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Returns & Exchanges
What’s your return policy?
We hope you and your dog love everything, but if something’s not quite right, you can return items within 14 days of delivery. Items must be unused, in original condition, with all tags attached.
How do I start a return?
Just send us an email at cs@ruffo.co.uk with your order number and what you'd like to return. We’ll guide you through it from there.
Can I cancel or change my order?
If your order hasn’t been packed yet, we’ll do our best to help. Send us an email as soon as possible after placing your order.
What items can’t be returned?
Personalized items, sale pieces, and used gear are final sale. We also can’t accept returns on items without original packaging.
My item arrived damaged — what should I do?
We’re so sorry about that. Please send us a photo and your order number within 3 days of receiving it, and we’ll make it right.
Shipping & Delivery
Do you offer free shipping?
Yes! UK orders over £60 qualify for free standard delivery.
How much is shipping?
- UK Standard: £3.95
How long does it take to receive my order?
We pack and dispatch orders in 1–2 working days. UK delivery typically takes 2–5 days from dispatch. International timelines vary.
How long will it take until I receive my order?
This is an example of a response that you might give. It's good to be as thorough as possible in responses as that has a tendency to improve trust overall.
Where do you ship?
We currently ship to the UK only. If we’re not shipping to your region yet — stay tuned!
My order is marked as delivered, but I don’t have it
Sometimes couriers mark things early. Wait 24 hours, check with neighbours, then email us and we’ll help from there.
Order Questions
I haven't received my tracking link
Tracking is sent via email once your order is dispatched. Can’t find it? Check your spam folder or email us to resend it.
Can I edit my delivery address?
Only if your order hasn’t been packed yet! Let us know your correct details ASAP and we’ll try to update it.
Payments & Discounts
What payment methods do you accept?
We accept all major cards, Apple Pay, Google Pay, and PayPal. All payments are secure and encrypted.
Can I use more than one promo code?
Only one discount code can be used per order.
Are sale items returnable?
All sale items are final sale — but if there’s an issue, don’t hesitate to reach out.