Cancellations Returns - Refunds
Cancelling your order
You are able to cancel your order via our email: Thedogandbonecompany@gmail.com This must be done within 48 hours of the order being placed due to our products being custom made to order. After this time orders cannot be cancelled.
Orders cancelled by Dog & Bone
The Dog and Bone Company reserve the right to cancel orders if the customer proceeds to order products that are stated as out of stock or not available within the product description. The order will be cancelled and you will be fully refunded.
Please note this can take up to 3 days after your order is originally placed.
You will receive an email from The Dog and Bone Company stating why your order has been cancelled and where possible alternative options will be given.
We strongly advise you read the product descriptions fully on our Pick’n’Mix Martingale and Luxe Collections so that you are aware, before ordering, of what is available.
Returns & Exchanges
Due to all of our products being custom made to order, we will only refund when a product has been received and is found to be faulty or not as ordered. For example: silver hardware received instead of rose gold.
Should your order arrive with a fault or not as ordered, please contact us within 72 hours providing photographs of the fault, please also include the order number and description of the fault or problem.
Please then allow us up to 3 days to review your email and reply.
In cases where there is deemed to be a fault, a full refund ( including postage ) will be issued after the product has been returned to us.
We recommend using recorded delivery when returning an item back to us. The Dog and Bone Company does not accept liability for goods that are lost or damaged in transit.
- If you are a customer in the European Economic Area, you have a legal right to change your mind within 14 days and receive a refund for most products that you purchase from us online. If you would like to cancel an order because you have changed your mind, you must tell us no later than 14 days after the date you receive your items and you must return your items back to us within 14 days of notifying us that you would like to cancel your order. This does not apply to handcrafted, custom made items.
For more information please click here
Should you receive your order and realise you have made a sizing mistake please contact us via email within 72 hours of receiving your order.
Please then allow us up to 3 days to reply to your email.
The Dog and Bone Company will accept the return of the item in exchange for a store credit for the order amount, excluding shipping.
Items must be returned unused, unworn and in the condition that they were received for an exchange/store credit to be given. Any item returned and deemed not fit for resale/ re-use or with signs of wear will not be issued with a store credit or exchange. All return costs are payable by the customer not The Dog and Bone Company.
Please note: Postage will be added to all exchanges and credit note orders.
Please ensure that when returning items they are returned in the original packaging and are securely sealed to avoid damage.
We recommended that all returns are sent recorded with proof of postage obtained.
To help speed up the returns process include your name, email address and order number inside the parcel.
Sale items are none refundable and cannot be exchanged. If a sale item is faulty then please contact us.
For more information or enquires please contact us at:
The Dog and Bone Company will not refund or exchange orders due to colour combinations not being to the customers liking once received. All photos are shown with colours unedited. We cannot guarantee a 100% true likeness due to different screen resolutions and settings on the device you use to view our website on.