Our Store Policies
Order processing time is normally 3-5 working days. We will contact you if we anticipate any delays.
All orders are processed for shipping using Royal Mail and are sent first class. Please allow up to 20 working days for you item to be delivered, if your order has not arrived after 20 working days a lost postage claim may be made and a replacement order processed.
International packages are also sent via Royal Mail. Any additional taxes due for imported goods is the responsibility of the buyer.
It is the buyer's responsibility to be available for delivery. If a parcel is returned to us as "undeliverable" you will be contacted to check your postal address. If there is a mistake on your part, you will be liable for a re-delivery charge. Any parcel that is not collected from the post office holding depot and returned will be liable for a re-delivery charge. Please note that any personalised or customised goods are non-returnable, and therefore if you fail to make re-delivery arrangements your order shall not be deemed as rejected, and cannot be cancelled and refunded.
If you are unhappy with any purchase, please contact us to discuss it, within 14 days of receipt.
We will happily offer a full refund on receipt of goods returned within 30 days of the return being authorised, in unused, resalable condition. PLEASE NOTE. Customised or made to measure items cannot be returned unless faulty, so please double check all measurements, spelling and numbers when ordering.
The buyer is responsible for all return shipping costs unless the item being returned is faulty. In such cases, once the item is received and inspected, if it is found to be faulty, shipping costs will be reimbursed.
This does not affect your statutory rights, under the distance selling regulations or consumer contracts regulations. In case of dispute, English Law applies to all contracts.
You may cancel an order at any point providing it is not a specially sized dog collar or harness and we haven't started to make it, as all our items are handmade by us the time we have started making your order may vary and therefore recommend you contact us as soon as is possible. If your order has not been started, we will happily amend or cancel your order. Once production has begun, it is not possible to cancel your order.