Shipping
Please allow 1 to 3 business days for your order to be processed (excluding weekends and holidays) after receiving your order confirmation email.
All UK orders will be sent out using Evri (Hermes) 2-3 day tracked courier services or for an extra fee 1-2 days. You will receive another notification when your order has shipped.
We ship our international parcels with Royal mail, these estimated delivery times apply once your parcel had been despatched.
Europe international tracked £15 (3-5 working days)
USA, Canada, Australia, New Zealand international tracked £20 (5-7 working days)
Customs
We are NOT liable for local customs and sales tax. Your local customs authority may notify you once your order reaches your country and customs and sales tax may be applied and paid for by you before you receive your goods. Any customs charges or delays that might occur is beyond our control.
Lost / Stolen / Damaged parcels
If you haven’t received your order within 10 working days of receiving your shipping confirmation email (UK orders), please contact us at info@furrytailss.co.uk with your name and order number, and we will look into it for you.
We cannot be held responsible if the address you have given is incorrect. It is the responsibility of the customer to give a complete and accurate address to ensure correct delivery of the parcel is made.
We cannot be held responsible for lost or stolen parcels. Once your parcel leaves our hands, it is the responsibility of the carrier to deliver your parcel. By purchasing you adhere to these conditions. In the unlikely event your parcel has not arrived or has arrived damaged, please contact Hermes customer services to file a complaint.
Returns
Access our returns portal here.
You must return items back to us within 30 days of delivery.
If 30 days have gone by since you received the purchase, then unfortunately we can’t offer you a refund.
To be eligible for a return, your item must be in the same condition that you received it (no dog hair or stains etc). It is recommended that you try the harness on your pup indoors just in case you need to return it. We reserve the right to refuse an exchange or refund if items are non-saleable
If you wish to return an item, please send a request via email to info@furrytailss.co.uk. Please include a note in your package containing your order number, name, shipping address and email.
The buyer is responsible for paying for covering the costs of returning your item. Shipping costs are non-refundable. If you have spent over £40 and qualified for free UK delivery, we will deduct £3.50 when the whole order is returned. This is to cover our initial delivery fee and the processing of the return. We recommend using a trackable service or purchasing shipping insurance in case your parcel goes missing. we don’t guarantee that we will receive your returned item.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7-10 business days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your bank or credit card company, it may take some time before your refund is officially posted. 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 info@furrytails.co.uk
Exchanges
We will only replace items if they are defective or damaged. The buyer must contact us within 7 days of receipt of delivery if there are any damages or defects to your items.
What you can’t send back
Unfortunately, some items are non-cancelable and non-refundable:
- Anything that’s made to your specific requirements (waterproof leads and collars are non-refundable as they are personalised and hand crafted to the customer's choice of colour, coloured hardware and size).
- Sale items (if applicable) Only regular priced items may be refunded, unfortunately, sale items cannot be refunded. This includes SECONDS harness.