Items will be shipped within 2 - 7 business days of payment clearing.
Shipping time may be longer for made to order/custom items as we require 3 to 10 days to handcraft your item(s).
We use Royal Mail 1st Class Signed For Delivery (1-3 business days) for all orders up to the value of £99 and Royal Mail Special Delivery (guaranteed the next business day before 1pm) for all order over the value of £99. This is to ensure that your items are fully insured while in transit.
All parcels will be tracked and a tracking number will be provided.
Items will be shipped within 2 - 5 business days of payment clearing.
We provide tracking on all International purchases.
Delivery time will depend on your country, usually between 5 - 14 business days however delays can occur.
All International orders are tracked shipping via Royal Mail.
As a buyer you are responsible for any additional customs fees, please inquire about those for your specific country before ordering.
We are happy to refund or exchange your item if you contact us within 14 days from receiving your parcel.
Item must be shipped back to us within 14 days after making contact with us in its original condition (unworn, in re-saleable condition with labels still attached).
We are unable to accept any returns that fall outside of our return policy. items that arrive back to us outside of this policy will not be eligible for a refund or exchange and will be returned back to the customer.
Custom made items that includes personalised items, custom sized items and custom harness hole items are non returnable.
Made to order items are custom made to each order and can be exchanged for correct size if wrong size has been ordered. Made to order items are non refundable.
Please carefully measure your pet to ensure you purchase the correct size.
To return an item, please contact us via our contact page to authorise your return. You must provide us with your order number along with your name, payment/shipping address and email address that you used at checkout. Once we have been able to locate and confirm your order, you will be provided with our returns address.
Returns that are sent to a wrong address cannot be processed. It is your responsibility to ensure that you return to the correct address that we have provided to you within your returns authorisation email.
Please ensure that you return your item(s) via a signature service with a tracking number along with the correct value insurance as we are not responsible for lost parcels which are shipped back to us.
Rock Dog reserves the right not to refund item(s) that are not returned in a re-saleable condition. Please ensure that you return your item(s) in its original condition (both items & labels clean and hair/fur/crease free).
Once the item is received by us in its unworn original condition, we will process your refund (minus the shipping cost) within 24hrs.
In the case of exchanges, please note you will be responsible for the return shipping and re shipping costs.
Once we receive your return, we will prepare your exchange and email you an invoice containing your exchange P&P payment link.
Your exchanged item will be shipped once payment has been received for your exchange P&P.
IMPORTANT INTERNATIONAL RETURNS INSTRUCTIONS:
International returns must clearly mark the parcel with 'RETURNED GOODS RELIEF' along with the customs document clearly marked as 'Returned Goods NCV' (No Commercial Value). You will also need to place the original shipping label and invoice inside the parcel. This is to avoid custom charges, otherwise customs will believe that you are the seller rather then returning an item that you want to refund or exchange. If your parcel is not returned this way and custom charges are raised, you will be responsible for these charges and charges will be deducted from your refund.
IMPORTANT RETURNS NOTICE
Please ensure that you check your email junk and spam folders for our replies regarding returning your item. We are not responsible for you missing the return deadline due to not seeing our email because it was in your junk or spam folder.