You have 14 days from the day you receive your order to inform us if you would like to return your item (not collars or personalised items).
If you have changed your mind, you will be required to pay for the return postage and once received back, we will refund you the cost of the item and the initial postage on the order, not the cost to return it.
International returns – please mark the item as RETURNS on the parcel clearly to avoid customs charges.
If the item has arrived damaged, we require a photo for our records and we will then provide you with either a replacement or refund after the original item has been returned.
Personalised items are non returnable/refundable.
Please allow 13 working days after the date of posting for your order to arrive – as per Royal Mail handling times. If after this date the order has still not arrived, we will arrange for a replacement to be sent to you. You order will either be sent by Royal Mail 2nd Class or 1st Class. If you require a different delivery method please ask us BEFORE ordering to see if it will be possible.
International orders are sent tracked, we will mark your order with the tracking details for you to follow your parcel. Please be aware customs can take anywhere from 1 week up to 6 weeks (sometimes more in certain countries). If you are not in at the time of your delivery, the driver will leave a notice to rearrange delivery or collect the parcel from the post office. If for some reason your parcel is not collected and is returned back to me, I will contact you to arrange payment for the postage charge to cover the resending your order. If you decide you’d prefer not to have the order, the refund will be the items total only and not the original shipping charge as this will be classed as a ‘forced’ return. If the items are personalised then no refund will be applicable.
Please be aware that due to the nature of hand dying, we do aim to match the colours in the listings as closely as possible, however the shades may be either slightly lighter or darker. Also, as the rope is natural cotton, it will be slightly thicker than the stated size due to cotton swelling during the dyeing process. Some fading may occur after being left in direct sunlight or subjected to water. We advise to store your leads away from sunlight and to prolong the colours, avoid getting them wet from either rain or washing (I would only wash them if absolutely necessary).
We make our leads from 100% natural cotton rope and items are hand dyed using non-toxic dyes.
Dog leads and collars are not toys, so please, so avoid allowing your pooches to play/chew the leads etc.
Available upon request, we can apply some fabric protection to the rope, which will help keep it dirt free for longer!
If your rope product becomes very dirty, please hand wash in water with some detergent soap. Do not soak your rope as this can cause the rope to stain. Get as much water out as possible after rinsing and leave to air dry naturally. Please note the more times you wash your rope items or expose them to rain/water the quicker the colours will fade.
If you are unsure of any of our policies, please ask us any questions you may have.