Refund policy

Changed your mind?

If you're in the UK or EU, you have 14 days from the day your order arrives to tell us you'd like to cancel. You don't need to give a reason — just email us at sniff.waggle.and.walk@gmail.com with your order number.

Once you've told us, please send the item back within 14 days. Items must be unused, in the same condition you received them, and in their original packaging. Please contact us first — we'll confirm the return address. Items sent back without contacting us first can't be accepted.

Return postage is at your own cost, and we'd recommend using a tracked service, as we can't refund an item that doesn't reach us. Delivery to you is free on all our orders, so there's nothing extra to refund.

We'll refund you to your original payment method within 14 days of receiving the item back, or within 14 days of you showing us proof that you've posted it — whichever comes first. Your bank may take a few more days to show it.

Sometimes we won't ask for an item back at all, and we'll simply refund you. If that applies to your order we'll tell you when you get in touch.

Something wrong with your order?

If your item arrives faulty, damaged, or it's not what you ordered, please email us within 30 days with your order number and a photo of the problem. We'll put it right with a replacement or a full refund, and it won't cost you anything. In most cases we won't need you to send it back.

This doesn't affect your legal rights.

Items we can't take back

Personalised and made-to-order items — anything printed with a name, photo or custom text — can't be returned if you've simply changed your mind, as they're made specially for you. This doesn't apply if the item arrives faulty or wrong, which is always covered above.

We also can't accept gift cards, or items that have been used or washed.

Exchanges

The quickest way to get the item you want is to return the one you have and place a new order.

Still need help?

Email sniff.waggle.and.walk@gmail.com and we'll get back to you.