Shipping policy
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Shipping Policy
All orders are shipped via a tracked parcel service usually sign for. Delivery times may vary based on the destination.
- For international orders: The Spoilt Collar Co is not responsible for any postage costs, duties, taxes, or fees collected by the destination country.
Lost or Stolen Packages:
- The Spoilt Collar Co offers optional Shipping Protection on all purchases. We are not liable for shipments lost by the courier or stolen in transit or at the destination if Shipping Protection is not selected during checkout.
Shipping Protection
By selecting Shipping Protection at checkout and paying a small percentage of your order subtotal, your purchase is protected from damage, loss, or theft. If your order is damaged during transit, presumed lost, or marked as delivered but not received, you may file a claim with us for a replacement order or store credit.
Key Details:
- Claims must be filed between 3 and 15 days after the package is marked as delivered.
- Shipping Protection does not cover instances of incomplete or incorrect shipping information provided by the customer.
- Replacement packages are eligible for protection once.
To file a claim, please email us at spoiltcollarco@outlook.com with your Order ID, contact information, and a description of the issue. We will aim to respond within 2-3 business days.
Refund and Exchange Policy
Custom Items & Final Sale Items:
- Custom-made items, such as bespoke collars, and items marked as Final Sale are not eligible for returns, exchanges, or refunds.
- We craft custom items based on the exact specifications provided in your order. We are not responsible for measurement or colour errors made by the customer. If you are unsure about sizing, please contact us before placing your order for assistance.
Returns for Other Items:
- Items must be unused, in new condition, and in the original packaging to qualify for a return.
- Return requests must be submitted within 14 days of the order’s ship date.
Return Process:
- Once your return is received and inspected, we will notify you by email regarding approval or rejection of your return.
- Approved returns will receive store credit for the item value, minus shipping charges and a 5% restocking fee. Credit will be issued as a non-expiring gift card in GBP.
Sale Items: All sale items are Final Sale and cannot be returned or exchanged.
Exchanges:
- Exchanges are only allowed for manufacturer defects.
- If the same item is unavailable, store credit will be issued.
- To request an exchange, email us at spoiltcollarco@outlook.com within 14 days.
Shipping for Returns:
- Customers are responsible for return shipping costs, which are non-refundable.
- For items valued over £100, we recommend using a trackable shipping service with insurance. The Spoilt Collar Co is not responsible for lost or damaged returns.