Stoney Creek Women's Frostline Jacket

We aim to dispatch all orders placed by 3pm on the same working day for in stock items, orders placed after 3pm will be dispatched on the next working day (Monday to Friday, excluding bank holidays).

Free Delivery

All UK orders over £40 will receive free standard delivery, all UK orders over £99 will receive free express delivery and all UK orders over £500 will receive free next day delivery.

Order Tracking

All orders are dispatched via tracked delivery methods by DPD or Royal Mail, once your order has been dispatched you will receive a notification email which includes tracking details for your order.

On the day your order is due to be delivered you may receive an email or text from the courier with a 1-hour time slot for delivery (depending on location and delivery service).

We aim to deliver within the estimated timeframe, but sometimes delays can occur due to factors outside our control (e.g., courier issues or extreme weather). If your delivery is delayed, you’ll receive updated tracking information.

Just a quick note — your courier tracking email or text will show ‘Night Spark Ltd’ as the sender. Don’t worry, that’s us! Wild & Moor trades under Night Spark Ltd.

PIN Code Service

For all next day delivery and high value orders, we now use DPD’s secure PIN Code Service to ensure your parcel reaches you safely and securely.

When your order is dispatched, you’ll receive a unique delivery PIN Code by email and/or text from DPD. On the day of delivery, the driver will ask for this PIN and enter it into their scanner as confirmation, giving you complete confidence that your parcel will never be left unattended or handed to the wrong person.

To make sure you receive your PIN, please provide your current mobile number and email address at checkout —  you or a trusted person will need to provide this code when the courier arrives.

United Kingdom

Please note that delivery to Channel Islands, Isle of Man, Northern Ireland and Scottish Highlands & Islands may take an additional one to two working days compared to the estimated timescales above.

Republic of Ireland

European & International

VAT & Customs

Orders placed with delivery to European and International destinations are charged at 0% VAT. Prices displayed on our website automatically adjust based on your location (for example, if you’re shopping from Ireland, prices on our website will display at 0% VAT, which is the price you will pay at checkout).

Please note that customs duties, import taxes, and any applicable handling or brokerage fees are not included in the item or delivery price. These charges are set by the destination country and are the responsibility of the recipient.

If applicable, the courier or local customs authority will contact you directly to collect payment before delivery. We have no control over these charges and are unable to advise on their cost.

Pricing on our website is displayed based on your detected location (such as IP address). If you are using a VPN or location-masking service, prices shown may not reflect the final VAT rate. The correct VAT and total price will always be confirmed at checkout based on your delivery address.

Important Information

Please check that the item is marked as “in stock” if you are expecting your order to be dispatched on the same working day it is placed (orders must be placed by 3 pm, Monday to Friday). “Pre-order” and “custom-made to order” items have a longer dispatch timeframe, which is clearly stated on the product page.

For products marked “dispatches in x working days,” the dispatch timeframe starts from the next working day after your order is placed; for example, an order placed by 3 pm on Monday would be expected to be dispatched by Thursday.

If your order contains a mix of in-stock items and items that are on back-order or pre-order, we will usually hold your order until all items are ready to dispatch.

Missing Items

In the unlikely event that a parcel goes missing, a replacement or refund will be issued once the courier has confirmed the loss and completed their missing item investigation process. If you believe that your parcel is missing, please contact us in writing using the email address you placed your order with and we will contact the courier to start an investigation.

Once the courier has confirmed that the parcel is missing, you will be required to sign a loss confirmation document which may be sent via post — this must be returned to the courier, once the signed document has been received and acknowledged by the courier, a replacement or refund will be issued.

As a small family business, we appreciate your patience and understanding throughout this process. We take matters like this seriously and work hard to ensure everything is handled correctly and efficiently.

Returning Unwanted Items

We want you to be completely satisfied with your purchase, but if you’ve had a change of heart, you can return unwanted items purchased through our online store within 14 days of receiving your order. 

Step 1: Check if you’re eligible

• Unwanted items must be returned within 14 days of receiving your order
• Unwanted items must be in original unused condition and packaging with all tags and labels attached
  
• Unfortunately returns outside of this timeframe cannot be accepted

As a small family-run business, these timelines help us stay fair to all our customers and continue offering the personal service we’re proud of.

Step 2: Let us know

• To help us process your return as quickly as possible, please email us on  info@wildandmoor.co.uk within 14 days of receiving your order to let us know which item(s) you'd like to return

Step 3: Complete the returns form

• Download and print a copy of our Wild & Moor Returns Form
• Complete the returns form and include this with your parcel
• Please let us know in the returns form whether you’d like a refund or an exchange — if you’re requesting an exchange, please include which item(s) or size you’d like to swap to
• No printer? No problem — just write the required details on a piece of paper

Step 4: Send your return

• Package items securely to avoid damage
• Please send clothing back clean and free from odours, marks or pet hair (we love animals, but sadly we can't rehome their fur) — returns received in an unsaleable condition may be rejected
• Send your item(s) to the return address included in our returns form, we recommend using a tracked or recorded delivery service
• While we strive to offer competitive prices and free delivery, return postage is the responsibility of the customer

Step 5: We process your refund or exchange

• We aim to process refunds and exchanges within 5 working days of receiving your return
• Your refund will be issued to the original payment method, once processed refunds may take 3 to 5 working days to appear in your acccount

In a rush? If you’re exchanging for a different size or item, it’s often quicker to place a new order then simply return your unwanted item(s) for a refund. This guarantees you get the item you want without waiting for an exchange.

Returning a Faulty Product

Despite our thorough product checks, occasional faults may occur. If you encounter an issue, contact us at info@wildandmoor.co.uk promptly for swift assistance. We may request a photo or video of the problem to expedite resolution.

If the problem cannot be resolved, and it's within 30 days of purchase, we'll either exchange or refund your order.

After 30 days, if a manufacturing fault is identified, we'll adhere to the terms outlined in the Consumer Rights Act 2015 by repairing or replacing the product.

Free Gift

If your order included a 'free gift,' it must be returned along with your order if you are requesting a full refund for your complete order, however if the value of your retained items remains over the 'free gift' threshold, you may keep hold of the 'free gift'.

If you forgot to include the 'free gift' with your initial return, you may send it back to us and your refund will be processed upon receipt.

Damaged Product On Arrival

While we strive to dispatch products in perfect condition, if you receive a damaged item, please notify us at info@wildandmoor.co.uk within 24 hours of receiving your order.

To view our full terms and conditions, click here.