FAQ
Frequently asked questions
The short answers to the things we get asked most. If yours isn't here, get in touch and we'll reply within one working day.
Orders & delivery
Where do orders ship from?
From stock held in a UK warehouse. Our fulfilment partner picks, packs and posts every order for us. Your parcel doesn't come from overseas, so there are no customs charges waiting at the door.
How long will my order take?
We dispatch orders in 1–2 working days. Delivery then takes 3–7 working days. Working days are Monday to Friday, not counting bank holidays.
How much is delivery?
£3.99 per order, or free on orders over £40. Every order is tracked, whatever you spend. There's more detail on our delivery and returns page.
Can I track my parcel?
Yes. Every order is sent tracked. We'll email you a tracking link when your order is on its way, and you can check on it any time on our tracking page.
Do you deliver to Northern Ireland or abroad?
Not yet, sorry. For now we deliver to Great Britain only: England, Scotland and Wales. We can't send orders to Northern Ireland, the Isle of Man, the Channel Islands or outside the UK. If that changes, we'll update this page.
Sizing & care
How do I find the right size?
Measure your dog's back length, chest and neck with a soft tape. Our size guide shows you how. Then check the size chart on the product page. Every product has its own, and that's the one to go by. Between two sizes? Go up one. If your dog is deep-chested, like a greyhound or whippet, choose by chest first.
How do I wash things?
Follow the care label on each item. You'll find the care details on every product page too. For microfibre, shake or brush off dried mud first and skip the fabric conditioner, which can coat the fibres. A laundry bag catches loose dog hair before it reaches your machine's filter.
Returns
Can I return something?
Yes. You have 30 days from delivery to send items back. Email hello@puddlebury.co.uk or use our contact form with your order number and what you're returning, and we'll tell you what to do next. Full details are in our refunds policy.
Can I try things out first?
Yes, indoors please. Check things over on a clean, dry dog, or in a clean car, as you would in a shop. Once something has been on a muddy walk, we can't sell it to anyone else, so keep the first outing indoors until you're sure.
Who pays for return postage?
You do, unless the item is faulty. We'd suggest a tracked service, and keep your proof of postage until your refund arrives.
What if something arrives faulty or damaged?
Sorry about that. Email hello@puddlebury.co.uk with your order number and a photo of the problem, and we'll put it right with a replacement or a refund. You won't pay to send a faulty item back. This is on top of your legal rights, not instead of them.
Payment & discounts
How can I pay?
By card, Apple Pay, Google Pay, Link or the other options shown at checkout. Payments are handled securely by Stripe, so your card details go to them, not to us.
Do you have discount codes?
Sign up to our newsletter and we'll email you a code for 10% off your first order. Pop it in at checkout.
About Puddlebury
Are your reviews genuine?
Yes. Only verified buyers can leave a review, and we publish every genuine review we get, glowing or grumpy. We're a new shop, so there may not be many yet. You can read them on our reviews page.
Who's behind Puddlebury?
We're a new UK online shop for people who walk their dogs whatever the weather. Read how it started in our story.
How do I get in touch?
Email hello@puddlebury.co.uk or use our contact form. We reply within one working day. We don't have a phone line, which at least means nobody gets put on hold.