Returns

Returns and exchanges are quick and easy. Simply check your product meets our criteria and then follow the on-screen prompts.

Please Review Before Making A Return

What items are returnable?

With the exception of perishable, care items or consumable goods you have 14 days after your delivery to request a refund.

All returns & exchanges must be approved in this portal and fully meet the below criteria:

  • Product must be unused and in as new condition.
  • All original packaging with tags should be intact/undamaged
  • All items should be free of dog hair, signs of wear, marks, or odours.
  • All returns must be approved through this portal
  • All items must arrive back with us within 30 days of the day the item was delivered to you..

If you require a replacement size you are welcome to use the exchange option or, for speed, simply raise a new order and return the original for a refund.

NOTE: If you used a discount code on your original order please use it again to apply your discount % once more.

If it doesn't work or you don't have a record of it, don't worry, simply place the new order anyway and let us know so we can sort out retrospectively for you. All our team need need is your original and new order numbers and they will then happily apply the equivalent % discount against your replacement order which will then be refunded to you.

IMPORTANT NOTES:

We are sorry, whilst you are free to carefully try items on for size and fit, items that are degraded, incomplete or used outdoors cannot be accepted. It is vital they reach us back in as new. A1 condition.


Anything returned in unsuitable condition will either be flagged and made available for return (at your cost). or an appropriate re-stocking or cleaning fee will be advised for payment. A schedule of costs is at the foot of this notice.


If we do not receive a response in respect to returning goods back to you we reserve the right to dispose of such items after 14 calendar days of our receipt.

Orders for replacement products are based on our latest offer price.

Please note that some manufacturers have varying price which scale based on size or features so a price for replacement may go up/down accordingly.

How do I return?

  • Enter your order number and email address to find your order
  • Follow the instructions and select the items you want to return or exchange

You will receive a confirmation email with the shipping guidelines once the return request is approved - check your spam folder if this email hasn’t arrived within one hour.

Return shipping is by the courier of your choice, please ensure it is suitably insured and further ensure it is delivered to the address provided as we are unable to collect from collection points.

Note for exchanges these are limited to standard priced products above £15, this option is not available for clearance or promotional items. Your first exchange will be shipped for free by us (UK only)

Are there any charges for return?

Any original shipping charges are non-refundable.

Return is by your choice of courier, and at your cost.

The return address details are advised in the email sent to you once the return is approved.

Note:

For the very few individuals who have an unacceptable history of high value or frequent returns, we reserve the right to charge a re-stocking fee of 15%+. This will be retained to cover additional banking, shipping, insurance and administrative charges from the transaction.

Regretfully this clause is now a necessary measure, due to repeated large order & serial return abuse.

Return Postage

You are responsible for the costs and arrangement of return carriage.

Please ensure items being returned are packaged suitably well to protect them and further ensure they are appropriately insured by your carrier in case of loss.

Whilst we recommend tracked / insured services for your return, expensive services like Royal Mail Special Delivery are very rarely needed.

Unfortunately, our small business cannot take liability for items damaged or lost in transit.

Further to this, we don't have any facilities to collect from parcel shops / collection points. Please ensure that this isn't selected as a delivery option should you use a courier that frequently uses these (E.g. Evri)

Any return approval expires 45 days, and if not received in this timeframe, cannot be processed.

Important:

We are sorry, we are unable to receive packages with underpaid carriage fees - these items will remain with your courier for your direct resolution.

How soon will I get my refund or exchange?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

For refunds, we have an SLA of committing this within two working days of receipt of your return - note this may not be visible on your statement for a further 5-7 days, and some payment methods can take up to 14 days.

For exchanges we will release the new items as soon as stock is available. In the event there is a price difference to pay an invoice will be sent, which once paid will get your replacement on it's way for you.

On the occasions that products and/or their packaging are returned in an unacceptable condition or outside the return window we will contact you directly to advise next steps and any costs / return options.

Schedule of potential Return Charges

15%+ with a minimum charge of £10

Issues with a remediation path e.g. Damaged packaging, missing components, used goods

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15%+ with a minimum charge of £10

Re-stocking fees for serial returners

Return carriage fee for non-accepted returns 

£4.99 Standard UK Mail.

£16.99 Bulk Items.

Items disposed without liability after 14 days if no return agreed.

Re-stocking fees for serial return buyers 

15%+ with a minimum charge of £10

Our goal is to minimise any issues that carry such fees. If you are in any doubt about your return, please get in touch with our customer service team, who will be delighted to advise.

We want to help and over 99% of returns are solved without incident when these guidelines are followed.

I’ve read and understood the terms and conditions - Request a Return