Delivery & Returns

DELIVERY

We offer a standard flat rate delivery of £2.00. 

Most items are made to order and will be posted out as soon as possible via First Class Royal Mail.

Please allow up to a week for delivery, although items will often be delivered sooner.

 


 

RETURNS

We want every owner and their pooch to be happy with their purchase and, as such, we have tried to make our returns policy as clear as possible.

What should I do if I change my mind about an order?

I haven't received my order yet...

I have received my order...

What should I do if my item is faulty or not as described?

It has been less than 30 days since I received my order...

It has been longer than 30 days but less than 6 months since I received my order...

It has been longer than 6 months since I received my order...

What should I do if my order has been damaged in delivery?

What should I do if I change my mind about a bespoke or personalised purchase?

Do you refund postage costs?

 

What should I do if I change my mind about an order?

I haven’t received my order yet…

We’re sorry to hear that you have changed your mind, to help make the process as easy and cost effective as possible (for both you and us), please email us as soon as you can at:

wrenandrye.designs@gmail.com

Please include your order number, which item(s) you would like to return/exchange and (optionally) the reason(s) for your request - this is only to help us provide better quality products in the future, you are under no obligation.

We endeavour to post your items out as soon as possible, but if there is a chance that we haven’t yet done so, letting us know before we send it out will be the most cost effective for you and us!

Any refund will be actioned within 14 days (usually no longer than 5 days). Any exchanges will be sent out as soon as possible.

 

I have received my order...

If, after receiving your item(s), you decide that you do not want it/them for any reason and would like to return or exchange it/them, please drop us an email within 14 days of receipt at:

wrenandrye.designs@gmail.com

Please include your order number, which item(s) you would like to return/exchange and (optionally) the reason(s) for your request - this is only to help us provide better quality products in the future, you are under no obligation.

Once you have told us of your request please send your item back to:

Wren & Rye
53 St. Lawrence Quay
M50 3XT 

The item must be returned to us within 14 days of your email in an unworn and resalable condition. You should also include your order number within your return.

We recommend sending items Recorded Delivery so that you can be certain that your item has been delivered, as you are responsible for the receipt of the returned item.

After we have received the item(s), any refund will be actioned within 14 days (usually no longer than 5 days). Any exchanges will be sent out as soon as possible after receipt.

 

What should I do if my item is faulty or not as described?

If you are not satisfied with the quality of your purchase, believe that you have been mis-sold an item or have received an incorrect item; firstly please accept our apologies! Let’s try to make it right...

It has been less than 30 days since I received my order...

Please drop us an email for a full refund or exchange, at:

wrenandrye.designs@gmail.com

Please include your order number, which item(s) you would like to return/exchange and a description of the fault(s) or why you believe the item was mis-sold or is incorrect (a photograph of the item(s) would be helpful too!).

Once you have told us of your request please wait for a response before sending your item back.

We photograph all our items before they are sent out as part of our quality control measures (and because we’re proud of them!) so if we have missed something, we want to know to make sure it doesn’t happen again!

Once we have confirmed your return/exchange, the item must be returned to us within 14 days of your email. You should also include your order number within your return.

We recommend sending items Recorded Delivery so that you can be certain that your item has been delivered, as you are responsible for the receipt of the returned item.

After we have received the item(s), any refund will be actioned within 14 days (usually no longer than 5 days). Any exchanges will be sent out as soon as possible after receipt.

It has been longer than 30 days but less than 6 months since I received my order…

Please drop us an email for an exchange at: 

wrenandrye.designs@gmail.com

Please include your order number, which item(s) you would like to return/exchange and a description of the fault(s) or why you believe the item was mis-sold or is incorrect (a photograph of the item(s) would be helpful too!).

Once you have told us of your request please wait for a response before sending your item back.

We photograph all our items before they are sent out as part of our quality control measures (and because we’re proud of them!) so if we have missed something, we want to know to make sure it doesn’t happen again!

Any exchanges will be sent out as soon as possible after receipt.

Please note, unfortunately we cannot refund items that were received over 30 days ago. 

It has been longer than 6 months since I received my order…

Please drop us an email to discuss your options at:

wrenandrye.designs@gmail.com

 

What should I do if my order has been damaged in delivery?

Please let us know! It’s on us if your package is damaged, it’s our responsibility to get your item to you. Even if your item is still satisfactory and you don’t want a replacement or refund, we’d still like to know so we can improve our packaging or take up any issues with our couriers. Please email us at:

wrenandrye.designs@gmail.com

If your item is damaged and you would like a refund or replacement please see: What do I do if my item is faulty or not as described?

 

What should I do if I change my mind about a bespoke or personalised purchase?

Unfortunately we cannot offer refunds or exchanges on personalised or bespoke products unless they have been delivered faulty or not as described - if this is the case, please see What do I do if my item is faulty or not as described?

 

Do you refund postage costs?

We will always refund the entirety of what you have paid to us. This includes any postage costs on your invoice.

Unfortunately we cannot refund the cost of posting items back to us, unless your item was received faulty or not as described. In which case we will add the value of First Class Royal Mail postage for a parcel of the required size to your refund amount.