Shipping & Returns
SHIPPING
Our processing times before dispatching your order is 1 to 3 working days.
UK SHIPPING:
UK orders will be shipped via Royal Mail Tracked 48. This usually takes 2 to 3 days to arrive after dispatch. There are no guarantees that your order will arrive within this timeframe and postal delays are outside of our control and we cannot be held responsible.
INTERNATIONAL SHIPPING (Coming soon!):
Please bear with us as we try to enable our international customers to order from us. This has been complicated due to Brexit.
Please contact us at hello@pipandpooch.co.uk for any questions about shipping.
RETURNS
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please contact us before returning your item to us at hello@pipandpooch.co.uk from the original email address that you used to place your order providing your order number so that we can provide you with the correct return address.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at hello@pipandpooch.co.uk .
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Due to the material of harnesses, it is normal upon shipping to have a crease or two, please do not worry, this should disappear upon wearing the item.
Exceptions / non-returnable items
Personalised items cannot be returned. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@pipandpooch.co.uk.