Returns Policy

Please get in touch with us and we will provide you with a returns address; returns are at the customer’s expense unless the product is found to be faulty.

To start a return, you can contact us at lottieluvs2@gmail.com If you received a faulty or incorrect item, we will cover the cost of return postage, however if you have ordered incorrectly the cost of return postage will be covered by you. Items sent back to us without first requesting a return will not be accepted.

Food items - Only unopened packs can be refunded unless something is wrong with the product and then we will refund your whole order, including cost of returning it to us. If the product is not at fault, customers will need to return the goods at their expense and we will only refund them for unopened packs. For this reason, please buy a sample bag if your dog hasn’t tried the food items before. 

For all other items 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. You’ll also need the receipt or proof of purchase.

We recommend all items are returned on a ‘signed for’ courier service. All returned goods must be returned within 14 days from date of delivery and be in an unused condition, as stated in our terms and conditions. Buyers will be responsible for return postage costs, Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return questions at lottieluvs2@gmail.com

If you refuse an order and it’s been sent back to us by the courier in a resalable condition, and it's not due to the items being defective or incorrect, we will refund the product cost, deducting the cost of the return shipment.

Damages and issues

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. Any findings must be reported within 48 hours of delivery. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Please note refunds will not be accepted if you have asked courier to leave the parcel in a safe place including on your front porch, and in these cases the liability falls with the customer.