FAQs

Returns & Exchanges

What is your return policy?

You may return most items within 14 days of delivery for a refund or exchange. Items must be unused, unwashed and returned in their original packaging with all tags attached. For hygiene reasons we cannot accept items that have already been used by a pet.

Can I exchange an item for a different size or colour?

Yes. Exchanges are available within 14 days of delivery, subject to stock availability. If the item you want is sold out, we will issue a refund instead.

How do I start a return or exchange?

Get in touch through our Contact page with your order number and, if the item is damaged or faulty, a few photos. We will reply with return instructions and the return address. Please do not send items back before contacting us.

Who pays for return shipping?

Return shipping is paid by the customer for change-of-mind returns and exchanges. If the item arrived damaged, faulty or we sent the wrong product, we cover the return shipping cost.

When will I receive my refund?

Once your return arrives and passes inspection, we process the refund within 3 business days. It is issued to your original payment method, and your bank or card issuer may take a further 5 to 10 business days to show it.

Which items cannot be returned?

We are unable to accept returns on personalised or custom-printed items, items that have been used, washed or damaged after delivery, and final-sale or clearance items. This does not affect your rights if an item is faulty.

My order arrived damaged or faulty. What should I do?

Please contact us within 7 days of delivery with photos of the item and the packaging. We will arrange a free replacement or a full refund, including shipping.

Orders & Shipping

How much is shipping and how long will my order take?

Shipping rates and available delivery options are calculated at checkout once you enter your address. You will receive a confirmation email with tracking details as soon as your parcel leaves our warehouse.

Can I change or cancel my order after placing it?

If your order has not been dispatched yet, we can usually change the address or cancel it. Contact us as soon as possible with your order number and we will do our best to catch it before it ships.

An item I want is sold out. Will it come back?

Most of our core products are restocked. Join our email list at the bottom of any page and we will let you know when new stock and new arrivals land.

Choosing the Right Product

How do I choose the right size pet bed?

Measure your pet from nose to the base of the tail while they are lying stretched out, then add 15 to 20 cm. If your pet likes to curl up, measure them curled and add 10 cm. When your pet falls between two sizes, size up.

How do I measure my dog for a collar?

Wrap a soft tape measure around the middle of your dog's neck and add enough room to slide two fingers comfortably underneath. Use that measurement, not your dog's weight or breed, to pick the size.

Are your materials safe for pets?

Yes. Our ceramic bowls use a food-safe, lead-free and cadmium-free glaze, our beds use pet-safe cotton canvas, and our collars use vegetable-tanned leather with solid brass hardware. Nothing we sell contains known pet-toxic finishes.

Is the ceramic bowl suitable for both cats and dogs?

Yes. The bowl is wide and shallow, which suits cats prone to whisker fatigue as well as small and medium dogs. Its weight helps stop it sliding across the floor at mealtimes.

How do I clean and care for each product?

Canvas pet bed: the cover is removable - machine wash cold on a gentle cycle and air dry. Do not tumble dry the memory foam insert; spot clean it instead.

Ceramic bowl: dishwasher safe. Avoid sudden temperature changes, which can crack glazed ceramic.

Leather collar: wipe with a damp cloth and dry naturally away from direct heat. A little leather conditioner every few months keeps it supple. Remove the collar before baths and swimming.

Will the leather collar mark my pet's fur?

Vegetable-tanned leather can transfer a little colour when it is new and wet. Let the collar dry fully before putting it back on, and any transfer will stop as the leather settles.

My pet will not use the bed. Can I return it?

Pets often need a week or two to adopt a new bed - try placing it somewhere they already sleep and adding a familiar blanket. If it still is not working out and the bed is within the 14-day window and in unused condition, contact us and we will help with a return or exchange.

Still Need Help?

Reach us any time through our Contact page. We reply to every message within 1 to 2 business days.