Return Policy
Cancellations, Returns & Exchanges
If the delivered Goods are deemed unsuitable, please notify us within 28 days of delivery. We will replace them or provide a full refund, and the Customer shall accept liability for the cost of return. Refunds are processed against the original payment method and will appear in your account within 5 - 10 business days.
If Goods are damaged or faulty, please notify us within 28 days of delivery. We will repair or replace them without charge, or provide a full refund, and we shall accept liability for the cost of return where such costs do not exceed reasonable expectations.
We do not accept liability for the postage of international orders returned to us because of sizing issues or if the customer deems the product unsuitable.
Returns/Exchanges Process
If you need to send an item back to us for refund or exchange, please send us an email with your original Order Number to let us know. Then send to the following address including a note with your request and your order number. If there is a difference in price, you will be refunded against your original payment method, or we will send you an email notification to click through and make a secure online payment for the difference via our website. These notifications may go to your spam/junk folder if you do not see.
Dogs & Horses Workshop
Ground Floor, 229 All Souls Ave
London NW10 3AE
Bespoke Requests
Requests for items that are made bespoke normally require a £20 fee in addition to our normal list price but this may vary depending on the circumstances. For example, if we need to interrupt our normal production workflows, you may be charged the full bespoke fee. If your item can be added without much additional time/effort, we may request less for the bespoke fee and/or waive the bespoke fee altogether (eg. swapping out brass fittings for silver fittings is usually fine at no additional charge). Any questions, please don't hesitate to ring us directly on 020 7018 0175 and/or send us an email: hello@dogsandhorses.co.uk.