Refunds and Returns Policy
To return an item, please use our returns portal below.
Our policy lasts 30 days from receipt of the items. After this period of time, unfortunately we can’t offer you a refund or exchange.
If your item does not fit your dog and you feel a different size would be better, we will happily exchange an item for you.
To be eligible for a refund or an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging if applicable . Please check for any loose dog hair and remove it before returning the item to us, failing to do so may result in a stocking fee. In the occasion the item is returned to us in a completely unacceptable condition we have no choice but to refuse to give the refund.
Returning Your Product
Please use our online Returns & Exchange Portal to start the return/exchange process.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
When shipping an item you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and should package go missing it will be your chosen carrier you will need to contact for compensation. It is your responsibility to use the appropriate tracking service, and properly insure the package for loss.
The cost of returning any item to us will be your responsibility. If an exchange is requested we will cover the cost of this.
Shipping costs are non-refundable. If you receive a refund, the price of the original shipping will be deducted from your total.
Unfortunately any of our bespoke - made-to-measure coats cannot be returned. This will be made clear to you if you are ordering one of these coats, you will need to agree to this before purchasing by clicking a check-box. Therefore, please double check all your measurements before placing the order. These coats can only be refunded if the coat supplied does not match the measurements supplied, or there is a manufacturing defect.
If on the very rare occasion we have sent a product that is incorrect or not to the quality you expect, we will ask you to return it to us and we will reimburse the cost of your postage, please DO NOT send this recorded delivery.
PLEASE NOTE- If you have ordered from outside of the Uk we only accept returned items for refunds. We do not offer exchanges due to high postage costs. If you want a different size you would have to re order. (This does not apply to the UK)
To return an item for an exchange or a refund, please send it to us at :
Please include your invoice number (ideally a copy of your full invoice) and a brief description of how you want us to proceed. I.e exchange for larger size. Refund etc
Refunds (if applicable)
Once your return is received and inspected. We will proceed with the instructions given to us from you.
The exchange or the refund will be processed, and you will receive an email to confirm this. If you have requested a refund credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
There are items on our website that are non-refundable but this will be made clear to you when ordering.
The cost of returning a package is your responsibility. This will only be refunded by us if there is a manufacturing defect, or a mistake has been made on our part. Unless we have agreed to pay return costs, it is the buyer's responsibility to pay return postage
Cancelling an Order (before dispatch)
If you place an order and would like to cancel before dispatch, please contact us by phone and speak to us in person. We cannot cancel orders by email request because occasionally emails will fail to be delivered or end up on our Junk/Spam folder and therefore be missed. Sometimes during busy times emails might not get read until a time later than the dispatch time. Always phone and speak to somebody in person if you wish to cancel and order and obtain a refund for whatever reason. For obvious reasons, we cannot cancel any order after it has already been dispatched.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org, or give us a call 01407742919
Our shipping costs vary depending on how many items you’re purchasing, in the UK they start at £3.49.
The cost of shipping in Europe will be £8.99.
Other parts of the world vary, but it is made clear before you complete the order.
Many of our items are dispatched the next working day. This will be made clear on the website, if you need any help please get in touch with us.
Our hand made items will have a delay, the length of this delay will depend on the time of year; we are much busier in the colder months. If there is a prolonged delay, it will be clearly shown before you order.
When shipping an item for a return you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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. Please note the donation is non-refundable. Thank you for supporting us with our fundraising. Charity number is 1089464.
Phone: 01407 742 919
Address: Pen Y Bont (farm), Llanfigael, Holyhead, Anglesey, LL65 4DB, United Kingdom.