We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll start the return process, as well as send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
How to return
1. Email email@example.com to request a return. In the email please state the following information:
- Reason for return
- Order number
- Which items you wish to return
2. We will email you with a return confirmation. This email includes further instructions on how to return the item.
3. We use Royal Mail for all returns. To return your item please print out your postage label (provided in your Return Confirmation email) and drop the item(s) at Royal Mail Delivery Office.
4. We will issue your refund after the item passes inspection at the WOOOF warehouse.
Return requests will be processed within 48 hours and offered under Royal Mail Tracked 48 return shipping. Please expect refunds for the returns to be completed between 3-5 working days.
You can always contact us for any return questions at firstname.lastname@example.org.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as dog food, treats, or chews), seasonal products, custom products (such as special orders or personalised items), and personal care goods (such as supplements).
We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on final sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.