Ceramic Mug

We want you (and your pup) to love your order! If something isn’t quite right, here’s how returns and refunds work.

Returns

• You have 14 days from the date you receive your order to request a return.
• Items must be unused, unworn, unwashed, and in their original condition and packaging.
• For hygiene reasons, used collars, leads, bowls, or personalised items cannot be returned, unless faulty.

 

Faulty or Damaged Items

• If your item arrives faulty or damaged, please contact us within 48 hours of delivery with clear photos and your order number.
• We’ll offer a replacement or full refund, including return postage where applicable.

 

Refunds

• Once we receive and inspect your return, we’ll notify you of the outcome.
• Approved refunds will be processed to your original payment method within 5–10 working days.
• Original postage costs are non-refundable unless the item is faulty.

 

Return Postage

• Customers are responsible for return postage costs unless the item is faulty or incorrect.
• We recommend using a tracked service, as we can’t be responsible for items lost in transit.

 

How to Start a Return

Please contact us at [your email / DM us on Facebook] with:

• Your order number
• The item(s) you wish to return
• Reason for return

Orders are typically processed within 3-5 working days after payment is received (excluding weekends and holidays).

Shipping costs are calculated at checkout and are non-refundable.

While we do our best to ensure smooth delivery, please note that delays caused by shipping carriers, or other factors outside our control may occasionally happen.

If you have any questions or need help with your order, feel free to reach out to us at stjamesbark@outlook.com