Returns and refunds
Can I exchange an item?
Unfortunately we cannot accept direct exchanges owing to additional postage costs, however you may return items in new condition within 14 days for a refund and reorder the item required.
How do I return an item for refund?
Returns should be posted to Forever Hounds Trust Merchandise Dept, PO Box 1601, Oxford, OX4 9JZ. The buyer is responsible for return postage (unless the goods are faulty, in which case the buyer’s postage will be refunded).
Our full return details can be found here. Refunds will be made promptly via the original payment method. We recommend you keep a proof of postage for your protection.
How to shop
How can I contact your shop team? The quickest way to contact our shop team is to send an email to email@example.com
Alternatively you can reach us by phone on 03000 125125. Please note that the shop telephone line is not staffed all the time, please leave a message and our shop team will return the call.
Can I order and pay over the phone?
Yes, you may phone our shop 03000 125125 and we can take card payment using WorldPay. Please note that the shop telephone line is not staffed all the time, please leave a message and our shop team will return the call.
Do you ship orders outside the UK?
Yes, we accept online orders for shipping outside the UK. Please place your order online and the shipping charge will be shown in your cart at checkout.
How much money from my purchase goes directly to your charity?
All profits from the sales of goods on our website go directly into our charity’s funds to benefit the dogs in our care.
How long will it take to receive my order?
Most orders are despatched within a couple of days by Royal Mail 2nd class post. If there will be a significant delay to your order you will be contacted. Please ensure your contact details are accurate when placing your order.
I need my order urgently, can you send by first class post?
Please contact our shop team (email is best) if your order is urgent, preferably before you place your order. We will make every effort to dispatch your order quickly, however we cannot always guarantee that we will be able to do so. If you ask us to upgrade your order to first class post, a small donation to offset the additional cost to the charity would be much appreciated.
I received dispatch notification but my order hasn’t arrived.
Please allow up to 5 working days for delivery by Royal Mail. Larger orders may be delivered by courier and can also take up to 5 working days. Please check all places the delivery person may have left your parcel (e.g. garage, shed, neighbour) and also check at your local sorting office to see if the parcel is awaiting collection. If you still cannot locate your parcel, please contact our shop team by email firstname.lastname@example.org or phone 03000 125125.
How do I measure my dog for a coat?
Please see our measurement guidelines and also refer to the sizing table below the product description. This describes how to measure the dog from the base of the neck to base of the tail and you will choose this size coat. If your measurement is in between sizes, we recommend going down to the smaller size. Please do not use another dog coat manufacturer’s sizing as their measurements may differ. The total length of the coat will be longer than the size coat (in inches) that you need to order, this is to allow for the dog’s chest and overhang at the rear.
Do your coats have a hole for the harness to attach to a lead?
Out coats do not have a hole for harness attachment as this reduces the waterproofing effect. A harness can be worn over the coat if used.
Do your muzzles come in different sizes?
Each of our muzzles is a set size, please refer to the product description for the dimensions of each muzzle.
Can you feed treats through your muzzles?
Yes, treats can be popped through the muzzle.
Can my dog drink when wearing one of your muzzles?
How do I choose the correct size muzzle?
Please refer to the product description for the dimensions of each muzzle and use this information to gauge the correct size for your dog by measuring his / her nose.