Shipping, Returns & Refunds
Delivery, Returns & Refunds Policy
At Crafted Collars, we aim to get your order to you as quickly and safely as possible.
Please read the following details about how we process, dispatch and deliver orders.
Dispatch times
For items in stock, we aim to dispatch orders within 3 working days (Monday-Friday, excluding Bank Holidays). Made-to-order items will be dispatched within 7 working days.
If we expect any delay, we will contact you by email.
Delivery Rates & Times
Delivery costs are calculated at checkout based on your location and chosen Royal Mail service.
Delivery times may vary depending on your location and the chosen service. If delivery is delayed due to circumstances beyond our control (such as postal delays, strikes, or adverse weather conditions), we will notify you as soon as possible and take all reasonable steps to minimise any delay.
Please note: Delivery times are estimates and not guaranteed. Crafted Collars is not responsible for postal delays.
Order Tracking
Once your order has been dispatched, you will receive a confirmation email with tracking information, where available, so you can monitor the progress of your delivery.
Lost or Delayed Orders
If your parcel does not arrive within the expected timeframe, please contact us as soon as possible so we can assist in tracking it with Royal Mail. Please note that a parcel will not be considered lost until the Royal Mail specified investigation period has passed. This varies depending upon the service selected. Should your order be confirmed as lost, we will arrange a replacement or refund in accordance with our policies.
Your Right to Cancel
We hope you love your purchase, but if something isn’t right, we are here to help.
Under the Consumer Contracts Regulations 2013, customers in the United Kingdom have the right to cancel their order within 14 days of receiving their goods, for any reason. To exercise this right, please notify us in writing with your order number and reason for return. Once we have received your cancellation notice, you then have 14 days to return the goods to us.
Return Conditions
Returned items must be unused, in their original condition and packaging.
You are responsible for the cost of return postage, unless the item is faulty, damaged, or incorrect, in which case we will cover the cost or provide a prepaid return label. We recommend using a tracked service for all returns.
Non-Returnable Items
Please note that we cannot accept returns for:
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Customised or personalised collars or leads
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Sale or clearance items (unless faulty)
Refunds
Once your return is received and inspected, we will notify you of approval or rejection. We will issue a full refund to your original payment method within 7 days of receiving the returned goods, or proof that they have been sent back by a Tracked Service.
Faulty or Incorrect Items
If your product is faulty or damaged on arrival, please contact us within 7 days of receipt with a description and photos of the issue.
We will arrange a replacement, repair, or refund in accordance with your rights under the Consumer Rights Act 2015.
Exchanges
We are happy to exchange unused items for a different size or colour, subject to stock availability. You will be responsible for return and re-delivery postage.
Contact
For delivery, returns and refunds questions, email us at info@craftedcollars.co.uk