Frequently Asked Questions

Where is my order?

  • All items are handmade to order. Whilst we aim to despatch orders quicker, during periods of high demand orders may take around 20-25 working days (which do not include weekends or bank holidays) to be made and despatched. Please anticipate that your order may take this time to be made and delivered.
  • Please note that despatch times and delivery times are two separate things. Once orders are despatched there is an additional delivery period.
  • Please be aware that sometimes delays are beyond our control and orders can be delayed in instances of staff sickness, fabric delivery delays and other extenuating circumstances.
  • Please check our social media for order updates.
  • Please always allow enough time for your order to arrive before placing an order with us. We can not prioritise orders.

My order is pending, what does this mean?

  • All orders are handmade and therefore your order is marked as pending until it is made and despatched. Once it has been made, you will receive an email with your tracking number to let you know it is on the way.

What size should I order?

  • We make all of our pet jumpers, coats and harnesses to measure. We also have a standard range of sizes but always encourage customers to check the measurements of their pet before ordering any product from us as sizes may not be the same as other companies. Always check our measurement guide before ordering.

I want to order but I'm worried about getting my measurements wrong?

  • Before ordering, always ensure that 1 inch = 2.5cm. We have a helpful video on our Instagram page @hugoandted and you can email with any questions you may have for us to help the best we can.

How do you post/ship orders?

  • It is the customer’s responsibility to provide accurate information when placing a custom order. We reserve the right to cancel any order, namely if it will effect the sizing of a product, however we will always email to query any measurements we think are inaccurate or to inform you of this prior to cancellation.
  • Please double check your postage information. If the wrong address or part of the order address is missing we will not refund custom made orders. Customers are responsible for providing accurate postage information and will be required to pay for additional postage to receive their order if their order is despatched and returned to us.
  • All orders are posted with Royal Mail and this is the only courier service we use currently. We post all orders with signed for/tracked postage so you can follow your order’s journey to you. We advise that you wait 10 working days (UK shipping addresses) or 28 working days (any other shipping addresses) before contacting us about your order as Royal Mail will only deem a parcel as lost if not delivered within these times. We provide tracking numbers with every order. If a parcel is lost we will always work to resolve this. Please contact us with your order number if you think your order has been lost or stolen.

Where do you ship?

  • We ship worldwide using Royal Mail. Standard UK shipping is next day tracked and this is included in orders over £60.

I don't live in the UK, what about import duties and tax?

  • Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country and we strongly advise you check your country’s policies before purchasing. Please note that countries within the European Union now require you to pay a destination tax ie. your countries tax rate (20%, 15%) of your purchase.
  • If you do not pay duties and tax upon arrival the item(s) will be returned to us. In this case, we will only refund orders that are standard sizes (collars, leads, bow ties) and we will not refund made to measure or personalised items. We will not refund any additional postage costs. Customers will be required to repay for postage if items are returned to us and are required to be reshipped.

What happens if my order is lost, damaged or stolen?

  • All parcels are posted via tracked delivery service. Once a parcel is with the delivery carrier it is their responsibility to uphold their service agreement. If a parcel is lost, stolen or damaged we will work with the courier to reconcile the problem either on behalf of the customer or by providing the relevant information to the customer.
  • Always retain your proof of postage for returned items and for damaged items retain all packaging materials for evidence of the damage in case they require an inspection.

My order has arrived and I got my measurements wrong, what can I do?

  • We rely on measurements being as accurate as possible as we make items specifically to these measurements and input these into our system of curated patterns. If you are in any doubt before ordering please contact us prior to placing your order via
  • In the event that your order doesn’t fit please contact us, should we be able to alter the item we can do this for a small fee and return postage costs however please be aware that certain items are not able to be altered for example if they include a zip.
  • Please note that we do not offer bespoke alterations to products, they are designed to be a specific shape and items are made from tried and tested patterns.

I've made an error on my order, what can I do?

  • We cannot edit information provided on orders. If you notice an error in the information provided you must get in touch within 5 working days of placing the order for the error to be corrected. After this time, your order may already be made and any corrections or alterations will not be possible.
  • Unfortunately we cannot edit address information, if you notice your address is incorrect we will need to cancel your order and it be placed again with the correct information.

Can I wash my product?

  • All items come with a swing tag with care instructions. We highly recommend always hand washing items where possible or washing on a low spin/low temperature with no detergent. Items damaged by washing or misuse are non-refundable. Always follow our care guides and if you have any questions about washing items please get in touch at


The best way to contact us directly is via email

*Please note that our customer service working hours are Monday-Friday 9-5.30pm and we are closed over the weekend and bank holidays (these are not the same hours as our shop opening times). We aim to reply to messages within 72 hours.