Returns:

Returns are accepted within 14 days of receipt for a full refund provided the goods are in resaleable condition. 

We cannot refund items that have the tags removed, are soiled, smell, are hairy or have been washed or brushed. If items returned for a refund are not in as-new condition, a cleaning charge will be levied, or if the item is damaged it will be returned to the customer. 

If an item is being returned due to a manufacturing fault we'll repair, exchange or refund regardless of its condition, though it's greatly appreciated if it's washed first.

Please note tarnished hardware or clasps is not classed as a manufacturing fault as this is a natural wear process.

Unfortunately returns are not free at this stage unless it arrives damaged or faulty in which case we will require photographic evidence. However, if you choose to re-buy a product we will ship the new product to you free of delivery charge. Please contact us to receive a discount code for this. Please include order number, name and shipping address in returned parcel. 

If you choose to return your item using normal untracked delivery then please ensure you get proof of postage otherwise we cannot be held responsible if the item goes missing on its return.

The return address is on your original postage.

Expected Delivery Times:

We aim to post within 2 working days with Royal Mail UK Tracked 48hr for UK addresses. Please note Tracked 48hr takes 2-3 working days approximately. (Please add an extra working day if there's a redirection in place). 

We use Royal Mail International Tracked for international post which takes 5-7 working days. In busier periods, delivery times may be longer than expected, 

Refunds:

Refunds will be processed within 5 working days from when we have received your products. It can take up to 10 working days for the refund to show in your bank account.

Exchanges:

Unfortunately we do not offer exchanges, refunds only. If you would like to repurchase, please contact us and we will give you a free delivery discount code. 

Will I have to pay additional fees at Customs? 

For international orders custom charges occur sometimes occur when an item arrives in its destination country. This is dependent upon the customs threshold for each country. Please check with your local authority for more information on this before placing your order. We cannot be held responsible for further chargers.

Can I get a tracking number? 

All orders included a tracking service. You will be sent a tracking number once your order has been dispatched.

What should I do if my order has not arrived? 

If you are in the UK and have not received your order within 10 working days of the dispatch date, or outside the UK and have not received your order within 20 days of the dispatch date then please drop us an email on sales.thedoggydiaries@gmail.com

We cannot be held responsible if the address you have given is incorrect. It is the responsibility of the customer to give a complete and accurate address to ensure correct delivery of the parcel is made.

Please note that if the Royal Mail tracking number shows that your parcel has been delivered, you will need to contact Royal Mail to get a reference number before we can look into organising a replacement. 

If your order has been delivered with photographic evidence on the tracking and you're unable to locate your order, we cannot be responsible for stolen parcels. Please contact Royal Mail with enquiries to missing orders.