Delivery & Returns

Delivery

We dispatch almost all orders placed within 1-3 (working days) of receipt of the order unless it is a made to order product. 

If you require Next Day Delivery, please make sure you place your order before 1pm. Any orders received after this time will be shipped the following day.

We cannot ship to PO Box addresses.

UK

Our main couriers for UK delivery are Royal Mail and ParcelForce. At times we may use a different courier. 

Occasionally shipping companies will charge an additional fee for deliveries to UK addresses in areas classified as remote, such as the UK Highlands & Islands, the Channel Islands and Northern Ireland. We will advise you by email of the additional shipping fee before dispatching your order if there is a shipping surcharge to pay. 

International

Customs charges: please note that when receiving a parcel sent from an international destination (in this case the UK) your parcel may be subject to local customs and import charges which we at Dogsnug have no control over - the taxes are set by the government of your local territory. Dogsnug cannot be held responsible for any charges applied and the charges are borne by the customer receiving the parcel. If any in any doubt please contact your local Customs office. 

Out of stock

If any product ordered is out of stock we will notify you by email.
If you have any questions about delivery shipping please contact us form or if you prefer email us at: customercare@dogsnug.com

Exchanges & Refunds

Exchanges:

Need a Different Size? We offer a generous 100 days* exchange time for unworn/unused products. **

Refunds:

We hope you love it, but you have 30 days* to return an item for a refund if it's not suitable. **

Please note:

*Days are counted from the day you receive the item until the day we receive the item back. For Refunds, you have 14 days to notify us that you wish to return the item, and 16 days from then on to get it back to us. These are calendar days.

**Product must not have been worn or damaged, and all tags & packaging must not have been removed. 

**Perishable, Personalised items or Made to Order are non-refundable unless faulty.

**The refund will not include the delivery fee. Goods are returned at your own cost. 

**Refunds for orders with free shipping will be deducted £3.95 for the Standard Shipping rate

**The product must be returned unused, clean and with all the tags and packaging

To Return or Exchange:

Please notify us with your Order Number by email to: customercare@dogsnug.com

Returns & Exchanges address:

Dogsnug & Friends
Returns & Exchanges
54 Stoke Newington Church St
London N16 0NB, UK

Please include a note with your order number and whether you require a refund or exchange. Returns without a note result in considerable delays in processing, and in some instances, we are unable to match the return to an order number.

Once we receive and inspect your package, providing that all the requirements are met, we will issue a refund and send you a confirmation email. Please allow 5 to 10 business days for the refund to appear in your account, depending on your bank's processing time - this is beyond our control.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at customercare@dogsnug.com.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return, providing it was not a custom made piece. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and she/he will find out about your return.

Shipping of Returned Products

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.