Orders usually take around 10 working days to make, stock allowing, but at busy periods they may take longer. If you require your items by a certain date, please contact us before placing an order.
Within UK: All orders under £50 value are sent by 2nd class Royal Mail recorded delivery to keep costs low, and all proofs are kept. Tracking numbers will be added to the Paypal transaction, so you should receive an email containing this. Please allow up to 15 days for delivery. If your order is not received within 15 days, a missing parcel claim will be submitted, and either your order replaced or refunded. Orders under £20 value may be sent with standard post with delivery confirmation, at our discretion.
Orders over £50 value are sent via Royal Mail Special Delivery or by courier, or split into smaller packages if possible.
Worldwide: Outside the UK: international orders are sent via Royal Mail international tracked/tracked & signed, which aims to deliver within 7 working days, but may take up to 10 weeks. We cannot be held responsible for delays outside our control. The buyer is responsible for any taxes or duty owed.
All orders, once dispatched, can be tracked via the Royal Mail tracking service.
It is the buyer's responsibility to be available for delivery. If a parcel is returned 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. The buyer is responsible to be available for delivery or collection. Parcels will be stored until you make arrangements for collection or redelivery.
Base shipping and handling rates are calculated by the total cost of the basket;
Up to £24.99: £2.75
Up to £49.99: £3.75
Up to £99.99: £7.50
Over £100: £8.50
This is to ensure your parcel is covered against loss or damage in transit.
Quoted rates are for UK orders only. Outside the UK, orders will have additional postage invoiced separately, based on the total weight of your order, with prices starting from £9. To request a postage estimate prior to ordering, please email [email protected]
Cancelling an order
You may cancel an order at any point up to when production begins, but as items are all hand made, there is not a fixed time scale, so if you have made a mistake or wish to cancel your order, please contact us as soon as you can, please email [email protected] If we have not started making your item/s, we will happily amend or cancel your order. Once production has begun, it is not possible to cancel your order.
If you wish to cancel your order after receipt, please contact us within 14 days to arrange a return and refund. See below. Please note, any customised, made to measure or personalised items, or materials cut to length, cannot be returned unless faulty.
Whilst every effort has been made to ensure these products are strong and durable, it is down to the owner to ensure the products are suitable for use with their pets before use. These items are hand made, not mass produced, and therefore finished products (and colours) may vary from those shown.
Please remember that any ribbons or fabrics on items are purely cosmetic, and do not affect the structure or performance of the items. These may be damaged by other objects (including but not limited to claws and teeth), so care must be taken. If you think your dog may scratch at its collar, it may be wise to remove the collar when not supervised. We cannot accept liability for cosmetic damage, or structural damage caused by neglect or misuse, scratching or chewing etc.
If you are unhappy with any purchase, please contact us to discuss it, within 14 days of receipt. Sending photos may speed up the process. Wewill happily offer a full refund on receipt of goods returned within 30 days of receipt, in unused, resalable condition. Please contact us first for return instructions. Please note, any customised, made to measure or personalised items, or materials cut to length, 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 via Paypal. Please make sure to send returns by a tracked shipping method, as items can only be inspected and replaced/refunded if they make it back! Only the cost of the cheapest tracked shipping method will be refunded, so please return items in their original packaging. The customer is responsible for items until they are received back.
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.