Terms & Shipping

Returns & Exchanges

If for any reason you are unhappy with your order and you wish to organise a return, exchange or refund of any item please send us an email at hello@vackertass.co

You must return any products within 14 days of receiving them to receive your refund or exchange. All items must be returned new, unused and with all tags and original packaging. Please note: Unless faulty, we are unable to accept returns on any item that has been used or returned in an unsaleable condition.

Unless the product is faulty the buyer is responsible for any return costs. We recommend shipping your return with a tracked service as we do not refund for any items lost in shipping. Refunds excludes all shipping costs.

Shipping

We can ship all over the world. For collars/leads we normally ship with Royal Mail, and always with a tracked service.

Beds are always shipped with Parcelforce 48hr service within the UK. For international deliveries we normally use Parcelforce, DPD or FedEx, always with a fully tracked service.

All our products are handmade to order and lead times can vary depending on the current volume of orders. As a rough guideline expect 3-7 working days production time on collars/leads and 7-14 working days production time on beds.

Please note that shipping costs do not include any customs or import fees that may apply when ordering from outside the UK (including EU countries). These charges are the responsibility of the customer.

If an order is returned to us due to unpaid customs fees, we will refund the order minus the original shipping cost and any import and handling fees charged to us.

If you have the possibility to collect in person from our studio in east London (E17) you're welcome to do so and won't be charged for shipping. This option is available at check-out (UK orders only).

All orders are shipped in recyclable packaging.