Shipping and Returns..
Will my order be processed over the weekend?
The cut off time for orders is 16:00 hrs. Orders received after this time will result in the order being processed the next working day.
Please note that orders received, on Saturday or Sunday, will be classed as received on Monday (except those received on Bank Holidays, which will be classed as received on the following working day).
My Order is late what should I do?
Please check the approximate lead time on the products More info+ description and our confirmation email. We understand you will be looking forward to receiving your order but please be patient with us. We work alongside other small independent business and we work hard to fulfil our customers orders as quickly as possible. If your order is later than suggested or if you have any further concerns, please do not hesitate to contact us. firstname.lastname@example.org
How do I return something?
Please inform us of your intention to return the item within 14 days at email@example.com We will inform you of the return address and instructions. Once this has been confirmed, please return the item back to us within a further 14 days.
How do I get a refund on non-custom-made products?
It needs to be returned to us in ‘Saleable Condition’ this means that the item is in the condition you purchased it, unused, unworn & without any dog hair, bite marks, food, grease, dirt, etc. Also, please take care not to scent the item with perfume.
Can I exchange a custom-made product?
We offer a one-time alteration or exchange for a similar product type from the same brand. The product type is described in the More info + Content' we will also confirm this before we proceed with the order
Can I return a custom-made product?
Our usual returns policy does not apply to custom-made products, so please check all details carefully before ordering. Any errors on your part will be your responsibility and the custom-made product cannot be returned to us for a refund.
Who pays the shipping cost on returns?
We’re very sorry that returns are not free-post; offering this would mean higher prices and we prefer to offer you universally, unbeatable value.
I need to talk to someone?
Our customer satisfaction is extremely important to us and we encourage you to get in touch by email at firstname.lastname@example.org. We will do our best to assist you. Someone from our customer service team will get back to you within two working days 'Mon-Fri'
What is the policy for defective/broken products?
If products are faulty, we will of course meet our obligations under the Consumer Guarantees Act to provide a remedy. In the highly unlikely event of a problem, please contact us at email@example.com.
Goods are refunded only if they are considered faulty during initial use 'within 30 days' If the item has been damaged due to improper use, chewing or scratching, we will not be able to offer you an exchange or a refund. However, please still get in touch with us as we may be able to arrange a repair.
What if my order is delayed or lost in the post?
Please allow us 21 working days from notification to make all necessary enquiries with the courier or postal services. Refunds or exchanges will not be arranged