Returns and Exchanges
What is your returns and exchange policy?
We accept returns and exchanges within 14 days of you receiving your parcel (including weekends and public holidays), for items that meet the conditions below.
How do I make an exchange or return?
- Email us at [email protected] within 14 days of receiving your parcel.
- If your request is approved, we’ll send you the return address and instructions on how to send your package.
- Send the item(s) back within 7 days of receiving our reply (including weekends and public holidays).
Items sent back without prior authorisation will not be accepted.
Please do not send returns to our registered business address, which is for administrative purposes only. As we’re currently a home-based business, we’ll provide a return address once your request is approved.
Am I eligible for an exchange or return?
To be eligible, your item must be:
- unused and in the same condition you received it
- in its original packaging, with the original tags attached
We’re unable to accept returns or exchanges for:
- items with obvious signs of use
- items with fur, lint or dirt on them
- items that have been washed
- items that are not in their original condition, are damaged, or have missing parts. (this doesn’t apply to items that are faulty, damaged on arrival, or incorrect)
- items bought on sale or with a discount code
- personalised items (see below)
- requests made after 14 days
What counts as a personalised item?
Personalised items are made specially for you, so we can’t accept returns or exchanges on them. They include:
- Custom Pet Tags and Personalised Pet Tags
- Accessories with Name Tag Sleeves
- Accessories with Personalised Letter Charms
Ready-made tags and Mini Charms aren’t personalised, so they follow our standard policy.
What if my item is damaged, faulty or incorrect?
We’re sorry if that happens. Please email [email protected] within 14 days of receiving your parcel, with your order number and clear photos of the issue. We’ll arrange a replacement or refund.
For faulty or incorrect items, we’ll cover the return and replacement shipping costs. This applies to personalised items and items bought on sale too, if the problem is a fault or a mistake on our side.
If we’ve made a mistake printing your details, for example a spelling that differs from what you entered, we’ll correct and replace it.
If the mistake is in the details you entered at checkout, such as a typo in your pet’s name, we’re unable to replace or refund the item. We print exactly what you submit, so please double-check your details before placing your order.
Who pays for return shipping?
Faulty, damaged or incorrect items: we cover the return and replacement shipping cost. Please email [email protected] first, and we’ll tell you how to send it back.
Standard returns and exchanges: the buyer covers all shipping cost.
We can’t be held responsible for lost return shipments, so please use a tracked service and keep your proof of postage.
When will I receive my refund?
Once we’ve received and inspected your return, we’ll let you know whether the refund is approved. Approved refunds are processed automatically to your original payment method, and your bank or card company may take up to 14 business days to complete the transaction.
Shipping fees you paid on your original order are non-refundable for standard returns. This doesn’t apply to faulty or incorrect items, where we cover the shipping costs.