- 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.

- We ship worldwide using Royal Mail. Standard UK shipping is included in orders over £70. All international shipping is also sent with tracking information.

- All orders receive a confirmation email and then a despatch email which will contain your order tracking information. This is sent to the email address on your account, please check your spam if you do not receive an order confirmation email and check for any mistakes in your email address.

- Items that are marked as in stock aim to be despatched within 5 working days of your order being placed. Please be aware that custom made items, which included personalisation items, are subject to our lead times. Lead times can be around 20 working days, 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.

- Please note that despatch times and delivery times are two separate things. Once orders are despatched there is an additional delivery period which is dependant on the courier.

- 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.

- 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. 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 and you will be required to repurchase postage for your order to be resent to you.

- 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.

- It is the customer’s responsibility to provide accurate information when placing an order. We reserve the right to cancel any order, namely if it will effect the sizing of a product. Custom made orders will be delayed if incorrect information is provided on the order.

- Please be aware that, due to the nature of fabric dyeing, colours can vary between batches and in comparison to photographs where different lighting may effect the colour of an item. We do our best to ensure we are clear about this by using different names for colours to allow for a broader spectrum of colours. 

- Before ordering, always ensure that 1 inch = 2.5cm on your tape measure. We have a helpful video on our Instagram page @hugoandted and in our measurement guide and you can email hello@hugoandtedltd.com with any questions you may have for us to help the best we can.

- Please be aware that as items are handmade, the dimensions provided for products have a small tolerance due to the nature of sewing.

- We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

- If an item is made to measure, customised (this includes specific lining choices on bags) or personalised we can not offer a refund.

- It is the responsibility of the customer to ensure they provide accurate measurements/information on orders. We cannot issue an exchange or refund on a product made to the incorrect measurements provided by a customer.

- Items sold in person are sold as seen. We do not accept returns or exchanges on items sold in person unless faulty or damaged on sale. All sale items are non-refundable. Unfortunately, we cannot accept returns on reduced priced items or gift cards.

- Store items bought as seen/tried on/left being worn are not eligible for a return. An exchange may be accepted with another item in store however items must be unused, with original tags and in a resell-able condition in order for an exchange to be accepted. We will not accept an exchange for a made to measure item in store.

- 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. 

- Unless an item is faulty or incorrect, return postage must be covered by the customer. We will always cover postage costs for any errors on our part including faulty or damaged products. We cannot process any refund requests after 28 calendar days.

- If a return is approved, items must be returned in an unwashed, undamaged and re-sellable condition. Items must have all original tags. If an item returns back to us used or unclean your return may be rejected or you will be charged £5.00 from the item price to cover cleaning costs.

- All returns must be approved before being sent back to us. To request a return, please email: hello@hugoandtedltd.com

- Refunds are processed within 14-days after the return is received. It is the customers responsibility to pay for return postage unless the item is damaged in transit or faulty. We recommend returning items by a tracked postage service as we cannot refund items that become lost. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not United Kingdom, shipping/returning your goods may take longer than expected.

- Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 30-days have passed since we’ve approved and received your return, please contact us at hello@hugoandtedltd.com.

- European Union 3 day cooling off period: Not with-standing the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 days for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.You can always contact us for any return questions at hello@hugoandtedltd.com.

- 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.

- All parcels are posted via tracked/signed 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.

- Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.

- Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as items made to order, made to measure, custom made, customised measurements or personalised items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

- 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 customers 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. 

- 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.