Shipping & Returns

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

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Last updated: April 2023

1. General Questions
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2. Product Questions
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3. Returns Questions
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4. Shipping Questions
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5. Contact Questions

1. General Questions

What is your return policy?

We have a 14 day return policy, which means you have 14 days to send your return. 

 

To qualify for a refund, items must be unused, unworn, unwashed, and in their original condition. Please note that sale or seconds items are non-returnable. We suggest trying on new items indoors to ensure they are the correct size to prevent any damage. 

How do I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.

Can I cancel or modify my order?

We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team via email at hello@whippasnappa.com as soon as possible. We'll do our best to accommodate your request.

Do you have a physical store?

Currently, we do not have a physical store. However, we do offer free shipping on orders over £25. We also attend lot of doggy events if you want to meet us in person!

2. Product Questions

What size should I order?

We have a size chart available for each product to help you find the best fit. Please refer to the size chart on the product page for more information.

What is the material of this product?

The material for each product is listed on the product page, under the "Details" section. If you have further questions about the material, please don't hesitate to contact us.

How do I care for this product?

Care instructions for each product are also listed on the product page, under the "Details" section. Please follow the care instructions to ensure the longevity of your product.

3. Returns Questions

What's your returns policy?

We have a 14 day return policy, which means you have 14 days to send your return. 

 

To qualify for a refund, items must be unused, unworn, unwashed, and in their original condition. 

 

Please note that sale or seconds items are non-returnable. We suggest trying on new items indoors to ensure they are the correct size to prevent any damage. 

How do I return something?

Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.

1. Log in to your account:

  1. In the "Email" field, enter your email address, and then click "Continue".
  2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
  3. Go back to the online store, and then enter a six-digit verification code.

2. Click the order that you want to submit the return for.

3. If your order has more than one item, then select the items that you want to return.

4. Select a return reason and add a note for the store.

5. Click "Submit request".

How do I send my return?

Unless there is a problem with your item, you will be responsible for the cost of the return. Once your return is accepted, you will be sent the return details.

How do I make an exchange?

If you wish to exchange part of your order:

  1. Start a return for the item you don’t want
  2. Drop us a message letting us know the item you would like to exchange for (name, type, colour, size)
  3. Once we have processed this, you will receive a confirmation email. Please allow up to 72 hours.

4. Shipping Questions

How long does shipping take?

We use Royal Mail 48. Royal Mail aims to deliver these packages within 48 hours, but there can sometimes be delays with this service especially at busy times of year. 

How much does shipping cost?

Shipping costs £2.99 on orders under £25, and is FREE on orders over this. 

Do you offer free shipping?

Yes, we offer free shipping on orders above £25.  Please refer to our shipping policy for more details.

Where do you ship to?

We Ship to All addresses throughout the UK Mainland, Scottish Highlands & Islands, Channel Islands, Isle of Man, Northern Ireland and Republic of Ireland. 

 

We do not ship internationally. 

5. Contact Questions

How can I contact customer service?

You can reach our customer service team by emailing hello@whippasnappa.com

What are your business hours?

Our business hours are Monday through Friday from 8:00am to 4:00pm GMT.

How can I provide feedback?

We welcome and value your feedback! You can leave us a message through our contact page on our website, or email us at hello@whippasnappa.com.