Q: I live in the UK, is shipping free of charge?

 A: Yes. Long Paws offers free delivery on orders over £25. 

Q: How long does the delivery of my order take?

 A: Delivery times differ. Orders to a UK address typically take 3 working days.

Q: How long is the handling time before my order gets shipped off? 

A: Handling time is minimal on our part, which ensures rapid delivery to our customers. Orders are usually dispatched within 1 day, depending on when the order was received. 

Q: Are shipments insured?

A: Yes. We insure our shipments to every location to avoid disappointment and cover our customers’ purchases.

Q: Can I track and trace my delivery on my order?

A: Not all orders are sent tracked, but contact us if there's a problem.

Returns, refunds & exchanges

Q: Do you offer refunds? 

A: 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.

Q: What if there is a fault with the products?  

A: 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 and we will let you know where to return the item.

Q: Do you offer free exchanges?  

A: We know how difficult it can be to choose the correct size for your dog, so we do offer one free exchange per purchase, although we do not cover return postage. Any exchanges after that will be charged our standard postage for your location. The free exchanges only applies within the UK. If you are outside of the UK, please contact us and we will let you know the details for the exchange.

Q: I'd like to return my purchase, what do I do?

A: We would like you to always be happy with your purchase and aim to make your shopping experience as simple and hassle free as possible.  If however, you find that for whatever reason your purchase is not suitable, we would be happy to offer an exchange, or refund the cost of the item. 

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.  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.

Haven't answered your question? Please contact us and we'll respond to you shortly!