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Terms and Conditions

All the smallprint

Timescales

All of our dog collars, leads and accessories are handmade to order.

We are currently experiencing a high demand for our products (thank you so much for your custom!), which has meant we have had to extend our processing and delivery time to up to 3 weeks. We will however, always try to make and ship your order as quickly as possible.

In the event that the item you have ordered is unavailable (perhaps due to a shortage in fabric), we will contact you to determine if you wish a refund, or to keep your order active until the fabric is back in stock.

Shipping

All UK mainland orders will be shipped using the Royal Mail Second Class Signed for service. An option to upgrade to the Royal Mail First Class Signed for service is available at checkout if you prefer.

All International orders will be shipped using the Royal Mail International Tracked service. Buyers are responsible for any local customs, sales taxes or import duty that may apply. handmade.dog are not responsible for delays due to customs.

You will receive a notification via email once your order has been shipped.

We offer FREE shipping for all UK mainland orders of £70 and over.

Returns and Exchanges

We gladly accept returns and exchanges. Simply email us at hello@handmade.dog within 14 days of receiving your order. You must quote your order number, reason for return/exchange, details of the item you are returning and, if appliccable, details of the item you wish to exchange your returned item for.  We will then let you know how to proceed.

All items are required to be returned within 21 days of initial receipt. All returned items must be in their original condition and free from dog hair. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Buyers are responsible for all return shipping costs. It is advisable that you return any items via tracked/signed for service as handmade.dog cannot be held responsible for any items lost in transit.

Custom orders cannot be refunded or exchanged.

Faulty or Damaged Items

If your order is received damaged or faulty, we will of course arrange for a replacement item to be sent, or for a full refund to be issued.

Simply email us at hello@handmade.dog within 7 days of receiving your order to inform us of any damaged or faulty goods. We will then let you know how to proceed.

Refunds are be processed within 7 days of us receiving the damaged / faulty goods back from you. Refunds will be made via your original payment method.

Payments

Online payments via our website are processed securely via PayPal. Your payment card details are NOT passed though to us at any point.

Please note that you DO NOT need a PayPal account in order to purchase our products via PayPal.

Our site provides visitors with peace of mind by being SSL encrypted and authenticated using a strong protocol. Any data you submit via our website is held in accordance with the General Data Protection Regulation (GDPR).

Disclaimer

It is the customers responsibility to ensure that items are suitable for their pet and to check for signs of wear and tear daily. handmade.dog will not be held liable for any loss or damage that arises due to the misuse of our products. It is your responsibility to make sure the product is suitable for your dogs needs.