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pawfection london
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Frequently Asked Questions

Finding a product​

​If there is a particular product you would like but cannot see on our website, then please contact us by email with the item details and we will endeavour to locate the item(s) for you. We will then advise you of the estimated delivery time and costings of the product(s) so you can decide whether you wish to proceed with an order.
Gift Service
​We offer a gift service, you select the items you would like included in a gift basket and we will wrap and send it to you or directly to your chosen recipient. Please email us with the details and we will give you a quote.
Is VAT included in the price?
​​All prices shown on our website are inclusive of VAT.
What if I have chosen the wrong size?​​​​​
​​If you have ordered the wrong size, then you should immediately return the item by a secure postage method that is tracked and on receipt we will then send you the correct size if in stock. If the item is out of stock, we will give you an estimated delivery date or if you prefer a refund. The returned item must not show any sign of wear or damage. A postage charge will be incurred for the despatch of another item.
How long for delivery?​​
​​We aim to despatch your goods on weekdays within 24 hours of order by Royal Mail, First Class Recorded Delivery or Special Delivery, for larger items ParcelllForce will be used. Should the item by out of stock we immediately contact you and advise of the estimated delivery date.
Do you ship internationally?
​Yes we do ship internationally. Please contact us by email with order details and we will then reply with the delivery charges.
​What is your returns policy?
​​We hope you will be pleased with your purchase but should the item be unsuitable or the wrong size or colour, please return within 14 days using a secure postage method with tracking. On receipt we will either refund or exchange the item(s) providing the item(s) is in an unused and undamaged state. We cannot accept liability for non-receipt of returned items.
What if I cannot see the size or colour I want?
​​If the size or colour you want is not listed, please contact us by email with your requirements and we will inform you as soon as possible as to whether we can obtain your item(s) for you. We will advise you of the estimated delivery time and the price of the item(s).
How do I measure for a dog collar?
For a proper fit, measure your dog's neck with a cloth seamstress's tape measure. Pull the tape snug but not tight. (If you do not have a tape measure, you can use a piece of string and then measure the string with a rigid ruler.) Allow sufficient room to slip two fingers between the collar and the dog's neck.
Will my personal details be secure?
​​Your details are not shared with any third parties and the information you provide is only used when shopping on ​our site. If we need to contact you regarding your order we will try contacting you via your email.
What are my payment options?
All payments are by processed by PayPal