The short answer to this is no, due to all of our products being custom made to order we cannot resell them. The only time a refund/exchange will be issued is if the item is faulty or sent as incorrect (on our part)

We do offer an 'alterations service' in some circumstances if a product does not fit (only if too big), please contact us regarding the criteria for this (buyers are responsible for postage both ways- to us and back to you)

If a refund is offered by us, please note the item must be sent back within 14 days of receiving the product and in unused condition. We will pay for the return postage in this instance

*Please note under UK consumer rights law as part of the 'custom made' category customers are not entitled to refunds*

Our lead time can vary depending on how busy we are with our current work load and commitments. This currently sits at 2-4 WEEKS for processing plus delivery. The estimated delivery date is calculated at checkout PLEASE ACKNOWLEDGE THIS.

All of our items are handmade to order by the two of us who run this business alongside our full time jobs only enabling us limited time to create your items.

We always work in a chronological order where possible.

**If you require your items to come by a certain date please refer to the ‘Express orders’ FAQ!**

Because all items are handmade & made with delicate materials these are the recommended instructions to care for your products:
🤍Hand wash if possible with cold water
🤍if you can’t hand wash put your items on a cool wash in a delicates bag/ pillow case to protect them.
🤍WAFFLE items are typically fashion items so won’t do well in especially rough and muddy walks so please be aware that they are susceptible to wear and tear.
🤍You are responsible for ensuring that these items are fit for the purpose intended before going on a walk etc… so please check your items each time before for any damage
🤍Please ensure your pup isn’t wearing the items unsupervised.
🤍Consistent scratching will cause wear and tear!
*not suitable for human use *

UK:
Free shipping- 2nd Class standard 3-5 working days (NON TRACKED)
Express £3.50- 1st Class standrad 1-3 working days (NON TRACKED)
Next Day £7- Next working day delivery (TRACKED)

International:
All orders are sent international standard at approx £16 which takes up to 15 working days (in most cases) this is NON TRACKED
**This can be upgraded upon request & payment**

🚨 These are all estimated delivery time frames we cannot guarantee that your item will arrive in this time!

Please note no matter the shipping option you select this doesn’t speed up our lead time it simply affects the delivery time

If you wish to have your item sent with another provider that is not Royal Mail please enquire first

!!Changes subject to delays!!

Here at Peonies, we aim to make your pets accessories as custom as possible.

There is the box that is required to be filled out before checkout titled 'Personalisation' - this is an Etsy preformatted title. In this box we ask that you include:
-Your pets measurements (Neck, chest and length- see the sizing details FAQ for more info)
-Your hardware preference (Gold, silver, rose gold or black)
-Any breed specific requirements
-Your agreement to our shop policies & FAQs

This box is NOT intended for Names of pets, addresses or phone numbers ONLY the above as we do not have the facility to offer these services

🤍With a flexible tape please measure the circumference of your pets neck please leave a 2 finger space between tape and pet.
🤍Measure around the dogs chest
🤍Measure base of neck- chest
🤍If your dog has a difficult shape please contact us first so we can cater to this other wise it will be made to standard. E.g large head to neck ratio). For longer breeds we can accommodate to the body length provided we know prior to order.
🤍Breed & age information is very helpful!
🤍If you have a puppy that you know is growing we recommend you size up

If your pup has grown/changed size please get in touch and we will provide you with an opportunity to change this! (Additional charges apply if not paid this will remain as the original order!

To ensure you get the most out of your items please ensure you read the product description! If you have any specific requests/requirements please contact us to let us know so we can try and cater to them😊

Our items are mostly for more fashionable occasions rather than rough and muddy walks so please consider this🤍

The best way to ensure it will be suitable is to provide as much information as possible (see sizing FAQ for help) and please specify things like hardware colour to ensure it’s to your requirements!

If your item arrives and is slightly too big we can offer alterations to suit however cannot make things bigger!

We aim to create bespoke items to you so please ensure you follow guidance and we hope that you love our products💕

If you require your items quicker than our current lead time then please ensure you get in touch PRIOR to ordering so that we can confirm whether this will be possible ☺️

Express orders will require an upgrade in delivery option in order for us to have as much time possible to make it and send it out to you!

We typically require around 2 weeks notice so please be aware of this! (Unless our current lead time is shorter as we may be able to deliver on your request quicker).

Please note if you haven’t confirmed with us prior and just include in your order notes we may not appease the request due to our availability so please respect this.

As a business we are not liable for the item suitability after the product has been worn.

As a customer and pet owner it is your responsibility to ensure that the items are fit for purpose and free from damages before your pet wears the product.

Our hardware and materials are sourced from local suppliers who have provided ratings/break loads for the buckles in particular (as this is where the most force is exerted)
Sizes XS-Small use 16mm Hardware 80Kg break load
Size Medium use 20mm Hardware 150Kg break load
Sizes Large-XXXL use 25mm Hardware 200Kg break load

The safe working load for our buckles is 1.5/10 of the break load- this is your responsibility to check before ordering, we can source bigger buckles at an extra cost

If you message us via Etsy please allow for a 48 hour response time as we have very limited time to respond to messages.
(Same applies if you message over instagram)

Can we please request that if you are looking for an update on your order that you only message once it has gone past the recommended lead time (currently 5 weeks) once it has surpassed this and you haven’t received your order please get in touch so that we can see what has gone on☺️

To cancel an order please contact us within 14 days of placing it.

*Rude messages and custom will not be tolerated if your order has yet to be started/sent it will be cancelled and any future orders will be too!

Please always be kind🥰