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Here are questions we frequently get asked about our products...
No, all our buckles are pre-engraved with the Hounds of Eden branding, and we do not stock unbranded hardware. Plastic buckles are also pre-branded. However, we do offer a variety of name tags to suit your needs and help you comply with the law.
Size guides differ between products, and can usually be found as the last few photos of a product.
- Reversible harnesses do come up a little smaller than the neck adjustable ones. You may need to go up a size, please do measure if in doubt.
- Hoodies & Panties do not correspond to harness/collars sizes. E.g.: if your dog wears a size Small adjustable neck harness, she will not be a size small hoodie or panties. She most likely will be a size large hoodie. Please read the size guides for each product.
We are able to make collars and some leads smaller/shorter for you.
We generally require you to leave a note on your order with your request, alongside your dog's breed, age and neck size of your dog.
We are unable to make items larger or longer, and can we cannot make custom harnesses or items from specific fabrics any more.
Neoprene harnesses, matching items, tweed and velvet items:
You can machine wash your items, please use a 30°C - hand wash setting and place items in a pillow case/delicates' bag to prevent damage. Lay flat to dry. Do not use harsh detergents. Do not tumble dry.
Plastic/Metal hardware should always be rinsed with clean water if dirty, including after contact with salt water/sand. Hardware should always be thoroughly dried to avoid corrosion.
Tags and lead trigger clips will over time scratch, tarnish and weaken metal buckles, which can cause them to break.
We do not recommend walking your dog on just a collar. We always recommend using a harness for walks, this is for your dogs' health & safety. Collar walking can exert large amounts of pressure on your dog's neck and airway, and dogs are able to slip out of collars easily compared to a harness.
Spot clean with a sponge and water. Do not use detergents. Do not soak as the colour can run/fade. Cool water only.
Tweed may fur/fuzz up over time, to refresh the fabric you can use a 2 blade razor and gently shave the fuzz off the fabric and it should look good as new.
Tweed can snag & become damaged if caught on claws, sticks, hedges, thorns etc. The longevity of the product depends on the personal use and wear/tear it receives. We are not responsible for damage that occurs with use.
Blankets, Snoods, Hoodies, Panties, Bandanas, bow ties and other items:
These can all be washed on 30c gentle hand cycles in a machine using a mild detergent. Do not tumble dry.
Using a flexible measuring tape (or string) measure the dog's neck as per the pictures on our size guides. Allow space for two fingers. If your dog falls between sizes, it is always best to size up. You can also contact us on our Live Chat or Email for sizing advice.
Size guides can be found on each product page, and are usually the last photo/s.
We aim to dispatch items either the same day, next day or the following day (1-2 working days).
We always use a Royal Mail 24 within the UK, which aims to deliver parcels the next working day. However, this is not a guaranteed service.
During peak times such as October - January, after a new product Launch or Sale, dispatch times can be a little longer.
For more details, please see the "Delivery Information" page.
Returns and exchanges
Here are common questions about returning and exchanging products.
Not happy? No problem!
We operate a 30 day no quibble returns/exchange policy.
You will receive a returns form with your order, so please read carefully & complete it and include it with your return for an exchange or refund.
Due to selling out of popular lines/sizes fast, we do recommend placing a separate new order if you have ordered the wrong size. This is also the fastest way to receive your correct item as you do not need to wait for us to receive your return. Alternatively, you can return the item and ask for an exchange, you just need to state what design & size you require. If we do not have your desired item in stock, we will email you to let you know and give you options.
If you have received a faulty or incorrect item, then please email us at: firstname.lastname@example.org
All items must be in an unworn, re-saleable condition. This means free from hair, marks and still with tags on.
We are not responsible or liable for items that do not make it back to us, if the postal service has lost your item, then you should contact the courier and make a claim with them.
We usually process returns/refunds within 48hrs of receipt, and you will be refunded to your original payment method & you should also receive an email to notify of this.
You cannot return items that have been personalized or customized in any way (This does not affect your statutory rights).
We currently do not have 'Free Returns' shipping labels.
We will pay for returns when the reason for the return is our fault, such as damage, defect or if an incorrect item is received.
Please email us at: email@example.com if this is the case. You should receive a reply within 48hrs.