Returns Policy
We hope you are 100% happy with your product. If for some reason you do need to make a return, you have 14 days from receipt of goods to request a return.
How to make a return or exchange:
All return/exchanges requests must be made by firstly emailing us at bark@felldog.com
We will advise postage details via email.
The postage bag that your goods arrived in, is reusable. Please use this to return your item.
Once items have been initially approved for return/exchange, then they must meet the following criteria:
Items must be unused and in as new condition.
Original tags must be intact, and all packaging must be undamaged.
All items must be free of dog hair, signs of wear, and odours.
Please feel free to carefully try items on for fit, however, any items that are degraded, damaged, or have been used outside cannot be accepted for return.
If your items are returned in an unsuitable condition, you will be contacted, and the items will be made available for return to you (at your cost). If we do not receive a response from you with regards to returning the items to you within 14 calendar days, we then reserve the right to dispose of the item/s within 14 calendar days.
Are there any charges for returns & exchanges?
Original shipping charges are non-refundable.
UK customers requesting an item exchange will get their first alternative item sent to them free of charge - all you need to do is get the item back to us and we will pick up the cost for shipping a replacement to you.
If there is a price difference between exchanged products this will be highlighted and an invoice will be sent for payment before dispatch. If exchanging for a lower-priced item, we will process the refund of the difference when the original item returns, and within the scope of this policy.
Return Postage
• The return address details are advised in the email sent to you once the return is approved.
• Unfortunately, we cannot offer subsidised postage on international exchanges. If requesting an exchange in these situations we will extend an
invoice for the carriage at the prevailing rate.
How soon will I get my refund or exchange?
Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item
Refunds: We aim to process refunds within 3 working days – please note that this may not be visible on your bank statement for 5-7 days.
Exchanges: We aim to process your replacement within 2 working days, we will contact you via email. If there are any supplementary payments (e.g., For price differences/International postage/postage for additional items) an invoice will be sent to you and your replacement will be sent once the invoice has been paid.
Missing or Damaged Items
We very much hope your goods arrive in tip-top condition, in the unlikely event they don’t. If you have any concerns, please contact us at bark@felldog.com. If the parcel and/or item has been damaged, please photograph the parcel and damage and email us. This must be done within 5 days of receipt of the parcel. We cannot action any damage claims after 5 days of arrival with you.