Embroidered Paw Jumper - Crystal Couture

• Machine wash 30°
• Do not bleach
• Do not tumble dry
• Low iron
• Do not dry clean

We use Evri and Royal Mail as our primary shipping providers. The processing times for in-house embroidered items is 3-9 business days.

UK

Evri Tracked £3.50

Royal Mail 48 hours £4.00

Royal Mail 24 hours £4.70

We offer free delivery for all UK orders over £50.00

Europe

Standard delivery £10.50

Tracked delivery £14.50

International

Standard delivery £20.50

Tracked delivery £24.00

When choosing for the non-tracked delivery option, The Neutral Dog Company cannot be held responsible once the parcel has been shipped.

Customs

Depending on where the order is being shipped to, tax charges may apply. Your local customs authority may notify you once your order reaches your country and customs and sales tax may be applied. The buyer is responsible to cover these customs or import taxes if they arise. 

We aim to always provide high quality items, but if for any reason you are unsatisfied with your purchase, you can return the items within 30 days from delivery of the last item on your order. This window includes weekends and bank holidays.

In order to be eligible for a refund, the item(s) must be UNUSED, UNWASHED and in the same condition that it has been received in. We always recommend that new items are tried on indoors just in case they need to be returned. Returns that are received in an unsuitable condition are NOT accepted and therefore no refund will be issued.

The cost of returning any items back to us is the buyer's responsibility unless the reason for returning the item(s) is due to faulty or damaged products. Original shipping costs will not be refunded.

How to return the items

You can start a return directly from your order in your customer account — log in, find your order, and select "Start a return or cancellation". Alternatively, email returns@theneutraldogcompany.co.uk within 30 days of receiving the last item on your order, providing your order number, name, and reason for return. We aim to get back to you within 2 to 3 working days.

We recommend using a trackable shipping service when returning your order. Please keep the tracking number until a confirmation of refund is received. We do not accept any responsibility for lost items.

Once the return has been received at TNDC HQ, the items will be inspected and an email will be sent to notify you that the refund has been processed. If an item is not eligible for a refund, you will be notified by email.

Cancellations

If your order has not yet been fulfilled, you can cancel it directly from your customer account. Log in, find your order, and select "Cancel order". Once an order has been fulfilled and dispatched, it can no longer be cancelled — please use the returns process above instead.

Exchanges

If you wish to exchange your item, please email returns@theneutraldogcompany.co.uk within 30 days of receiving the last item on your order, providing your order number, name, and the size you wish to exchange to. We aim to get back to you within 2 to 3 working days with further instructions.

We recommend using a trackable shipping service when returning your item for exchange. Please keep the tracking number until confirmation of the exchange is received. We do not accept any responsibility for lost items.

Once the return has been received at TNDC HQ, the items will be inspected and an email will be sent to confirm the exchange has been processed.