FREQUENTLY ASKED QUESTIONS

ORDERS

If your order does not arrive with you within 14 days of dispatch (UK) or 28 days (International) please get in touch with us at contact@twiggytags.co.uk with your order number so we can investigate.

Please note that we have access to the same tracking details as we supply to you and do not have any extra information

Your confirmation email should arrive with you straight after you order from info@twiggytags.co.uk. If you have not received this within 3 hours of ordering, please ensure you have thoroughly checked your junk/spam folder and if not there, get in touch with us contact@twiggytags.co.uk so we can investigate

In the first instance, please take a look at our sizing and fitting blog post here to see if you can adjust the item to fit on your own

If you are still having trouble, please reach out to us via Instagram, Facebook (@twiggytags) or to contact@twiggytags.co.uk with your order number, your dog's measurements, photos showing how the item isn't fitting and any information about your dog that may help us (breed/mix and weight) so we can check the fit/adjustment ourselves, and arrange a return if we need to!

Unfortunately, we are not able to amend this once the order has been placed. Please take care when ordering!

Unfortunately discounts can not be combined so this isn’t possible

Unfortunately Limited Edition means that we will not be restocking the item. If you are desperate, it is worth having a look here if any of our stockists have the item

Check out our Instagram page @twiggytags to see if you can find any discount codes for our brand ambassadors. We also pop a discount code into each order that we send out for any future orders. Alternatively, if you sign up for an account on Twiggy Tags website and sign up to subscribe to our emails, you’ll have exclusive vouchers sent to your email address and you’ll be able to earn loyalty points called “treats” to spend too! 

We also offer bundle deals with 15% off if you buy a matching harness, collar and lead and you can purchase as many bundles as you want per order!

When you sign up as a TT customer, you’ll see an orange box in the corner of your screen for ‘Twiggy Tags Treats’ - these are loyalty points you gain from ordering with us. For every £1 you spend with us, you receive 5 treats! Once you have collected 100 treats, you can exchange them for £1 to spend online at Twiggy Tags!

You can use card payments, PayPal, Klarna or Apple Pay to shop online! At shows and events we accept cards or cash

PRODUCTS

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 varieties of harness. Please measure for each item

Yes! All our products that are ever worn by dogs are tensile strength-tested for safety. Please see each individual product listing for the strength-rating of each item

Please see our blog post here for all the ways to use written out, in video format, and training tips!

We no longer sell any Biothane items or hand-stamped dog tags. All our Adventure collection are weather-proof and easy to clean and new TT Tags will be arriving hopefully in 2024 some time - all announcements will be done on socials first!

Limited Edition means that all we will ever have available of an item is what we have in stock at the moment. Once this item sells out, it will never be restocked. This means it won’t always have matching accessories and often only some sizes will be available

YES! Please watch this space! Arriving early-mid 2024! For now, the ‘Onyx’ pattern goes perfectly with every colour and pattern of harness!

Standard unlock-able “trigger clips” can catch and twist against a harness or collar D-ring and come off completely even when not faulty or damaged. All of our leads have a locking clip to prevent this from happening, with safety at the forefront of the design!

Please see our care instructions here

Our business reviews are able to be viewed on our Google homepage, and our individual product reviews can be accessed by visiting the product page and scrolling to the bottom. You can earn bonus TT Treats by leaving us reviews on the website, and we choose a winner from our Google reviews each month to receive a £20 voucher to spend with us!

Please see our list of approved stockists here, and we recommend giving them a call before popping in to check they have the size and pattern you’d like. Alternatively, we attend many shows and events throughout the year - please keep an eye on our Journal for updates on where you can find us!

RETURNS

Please see our returns policy here

Unless an item is faulty or we have made an error, the cost and responsibility of a return is down to the customer. We recommend using a tracked service, and we are not responsible for any items lost or damaged in transit

Please request a return via TikTok Shop, we will then be able to process the return through the means provided

Yes you can, your refund will go back onto your Twiggy Tags gift card

You will receive your refund notification within 7 days of the item arriving back with us, as long as it meets our return T&Cs. You will receive an email notification once we have processed our end, and the payment will be made back to your original payment method between 1-7 days from receipt of the email

Please take into consideration any discount codes and/or free shipping upgrades on your original order. If you are still unsure, please email returns@twiggytags.co.uk

Please contact the retailer you bought the item from in the first instance

DELIVERY

UK delivery takes between 1-5 working days and we use Evri and UPS, depending on the size and weight of the order. International orders use UPS You will receive tracking for your order with your order confirmation. Please note these timeframes increase significantly between the end of November-Mid-January so if you need something for a specific date, please order well in advance

Delivery costs between £3-£4 dependant on the weight of the parcel

Our official turnaround timeframe is 1-5 working days. Parcels are very often dispatched same or next day, and we always aim for this whenever possible but we cannot guarantee it. Please note working days do not include weekends

At this time we do not have a public storefront and click and collect is not an option

The buyer is responsible for covering any customs fees, duties, taxes and any other additional costs. These charges vary widely depending on the country they are going to, the size and the weight of the parcel, the items inside etc so this is not something we are able to quote for

GETTING IN TOUCH

Thank you for reaching out to us on our socials - we are typically able to reply within the same day, but social media is not treated with the same urgency as emails and can sometimes get lost within the systems. If you have an important or urgent query, please email us on contact@twiggytags.co.uk

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 4 there are occasions (Crufts etc) where we will all be working away and may take a little longer. If this is the case we will have public notices across the website. If you don’t hear from us in 48 hours please email again just incase it has gotten lost!