We have a 14-day return policy which means you have 14 days after receiving your item to request a return. All Cheshire & Wain products are carefully made in small batches to ensure strict quality control. However, if you are not 100% satisfied with your purchase please contact us (firstname.lastname@example.org) to arrange an exchange or return.
Damages and issues
Please inspect your order upon reception and contact us within 48 hours item if an item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and resolve it.
We offer free UK returns. Please contact us within 14 days of receipt of your item to request a return and we will send you a Royal Mail tracked returns label. Please note that we will not be able to refund the original postage charge for your order unless an item is faulty. Items must be returned to us unused and unworn, in a saleable condition and with the original packaging that you received them in.
Returns from outside the UK
International order items must be returned (at your own cost) unused, in a saleable condition and with the original packaging that you received them in. Please use a 'signed for' delivery method and obtain proof of postage. Please use a service that can be tracked. Please state on the customs form that the item(s) is a commercial return.
Exceptions / non-returnable items
Personalised or custom made items are non-returnable and non-refundable, i.e) engraved ID tags, personalised or bespoke collars or any made to order items. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
To start a return, please contact us at email@example.com stating the item(s) you wish to return along with your order number. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
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. If you need to exchange the size of a collar please contact us and we can advise on availability.
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 within 10 business days minus the original postage fee (if applicable). Please remember it can take some time for your bank or credit card company to process and deposit the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at firstname.lastname@example.org.
International refunds: We are unable to refund any customs or duty charges you have paid to receive an item that you later return to us.
Refunds on rejected international orders
It is your responsibility to cover any import duty and customs charges which arise from a purchase. If you feel you have been overcharged please contact us so we can assist you. If you decide to reject a delivery due to a tax and/or duty charge we will be unable to refund the items in your order until they have been safely returned to us. Rejecting an order will be at your own risk. We are still unable to refund any personalised items that are returned due to a rejected order.