SHIPPING & RETURNS
IMPORTANT: COVID-19 PANDEMIC UPDATE
Please note that due to the current pandemic crisis and the restrictions this brings, a delay of deliveries is possible.
There are delays across the Royal Mail network both in the UK and Internationally. Therefore please expect delays of up to 5-10 days (UK) and 1-3 weeks (International, depending on where you are, this varies greatly.)
We aim to dispatch orders within 5 working days for all made to order items (Collars & Leads etc). You will receive a dispatch notice as soon as your order is being pre-pared for packing and we will ship within 1-2 days of this email.
Standard delivery: Royal Mail 1st Class - £3.50
Tracked delivery: Royal Mail 1st Class - £4.50
If you have purchased a tracked delivery method, your tracking information will be sent in your dispatch notice. Standard shipping options are not trackable.
Royal Mail 24HR delivery aims to deliver within 24 hours (one working day).
In some instances these times may be exceeded by Royal Mail. We cannot be held responsible for any delays caused by Royal Mail, these delays (if any) are out of our control. Please allow 5 working days to pass before reaching out to us if you have not received your parcel.
Tracked International Delivery: £13.00
For tracked mail, click the link in your dispatch notice email. Please allow 48 hours for your tracking to populate and update.
Typically for Europe, the delivery aim is 5-7 working days from dispatch. In some instances this may take up to 10 working days. Please allow 15 working days from your dispatch notice email for your parcel to arrive before contacting us. We cannot be held responsible for any delays caused via the carrier and/or customs.
For everywhere else, the delivery aim is 7-10 working days from dispatch. In some instances this may take up to 15 working days. Please allow 20 working days from your dispatch notice email for your parcel to arrive before contacting us. We cannot be held responsible for any delays caused via the carrier and/or customs.
We are not liable for local customs and sales tax. Your local customs authority may notify you once your order reaches your country and customs and sales tax may be applied and paid by you before you receive your goods. Any customs delay or charges that may occur is beyond our control.
Lost / Stolen / Damaged parcels
We cannot be held responsible for lost or stolen parcels. Once your parcel leaves our hands, it is the responsibility of the carrier to deliver your parcel. By purchasing you adhere to these conditions. In the unlikely event your parcel has not arrived or has arrived damaged, you can look to make a claim with Royal Mail.
Please contact us at firstname.lastname@example.org for any details they require to assist with your claim. The outcome of this claim is out of our control and we are unable to make any influence on the carriers decision.
For any questions regarding shipping please email: email@example.com
RETURN & EXCHANGE POLICY
If you wish to cancel your order, please contact us immediately via email at firstname.lastname@example.org and we can confirm if your cancellation has been successful within 2 working days. Due to our products being custom made, we are unable to cancel your order if you email us after 48 hours have passed since placing your order.
Due to our products being custom made, we can only refund damaged or faulty items. In the unlikely event that your product arrives damaged or faulty this may be returned for a replacement or full refund (including shipping). You must notify us within 7 days of receiving your parcel via email at email@example.com and we will get back to you within 3 working days. The item(s) must be returned to us within 7 days of receiving our reply in order to be replaced/refunded.
Please ensure to double check your sizing before placing an order, you can always reach out to us for help. If your order arrives and you notice you ordered the incorrect size - we will accept a return in exchange for a store credit for the value of the item(s) purchased (excluding shipping costs) only.
You must notify us within 7 days of receiving your parcel via email at firstname.lastname@example.org and we will get back to you within 2 working days with details on how to make a return. The item(s) must be returned to us within 7 days of receiving our reply in order to be accepted. You are responsible for return shipping costs.
Returned merchandise must be in the condition sold with original packaging and any tags intact. Goods must be unused, in perfect condition and remain in a re-saleable condition so we recommend a careful indoor try on (clean pups only please!) if you need to try on an item. We regret that we cannot accept returns or exchanges for goods that are not in perfect condition.
Please make sure that your return is well packed and includes your order information inside of the parcel including your Name + Order Number and/or email address used to place the order so that we can identify your return quickly and speed up the returns process for you. We cannot accept liability for goods lost or damaged in transit therefore we would recommend that you obtain a free 'Certificate of Posting' from the Post Office or choose to send the goods by Recorded Delivery for your records.
Please allow 7 days for us to process your return and arrange your store credit note. If you have not heard from us after 7 days have passed, please contact us via email at email@example.com
Credit Notes are valid for 6 months from the date they are issued to you and can only be redeemed in a single transaction for the designated amount or greater, and are not valid to be redeemed with any other promotions. Delivery charges will apply.
Please note that the purchase of sale items are final and are not eligible for return unless the product is damaged or faulty.
For any other questions or if you'd like to get in touch you can email us at: firstname.lastname@example.org