Frequently Asked Questions
Find answers to our most common questions, from delivery to returns and product informtation. If you need anything else, you can contact us via email - info@adorablepoochco.com or Live Chat
My Order
Where is my Order
If your order doesn’t arrive within 7 working days (UK) and 14 working days (International) after dispatch, please contact info@adorablepoochco.com with your name and order number. Our Customer Service team will investigate this for you.
Where is my order confirmation
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 info@adorablepoochco.com with your full name and our Customer Service team will be able to help you.
I'd like to cancel / change my order
If you're order hasn't been dispatched yet, we can update your order. However, if it has been dispatched then we suggest placing an additional order with the correct item and arranging a return for the initial item.
There's an item missing from my order, what can I do
Please email info@adorablepoochco.com with your name and order number.
What do I do if I've received the wrong item
Please email info@adorablepoochco.com with a photograph of the item/s you have received along with your order number.
What do I do if my item is faulty
Goods are faulty if they are not of satisfactory quality, fit for purpose or not as described. Please note that items which are damaged due to normal wear and tear; by accident; or through misuse will not be considered faulty. The Adorable Pooch Company has the right to refuse a refund on these grounds. If your item is faulty, please contact our Customer Service team via email info@adorablepoochco.com within 30 days of receiving your order along with your name, order number and images of the fault.
I forgot to add a discount code to my order, what can I do
Unfortunately, this cannot be amended once your order is placed.
Delivery
How long does delivery take
UK delivery takes between 24-48 hours on working day. We use Royal Mail for UK and most international orders. Sometimes there are unexpected delays within the postal network. We have access to the same tracking links that you receive via email with your dispatch notification. Please note these timeframes can increase significantly between the end of November to January for Christmas, so if you need something for a specific date, we recommend ordering well in advance.
How much is delivery
Delivery within the UK is £3.90 for Tracked 48, and £4.95 for Tracked 24 services. If you spend over £25, UK delivery is free. If you are ordering internationally, the cost will vary based on country, so please head to checkout and type in your address to find out the postage fee.
How long until my order is dispatched after ordering
If you order before 2pm, we will aim to dispatch your parcel the same day, occasionally the next working day. Please allow additional time when ordering embroidery items as these are made to order. Please contact us before ordering if your parcel needs to be dispatched by a certain time. Any orders placed after 2pm will be dispatched the next working day. Please note working days do not include weekends. Please note very occasionally these timeframes may change, if you need your order by a certain day please contact us before placing your order.
I ordered priority delivery and my order hasn't arrived yet
If you order was placed before 2pm your order should arrive the next working day. If the order was placed after this time, please allow 2 working days for your order to arrive. If you still haven't received your order after this time, please email us info@adorablepoochco.com with name and order number. We cannot be held responsible for any delays caused by Royal Mail. Please also take note of any planned postal strikes, which will affect our dispatch time.
Can I track my order
After ordering, you will receive a Royal Mail tracking number via email which you can follow once the order has been dispatched. We cannot be held responsible for any delays caused by Royal Mail. Please also take note of any planned postal strikes, which will affect our dispatching.
Returns
Can I return my order
You can return your order for free (UK only) within 30 days for an exchange or refund. The item/s must be unwashed, have any labels attached, be unused/not worn/hair free and not smelling of washing powder/smoke/perfume.
Do you offer free returns
Yes. Please use the free returns and exchanges link provided here
Can I return a sale / seconds item
Yes. However, please make sure you measure your dog and compare to our size guide before ordering as we cannot guarantee your desired size will be in stock to complete the exchange.
Can I return items bought using a gift card
Yes, you can return items bought with a gift card, however you will be refunded back onto your original The Adorable Pooch Company gift card.
Can I exchange an item
Yes. Please use the free exchanges and returns link provided here
I have returned my item, when will I get my refund
We aim to process returned items within 24 hours of receiving them, however the refund may take longer to appear in your bank balance due to indivual banks processing times. Please contact us via email if you have not received your refund in 3 working days of your return being processed.
I've received a refund, and it's not the amount I expected, what should I do
You can get in touch at info@adorablepoochco.com with your order number and name. Please refer back to your order confirmation and take into consideration the discount codes that may have been used before contacting us.
Can I get a partial refund if the item has gone into the sale since I ordered
We sometimes change our prices due to promotions and sales. This does unfortunately mean that if the price of an item has changed since you ordered, we are unable to refund the price difference.
Get in Touch
I have a query, what is the best way to contact The Adorable Pooch Company
The best way to contact us is always via email at info@adorablepoochco.com Please refrain from contacting via social media platforms such as Instagram, as these messages are not always monitored.
I messaged you on social media, how long until I get a reply
Thank you for reaching out to us on our socials. We are typically able to reply the same day but social media messages are not monitored as often as emails and live chat. If your query is important, please contact info@adorablepoochco.com
I've sent a live chat message, when will I get a response
Monday-Friday between 9-5pm we aim to reply within 24 hours of receiving your email. This may occasionally not be possible, as a very small team of 5 there are occasions where we will all be working away and replies may take a little longer. If you don't hear from us in 2 working days (Monday-Friday) please email at info@adorablepoochco.com
I've sent an email, how long will it take for a reply
Monday-Friday between 9-5pm we aim to reply within 24 hours of receiving your email. This may occasionally not be possible, as a very small team of 5 there are occasions where we will all be working away and replies may take a little longer. If you don't hear from us in 2 working days (Monday-Friday) please email again at info@adorablepoochco.com
Product Queries
Will a certain product be restocked
Some of our collections are limited edition/seasonal and will not restocked. If we plan to restock a product, we will generally add this information to our social media platforms with an estimated restock date.
Sale items will not be restocked.
I had an item in my basket and it has gone when I went to check out. Why is this
During busy periods such as Black Friday and launches, items do sell out quickly due to demand. Unfortunately, nothing is secure in your basket until you check out.
How do I know which size to buy
To ensure the most perfect and comfortable fit for your dog, we would recommend measuring your dog and referring to the size guides of the product required. Specific size guides can be found on each product listing or here. You can also use our size calculator on the product listing - click 'size chart'.
I purchased an Adorable Pooch Company item from a different retailer, but it is faulty, What do I do.
Please contact the retailer that you purchased from directly and they will be able to assist you.
Why is my dog a different size in other brands
Please note our sizing is unique due to being able to offer inclusivity and fit more of a variety of breeds than other brands on the market, we are also inclusive to unusual shapes and deep-chests. We always recommend measuring and using our size calculator before ordering for the first time. Please note the size your dog wears will not always be the same across harness and collar, and different variations of harness. Please measure for each item.
How do I clean my items.
Please refer to our Product Care Guide
Can I try on your harnesses anywhere
We have a small shop where you are welcome to bring your dog to try on our products. Our location is: Unit A3, Southgate, Commerce Park, Frome. BA11 2RY. Alternatively, we have a handful of stockists in the UK and would recommend sending us an email to help you find your closest store.
What are the details of your strength-testing
Our products are independently tested in UKAS accredited UK Labs.
What does it mean to have a patent approved feature
The following applies to our Secure AirPouch™ for AirTag feature on all Hike & Go Dog Harnesses. A patent is a government-granted right that gives the inventor exclusive ownership of an idea or innovation for a set period of time. If a feature is patented, it means:It’s considered new and original. The company has the legal right to stop others from copying it. Competitors can’t use that exact feature without permission.
Contact Us
If you have questions different from those above, please contact us on info@adorablepoochco.com