RETURNS & REFUNDS

Returns & Refunds Policy

Every personalised item is made to order just for you. Here’s exactly what you can expect if something isn’t right.

Personalised and customised items

Our personalised collars, collar & lead sets, name tags and any other item engraved or printed with your wording are made to order specifically for you. Because they can’t be resold, personalised and customised items cannot be returned, exchanged or refunded if you simply change your mind. This is allowed under the Consumer Contracts Regulations 2013, which exclude goods made to the customer’s specifications.

Please check your personalisation carefully before you order – spelling, phone numbers and size. We engrave exactly what you enter at checkout. If you spot a mistake after ordering, contact us straight away via the live chat; if your item hasn’t gone into production yet we’ll do our best to correct it.

Damaged, faulty or incorrect items

If your order arrives damaged in transit, is faulty, or isn’t what you ordered (for example the wrong size, colour or an engraving error on our part), we’ll offer a free replacement or a full refund – including personalised items.

• Contact us via the live chat as soon as possible after delivery, ideally within 7 days.
• Include your order number and clear photos of the item, the damage and the packaging.
• Please keep the item and packaging until we’ve resolved your claim.

We may not be able to help with damage caused after delivery, normal wear and tear, chewing, or sizing chosen incorrectly by the customer.

Non-personalised items

For items that aren’t personalised (for example LED or silicone collars, phone lanyards and pet furniture), you can cancel your order within 14 days of receiving it for any reason.

• Tell us within 14 days of delivery via the live chat.
• Return the item within 14 days of telling us, unused and in its original packaging.
• Return postage is paid by you unless the item is faulty or incorrect.

Refunds

Once we’ve received and checked a returned item (or approved a damage claim from your photos), we’ll let you know and refund you to your original payment method within 14 days. Your bank may take a few extra days to show the refund.

Lost or late deliveries

We offer free delivery on every order, UK and worldwide. Personalised items are made and dispatched within 7 days, plain items within 5 days, and delivery then usually takes 7–9 days – see Delivery information. If your order hasn’t arrived within those times, please contact us via the live chat and we’ll track it for you. If it’s confirmed lost in transit, we’ll send a replacement or a full refund.

Your statutory rights

This policy doesn’t affect your statutory rights under the Consumer Rights Act 2015.

Our Gift Shop · Last updated October 2026

Need help with an order?

Tap the chat button at the bottom right of any page. Our assistant can answer most questions straight away, and you can ask to speak to a member of our team at any time.

Or email us at info@ourgiftshop.co.uk