FAQ's
We hope you can find the answers you are looking for on this page, but don't worry if you can't, just send us an email
 

click on the text in green for relevant questions


I am unsure what size to order?
Do you ship outside of the UK?
Can my order be shipped to another address?
How much are the shipping costs?
How can I pay for my order?
Is this website secure?
When will my order arrive?
My order has not arrived?
We are not at home during the day?
I would like to Exchange an item?

How do I return an unwanted item? 
My product is Faulty/damaged what shall I do?

I have not received any email notifications?
Do you send out newsletters?
What is your privacy policy?

I am unsure what size product to order?

We always suggest you measure your dog carefully before ordering a product from us. Just because you have small dog does not mean that the small will fit. In most cases one size will fit your dog, but on accasions your dog maybe in-between sizes. Please refer to the product size guide or contact us for advice. You may find it more cost effective to order 2 sizes and then return the one that did not fit. It will need to returned as per our returns policy.

Do you ship outside of the UK (United Kingdom)?

Sorry we only delivery to the United Kindom and UK Islands.

Can my order be shipped to another address?

To help combat credit card fraud we generally only send orders to your registered card address. The alternative is we will consider delivering to your place of work, but security checks will need to be carried out before we confrim your order. Please complete your order online as per normal entering your registered card address under billing address, then select delivery to 'Place of work' You can then enter your place of work delivery address.

How much are your delivery costs?

We offer competitive delivery charges to the UK. Free delivery maybe available, see our delivery page.

Our full Delivery charges can be found here DELIVERY COSTS>>

Which Shipping Zone am I in?

UK Zone 1 (UK mainland)- All areas of the UK which are not listed in Zones 2, 3 & 4

UK Zone 2 (Islands, Highlands & Northern Ireland) - All areas with postcodes starting: IV, HS, KA, KW, ZE, KA27-28, PA20-49, PA60-78, PH17-26, PH31-40, PH49-50.
UK Zone 3- All areas with postcodes starting: BT, IM, TR21-25.
Channel islands Zone 4- All areas with postcodes starting JE, GY, We are sorry but as these area's are not within the EU we are unable to dispatch orders to these locations 
If the incorrect shipping is selected we may have to cancel your order, If you are unsure about the shipping charges please email us or give us a call.

Which Payment Methods do you accept?

We can accept payments securely online by credit/debit card or payments by cheque / postal order or Paypal (verified accounts).
Telephone orders - Please raise your order online, then during the checkout select pay by telephone. Your order will now be placed and you will be provided with our contact number. Just give us a call and you will be able to pay for your order over the telephone via credit / debit card.

How do I pay online with my credit/debit card?

Once you have added your chosen item(s) to your shopping basket and selected the appropriate delivery charge, simply click on the CHECKOUT button, fill out your details, and then click the button marked ‘debit/credit card’, you will then be able to pay through the Sage Pay secure payment server (formally Protx). Most Cards accepted. Find Our More about Sagepay Here>>

How can I pay via my PayPal account?

Once you have added your chosen item(s) to your shopping basket and selected the appropriate delivery charge, simply click on the ‘CHECK OUT with Paypal’ button, complete your details, (your registered paypal address and paypal email address), then click the payment button. We will only deliver to your address as registered with paypal, it must also be a verified address. If you wish your order to be sent to your place of work please pay by Sagepay.

How can I pay by cheque?

Once you have added your chosen item(s) to your shopping basket and selected the appropriate delivery charge, simply click on the ‘CHECKOUT’ button, fill out your details, and then click the button marked ‘Cheque payment’ you will then be able to pay by cheque, just send a copy of your order with your cheque to us. Note! We are unable to dispatch any orders until we have received cleared funds (3-5 days).

Our website is safe to use
Card transactions are completely 100% safe, we & nobody else will get to see your card details.
Our checkout process is secure, see the green padlock when entering your billing/address details.

When you come to make your payment you will be transferred to a 100% secure server at Sage Pay (formally known as Protx) you will then be able to make your payment via debit/credit card via their encrypted 128bit SSL secure server. Not Sure!! just look for the padlock logo at the top of your web browser window when making your payment. Once again, for all online orders we never get to see your card details and all online transactions are 100% secure. WE ARE COMPLIANT

When will my order arrive?

Silver Shipping Service:- This is our standard service. We aim to dispatch these orders within 2 working days, and will generally be sent via royal mail 1st/2nd class or parcel post. These orders should arrive in 1-5 working days from dispatch. 
Guaranteed Service:- we aim to dispatch these orders the same or next working day, and will generally be sent via royal mail or courier, these orders should arrive in 1-2 working days from dispatch. (* Zone 2 & 3, 2-4 working days)
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Orders are processed, dispatched  & delivered Mon-Fri only. occasionaly Saturdays
Next day delivery is Mon – Fri only, Saturday delivery is not available/ guaranteed.


Please allow up to 10 working days for your order to arrive before contacting us, particularly during busy times, Bank Holidays, Christmas etc...

My order has not arrived?

We are sorry to here you order has not arrived.
If your order was sent via royal mail and nobody was at home to receive the order and it could not be left, a calling card should have been left. Please contact your local post/sorting office in the 1st instance. Please allow up to 10 working days for your order to arrive before contacting us, particularly during busy times, Bank Holidays, Christmas and new year etc...
If your order was a next day delivery order; some areas of the UK Zone 2 & 3, such as Northern Ireland, Scottish highlands and islands may take longer than 24 hours to delivery.
If nobody was at home to receive the order an attempted delivery card should have been left. Please follow the instructions on the card. If in doubt please contact us right away

We are not at home during the day?

We understand that many of our customers work during the day and are not able to be at home to receive their order. If you require your order to be sent to your place of work please see the Question "Can my order be shipped to another address" . You could always leave a note on your property for your order to be left somewhere you feel is safe and preferably dry on your property, e.g. porch or garage. If you choose to have your order left on your property this is at your own risk. We cannot be held liable for orders left at your property at your request.
If nobody is available to receive your order the Courier/Royal Mail should leave a calling card informing you of an attempted delivery. You should ring the number on the card to arrange re-delivery where available; if not available you can collect your order from your local Royal Mail/ courier depot.
It is the buyer’s responsibility to collect items where an attempted delivery has been made. Orders returned to us as uncollected will be refunded for the cost of the items on the order, but minus the actual shipping charges. You can ask for the items to be reshipped but a delivery charge will become payable.

I would like to exchange an item?

Please email us regarding exchanging your order.

How do I return an unwanted item?

We offer a 14 day returns policy. Before returning any items you will first need to complete our returns form, click here for the form. Within the form you will need to provide your order number and the reason for the return. Once your completed form has been received, we will then issue you with a reference number and return instructions. We are unable to process returns by phone. All returned items must be returned unused, free of hairs and complete within its original packaging (unopened) to enable resale.
If you return an item and it fails to meet our criteria, we have the right not to refund your money and to hold on to the product until an additional delivery fee is paid to post the item back to you.
It is advisable that all returns are sent by a signed for service. Once your return has been processed and we have made a refund, we will email you with the details (refunds may take up to two weeks to process).
Note! Our packaging costs & delivery charges are not refundable - we also reserve the right to reclaim the actual shipping costs where the cost of delivery exceeded the standard rate charged for the order.

My product is faulty/damaged what shall I do?

We are sorry to here your item is faulty or damaged; please email us with your order number and more details regarding the fault or damage. We will then contact you back.

I have not received any email notifications?

When you placed your order you would have been asked to enter an email address, if you left this blank or filled it out incorrectly, we will be unable to send email responses to you. Please check your bulk / spam folder for emails.

What is your privacy policy?

Any personal information which we hold will be held securely in accordance with our internal security policy. We will not sell or transfer any of your personal information; the information that we hold will be for our own use or any of our other associated companies. All information is held in accordance with the requirements of the Data Protection Act 1998
The type of information we may collect from you will include:- Your name and address; your telephone number; your email address.
We may also record your IP address; this is used to monitor traffic to our website, this is for our own personal use and will never be passed on to other sources.

Do you send out newsletters?

Only If you have requested, if you have then you may at times receive email newsletters from us or our other associated companies; you have the right to unsubscribe to these newsletters at any time Click here to sign up to our newsletter