Shipping & Returns

UK Shipping

Free delivery: Royal Mail 48hr Tracked (2 working days)
Express delivery: Royal Mail. 24hr Tracked (1working day)

We aim to dispatch orders within 2 working days for all orders.

You will receive a dispatch notice as soon as your order is being prepared for packing and we will ship within 1-2 days of this email. 

All purchases have the tracked delivery method, your tracking information will be sent by email and SMS by Royal Mail Click & Drop.

Royal Mail 48hr Tracked delivery aims to deliver within 2 working days.

Royal Mail 24hr Tracked delivery aims to deliver the next working day.

Please Note. If an order is placed on a Saturday or Sunday, Royal mail will deliver on Tuesday.

In some instances, these times may be exceeded by Royal Mail. We cannot be held responsible for any delays caused by Royal Mail. These delays are out of our control. Please allow 5 working days to pass before contacting us if you have not received your parcel. 

 

Europe

Standard Delivery: Royal Mail.

Tracked Delivery: Royal Mail. 

The delivery time by Royal Mail is 3-5 Business days from dispatch. In some instances, this may take up to 10 working days. Please allow 15 working days from your dispatch notice email for your parcel to arrive before contacting us. We cannot be held responsible for any delays caused via the carrier and/or customs.

We are not liable for local VAT. Your local customs authority may notify you once your order reaches your country and VAT may be applied and paid by you before you receive your goods. Any customs delay or charges that may occur is beyond our control.

International Shipping.

Tracked Delivery: Royal Mail.

The delivery time by Royal Mail Tracked is 6-7 Business days from dispatch. Please allow 20 working days from your dispatch notice email for your parcel to arrive before contacting us. We cannot be held responsible for any delays caused via the carrier and/or customs.


We are not liable for local customs and sales tax. Your local customs authority may notify you once your order reaches your country and customs and sales tax may be applied and paid by you before you receive your goods. Any customs delay or charges that may occur is beyond our control.

Order Cancellation

If you wish to cancel your order, please contact us within 2 hours of placing your order via email at sales@tilneytrotters.co.uk and we can confirm if your cancellation has been successful within 2 working days to enable a refund to take place. We are unable to cancel your order if you email us after 2 hours have passed since placing your order. 

Returns & Exchange Policy

At TilneyTrotters, we strive to provide high-quality dog harnesses that meet the needs of our customers and their beloved pets. However, we understand that circumstances may arise where a return is necessary. Please review our Dog Harnesses Returns Policy below:

  1. Return Window:
  • You may return a dog harness within 30 days of the date of purchase.
  1. Eligibility for Return:
  • To be eligible for a return, the dog harness must be unused, in its original packaging, and in the same condition as when you received it.
  • Merchandise must be in the condition sold with original packaging and any tags intact. Goods must be unused, in perfect condition and remain in a re-saleable condition so we recommend a careful indoor try on (clean pups only please!) if you need to try on an item. We regret that we cannot accept returns or exchanges for goods that are not in perfect condition.
  1. Reasons for Return:
  • Returns are accepted for the following reasons:
    • Defective or damaged product
    • Wrong size ordered
    • Incorrect item received
    • Change of mind (unused and in original packaging)
  1. How to Initiate a Return:
  • To initiate a return, please contact our customer support team at sales@tilneytrotters.co.uk with your order number and details of the issue. We will be happy to guide you through the return process.
  1. Return Shipping:
  • The customer is responsible for return shipping costs.
  • TilneyTrotters do not supply return labels or address stickers.
  • Please make sure that your return is well packed and includes your order information inside of the parcel including your Name + Order Number and/or email address used to place the order so that we can identify your return quickly and speed up the returns process for you. We cannot accept liability for goods lost or damaged in transit therefore we would recommend that you obtain a free 'Certificate of Posting' from the Post Office.
  • Returns Address: TilneyTrotters,12 Springvale Rise, Stafford, ST16 1TE. 
  1. Refund & Exchanges.
  • Upon receiving and inspecting the returned item, we will process a refund. Refunds will be issued to the original payment method.
  • Please allow 7 days for us to process your return and arrange your refund. If you have not heard from us after 7 days have passed, please contact us via email at sales@tilneytrotters.co.uk.

  • We do not do exchanges.

  • Once a refund has been issued the customer is required to re-purchase the correct item and size required.

  •  

    Restocking Fee:

  • We do not charge restocking fees for eligible returns.
  1. Timeframe for Refund Processing:
  • Refunds will be processed within 2 business days after receiving the returned item. Please note that it may take additional time for the refund to reflect in your account.
  1. Exceptions:
  • Personalized or customized harnesses are non-returnable unless they are defective or damaged.
  1. Customer Support:
  • If you have any questions or concerns regarding the returns process, please contact our customer support team at sales@tilneytrotters.co.uk

By making a purchase with TilneyTrotters, you agree to abide by the terms outlined in this Returns Policy. We appreciate your understanding and cooperation.

Contact

sales@tilneytrotters.co.uk

TilneyTrotters,12 Springvale Rise, Stafford, United Kingdom, ST16 1TE 

01/12/2023