Happy Tails Basic

I aim to dispatch all orders within 3 working days of receiving your order.

Orders are sent using Royal Mail Tracked 48, which provides tracking and aims to deliver within 2 working days after dispatch. Please note that this is a delivery aim rather than a guaranteed service, and occasional delays may occur once your parcel is with Royal Mail.

You will receive tracking information once your order has been dispatched, so you can keep an eye on its progress.

All items are carefully packaged to make sure they reach you safely and in the same condition they left me.

If you have any questions about your order or its delivery, please don't hesitate to get in touch — I'm always happy to help. 💙

I take great care when making and packaging every order, but unfortunately items can occasionally be damaged during delivery.

If your item arrives damaged, please contact me within 14 days of receiving your order with details of the damage and, where possible, photographs of the item and packaging.

Once I have received the relevant information, I will review the issue and, where appropriate, arrange a replacement or refund.

Please note that I am unable to offer refunds or returns for items that are simply unwanted or no longer required, unless required by your statutory consumer rights.

All items are carefully packaged before dispatch to help ensure they arrive safely.

If you have any questions or concerns about your order, please get in touch and I will always do my best to help. 💙🐾

*This policy does not affect your statutory rights as a consumer.*

Order Cancellations
If you need to cancel your order, please contact me as soon as possible. If your order has not yet been dispatched, I will do my best to cancel it and issue a refund.
Once an order has been dispatched, it may no longer be possible to cancel it.

Returns
For items that are eligible for cancellation under UK consumer law, you may request to return your order within 14 days of receiving it. Items must be returned in their original, unused condition.

Return postage costs are the responsibility of the customer unless the item is faulty or has arrived damaged.

Exchanges
I do not routinely offer exchanges. If your item arrives damaged or faulty, please contact me as soon as possible and I will work with you to arrange an appropriate replacement or refund.

Personalised Items
As our products are made specifically for you and personalised to your requirements, personalised items cannot normally be cancelled, returned or exchanged once production has begun, unless the item is faulty, damaged or not as described.

If you need to cancel an order, please contact me as soon as possible. I will do my best to accommodate your request, provided I have not yet started making your personalised item.

Incorrect Personalisation
Please carefully check all spelling, names and other personalisation details before placing your order. I will create your item using the information provided at checkout.

If I have made an error with the personalisation, please contact me and I will work with you to resolve the issue.

Damaged or Faulty Items
If your item arrives damaged or is faulty, please contact me within 14 days of receiving your order, including photographs where possible. I will review the issue and, where appropriate, offer a replacement or refund.

*This policy does not affect your statutory rights as a consumer.*