Estimated dispatched time for non custom orders is 2-3 working days.

Estimated dispatched time for custom orders will usually take 2 weeks and 2-4 weeks during busier periods.

If you need an item for a particular day, please get in contact at help@taylorandfloof.com and we will do our best to accommodate your request.

If your order doesn’t arrive within 14 working days (UK) and 28 working days (International) after dispatch, please contact help@taylorandfloof.com with your order number. A member of our team will investigate this.

If you have not received an automatic confirmation, please check your spam folder or any other email address you may have. If you still can’t locate your confirmation, please email help@taylorandfloof.com with your full name and a member of our team will look into it for you.

Mistakes can happen, please email us with your order number, full name and a picture of the incorrect item to help@taylorandfloof.com

Please note that items which are damaged due to normal wear and tear; by accident; or through misuse will not be considered faulty. Taylor and Floof have the right to refuse a refund on these grounds. If your item is faulty, please contact our Customer Service team within 30 days of receiving your order along with your name, order number, and images of the fault.

Unfortunately, this cannot be amended once your order is placed.

Unfortunately we are unable to change orders once purchased. We can cancel orders and you are welcome to reorder the correct item. To cancel the order please contact help@taylorandfloof.com with your name, order number and reason for canceling.

Please notify us as soon as you notice anything wrong with your order. If your order hasn’t been packed we can update the address, please contact help@taylorandfloof.com.

If the order has been packed or dispatched we are unable to amend this.

Any custom made or made to order products cannot be returned or exchanged.

All other orders we have a 14 Day return policy, which means that you have 14 days after receiving your order to send your return. You can return your order for a refund as long as the items you purchased are full price and not sale/seconds. The item/s must also be unwashed, be unused/not worn/hair free or other marks, and not smelling of washing powder/smoke/perfume. We do not offer free return labels, it is the responsibility of the customer to pay the return cost.

Returns are at the cost and responsibility of the customer. We highly recommend using a recorded/tracked postage service to ensure that your return arrives with us safely. Taylor and Floof cannot be held responsible for returns that are lost in transit.

The buyer is responsible for paying the additional costs such as duties, taxes and custom clearance fees. These charges can vary widely and are often based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties and fees of the destination country.

Our DM’s aren’t monitored but we do try to get back to everyone when we can but messages go missing all the time on instagram. For anything urgent please contact help@taylorandfloof.com

In the unlikely event that your order arrives damaged, please email us at help@taylorandfloof.com and we can discuss with you the potential of replacing your order. If we feel that an order has been damaged due to neglect, we regret to inform you that we will not issue a refund or replacement. We require you to alert us of any damage to your item as soon as it is received. If it is not brought to our attention within 7 days of arrival, we reserve the right to refuse a replacement.

Please send us an email with your chosen image to sales@taylorandfloof.com with your name and order number. Please check out the photo guide to help you choose the best picture of your pet.