Frequently Asked Questions
'What type of pad/nappy liner should I use - where do I buy them?'
Please see our new specialist page on 'Pads'. The pads we send out with our products are readily available in supermarkets.
***Remember to check the liner frequently and change if necessary***
When will my Order be Sent?
Items are posted daily Monday to Friday - we're not able to offer Saturday postings.
Most Orders are sent within 1-2 working days of the order being placed. Royal Mail can then take 1-3 working days for their UK 1st class service - although typically it's 1 day.
Products in our Ready to Post category are sent within 1 working day from being order placed and cannot be customised as they are assembled.
How long does a Custom / Made to Measure Order take?
We are pleased to be able to offer the made to measure service in a 3-4 working days time-span (often quicker), unlike many customized products which can take 3-6+ weeks or longer.
'Our girl has just come into season and we've been caught out - can you send my order asap?'
All orders (except Made to Measure) are sent within 1 working day of order being placed. Royal Mail can then take 1-3 days for their 1st class service.
We value all of our customers and process orders on a first come, first serve basis. We will always get to your order as soon as possible
'How do I order a custom item?'
Only fabrics on the Made to Measure page can be customized. Please order a Made to Measure there and enter your measurements in the Box on the listing that says ‘Custom Measurements/Breed Type’.
There is a Measure for Girls page on the top navigation bar with directions on measuring.
If you have any questions about measuring, please email us firstname.lastname@example.org with your measurements and breed/type of dog - and we will reply as soon as we can.
With customised items we reserve the right not to accept returns and give a refund, depending on whether we'd be able to sell the product on.
'I don't have a cloth measuring tape - how can I measure?'
If you don't have a cloth tape measure, you can use a string or belt or something similar and then hold it up to a ruler/metal tape measure. Check out our Sizing Guide page for advice on where to measure and also our Size Charts.
You can also print a Tape Measure - google printable tape measure's and you should see something there.
Additionally on the Customer Photos page we have put the size of products the dogs are wearing to give an idea of the sizes that fit various types of breeds.
Can I return my unused item?
Yes, you can - there are return details on the leaflet you received. Alternatively email us at email@example.com for more details.
If you need a different size – please measure your dog and reorder it.
We only accept returns for unused products that we receive back within 30 days of the order receipt. Any returns we receive outwith the 30 days will not be refunded - the products will be passed onto one of our dog charities.
Customised items are non-refundable.
P&P costs and charges are non-refundable.
Royal Mail Delivery Times:
(these are dependent on Royal Mail and International mail carriers)
UK - Royal Mail 1st Class and Royal Mail 1st Class Signed For - Royal Mail aim to deliver the next working day (guidelines are 1 to 3 working days)
International recommended delivery times:
Europe delivery times - 3 to 5 working days (from experience 4 to 10 working days - Italy up to 10 working days, Spain up to 15 working days)
Rest of the World delivery times - 5 to 7 working days (from experience 7 to 21 working days).
Please note - different countries have different speeds depending on the national postal service. Remember, goods can get caught up in customs prolonging the delivery time. We are not responsible for customs fees.
When more than one item is ordered, they will be sent Royal Mail 1st class Signed For.
Please note: Royal Mail Parcel rate - this was £1.68 in 2011 and is now £3.35 (100% increase).
Royal Mail has introduced a new International Large Letter size. Postage costs have therefore dropped for XS to Medium Long size - one product (under 100g).
When three 'XS to Medium Long' sized products are ordered they will be sent Royal Mail International Signed, Tracked, or Signed and Tracked.
When two 'Large & above' sized products are ordered they will be sent Royal Mail International Signed, Tracked, or Signed and Tracked.
Signed, Tracked, or Signed and Tracked varies by country.
|Delivery Costs by product sizes||UK||Europe||ROW||ROW2|
|XS to Medium Long - one product (under 100g)||£1.99||£2.49||£3.25||£3.49|
|XS to Medium Long (2 products) UK Signed For||£2.99||£3.75||£4.99||£5.25|
|XS to Medium Long (3 products) UK Signed For, International Signed & Tracked||£2.99||£8.99||£9.99||£9.99|
|Large & above - one product (over 100g)||£2.99||£3.95||£5.00||£5.49|
|Large & above (2+ products) UK Signed For, International Signed &Tracked||£4.40||£8.99||£9.99||£10.25|