Shipping Methods and Costs

All of our UK order are sent out using Royal Mail tracked 48. International orders are sent using the Royal Mail International Tracked or International Signed depending on the country.

Shipping costs are calculated based on the destination, size, and weight of the package.

For international orders, the customer is responsible for paying any additional costs such as duties, taxes, and customs clearance fees. These charges vary by country and are often based on the price and type of item, package weight and dimensions, and the taxes, duties, and fees of the destination country.

Delivery Times

UK Deliveries: Typically takes 2-3 working days after dispatch using Tracked 48 hour service.

International Deliveries: Delivery times vary by destination. Standard international shipping generally takes 10-14 working days. Delays may occur during busy periods or due to customs procedures, so we recommend allowing up to 1 month.

Tracking Orders

Once your order is dispatched, you will receive a confirmation email with tracking information. Please allow a few days for the tracking information to update if you received your tracking information over the weekend. If you haven’t seen any movement in 5 working days, please contact us at help@taylorandfloof.com.

Lost or Delayed Orders

We are not responsible for delays or stolen orders. Please contact us as soon as your notice something wrong with your tracking information or get in touch with Royal Mail directly. If your order has been shipped back to us due to an incomplete address, we will be able to re-send this out to you but the postage will need to be re-paid and a reliable address used. 

Please keep an eye on your order tracking as if you have had an attempted delivery and do not collect within the local courier's time frame, the order will be shipped back to us. This will result in further charges for your order to be shipped back out to you or the items from your order being refunded and cancelled.

Please be aware that in some countries, custom charges may be added to your order upon delivery. As the customer, you are responsible for paying these charges. Failure to do so may result in the item being returned to us. If this occurs Taylor and Floof will not refund the original postage charges.

returns

Custom Made or Made-to-Order Products: These items cannot be returned or exchanged unless they are defective or damaged upon receipt.

Non-Custom Products: We offer a 14-day return policy for these items, which means you have 14 days after receiving your order to initiate a return. Items must be in their original condition: unwashed, unused, free of hair, marks, and odours.

Return Process

• To initiate a return, contact us at help@taylorandfloof.com with your order number and reason for the return. We will provide instructions on how to proceed.

• Customers are responsible for the cost of return shipping. We recommend using a recorded/tracked postage service to ensure the item arrives safely. Taylor and Floof cannot be held responsible for returns that are lost in transit.

Condition of Returned Items

• Returned items must be in their original packaging and condition. Any items returned in a condition deemed unsuitable will be returned to the customer and no refund will be issued.

Refund Eligibility

• Refunds are applicable only for items that meet our return eligibility criteria. Custom-made items are non-refundable unless they are defective.

• Sale items and seconds are non-refundable and cannot be returned or exchanged.

Processing Refunds

• Once we receive your return, we will inspect the item and notify you of the status of your refund. If your return is approved, we will process the refund to your original method of payment. Please allow up to 10 business days for the refund to appear on your statement, depending on your payment provider.

Non-Refundable Conditions

• We do not refund items that are damaged due to general wear and tear, misuse, or neglect. This includes damage caused by chewing, biting, or other destructive behaviour by your dog.

damaged or faulty goods

If you receive a defective or damaged item, please contact us at help@taylorandfloof.com with details and photos of the defect. We will arrange for a replacement or a refund upon verification of the fault.

contact us

If you have any questions or concerns regarding this Shipping, Return, and Refund Policy, please contact us at: Taylor and Floof Email: help@taylorandfloof.com

By purchasing from Taylor and Floof, you agree to the terms of this Shipping, Return, and Refund Policy. We reserve the right to update or modify this policy at any time without prior notice.