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 firstname.lastname@example.org
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.
We can ship all over the world. For collars/leads we normally use Royal Mail. UK deliveries are shipped with Royal Mail 1st Class. International shipments are shipped with Royal Mail international tracked & signed for.
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.
Please note that the shipping costs does not include any possible custom and import fees that may incur when placing an order from outside the UK (this includes EU countries since Brexit has come in to effect).
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 our products are handmade to order and lead times can vary depending on the current volume of orders. As a rough guideline expect 3-6 working days production time on collars/leads and 4-7 working days production time on beds.
All orders are shipped in recyclable packaging.
Although we're continuing to ship worldwide, couriers are experiencing heavy delays due to both COVID-19 and Brexit so please bear this in mind if you've placed an order outside the UK. Thank you for your understanding and patience.