Returns & refunds

You have thirty days from delivery to change your mind, wherever you live. The item must be unused and in its packaging.

In the European Union and the United Kingdom the statutory period is fourteen days; ours is longer and sits on top of it, taking nothing away. Switzerland and the United States give no statutory period at all — you still get our thirty days.

Write to us first. We send a return label. Do not post anything back before you have one, or we cannot match the parcel to your order.

Personalised items. A collar embroidered with a name cannot be sold to anyone else, so it is made to order and excluded — the same exclusion European and British law make for goods made to a customer's specification. We say so on the product page, before the basket, deliberately.

Used or washed items, and items returned without their packaging.

Send a photograph the day it arrives. We reship the same day and you do not have to return the damaged one.

This is separate from your statutory rights over faulty goods, which run for two years in the European Union and which nothing here reduces.

Past the fifteenth day after dispatch, tell us. We reship or refund, your choice. Chasing the carrier is our job, not yours.

Within fourteen days of the returned goods reaching the warehouse, or of our agreeing to refund without a return.

Always to the payment method you used. We cannot refund to a different card or account — that is a PayPal rule, and a sensible one.

Shipping is refunded too when you return an entire order. When you return part of one, it is not.