Following placement of your order you will received an email confirming receipt of your order.
Following payment, please allow 5 to 7 days for delivery of your goods. Dispatch from stock will usually be within 1 to 2 working days. Please note our collars and leads are made in our workshop and on occasion we may need to make to order.
Our orders are sent by Royal Mail using either First Class or First Class Signed for service which can can take up to two days to arrive. A tracking number is provided but a delivery date is not included.
If you require a faster shipping method please contact THE VELVETEEN HOUND at firstname.lastname@example.org
Shipping costs are provided at checkout and vary depending on the item.
When placing your order please ensure you provide an accurate delivery address. Postage paid on any orders which are returned to us due to errors in your shipping address will be invoiced to you before the order can be re-shipped.
If your postman attempts to deliver your item when you are out you should receive a “Something for you” card instructing you to collect your item from your local Delivery Office or alternatively visit the Royal Mail website to arrange re-delivery at a time convenient to you.
International orders are sent by Royal Mail Tracked Airmail post. A tracking number is provided. We can provide you with the standard delivery times estimated by Royal Mail, but unfortunately these are not guaranteed and delivery can take up to 3 weeks depending on the destination.
If you would like a faster or tracked shipping method, please contact: email@example.com
Customers are responsible for any customs charges, if applicable.
We advise that you to order in plenty of time, especially around Christmas when delays in the postal service can occur. If you require an expedited service please contact THE VELVETEEN HOUND at firstname.lastname@example.org and we will arrange for a faster delivery method, if possible and depending on order levels, at an additional cost.
Items are sent using a tracked service and the tracking number will be provided with your confirmation of order receipt. If you think that your order is delayed or lost, please check royalmail.com/track-your-item in the first instance using your tracking number to check the progress of your delivery. If your item is showing as delivered but you have not received it please check with neighbours (in case they have signed for it) and your local Royal Mail delivery office.
After you have checked these options and your parcel still cannot be located, please contact THE VELVETEEN HOUND at email@example.com for assistance.
If you wish to return an item you must contact us at firstname.lastname@example.org within 14 days of receiving the item.
You then have a further 14 days in which to return the item. Please note that you will be responsible for the cost of returning the item.
Following confirmation from THE VELVETEEN HOUND that you can return the item please send it back in the original packaging to the return address given on your original order. (Please note that failure to contact THE VELVETEEN HOUND before returning an item may result in the item being exempt from refund.)
You will be responsible for paying for your own shipping and packaging costs for returning your item. Shipping and packaging costs are non-refundable.
We advise you to obtain proof of purchase when returning your item. This is a free service offered by Royal Mail/Post Office in the UK. We don’t guarantee that we will receive your returned item and you may need to make a claim against the shipping company.
On receipt of the item, we will refund you in full for your order, including the shipping cost. We will not refund the shipping cost to return the item.
The item must be unused and undamaged and sent back in the original packaging.
We reserve the right to refuse a refund is part of the original item is missing or it has been damaged on return.
Refunds are made to the original purchaser only.
We aim to process refunds with 14 days of receipt of the returned item. There is often some delay with banks processing your refund.
If you haven't received your refund, please first check your bank details, contact your credit card company and check with your bank to establish how long it takes for a refund to reach your bank account. If you have done all of that and not received your refund, please contact: email@example.com
The following items are not eligible for refunds:
Items that have been personalised, unless they arrive faulty or damaged.
Items that have been damaged by you.
Sale items, unless they arrive faulty or damaged
Please note that we only exchange items if they arrive faulty or damaged. Exchanges are made to the original purchaser only.