Frequently Asked Questions

If you have any questions regarding your luxury handmade ornament order please take a look below at the frequently asked questions or please contact us if you have any further queries.

How Do I Place An Order?

We strive to make our online ordering process as simple as possible.
If you require something that isn't listed, please feel free to contact us via, phone, email or WhatsApp 

Payment and Shipping

Secure payments can be made with:
Stipe (all major cards)
Paypal
ClearPay

DELIVERY TIMES AND INFORMATION

All of our products are handmade to order. These products will have a delivery timeframe which is 15 working days, plus postage time.

If, due to circumstances beyond our reasonable control, a component of your collar becomes out of stock after an order has been placed, you will be notified by email of the extended timeframe and given an option to cancel the order and receive a full refund.

HD does not accept any liability for delay, despatch or delivery and cannot be held responsible for delivery at any set time on a particular day. HD ships internationally, products are shipped using various methods and couriers, Some delivery methods will require the customer to sign for the acceptance of the goods.


UK Shipping:
 
Items will be shipped (once created) within 3 business days of payment clearing.
 
We use Royal Mail Tracked 1st Class Delivery for our standard shipping. Standard delivery will take between 1 - 3 working days.

International Shipping:

Items will be shipped (once created) within 3 business days of payment clearing.

We provide tracking on all International purchases.

Delivery time will depend on your country, usually between 5 - 14 business days however delays can occur.

All International orders are shipped via Royal Mail or International Courier..

As a buyer you are responsible for any additional customs fees, please inquire about those for your specific country before ordering.

Please note that HD. cannot take responsibility for items lost or damaged in the post.

Return & Exchange Policy

Custom made items are non returnable.

Item must be shipped back to us within 14 days after making contact with us in its original condition (unworn and labels still attached) along with your invoice receipt.

For items purchased at our pop up shops, a receipt is required for an exchange or refund.  Without a proof of purchase, we are unable to accept a return.
 
In the case of exchanges, please note you will be responsible for the return shipping and re shipping costs.

International returns must clearly mark the parcel with 'RETURNED GOODS RELIEF' along with the customs document clearly marked as 'Returned Goods NCV' (No Commercial Value). You will also need to place the original shipping label and invoice inside the parcel.  This is to avoid custom charges, otherwise customs will believe that you are the seller rather then returning an item that you want to refund or exchange.  If your parcel is not returned this way and custom charges are raised, you will be responsible for these charges and charges will be deducted from your refund.
 
Please carefully measure your pet to ensure you get the correct size.
 
To return an item, please contact us via our contact page.

Please ensure that you return your item(s) via a signature service with a tracking number along with the correct value insurance as we are not responsible for lost parcels which are shipped back to us.

Refunds or exchanges will be processed minus the shipping cost once the item is received by us in its unworn original condition.

You will be responsible for return shipping costs.
All our collars are exclusively made to order, a return will only be permitted  if the product is faulty and returned to us in an unused condition within 28 days.