AGB
TERMS OF SERVICE:
- By placing an order with us you agree to our terms of service outlined in the headings below. You can find our policies in the footer of our website and in your order confirmation email.
- Ready to ship products (Simply Hugo and Ted Collection) are in stock aim to be despatched within 5 working days of your order being placed. Please be aware that custom made items (items NOT in this collection), which includes personalised, custom coloured and made to measure items, are subject to our lead times. Lead times can be around 10-20 working days from your order date, which do not include weekends or bank holidays. Please anticipate that your order may take this time to be made if you have any custom made or personalised items in your order.
- THE FINAL DATE FOR GUARANTEED CHRISTMAS DELIVERY FOR CUSTOM ORDERS IS MONDAY 1ST DECEMBER 2025. PLEASE BE AWARE THAT ORDERS PLACED AFTER THIS DATE MAY ARRIVE AFTER CHRISTMAS. The final order date for 'ready to ship' products is Monday 15th December 2025.
- Please be aware that if you order a custom made product with a product that is from the Simply Hugo and Ted (ready to ship) Collection they will be shipped together once the custom made items have been made for you. Always get in touch before ordering if you have any special requirements hello@hugoandtedltd.com.
- Please check our policies on returns before placing an order with us. Items that are custom made for you (for example: items with customised webbing/multiple selected colours/made to measure etc) are non-refundable or able to be exchanged.
PRODUCT INFORMATION DISCLAIMER:
- Whilst we have taken every care to advertise colours as best we can, please be aware that sometimes due to the nature of fabric dyeing and different batches colours of products may vary. Screen colours, lighting and photography will effect how colours look online and in person, please bear this in mind when ordering from us.
- No accessory is indestructible, please always check your dog's accessories for wear and tear before use. It is the customer's responsibility to determine the suitability of the product for their pet.
- Our products are suitable for domestic dogs. We do not refund or replace for general wear and tear of a product, only genuine faults will be resolved after inspection. Owners are responsible for any damage created to the products from misuse, or damage created by your dog on walks or from unsafe storage of products.
CARE AND USEAGE POLICY:
- All of our products are made from machine washable products. We recommend always washing below 30 degrees and do not tumble dry any of our products. When air drying, ensure products are in a warm environment as cold air can cause patches on fabrics such as wax cotton.
- Washing on a high temperature or tumble drying may cause your product to shrink, we will not be liable for any damage caused by washing your product without following our instructions.
- We do not recommend ironing your products, particularly items that are made from man-made fabrics such as polyester (eg. fleece jumpers). Should you need to iron a product, always use a piece of cotton or iron-able fabric between the product and your iron.
- When washing harnesses, collars or products with any hardware, we recommend using a small bag to protect your machine from buckles hitting the drum.
- No product is indestructable. Please check products before use and never leave your dog unattended wearing or using any product. It is the customer's responsibility to ensure products fit correctly before using them.
- We cannot replace or repair products that are damaged by misuse or from water/unsafe storage. Products that contain metal, such as collars, harnesses and leads, may not withstand being left wet for long periods please ensure all products are always stored indoors and out of direct sunlight.