All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.

Please be aware that all our orders are packed by our in-store team in our Hampton Court Village boutique. We make every effort to prepare online orders as soon as possible but when the boutique is very busy orders may take a little longer.

As a small business with a small team, we currently only ship to the UK. However if you live outside of the UK, and would like to place an order, please contact us at info@houseofpoochielondon.co.uk and we'll try our best to accommodate.

We use Evri standard delivery services for all orders and offer free shipping on UK orders over £100. Orders that don't meet this threshold will be subject to a £4.99 flat shipping fee to be paid for at checkout.

We hope you and your pooch love your purchase! However, if you need to return an item, we're here to help.

14-Day Returns

You have 14 calendar days from the date you receive your item to request a return.

Condition for Return

To be eligible for a return, the item must be unused, free from pet hair, damage, or signs of wear, and in its original "as new" condition with all tags still attached. The item must be returned in its complete original packaging. Please provide proof of purchase (e.g., your order confirmation email or number) when requesting a return.

How to Initiate a Return

Please email us at info@houseofpoochielondon.co.uk within the 14-day period to let us know you wish to return an item. Please include your order number and the reason for the return. We will provide you with instructions on how to return your item.

Return Shipping Costs

Customers are responsible for covering the cost of return shipping, unless the item received was faulty, damaged, or incorrect. We recommend using a trackable shipping service, as we cannot be responsible for items lost in transit.

Refunds

Once we receive and inspect your returned item, we will send you an email to notify you that we have received it and whether your return is approved.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days from the date of approval. 

Exchanges

If you need to exchange an item (e.g., for a different size), please follow the returns process outlined above and place a new order for the desired item.

Faulty or Incorrect Items

If you believe you have received a faulty, damaged, or incorrect item, please contact us immediately at info@houseofpoochielondon.co.uk with your order number and details (including photos if possible) so we can resolve the issue quickly.

If you have any questions about our Shipping & Returns Policy, please don't hesitate to contact us at info@houseofpoochielondon.co.uk