Returns and Exchanges

Returns and exchanges are quick and easy. Simply check your product meets our return 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 from receipt of the goods to request a return. In addition to the initial approval items arriving back must meet the below criteria:

  • Items 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 within 14 days of return approval.

Unfortunately, due to high costs, subsidised exchanges cannot be offered for heavy/bulk, items valued
lower/equal to £15, or international addresses. If requesting an exchange in these situations we will extend an invoice for the carriage at the prevailing rate.

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, your help on this is appreciated.

Anything returned in unsuitable condition will either be flagged and made available for return (at your cost) or appropriate re-stocking or cleaning fees 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.

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
  • Select if you wish to return for refund or exchange

You will get 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

Are there any charges for return or exchange?

Original shipping charges are non-refundable.

UK Customers requesting a product exchange will get their first replacement sent to them free of charge - all you need to do is get the item back to us and we will pick up the cost for shipping a replacement to you. This is limited to one exchange per transaction and is for UK customers only.

If exchanging products and there is a price difference this will be highlighted and an invoice will be sent for payment before dispatch.

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

Unfortunately, due to high costs, subsidised exchanges cannot be offered for heavy/bulk, items valued
lower/equal to £15 or international addresses. If requesting an exchange in these situations we will extend an invoice for the carriage at the prevailing rate.

For refunds for those buyers that 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*

*Unfortunately this clause is now a necessary measure due to repeated large order & serial return abuse. Please be assured individuals who wish to exchange items or engage with us for genuine reasons will not face this charge.

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.

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

Return approval expires 14 days after your request confirmation please ensure your items reach us in this timeframe to allow us to process.


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 - note this may not be visible on your statement for a further 5-7 days.

For exchanges: we have the same SLA to get a replacement on its way to you - you will receive e-mail correspondence to allow you to track its’ progress. Please make sure any supplementary payments are paid ASAP to prevent a delay to this.

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.

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


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