Delivery & Returns Information

UK Delivery

We aim to dispatch orders within the timeframe stated on the individual product listing.

Once your order has been dispatched, you will receive confirmation and tracking information where tracking is available.

Delivery times are estimates and are not guaranteed. Once an order has been handed to the postal service or courier, delivery times are outside of our control.

Please ensure that the delivery address provided at checkout is correct. We cannot accept responsibility for delays or additional costs resulting from an incorrect or incomplete address supplied by the customer.

International Delivery

We are happy to send orders internationally.

International orders typically arrive within 7–14 working days, although delivery may take longer due to customs processing, local postal services or circumstances outside of our control.

Please note that international delivery times are estimates only and are not guaranteed.

Customs, Import Duties & Taxes

Orders shipped outside the UK may be subject to import duties, customs charges, import VAT, taxes, customs clearance fees, handling fees or other charges imposed by the destination country, customs authority or local postal/courier service.

These charges are the responsibility of the customer and are not included in the product price or postage paid to us.

We have no control over the amount of these charges and cannot predict exactly what a destination country or postal service may charge.

Customers are responsible for checking the import requirements and potential charges applicable to their country before placing an order.

By placing an international order, you acknowledge that additional charges may be payable before your order can be delivered.

Refusal to Pay Customs Charges

If an international customer refuses to pay applicable customs duties, import taxes or other charges, the parcel may be held by the postal service and subsequently returned to us.

If a parcel is returned because the customer has refused delivery or refused to pay applicable import/customs charges, this does not automatically entitle the customer to a refund.

Where a refund is legally due, any costs that we are legally permitted to deduct may be deducted from the refund, including costs arising from the refused delivery or return of the parcel.

We cannot refund customs duties, import taxes or charges that have been imposed by the destination country or its postal/customs authorities, as these charges are outside our control and are not payments made to us.

Returns & Cancellations

Custom-Made & Personalised Items

Many of our products are made to order and/or personalised according to the customer's individual choices.

This can include items where the customer selects colours, materials, sizes, fastenings, wording, names, text, designs or other available options.

Because these products are made specifically according to the customer's selections, they may be excluded from the standard 14-day cancellation right for online purchases where the applicable consumer law provides an exception for goods made to the customer's specifications or clearly personalised.

For example, a collar made using colours and hardware selected by the customer is made specifically for that customer and may not be eligible for cancellation simply because the customer has changed their mind.

This does not affect your statutory rights if an item is faulty, damaged, incorrectly made, not as described or otherwise does not meet the requirements of applicable consumer law.

Standard (Non-Personalised) Items

Where an item is not personalised or custom-made and the applicable consumer law gives you a right to cancel, you may be entitled to cancel your order within the applicable cancellation period.

If you wish to cancel an eligible order, please contact us as soon as possible.

Items must be returned in accordance with our return instructions and, unless the item is faulty or incorrect, the customer may be responsible for the cost of returning the item where permitted by law.

Faulty or Incorrect Items

We want you to be happy with your purchase.

If your item arrives faulty, damaged, incorrectly made or materially different from what you ordered, please contact us as soon as possible with details of the problem and photographs where appropriate.

We will investigate the issue and, where required by applicable consumer law, provide an appropriate remedy such as a repair, replacement, price reduction or refund.

Please do not return a faulty or incorrect item without contacting us first, as we will provide the appropriate return instructions.

Incorrect Size or Customer-Selected Options

Please check all measurements, colours, fastening choices and other options carefully before placing your order.

For custom-made products, we make the item according to the options selected by the customer at checkout.

If an item has been made correctly according to the customer's selections but the customer subsequently decides that they wanted a different size, colour, fastening or other option, this will generally be treated as a change of mind rather than an error on our part.

Custom-made items may not be eligible for cancellation or return where the applicable consumer-law exception for personalised or made-to-order goods applies.

Returns Due to Customer Error

If an order has been made correctly according to the information and options supplied by the customer, but the customer has provided an incorrect:

size

measurement

colour

fastening

personalisation

spelling

delivery address

or other order detail

we cannot accept responsibility for the resulting error.

Where we are able to offer a replacement or remake, additional costs may apply.

This does not affect any statutory rights you may have where the product itself is faulty or does not conform to the contract.

Returned or Refused International Parcels

If an international parcel is returned to us because:

• the customer refused to pay customs or import charges;

• the customer refused delivery;

• the parcel was not collected from the local postal service;

• the customer provided an incorrect or incomplete address;

• or the parcel could not be delivered for reasons attributable to the customer;

we will wait until the parcel has been returned and received by us before determining what options are available.

Where a refund is legally required, we will process it in accordance with applicable consumer law.

Where a refund is not legally required, any refund offered will be at our discretion and may take into account costs incurred by us as a result of the failed delivery and return.

Lost or Delayed Parcels

Once an order has been dispatched, delivery is handled by the postal service or courier.

If your parcel appears to be delayed, please contact us so that we can investigate with the relevant delivery service.

International parcels may take longer than the estimated delivery period because of customs processing or delays within the destination country.

We will assist with postal investigations where appropriate, but delivery times are outside our control.

Unclaimed Parcels

If a parcel is returned to us because it has not been collected from the delivery service or because the recipient could not be contacted, please contact us once you become aware that the parcel has been returned.

For custom-made or personalised products, we may not be able to resell the item and the applicable cancellation/return rights may therefore differ from those applying to standard products.

Refunds

Where a refund is legally due, we will process it within the timeframe required by applicable consumer law.

Refunds will normally be made using the original payment method.

Where applicable law permits deductions from a refund, we may deduct the relevant amount.

Nothing in this Delivery & Returns Policy is intended to exclude, restrict or limit any consumer rights that cannot legally be excluded or limited.

Important Information for International Customers

By placing an order for delivery outside the UK, you acknowledge that:

your order is being shipped from the UK;

your country may charge import VAT, customs duty or other import/handling charges;

these charges are your responsibility;

we cannot control or determine the amount of these charges;

refusing to pay applicable import charges may result in your parcel being returned to us;

delivery times may be longer due to customs processing;

and personalised or custom-made items may have different cancellation and return rights from standard products.