FAQ
Frequently Asked Questions
Q1.Do you ship internationally
I ship worldwide—Russia and Ukraine are the only exclusions.
Q2. How do I return my order?
You’re welcome to return your items within 28 days of receiving them, as long as they’re unused and the tags are still attached. I’ll give you a full, no‑quibble refund. I don’t offer exchanges, but if you’d like a different size or style, you can place a new order on my website.
If you change your mind about your purchase, I’m happy to refund you in full. I just ask that you cover the return postage.
Made to Measure and personalised items aren’t eligible for return. However, if your dog’s measurements lead to a coat that doesn’t fit as expected, please get in touch — I’m always happy to help. When you contact me, include at least two clear photos, including a side view, so I can see what’s going on and work out the best solution with you. You can reach me at [email protected]. I want you and your dog to be happy with your purchase, and I’ll do everything I can to resolve any issues.
For more details, please visit my returns page.
Q3. How long will my order take to arrive??
UK Delivery
I aim to dispatch all online orders within a week of purchase. Every item is made to order, so the timeframe can vary slightly, but a week is usually the maximum. If you need your order quickly, send me a message and I’ll do my best to help.
International Delivery: Shipping costs depend on the destination country. You’ll see the exact delivery cost for your location at checkout.
You can view all shipping rates and timeframes during checkout.
Q4. How much is shipping?
UK Delivery: Evri Tracked — Collars and Accessories £3.30, Clothing £4.70. Please allow an extra day for deliveries to off‑shore islands and the Scottish Highlands.
Europe: Royal Mail Tracked — Collars and Accessories £8.50, Clothing £8.50.
Rest of World: Royal Mail Tracked — Collars and Accessories £13, Clothing £20. I ship worldwide, except to Russia and Ukraine.
Delivery usually takes 3–17 days, depending on your location.
Q5.Something is missing from my order?
Get in touch at [email protected] and I’ll help you get it sorted.
Q6. What do I do if item(s) arrive faulty or damaged?
I’m really sorry if you’ve received a faulty item. If you think there’s an issue with your product, please email me so I can help.
I’ll need a photo of the item, and I may ask you to return it so I can take a proper look at the fault. I check all returned items, and I can’t offer a refund for general wear and tear.
If I confirm that the item is faulty, I’ll replace it or refund it — whichever you prefer — and I’ll also refund your return postage.
Q7. Wrong item received?
If you’ve received the wrong item, email me at [email protected] and I’ll resolve it within 24 hours on weekdays.
Q8. Do you offer custom or personalized items?
I make every blanket coat to order, using your dog’s specific measurements. Please follow the How to Measure form closely to make sure your measurements are accurate.
Made to Measure and personalised items can’t be returned. However, if your dog’s measurements lead to a coat that doesn’t fit properly, please get in touch so we can sort it out together. When you contact me, include at least two clear photos — including a side view — so I can clearly see what’s going on.
Please email [email protected]. I want you and your dog to be happy with your purchase, and I’ll always do my best to resolve any issues.
Q9. How can I care for the products?
Collars, Leads, and Bandanas with Crystals For the best results, handwash your collar with a mild detergent and let it dry naturally in a warm spot. If you prefer to use the washing machine, place the collar inside a pillowcase to protect it and choose the handwash cycle. Please avoid tumble‑drying.
Bandanas without Crystals, and PJs You can wash these in the machine on a 40‑degree cycle, and you can tumble‑dry them on a cool setting if you’d like.
Custom‑Made Blanket Coats Handwash these with a detergent suitable for woollen items. Leave them to dry flat if possible.