Refund policy

Returns and Exchange Policy

At Louie and Snoopy we want you to be delighted with every order you receive from us, though we understand that occasionally you may wish to return items.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need your order number and proof of purchase.  Please see below for items that may not be returned.

Please check sizes using our size calculators as we are unable to offer exchanges if any item does not fit your dog.  If you order an incorrect size, the item will need to be returned, refunded and a replacement ordered on a new separate order.   Postage will not be refunded for the original order and will need to be paid for the new order as per our terms and conditions.

To start a return, you can contact us at info@louieandsnoopy.co.uk  Please state; your order number, the date of order, the item/items you wish to return, and the reason you wish to return the item.   If your return is accepted, we’ll send you a return shipping label and a return note to be enclosed in the parcel, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at info@louieandsnoopy.co.uk  

Damages and issues
Please inspect your order upon receipt and contact us immediately by email if anything in your order is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.  It is a good idea to take photographs of any damage, particularly if it has been caused by the courier.  If possible please tell the courier at the time of delivery if you have any concerns with the condition of your parcel. This will help us to quickly resolve any issues.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods such as food, and treats, custom products (such as special orders or personalized items), and due to hygiene reasons we are unable to accept returns of opened grooming products.
Please get in touch if you have questions or concerns about your specific item.Unfortunately, we cannot accept returns on sale or discounted items, or gift cards.

Exchanges
We are unable to facilitate exchanges.  The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.  Please note that we can not refund postage costs unless the item is faulty, or we have delivered it to you in error.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. The original postage costs will not be refunded to you unless the reason for return was because of a fault on our part.  Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@louieandsnoopy.co.uk 

 

None of the above terms and conditions affect your statutory consumer rights.