Customer service
Delivery & returns
Straight answers, before you buy.
- Free UK delivery on £35+£3.95 below that, shown before you pay
- Tracked deliveryUsually 6–12 working days
- 14-day returns14 days to change your mind · 30 for faulty items
- Prices include UK VATPrices shown are what you pay
Delivery
| Order value | Cost | Time |
|---|---|---|
| Under £35 | £3.95 | Usually 6–12 working days, tracked |
| £35 and over | Free | Usually 6–12 working days, tracked |
Orders are processed in 1–2 working days, and you'll get a tracking link by email as soon as your parcel leaves the warehouse. We're an online shop run from Brazil, and your order ships directly from our partner warehouses in China. Prices include UK VAT. Gift sets may arrive in separate parcels.
Where we deliver: anywhere in the United Kingdom — England, Scotland, Wales and Northern Ireland, including the Scottish Highlands and islands. We can't currently deliver to the Channel Islands, the Isle of Man or BFPO addresses.
Christmas: order by Friday 4 December for the best chance of Christmas delivery. Orders after that may still arrive in time, but December is busy for carriers, so we can't promise it.
Returns
Start here: use our returns form (or contact us with your order number). We reply within 1 working day (Mon–Fri, UK time). Please don't post anything back until we've replied.
- Wrong size? If a coat, jumper, vest, robe or harness doesn't fit, tell us within 14 days of delivery using our returns form and we'll send the other size free. One exchange per order. Your replacement ships from our partner warehouse and usually arrives in 6–12 working days. If you'd rather have a refund instead, our normal 14-day cancellation rights apply.
- Changed your mind? You can cancel within 14 days of receiving your order (the last parcel, if it came in several), then you have a further 14 days to send it back. You pay for return postage unless the item is faulty or not what you ordered. We'll never ask you to post an item outside the UK at your own cost. We'll either email you a free drop-off code for a UK post office or locker, or refund you without needing the item back. We refund the price and our standard delivery charge within 14 days of getting the item back, or of you telling us you've cancelled if we don't need it back. If an item has been used more than you'd need to check it, we may reduce the refund to reflect that.
- Faulty, damaged or wrong item? Send us a photo within 30 days of delivery and choose a full refund or a replacement; you won't need to post it back. After 30 days (and up to 6 months) we'll repair or replace it, or refund you if we can't. This doesn't affect your statutory rights under the Consumer Rights Act 2015.
Full details: Delivery policy · Returns & refunds policy (including the model cancellation form).