FAQ

Q. How do I know what size bandana my dog needs?

A. We know that dogs come in all shapes and sizes so we have developed this guidance to help you.

 

Q. How will my purchase be packaged?

A. Little things are important to us and we want to ensure that your whole experience of shopping at ERNIE & THEO is the best it can be, including how we present our products to you.  All of our products are packaged in our unique 'ERNIE & THEO' way using our brand colours.  If your purchase is a gift and you would like us to include a special message in the packaging you can use the comments box at checkout.

 

Q. Is the P&P price per item?

A. The P&P price is calculated on a weight range set by Royal Mail. If you order a number of items together the P&P may be the same. e.g. P&P for 3 bandanas will be the same as it is for 1 bandana because of the weight range set by Royal Mail. A toy box and a number of bandanas will be the same P&P price as just purchasing the toy box on its own.

 

Q. Do you deliver worldwide?

A. ALL of our products can be posted to anywhere in the UK.  

 

Q. How long will my purchase take to arrive?

A. All products will be dispatched within 5 working days (Monday to Friday).  We use Royal Mail second class so please allow 3 working days from dispatch for UK delivery.  For personalised items see below.

 

Q. Can items be personalised?

A. Yes, we can personalise drying robes by adding names to these.  Wooden toy boxes can also be personalised.  Browse through our products for more images and information.  Personalised items will take a little longer to create and will be dispatched within 8 working days.  Please add your personalisation details in the 'add a note to your order' box at the checkout, or get in touch via our 'contact us' page or email us to let us know what you want and we will do the rest. 

 

Q. What do I do if I cant find the size, design or fabric I am looking for?

A. Our drying robes and coats are all handmade by us, so if the size you require isn't stated in the product details please drop us a message on the 'contact us' page.  We can then let you know what measurements we would need to make perfect fit for your pooch.  Please read the size  and measurement details carefully in the product descriptions.

We are always interested in your ideas and aim to keep all our customers happy.  Get in touch via our contact page and we will do our best to help.

 

Q. Can I collect pre-ordered items from fairs and markets?

A. YES!  Take a look in our events page to see where we are next. 

You can order and pay for your items on our website to ensure they don't sell out and then collect them at our next event AND you will save on P&P!  All you need to do is drop us a message on our 'contact us' page to let us know which event you want to collect from.  All of our events are listed in our EVENTS page.

If you would like us to trade at an event you are organising please get in touch.

 

Q. What is your refund policy?

A. We aim to please all our customers and value all of your feedback but we do not offer refunds unless your product is faulty, damaged or the wrong size.  We recommend that you ensure you order the correct size using the guidance above.  If there is a problem with your product please get in touch.  We don't offer refunds on personalised items.

PLEASE NOTE: As with any dog gifts and accessories, we advise you not to leave your pet unsupervised with any of our products!