Frequently Asked Questions
Check most frequently asked questions here, if you still need help then please contact us at firstname.lastname@example.org
- Yes you can - for more information please have a look at our full Refunds and Returns Policy. If you have ordered any of our custom, made-to-measure items then you will only be able to return these products if the measurements were not as specified, or there is a manufacturing defect. You will be made aware you are buying a custom coat at the time of purchase because you will have to agree to these terms before placing an order.
- We only accept returns for a refund on any orders outside of the UK.
Please use our Return & Exchange Portal below for a speedier resolution
Yes you can- please have a look at our refunds and returns policy for more information or use the Return & Exchange Portal below to start.
Yes we do- we ship world wide
Postage to the UK for one item is £3.49 and increases slightly with each item - postage is calculated at check out. Items are sent by Royal Mail 48 Tracked service.
Postage varies depending on which country we are sending items too. The price is calculated at check out.
- Europe: £9.99
- Rest of World: £16.99
Items are sent by Royal Mail International Tracked service.
Lots of our products are shipped from us the next working day. However the handmade items take longer, and the delay depends on how busy we are. We will make you aware of our wait times before ordering, we use a banner at the top of each relevant page. If you need any advice please give us a ring 01407 742 919 (UK)
Our packages are sent by Royal Mail 48 tracked services. Please allow a few days delivery after posting. Packages can not be deemed lost until 2weeks after dispatch (this is Royal Mail policy). You will be able to track your package a few hours after it has been collected from us. Email / SMS updates will be sent out to you also.
Packages can take 1-3 weeks after being sent out from us. You will be able to view tracking online a few hours after being dispatched by us.
IN A RUSH? If you are in a particular hurry to receive a coat, please give us a call (01407 742 919), we may be able to offer you a stock-item coat that will be available for immediate dispatch.
All our mail is dispatched using the Royal mail- you will have received a tracking number when we dispatched you order.
We cannot class a parcel as missing until it is 2 weeks over due as this is The Royal Mail policy.
If you need any help regarding this information please get in touch with us .
We have currently stopped posting to Italy as we have received the message below from the Royal Mail. Once the problems are sorted we will begin shipping to Italy again- sorry for any inconvenience.
'We have been advised by Poste Italiane that severe delays are being experienced in processing postal items due to serious IT problems in Italian customs. This is affecting all postal shipments from outside the EU.
Although we are continuing to ship items to Italy at the moment, due to these technical issues being experienced once they arrive, they currently face delays of at least several weeks before being processed by customs and delivered by Poste Italiane. We are in constant dialogue with Poste Italiane, but they have so far been unable to give us a date when these issues will be resolved. Therefore, please consider the current situation carefully if you are posting items to Italy as they will face severe delays once they arrive in the country. We will provide further updates as soon as we have them.'
We post our items using The Royal Mail tracked 48 hour service.
Unfortunately due to various reasons - parcels can be delayed after they have been dispatched from us, and we ask for your patience and understanding that we cannot guarantee the delivery date. Please see the royal mail website for more information regarding festive holidays and Bank holidays .https://www.royalmail.com/
Please note local custom charges/ import duty may be applied, we can not be held responsible for these, so please double check and make sure you are happy with the charges (if applicable) before ordering.
Once you have placed your order you will receive your tracking number via email. If for any reason you do not receive this , please give us a ring 01407742919.
There is a detailed guide on our website with full instructions- have a look at 'How to measure your dog ' you will find this at the bottom of the website too. If you need any help or advise, please give us a call 01407 742 919 (UK)
Each dog is different and different coats suit different dogs. We have tried to make our website easy to use and have separated the coats into categories. We offer lots of different styles of coats but the main difference is some are fleece lined , which are perfect for cold winter walks and the others are either mesh lined or unlined, which are ideal for warmer wet days. If you need any further help please don't hesitate in getting in touch with us. 01407 742 919 or email@example.com
When we aren't working , we spend a lot of our spare time fundraising for Cancer research UK ( and have done for many years now) . When we realised we could give our customers a chance to support our fundraising at the end of their purchase, we thought it was to good a opportunity to miss out on. 100% of your donation is given to the charity and you will be sent (with your order ) a Cancer Research UK merchandise e.g. band or badge.