We are sorry you are not fully satisfied with your Doggy Diaries order.
Returns are accepted within 14 days of receipt for a full refund provided the goods are in resalable condition.
Please note, we cannot accept refunds or exchanges for any bespoke/ made to measure service.
Refunds are processed within 5 days from delivery, refund may take up to 10 working days to arrive in your bank.
We cannot refund items that have the tags removed, are not in original plastic packaging, are soiled, smell, are hairy or have been washed or brushed. If items returned for a refund are not in as-new condition, a cleaning charge will be levied, or if the item is damaged it will be returned to the customer.
If an item is being returned due to a manufacturing fault we'll repair, exchange or refund regardless of its condition, though it's greatly appreciated if it's washed first.
Please note tarnished hardware or clasps is not classed as a manufacturing fault as this is a natural wear process.
When sending returns to us, please include your order number. Returns address:
The Doggy Diaries (Company)
The New Coach House
Queens Avenue
Bicester
OX26 6TA
If you choose to return your item using normal untracked delivery, then please ensure you get proof of postage otherwise we cannot be held responsible if the item goes missing on its return.
Exchanges:
Exchanges are accepted within 14 days of receipt.
Please ensure your items in new condition, or we will not be able to accept your exchange.
Please note, we cannot except refunds or exchanges for any bespoke/ made to measure service.
We send replacements out free of charge once we have received back your incorrect item. Please send your order back to the address below including a note with your name, order number and your exchange request.
The Doggy Diaries (Company)
The New Coach House
Queens Avenue
Bicester
OX26 6TA
Please keep an eye on your emails as we will email you if there are any issues with your exchange.
If you choose to return your item using normal untracked delivery, then please ensure you get proof of postage otherwise we cannot be held responsible if the item goes missing on its return.
Bespoke Orders:
Please note, we cannot except refunds or exchanges for any bespoke/ made to measure service.
Expected Delivery Times:
We aim to post within 2 working days with Royal Mail UK Tracked 24hr or 48hr for UK addresses. Please note Tracked 48hr takes 2-3 working days approximately. (Please add an extra working day if there's a redirection in place).
We use Royal Mail International Tracked for international post which Royal Mail aim to take 5-7 working days. In busier periods, delivery times may be longer than expected,
Will I have to pay additional fees at Customs?
For international orders custom charges occur sometimes occur when an item arrives in its destination country. This is dependent upon the customs threshold for each country. Please check with your local authority for more information on this before placing your order. We cannot be held responsible for further chargers.
Can I get a tracking number?
All orders included a tracking service. You will be sent a tracking number once your order has been dispatched.
What should I do if my order has not arrived?
If you are in the UK and have not received your order within 10 working days of the dispatch date, or outside the UK and have not received your order within 20 working days of the dispatch date then please drop us an email on sales.thedoggydiaries@gmail.com.
We cannot be held responsible if the address you have given is incorrect. It is the responsibility of the customer to give a complete and accurate address to ensure correct delivery of the parcel is made.
If your order has been delivered on the tracking and you're unable to locate your order, we cannot be responsible for stolen parcels. Please contact Royal Mail with enquiries to missing orders.
Choosing a selection results in a full page refresh.
