Delivery and Returns
We understand our customers are excited about their orders and want to try their new outfits asap. We aim to dispatch your order within 1-3 working days. Should there be a delay, you will be notified via email or text so you are aware of any changes at all times.
You can choose your preferred shipping method when checking out. You can see a breakdown of shipping times and costs with each option.
ROYAL MAIL 2ND CLASS - FREE ON ORDERS OVER £35
All other shipping options below are based on the weight of your parcel.
ROYAL MAIL 1ST CLASS
ROYAL MAIL 1ST CLASS TRACKED
ROYAL MAIL SPECIAL DELIVERY
Please allow a few hours for your tracking information to update via the link sent in your dispatch notice.
In some instances shipping 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.
All international orders are shipped Royal Mail.
The cost of shipping will be calculated on the weight of your parcel.
Please allow a few hours for your tracking information to populate via the link sent in your dispatch notice.
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 sadly 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 here.
Please contact us at email@example.com 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: firstname.lastname@example.org
RETURNS AND EXCHANGES
We love everything we sell and making sure that you and your dog are happy is our number one priority. If your dog (or you) is not 100% satisfied with your purchase within 14 days of receiving your item, you can return it for credit, a refund or an exchange. No questions asked.
The product you are requesting to have refunded/exchanged must be unworn, with tags and pet-hair free (so we can resell it) to be eligible.
Please email us at email@example.com with your purchase number, the reason for your return (as we always aim to better our customers’ experience) and whether you prefer a refund, exchange or store credit. We will then provide you with our returns address. Please note we cannot be held responsible for any orders that do not make it back to our offices, so make sure to send your order ‘signed for’.
Return shipping costs is not covered by us!
Once we receive the item(s), we'll email you and issue your refund/store credit or send out your exchange. Easy!
Please don’t forget to include the following when returning an order to us:
- Order Name
- Order Number
- Email address used to place your order, and if different, the email you contacted us on to request your return.
For any questions regarding returns please email: firstname.lastname@example.org