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SHIPPING & RETURNS
Shipping Policy
For the online order of customised dog wear, we provide 48 hours Royal Mail shipping method with tracking number, which normally take 2 working days. During the Bank Holidays and Christmas season, the shipping may take longer to deliver.
We also provide Pick Up option for customers to pick up the order in store. For the Pick Up, please bring the Pick Up notification email with your order number.
For any question about the shipping and delivery, feel free to contact us:
Email: pawsitivethreadsuk@gmail.com
Tel: 07925705850 (Mon-Fri: 10:00-18:00; Sat-Sun: 12:00-16:00)
Store Opening Time:
Mon-Sat: 10:00-18:00
Sunday:12:00-18:00
Store Location:Bugle Close, Salford M7
Return, Exchange and Cancellation Policy
As a dog wear brand who focuses on bespoke service and recycling, each order of the dog wear is unique and only designed based on your dog's measurements. Thus, unfortunately, we are unable to provide any return or exchange service, once the order has been placed. But we do offer a one-off modification service that is free of charge after your purchase has been completed. You can bring the product to the store for the one-off modification.
For online orders, we offer a service allowing cancellations or modifications within one day of placing the order, which you must email us to pawsitivethreadsuk@gmail.com with your order information and request. We will response you in 2 working days, expecting the Bank Holidays.
For the appointment of workshop, refund of the deposit will only be available if customers inform us about their cancellation 48 hours in advance to their selected workshop.
FAQs
CAN I RETURN OR EXCHANGE A PRODUCT?
Unfortunately, we are unable to process any returns or exchanges as each and every one of our products are tailor made to one specific client. However, we do offer a one-off modification service that is free of charge after your purchase has been completed.
HOW LONG DOES IT TAKE TO SHIP?
Shipping takes 2-3 working days. Shipping during seasonal holidays may extend up to 4-5 working days.
HOW WILL YOU CUSTOMISE PRE-ORDER GARMENTS?
When you order a pre-made garment with us, we will ask for your pet's measurements. Once the order has been placed, we can no longer make changes to the order or payment.
STILL HAVE QUESTIONS?
WHAT ARE THE PAYMENT METHODS AVAILABLE ?
We only accept card payments.
WHY DO I NEED TO PAY A DEPOSIT FOR THE WORKSHOP?
The £20 deposit paid at the time of your booking will secure your place at the workshop. Customers will pay the remaining amount in-store prior to their workshop.
CAN I GET MY DEPOSIT BACK IF I DON'T SHOW UP?
Refund of the deposit will only be available if customers inform us about their cancellation 48 hours in advance to their selected workshop.
CAN THE GARMENTS BE WASHED?
All products can be washed using cold temperatures (Below 35 celcius). Do not tumble dry. However, we do recommend minimising washing for festivity wear for a longer product life.