How much is delivery?
Delivery is free within the UK - no minimum spend required. We want to show how much we appreciate your custom and drop the cost a little without the added surprise at the payment stage.
How quickly will I receive my order?
It is our aim to ensure that all of our products are in stock at all times. However, due to unforeseen demand and our large product range this cannot always be guaranteed, but we will let you know if a product is out of stock.
- All orders (unless specified otherwise on the website) are dispatched promptly and many orders will reach you within just a few days.
- If you require an item very urgently then please call to see if we can arrange this.
- If you have ordered more than one item that is out of stock and the rest of your order is in stock then we shall dispatch this to you in the meantime.
I am not sure what size to buy?
Call us or email us. We are able to give suggestions or answer any questions. If you purchase a size which is too large or too small, please return it to us in the condition in which you received the product with the original packaging and tags attached and we can exchange the size for a more suitable one.
How to measure my dog?
Please note that sizes may sometimes sound a little confusing because we have items for even the smallest of dogs. Dogs come in many different shapes and sizes so please measure your pet carefully. Please see the below for most sizes and measuring. LouisDog sizes are slightly smaller than Puppia and PetLondon - as noted with the size chart on every LouisDog product page.
What does the "pre-order" selection on a product mean?
Due to such high demand on a lot of sought after products, we have provided customers with a "pre-order" option. The "pre-order" choice allows you to "place" an order for an item that is currently out of stock. At this point we will email you to confirm that you are purchasing an item or items which we do not currently have at hand and once this is understood, we will charge you. As soon as we receive the stock, we will dispatch your item the same day. We usually receive the stock within 7-10 working days but, if we are unable to fulfil your order within 28 days, we will cancel your order (and refund you) and send you a notification email when the product is back in stock.
Do you deliver abroad?
Yes, we now offer international delivery, but please be aware that this incurs an additional cost, you will be notified of the amount at checkout. We also do not accept any responsibility for any import costs.
Royal Mail Recorded UK Delivery
Royal Mail recorded delivery requires a signature upon delivery. This option has the added benefit of proof of delivery. Royal Mail aims for the item to reach its recipient within 1-2 days after the order is placed (we aim to dispatch all orders within 24 hours of receipt during our working week). Snug as a Pug cannot be liable for any late deliveries by Royal Mail.
Guaranteed delivery timing are working days. Orders received over the weekend or on bank holidays will be picked up on the next available working day and your guaranteed delivery timing will activate after you have received your shipping confirmation email.
Order cut-off for all delivery services is 2pm (UK time). Orders placed after 2pm will be treated, for the purposes of delivery, as having been placed the next working day.
We aim to dispatch all orders within 24 hours of receipt during our working week. Our working week is defined as Monday – Friday 9am-5pm (excluding bank and public holidays).
Please note: Occasionally delays may occur and this may affect the dispatch of parcels within this timeframe.
Is VAT included in my purchase?
Yes, VAT is included. You will see this on your order receipt, but for any international orders, VAT will be adjusted.
How do I cancel an order?
You may cancel an order at any time before it has been dispatched. In order to cancel an order, it must be done in writing or by email stating your order number, the items being cancelled and the reason for cancelling.