No Quibble Guarantee and Free Returns
We're confident you'll love your Dogrobes® product.
If you're not entirely happy, just let us know and we'll fix it.
We've made returns and exchanges simple, with free UK returns and friendly customer service every step of the way.
Learn how to return an item, arrange an exchange or request a refund below.
Request a return
Log in to your account using the email address you used to place your order. We’ll email you a 6-digit code to sign in – no password needed.
Select the order you’d like to return and choose ‘Return items’.
Prefer us to do it for you?
Just email us with your name and order number and we’ll be happy to help.
If you don’t have a printer – no problem – just let us know.
Our usual returns period is 30 days.
Print your label
We’ll email you a FREE returns label to print.
If you don't have a printer we'll send you our warehouse address and refund the postage you paid when placing your order.
Bag it up
Please remember items must be in their original condition - unused, undamaged and ideally in their original packaging.
If your dog has tried the product on, please remove as much dog hair as possible. We recommend using a lint roller or tape around your palms!
Please include your order number inside the parcel so our warehouse team can identify your return.
Drop it off
Take your parcel to your local Post Office.
Keep the proof of postage until your return is confirmed as the item is your responsibility until it reaches us.
What happens next?
Exchanges (2 options)
1. Request an exchange
- Click 'Account' and enter your email address
- We'll email you a six-digit code to access your orders
- Select Request return in the order
- Choose the item you'd like to exchange and select Other as the reason
- Use the Note box to tell us which size, colour or style you'd like instead.
When we receive the return, we'll arrange the exchange for you and refund you or send a payment link for any balance. A £4.95 delivery charge applies to your replacement.
2. In a hurry?
Place your new order straight away and request a refund for the item you’re returning. We’ll process your refund once we receive your return.
Refunds
Once we've received and checked your return, we’ll let you know and issue a refund to your original payment method.
Please allow up to 7 working days for the refund to show in your account.
Faulty item?
In the very unlikely event that you receive a faulty item (beyond normal wear and tear):
Let us know as soon as possible.
We’ll ask you to return the item and send you a free returns label. Please make sure it's clean and dry so we can investigate the issue. This helps us ensure it doesn’t happen again.
We'll happily refund or replace genuine faulty products.
Personalised and Made To Measure Dogrobes
Personalised and Made to Measure Dogrobes are made especially for you, so we’re unable to accept returns or exchanges unless the item is faulty.
Please measure carefully and double-check spellings before placing your order.
Dogrobes with a Harness Access Opening are not classed as personalised and can be returned.
Returns FAQs
How long do I have to return an item?
Our standard returns period is 30 days. If that has passed, please get in touch and we'll do our best to help.
What if I'm returning a gift or a Christmas order?
Just let us know if you need an extension.
Items ordered from 1st Nov - 24th Dec can be returned right up until 31st Jan.
Can I return a Made To Measure or personalised Dogrobe?
Sorry - these items are made just for you, so we can’t accept returns or exchanges unless the item is faulty.
Please measure carefully and double-check spellings before placing your order.
Can I return a Dogrobe with a Harness Access Opening?
Yes. A Harness Access Opening doesn't make a Dogrobe personalised, so they can be returned in line with our standard returns policy.
How do I access my account?
Use the email address you placed your order with. We’ll email you a 6-digit code to sign in – no password needed.
If you’d prefer us to arrange your return, just email us with your name and order number and we’ll be happy to help.
What if I don't have a printer?
That's no problem. Just email us to let us know.
We’ll send you our warehouse address and we’ll add your postage refund to either your store credit or your refund.
What condition should items be for returns?
Products should be returned in a resalable condition. Please ensure they are unused, undamaged and clean. If your dog has tried the item on, we ask that any dog hair is removed before returning.
What is store credit?
Store credit is money added to your online account that you can use towards your new order. It means you don't have to wait for a bank refund before placing your new order.
Do you offer free international returns?
Our free returns service is available for UK customers only.
If you're returning an item from outside the UK, you'll need to arrange and pay for the return postage. We recommend using a tracked service and keeping your proof of postage until your return reaches us.
Please note that international delivery charges, duties and taxes are non-refundable.
If you're unsure about anything or would like advice before sending your return, please get in touch via our Contact Us page. Alternatively, use the form below and we'll be in touch as quickly as possible.
What if my item is faulty?
It’s extremely rare, but if you do receive a faulty item (beyond normal wear and tear), please let us know as soon as possible.
We’ll ask you to return the item so we can look into the issue. This helps us understand what went wrong and prevent it from happening again.
We'll send you a free returns label. Please ensure the item is clean and dry before returning it.
Once confirmed, we’ll refund or replace the item.
Please get in touch via our Contact Us page. Alternatively, use the form below and we'll be in touch as quickly as possible.
