Order received but it’s not right? We got you.

We have a 14 day returns policy. This means you have 14 days after receiving your item to request a return.

To be eligible for a refund, your item(s) must be unused, unworn, unwashed and in the same condition that you received it.

We recommend that when trying on new items for your dog, that you do so carefully and indoors, just in case you need to return them. Please note we cannot accept a return if there has been any evidence the item has been out on a walk or worn outside.

We always request an email to us in the first instance as often sizing issues can be resolved without a return. If you are considering returning a parcel due to sizing or fit please watch these videos first 

returns@twiggytags.co.uk

Damages and defects

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

We cannot at this time offer returns or refunds for personalised items unless the item is defective. We can not offer refunds on items that have been damaged by yourself or your dog outside of normal use. We have tested all our products and can tell the difference between damage and a faulty product.

Exchanges

Unfortunately at this time we are unable to do any direct exchanges due to varying stock levels. Don’t panic if you ordered the wrong size - just get the wrong order posted back out to us and place an order for your correct size on the website as usual.

Bundles

Chose the wrong harness and collar size as part of your bundle but want to keep your discount? Just let us know and place the order for the correct size as described for an exchange. Once we receive the incorrect size back, we will refund your new order so you don’t have to pay any extra.

Ordered a bundle and decide after you only want to keep part of it? We can still partially refund you - we will deduct the extra 15% you were discounted on any items you would like to keep off of the amount due back to you because this discount is only applicable when the entire bundle is purchased.

Payment

After you receive your email confirming your refund, the payment will be made directly back onto your original payment method minus any postage costs.

If for any reason we are not able to refund you, we will contact you directly. Please note that your bank may take a few days to process our refund, once the payment leaves us the timeframes are out of our hands. We aim to process returns within 5 working days.

Free Gifts

If you receive a free gift with your order and return any of the items within the order, the free gift must be returned as well. If you do not return the free gift, the cost of this will be deducted from your refund.

TikTok Shop Orders

Please request the return directly through TikTok Shop before returning any items to us - this will allow us to refund you as soon as we receive the item back.

Bought from a stockist?

If you chose the wrong size or have any issues with a TT item you purchased anywhere that isn’t directly from us, please in the first instance contact the store you bought the item from.

Lifetime Guarantee

Read more about our lifetime guarantee and if a refund is applicable to you here

If you have any further questions in relation to our returns policy, please contact us on returns@twiggytags.co.uk