FAQ

How do I find the correct size for my dog?

Should you need any assistance with selecting the right size, please contact us and we will help you.

Dog Clothes

Dog clothes are measured by body length. This measurement is taken from the back of your dogs’ body, starting from the base of the neck to the base of the tail. If your dog has a chubby body we recommend going up by at least one size in order for a comfy fit. Dogs like us humans come in all different shapes and sizes and in many cases their figure is not always in proportion to the length of their body.

Dog Collars

Dog collars are measured by neck circumference. This measurement is taken from the circumference of the neck where the collar will sit.

Dog Harnesses

Dog harnesses are measured by maximum chest circumference. This is the widest part of your dog’s chest, usually just behind the front legs.

When will I receive my order?

We aim to dispatch your order the same or next working day, and delivered to you within 1-3 working days for the UK, 2-5 days for mainland Europe and 5-7 days for the rest of the World. Though please allow up to 7 working days for UK delivery, 10 working days for mainland Europe delivery & 14 working days delivery for the rest of the World. If an item(s) is/are out of stock you will be notified immediately and have the option to cancel (out of stock items are usually dispatched within 14 working days).

What if the item I have received is faulty?

If you receive a damaged or defective item, please contact us, with the order number and the product condition within 24 hours of receipt to obtain an authorization number for returns. Unauthorized returns may be refused or disregarded.

Damaged / defective items delivered must be returned to us securely packaged and wrapped along with the returns authorization number. After we receive the product, we will examine and test the defect of the item(s). If we find the defect described in your email, we will ship you a replacement for the defective item(s). Otherwise, the original item will be shipped back to you.

What is your returns policy?

Returns must be sent to our shipping and returns depot (please contact us first to obtain an RMA):
Pampered Paws, Fossebrook, Coventry Road, Croft, Leicestershire LE9 5GP, UK
If you receive a damaged or defective item, please contact us, with the order number and the product condition within 24 hours of receipt to obtain an authorization number for returns. Unauthorized returns may be refused or disregarded.

Damaged / defective items delivered must be returned to us securely packaged and wrapped along with the returns authorization number. After we receive the product, we will examine and test the defect of the item(s).

If we find the defect described in your email, we will ship you a replacement for the defective item(s). Otherwise, the original item will be shipped back to you.

Goods returned for any other reason must be in pristine condition with labels attached and all original packing in tact. In order to return goods you must first contact us and return the goods within 14 working days from receipt of the goods. Pampered Paws will refund the purchased price of the item(s) excluding postage and packaging costs.

Pampered Paws reserves the right not to refund item(s) that are not returned in a re-saleable condition.

Unfortunately we are not able to refund / replace design your own statement t-shirts / hoodies unless faulty, so please measure your dog carefully.

We will re-imburse the postage paid when returning faulty items only upto the value of the original delivery charge. (Please note that this does not affect your statutory rights). If you require an exchange on a faulty item and we have stock available, you will not be charged again for delivery.

What is your refunds policy?

We guarantee to refund any item you are not completely happy with when you return it to us by post, in a saleable condition within 7 days of receipt.

 

Items should be returned new, unused, and with all garment tags still attached. Returns that are damaged or soiled may not be accepted and may be sent back to the customer.

Unfortunately we are not able to refund / replace design your own statement t-shirts / hoodies unless faulty, so please measure your dog carefully.

Refunds will be credited to your original method of payment and excludes delivery fees.

How do I wash my garments?

We advise that all garments are hand washed separately in warm soapy water, reshaped and allowed to dry naturally.