FAQ

What is your return policy?
We hope that you will love your product as much as we do! 

If for any reason you change your mind and would like to return an item, please contact us at hello@whendogs.co.uk within 14 days after receiving your item. If your return is accepted, we’ll send you instructions on how and where to send your package. We will inspect the package promptly after we receive it and will provide store credit at the value of the products purchased within 14 days of receiving

Please note that items sent back to us without first requesting a return will not be accepted. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Please note that we cannot process any refunds for charges related to custom duties, taxes, fees, etc. 

While we do in-depth quality check of all of our orders before shipping, if a product is faulty, please get in touch with us within 14 days at hello@whendogs.co.uk and we will do our best to make it right! 

Do you offer free returns?
As we are a small business, we sadly are unable to offer free returns. Please note customers are liable for any costs associated with the return process. Note, please ensure you send the return back to us via tracked service as we cannot be held responsible if the item(s) get lost

Do you offer exchanges? 
Please check our size guide and measure prior to purchasing the bandanas. Since we are a small business and most items are made to order, we do not offer exchanges at this time. If you need a different size, please return the product and make a new order

Do you ship internationally?
We offer worldwide shipping through Royal Mail! 

Do you offer free shipping?
We offer free standard shipping on orders:

• UK: £20.00+ (Royal Mail 2nd class)
• Europe: £50.00+ (Royal Mail International Without Tracking)
• USA: USD $70+ (Royal Mail International Without Tracking)
• Rest of World: £60.00+ (Royal Mail International Without Tracking) 

What are the shipping options and how long does it takes?
When you will receive your order depends on the shipping option selected during checkout plus our processing time. We use Royal Mail for both UK and International shipping. See below for the shipping options*: 

UK

• Express (Royal Mail Traked 24): 1-2 working days 
• Standard (Royal Mail Tracked 48): 2-4 working days

Europe

• Royal Mail International with Tracking: 3-7 working days
• Royal Mail International without Tracking**: 3-7 working days

Rest of World

• Royal Mail International with Tracking: 5-10 working days
• Royal Mail International without Tracking**: 5-10 working days
  
  *Please note, the above aims are given by Royal Mail and in some instances, they may be exceeded. We cannot be held responsible for any delays caused by Royal Mail as they are outside of our control. We know it can be frustrating to wait longer than expected, but if you have not yet received your parcel please allow 5 working days after the maximum estimated number of days above before contacting us to allow for any delays that may have occured 
  
  **If the "without Tracking" option is selected, please note that you will only receive an email from us when the order has been shipped, but you won't be able to track the order after it has been handed to the shipping carrier
  
  If an order is returned to us by Royal Mail due to a failed delivery we will refund the order minus shipping. If the order qualified for free delivery, £5 (UK orders) and £10 (non-UK orders) will be deducted from the refund to cover the initial shipping & handling

What is your current processing time? 
Our current processing time (time from order date to shiping date) is 2-5 business days, but we always try to ship as soon as possible and you will receive an email with more information once your order has been shipped. All of our bandanas and scrunchies are handmade in London and we keep a small number of products in stock, so there's a high likelihood your product is made-to-order. Feel free to reach out if you need you order by certain date and we will do our best to accomodate as we always strive for you to be 100% satisfied!

Will I be charged import duties? 

• United Kingdom - No charges
• United States - Orders over USD $800 are subject to additional importation fees, duty and taxes which are the responsibility of the customer
• Rest of World - Any duty, tax, or additional importation fees incurred are the responsibility of the customer. Most countries have a De minimis value (a threshold that exempts imports from duty and or tax). We recommend looking up the De minimis value for your country if there are any questions. We are not able to inform what and if your local government will charge you for your purchases. If your local governement contacts you about custom fees and the payments are not completed, please note that the order may be destroyed / abandoned and we are unable to provide a refund for the order

Are these accessories only for small dogs?We are size inclusive and our bandanas are designed to fit dogs of different shapes and sizes. We have four different sizes: XS ~ L

How do I select the bandana size?Measure your dog's neck and don’t forget to take into consideration the neck fluff! Please refer to our sizing guide in the product page for further information on the best fit based on neck size

I’m in between sizes, what should I do?If you are in between sizes, we recommend sizing up to ensure there’s enough wiggle room for a comfortable and stylish look! Both of our tie-on bandanas and snap & tie bandanas can be further tied to customise the fit

Do you offer wholesale prices?Thanks for your interest - we are thrilled to connect with you. We always welcome businesses eager to stock our products and look forward to collaborating. Please send us an email at hello@whendogs.co.uk to discuss next steps!

Do you have matching product for the humans?
Absolutely! I love matching with my pup and we have matching scrunchies for all the bandanas. Good news: select the bandana and scrunchie bundles to save on the set. We also plan to add new products to our ‘When Dogs Share’ line in the future because sharing is caring ;)

When will there be new products?We plan to launch new bandana designs on a montly basis unless otherwise specified. Besides 'When Dogs Wear', there will be new lines launching in the near future starting with 'When Dogs Play'and more in the future. When Dogs Sleep, Walk, Eat, etc., Stay Tuned!

My dog has sensitive skin. Are your products safe?
Our accessories are crafted with love and designed with your dog's comfort in mind. We inspect the materials used to make our bandanas and use high quality fabrics to make sure your fur baby is as comfy as can be. All of our products are products that we you for our own pup

I have more questions, how do I contact you?The best way to get in touch is either by email (hello@whendogs.co.uk) or via Instagram (@whendogs). We'll always aim to answer you within 48 hours! Please put 'URGENT' in the subject line for a quicker response.