Hassle-Free Returns & Refund Policy

If you need to return an item, please contact us so we know to expect it, and know what to do when your item is received. The item must be returned in new and unused condition, in any original packaging with labels attached, and MUST be free from dog hair and any dirt.  Please return the items to the address below: 

Long Paws
Suite 10
220 The Vale
London
NW11 8SR

Please include a copy of your receipt or packing list with the return so we know whose item has been returned. We will process your exchange / return as quickly as possible but it may take us up to a week to do so.  We recommend using a signed-for delivery service so you can be sure we have received the returned item. We cannot be held responsible for any goods lost in transit.

Any returns must be notified to us within 14 days of the original purchase. 

Free Exchanges in the UK 

We know how difficult it can be to choose the correct size for your dog, so we do offer one free exchange per purchase but you will need to return the item to us at your own cost. We will then dispatch the exchanged item without any postage charge. Any exchanges after that will be charged our standard postage for your location. Free exchanges only applies in the UK. If you are outside of the UK, please contact us and we will let you know the details for the exchange. 

Refunds for Partial Return (UK)

Where an order qualified for free UK delivery and was subsequently returned in part (e.g. two items were ordered, taking the total value over the free-delivery threshold, and then one of the two items is returned). If the remaining items (not returned) reduces the order value to below the free delivery threshold, then the amount to be refunded will be reduced by the delivery cost as quoted in the website at the time of the order. 

What if there is a fault with the products?

Unfortunately, sometimes problems do appear. We will always check the item to ensure we understand if this is a fault in the product, and if so, we will happily exchange the purchase for you. If you do have a concern, please contact us.  

Returns & Refunds

Where an item is returned for a refund and is not due to any fault in the items ordered, the refund will only be up to the value of the goods ordered and returned at the time of purchasing, and will not include the value of any delivery charges. If at the time of returning the items, the items have been reduced in price, the amount to be refunded, will be a maximum of the current selling price. 

Any other questions or concerns

If you have any other questions about our returns policy, feel free to contact us.