We have a 14 day returns policy from when you receive your order, in which item(s) can be refunded or exchanged for another style/size. Refunds will be issued back to the original payment method (excluding delivery charges). We aim to issue refunds within 2-3 working days from when the order has been received back. For exchanges, there is no extra cost for re-delivery.
- Item(s) must be unworn, in original condition and packaging with all labels. Please ensure your order is posted back in the same box we delivered this in to ensure there is no damaged caused in transit. Any orders not returned like this, we may not be able to refund.
Please get in touch first via the 'Contact Us' page or email us direct on email@example.com stating your name, order number & request (e.g. exchange or return). Orders are then to be posted back to the following address: Top Pooch, 85 Milford Road, Lymington, Hampshire SO41 8DN. Please ensure you have included a note with your name, order number & reason for return so we are able to reference this. Please also let us know you when have posted this so we are aware.
We will not be liable for orders lost in the post. We recommend you return your item(s) via recorded service. Cost of postage for returns will not be covered by us. Make sure you keep your receipt with tracking number.
NOTE: HANDMADE TO ORDER EXCHANGES - Please be aware that if you are exchanging your items from the handmade range for another size/style, this will need to be remade once the exchange has been returned to us. Therefore please allow for the standard make/delivery times again as we will not be able to send this out straight away due to this.
In the unfortunate case should you receive a faulty item and require a refund or exchange, please get in touch via the 'Contact Us' page or email us direct on firstname.lastname@example.org stating your name, order number and faulty item. We will then ask you to post this back to us. If you can, take a photo of the fault and email it over to help us solve the issue quicker. Once we've received the item back we will be able to process your refund/exchange.
CHRISTMAS THEMED STYLES
PLEASE NOTE: All specific Christmas styles are non-refundable however they are exchangeable for another size (in the same style). Same policy as above - must be unworn, with tags and in original packaging. Styles listed below which are Christmas themed:
Frosty The Snowman