Frequently Asked Questions
How long do I have to exchange items?
We accept returns and exchanges within 14 days of the delivery of your items. In the event of a faulty or damaged item we accept returns within 7 days of the delivery of your items.
Where should I return my order?
Please email us at email@example.com and we will give you the exact return address in the UK.
Do you offer free returns?
Unfortunately we do not refund the cost of postage, unless the refund is due to a faulty, damaged or incorrect item, in which case we cover the cost of the return and send a pre-paid return label.
How long does it take to process my returns?
We try our best to process returns as soon as possible, it can take up to 10 days when we are very busy.
Do I have to pay postage to exchange?
Like all returns, we do not cover the cost of postage unless the item is faulty or damaged.
I would like to speak to someone in person, how can I do that?
We are always happy to help as much as we can. We are available during normal office hours Mon-Fri 9am-5pm GMT, you can email us at firstname.lastname@example.org.
How do I measure my dog?
Please refer to our Size Guide (click and directs you directly to this) for instructions on how to find the perfect size for your pet.