FREQUENTLY ASKED QUESTIONS

You Asked, We Answered

 

WHEN WILL I RECEIVE MY ORDER?

All items are individually handmade and unique to you (unless the item is a ready-to-ship accessory). Therefore, some orders may take up to 10 working days to process, before shipping, during peak periods. We will aim to send your order out as soon as possible and usually within a week, but if there is a high volume of orders, there may be slight delays.

We are still shipping to the UK and internationally. However, due to Covid-19 circumstances, please allow longer for your order to arrive due to delays in the postal services. We hope everyone is staying safe and well during these unprecedented times and we thank you for your continued support for small businesses.

WHAT IS YOUR RETURN POLICY?

Returns can be made within 14 days of purchase. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging if applicable. Unfortunately custom or personalised items cannot be returned. To return an item please email us at kookoopooch@gmail.com If your item is faulty, please email us to let us know. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable, unless the item is deemed faulty.

WHAT SHIPPING DO YOU USE?

Standard UK shipping is second class post via Royal Mail which can usually take between 2-3 working days. Standard International shipping is used for the rest of the world and can take between 5-20 working days depending on which country you have ordered to. You can upgrade your delivery at check out. International Tracked Shipping services is used for all international orders over £20.

DO YOU OFFER DISCOUNT CODES?

Find our Brand Ambassadors on Instagram for a discount code off your order. Please note only one discount code can be used per order. Enter the valid promotional code/coupon at checkout to receive your discount. Please note that discounts are not included on the shipping costs, only the items.

DO YOU PROVIDE CUSTOM ORDERS?

Yes, we love to do custom/special orders, so please get in touch via email to kookoopooch@gmail.com with your enquiry for handmade dog accessories.

CAN I CHANGE THE DELIVERY ADDRESS?

Yes, you can amend the delivery address at check out by selecting the link to the country to change it. If you are sending items as a gift, please state your gift message in the 'add notes' section at check out.

Please see the relevant product size guide on each item. For bandanas, neckerchiefs and snoods, you should allow enough room for your pet's comfort, so that it is not too tight around the neck. If you still require assistance, please contact us by email to kookoopooch@gmail.com. In addition, you can also provide your pet's neck size on the 'add notes' section at check out.

CARING FOR YOUR ITEMS

Most items can be washed on a cool wash, gentle cycle or hand washed. Dry flat and iron as appropriate (depending on the materials). Do not iron on any vinyl accessories. Strong colours should always be washed separately. Bow ties, fabric collars and leads should be spot cleaned only.

WHAT SIZE SHOULD I ORDER?

CUSTOMS CHARGES & IMPORT TAXES

Buyers are responsible for any customs and import taxes that may apply. We are not responsible for any customs or tax charges for orders outside of the UK. International customs tax/charges are beyond our control and you may be required to pay this depending on your location.