Delivery & Returns
SHIPPING
Please check shipping and turnaround time prior to placing an order. We aim to dispatch all orders within 48 hours of the order being placed however please allow up to 5 working days during our busier periods.
Please allow up to 14 working days for dispatch for any personalised goods.
UK DELIVERIES
- UK Tracked 24 (for all orders under £40) – £4.00
- UK Tracked 48 (for all orders under £40) – £2.95
EUROPEAN & INTERNATIONAL
- International Tracked Europe (for all orders under £60) - £8.00
- International Tracked outside of Europe excluding USA (for all orders under £65) - £8.00
- International Tracked USA (for all orders under £70) - £10.00
*All orders are now sent via tracked delivery. These numbers are NOT sent automatically, so if you would like your tracking number, please email us and we would be happy to provide it*
CUSTOMS & IMPORT DUTIES
International Customs tax/charges are not within our control so you may be required to pay this depending on your location. We are not responsible for any customs or tax charges for orders outside of the UK. Buyers are responsible for any customs and import taxes that may apply. We are also not responsible for delays due to customs.
MISSING ORDERS
We are not responsible for delays or stolen orders. Please contact Royal Mail with enquiries to missing orders.
If they have been shipped back to us due to an insufficient address we will be able to re send this out to you but the postage will need to be repaid and a reliable address used.
NO SHIPPING COSTS ARE REFUNDED AT ANY TIME.
RETURNS & REFUND POLICY
If for any reason you would like to return your item(s), No problem – We want you to be 100% satisfied. If you would like to return an item, you can do so within 21 days of the delivery date. You will be required to pay return postage.
To return your order please email us at hello@flossieandfloof.com
To ensure we can identify your return quickly and to speed up the returns process for you, please include your name and order number (or address if you cannot put your paws on your order number) with the returned item(s).
Only products returned in perfect condition and in their original packaging will be refunded. Please ensure all returns are unworn, unwashed and free from pet hair. Returns that are received in an unsuitable condition will not be accepted if an item is returned to us damaged, worn or in an unsuitable condition, we won’t be able to give you a refund. All items are inspected on return.
*Please note we do not accept returns of personalised/customised items as they are made to measure*
Once your return is received and inspected, we will send you an email to notify you that your refund has been processed. Or you will be notified if your return has been rejected.
It is recommended that you use a trackable shipping service or purchase shipping insurance. Please ensure that you keep tracking numbers until you receive a confirmation of refund. We are unable to guarantee that we will receive your returned item and we do not accept any responsibility for lost items. Returned items are your responsibility until they reach us, so please ensure they are packed up properly and can’t get damaged on the way.
- Original postage costs will not be refunded unless an item is damaged/faulty.
Final sale/ seconds are NON returnable, the price reflects this on all items. All sale items are final sale and non returnable/refundable.
Refunds
If your return is approved, then your refund will be processed within 5 working days back to your original payment method (excluding shipping costs) but it can take up to 10 working days for the refund to show in your bank account. (depending on your financial institution) We’ll send you an email once your return has been processed.
Please note, if your order qualified for free delivery, we will deduct £2.95 if the whole order is returned. This is to partially cover our initial delivery fee and the processing of the return.
Late or Missing Refunds
If you haven’t received your refund within 10 business days of receiving your notification of refund:
- Double check your bank account (please remember that the amount refunded won’t include your original shipping costs)
- Contact your bank or credit card company, as it may take longer before the refund is processed by them and officially posted to your account or card
- If you have done these steps and still have not received your refund, please email us.
Faulty or damaged items
At Flossie & Floof, we want you to be 100% satisfied with your purchase. We thoroughly check all items before they are sent out to you but, in the unlikely event you receive an item you believe to be faulty/damaged, please contact us within 7 days of receipt of your order at hello@flossieandfloof.com (or via our ‘Contact Us’ page) with the following information:
- The order number (or name and address if you can’t put your paws on the order number)
- The faulty item’s name/size
- A description of the fault
- Photos of the fault
- If we deem the item to be faulty, we will cover the cost of return shipping.
Items must be returned to us within 7 days from receipt of our email to you confirming we will issue you a refund.
Received the wrong item?
Oops, we’re sorry! We want to sort out any issues with incorrect items straight away. Please contact us at hello@flossieandfloof.com before returning the item. We will cover the shipping costs if we’ve made a mistake.
Want to exchange an item?
We know that sometimes it can be hard to get the perfect fit for your pup first time. If you need to exchange your product for a different size, please email us at hello@flossieandfloof.com and we will be more than happy to assist.
CANCELLATIONS
If you wish to cancel your order, please contact us immediately via email hello@flossieandfloof.com – whilst we will make every effort to help, we regret that we cannot cancel your order if this has already processed for dispatch (which sometimes can happen within the hour) and you will be required to return the item at your cost.