. We’ll check your status ASAP and will do everything for clearness about your order.
My parcel did not arrive, what now?
Be sure the first thing you’ll do is to check the track&trace status. If you did not get any proper answer then the best option is to send us a e-mail: info@toffmusic.com
My parcel was sent to the wrong address ,what now?
You are the one that fills in the address data at the order procedure. All responsibilities are for your own that the address is right!
If an order may be undelivered due a wrong address or wrong personal data then we don’t take the blame for it.
The costs for any remand will be passed for the costumer.
What is the policy for remands?
In the case you’re not happy with the received product or the product does not reach the expectations it is possible to remand your product to hard supply. This must be happen within 14 days of the invoice date.
You can change the product for something else or you can ask for a refund or a shop credit.
1.The best way to inform us about your dissatisfaction is to mail us at info@toffmusic.com with your question and needs. Be sure you’ll add your invoice number and personal data for a smooth settlement.
2. We stand ready to assist you in case you want to change the item in another color, design or size. If we can help you with some advice, we will do of course.
3. If you don’t want to remand and you’d like to have a refund or shop-credit, please let us now.
4. Complaints about production errors or failures should be reported immediately after you received your goods.
5. Remands must be exactly the same as you received them. Articles must be unused and must have the original labels and packing.
6. Inside Belgium, Netherlands, Germany and France we’ll not charge any extra costs for any remand. If you ask you’ll get the retour-ticket to send your parcel back. For remands the costumer has to pay the shipping costs for a new consignment.
7. Pay attention: for the remand outside this four countries wil be charged a consolation fee for sending a return label.
8. Incorrect delivery or incomplete deliveries will Toffmusic/ Hard Supply naturally assume the shipping costs in order to provide the correct delivery. Let us know if there is something lacking in the order or a faulty product is delivered.
Exception: The customer remains responsible at all times for the entry of his right person and address.
Incorrect entry and related non-delivery and return shipment Toffmusic/ Hard Supply will not be liable for the cost of re-shipment. In consultation with the customer, a fee will be agreed.
I returned my order asked for a refund but have not received a credit note?
No worries. We still have not received your remand. You can reach refund of the purchase price to expect the money within 5 days your account.
Other questions
How can I pay my order?
You can pay with Paypal, iDeal and direct bank transfer, the bank-account details will appear after the checkout on your order conformation mail.
What are the costs for Creditcard, iDeal and Paypal?
The costs for the payments are for the Wolf Clan Store.
Are new products added regularly to the website?
Yes, we add new items or products when they come out. So we advice you to visit the Wolf Clan Store regularly, when you are looking for specific products.
I have received a voucher code, how can I use it?
Search for the product that you would like to purchase and put it in your cart. When you will go to your shopping chart, you will have the possibility to enter your voucher code. Please keep in mind that codes can only be used once and are not exchangeable for credits.