10 day returns on everything, including the bed your dog has already claimed
How your order is sent, what to expect when it arrives, and how to send something back if it is not right.
Each piece is packed and sent by the people who make it, so the box and what is inside it are theirs rather than ours. We ask for it to be packed well enough to survive the journey, and that is the only promise we can make about it.
Tell us the same day if you can, with a photo of the box and the piece. Your order is with us, not the maker or the courier, so we sort it out rather than sending you to them.
We are not going to call the packaging plastic free, because we do not pack it. What arrives depends on the maker, and we would rather say so than round it up. If a parcel arrives with more packaging than it needed, tell us; it is the kind of thing we raise with a maker.
You have 14 days from delivery to change your mind, the cancellation period the Consumer Contracts Regulations give you. Start a return by messaging us with the order number, and we reply with where to send it and what happens next.
We refund to the card that paid, once the return reaches us, and within 14 days of that at the latest, as the law requires. Your bank can then take a few more days to show it. If the whole order goes back within 14 days, the original delivery charge comes back too. Faulty, damaged and wrong items never cost you anything to send back.
Because each piece is sent direct from its maker, the return address depends on what you ordered, which is why we ask you to message first rather than post to a guess. Nothing that comes back used is sold again as new.