In the unlikely event of a product being defect or not working, please contact us via the 'Contact Us' button on the bottom of this Help Centre page. Please note we do not take responsibility for products which have been misused or damaged by natural wear and tear. We do offer a 3 month defect guarantee on all of our products which may occur from a manufacturing fault. A defect guarantee is defects such as in the rare event, a clasp spring not working.`

We take claims of this nature very seriously and will now open a full investigation into what has gone wrong with your order.

When purchasing a customised collar, please allow up to 2-5 working days from the day you have placed your order. Please note, working days do not include weekends, holidays, national breaks and holidays. In most circumstances, we endeavour to have your order processed before the 5 working day period.

Once an order has been placed we can not guarantee a change of address, name, contact details or products. Due to the high amount of orders and email enquiries on a day to day basis, we do endevour to amend orders upon request but we cannot guarantee this.

Once returned you will be entitled to a full refund which will not include the cost of the return postage. We are not able to refund or exchange items that appear to have been used, washed, dirty, customised or are not in original condition.

Return process if you LIVE inside of the United Kingdom, please visit and click the 'Make a Return' at the bottom of the website via the 'Quicklinks' section to visit our returns portal online. We offer a 14 day refund period and a 30 day exchange period.

Return process if you LIVE outside of the United Kingdom:

• Please download, print off, and complete a returns form if you do not already have one which should be included in your delivery package.

• Please ensure you have entered your correct order number, if you do not enter your order number the team are unable to identify the customer which will cause delays in getting your return complete.

• Ensure your return is sent back to us within 30 days of you receiving your order to be eligible for a refund. Any orders sent back after 30 days are subject to a credit note and not a refund.

• Ensure your return is well packaged and meets all the conditions outlined below.

• Use an insured tracking delivery service to ensure your parcel reaches us safely.

Enclose your goods, and return to the following address:

Unit 15, Rani Drive

Nottingham

England,

NG5 1RF

United Kingdom

Unfortunately not, as your order has been specially customised to your request. We are unable to exchange or refund you for the customised product you have chosen. If you do wish to send it back to us for an exchange or refund we may ask for the postage costs to be covered in order for the item to be sent back to you.

Unfortunately not, as your order has been specially customised to your request. We are unable to exchange or refund you for the customised product you have chosen. If you do wish to send it back to us for an exchange or refund we may ask for the postage costs to be covered in order for the item to be sent back to you.

Our returns team process all refunds and exchanges twice, weekly.

Once we have received your return, please allow up to 7 working days for your return or exchange to be dealt with.

You can make a return via our online returns portal which can be accessed by clicking on the link below:

Click this link

During busier periods, please allow up to 10 working days for your exchange or refund to be processed.