Returns, Exchanges & Warranty Claims

Order received but it's not quite right? We've got you!

We want you and your dog to love your Twiggy Tags products! Whether you've ordered the wrong size, fancy a different colour or simply changed your mind, we've made returns and exchanges as straightforward as possible.

We offer a 30-day returns policy, meaning you have 30 days from receiving your order to request a return or exchange.

How to Return or Exchange an Item

We've made things super simple with our online returns portal!

1. Log in to your account with the email used to order.
2. Go to Your Account, select your order and click Start a return.
3. Follow the steps to request a refund, exchange or warranty claim.
   
   OR
   
   Click through to the portal here!

You may be asked for your order number (e.g. TT12345) and delivery postcode.

Please register your return through our portal before posting anything back, so we can identify your parcel and process your request efficiently.

Return Conditions

To qualify for a return under our additional 30-day policy, items must be unused, unwashed and in their original condition, with no signs of outdoor wear.

We recommend trying new products on your dog carefully and indoors, just in case they're not quite right. Unfortunately, we cannot accept change-of-mind returns under this policy if items have been worn on walks, used outdoors or show signs of wear.

Returning a harness due to sizing? Before sending it back, we'd recommend watching our Harness Fitting & Sizing Guides. Sometimes a few simple adjustments make all the difference!

These conditions do not affect your statutory consumer rights.

Exchanges

Wrong size? Different colour? No problem!

You can now arrange exchanges directly through our returns portal, without needing to place a separate order.

Simply select the item you'd like to exchange and follow the steps to choose an available alternative. Any difference in product price and applicable postage or handling charges will be shown during the process.

If you're exchanging a harness because of sizing, we may ask you to upload photos of your dog wearing it. This helps our team check the fit and recommend the most suitable size, style or shape.

We may also contact you with fitting advice before proceeding, as sometimes the original harness is already the perfect fit and just needs adjusting!

Return Postage & Handling Fees

As a small independent business, we're unable to offer free returns or exchanges in every circumstance, but we always aim to keep costs as reasonable as possible.

Depending on your location, return reason and whether you're requesting a refund or exchange, postage or handling fees may apply. These may cover return postage, processing and, where applicable, delivery of your replacement item.

Any applicable charges will be clearly displayed during the returns process before you confirm your request.

Where an item is faulty, incorrect or we've made a mistake, we'll cover applicable costs in accordance with your statutory rights.

Damages, Defects & Warranty Claims

Something gone wrong? We're here to help!

Please inspect your order when it arrives and let us know as soon as possible if anything is damaged, defective or incorrect.

If your product develops an issue, head to our returns portal and select "Warranty claim – There's an issue with this item".

You'll be asked to upload some clear photos and a brief explanation of what's happened. Our team will review your claim and get back in touch with the next steps.

Please don't send faulty items back unless we've specifically asked you to.

We take product quality seriously and appreciate the opportunity to investigate any issues. Every claim is assessed individually, and we'll work towards an appropriate resolution.

Exceptions & Non-Returnable Items

We cannot accept change-of-mind returns on personalised or custom-made items.

Products damaged through misuse, chewing, accidental damage or normal wear and tear are not automatically covered by our guarantee.

This does not affect your statutory rights where an item is faulty, not as described or otherwise fails to meet legal requirements.

Refunds

Once we've received and inspected your return, we'll process any refund due to your original payment method.

We aim to process returns within 5 working days of receiving them. Once issued, refunds typically take 1–7 working days to appear in your account, depending on your bank or payment provider.

Any applicable postage charges or deductions will be explained during the returns process. Original delivery charges will be refunded where required by law.

If there's an issue with your return, we'll contact you directly.

Free Gifts

If your order qualified for a free gift and you subsequently return items that made your order eligible for that gift, the free gift must also be returned.

If you choose to keep it, its advertised value may be deducted from your refund where this was clearly stated in the promotional terms and is permitted by law.

Third-Party Orders

Purchased through Amazon, Etsy, TikTok Shop or another marketplace?

Please arrange your return through the platform where you originally placed your order. This ensures your refund or exchange can be processed correctly.

Bought From a Stockist?

If you purchased your Twiggy Tags product from one of our independent stockists, please contact the retailer directly in the first instance.

They'll be best placed to assist with returns, exchanges or any issues with your purchase.

Lifetime Guarantee

We stand behind the quality of our products and want them to accompany your dog on every adventure.

For more information about what's covered and how to make a claim, please read our Lifetime Guarantee.

Our guarantee is offered in addition to your statutory consumer rights.

Your Statutory Rights

Our 30-day returns policy is offered in addition to your legal rights.

For most online purchases, UK consumers have the right to cancel within 14 days of receiving their goods, followed by a further 14 days to return them. Certain exclusions apply, including some personalised products.

Where this right applies, refunds include the original standard delivery charge, where applicable. Customers may be responsible for direct return postage costs where properly informed in advance.

Under the Consumer Rights Act 2015, customers also have rights to remedies where goods are faulty, not as described or not fit for purpose.

Nothing in this policy affects your statutory consumer rights.

Need a Hand?

Whether you need help choosing the correct size, finding a different harness style or arranging a return, our team is always happy to help!

Contact us at contact@twiggytags.co.uk.

For Every Adventure.