​Find quick answers to some of our most commonly asked questions. If you can't find what you're looking  for, please contact us – we're always happy to help

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Finding a Product

If you're looking for a particular product that isn't currently available on our website, please email us with the details. We'll do our very best to source it for you and will advise you of the price, estimated delivery time and any available options before you decide whether to proceed.

Gift Service

We offer a gift service for many of our products. Simply email us with the items you'd like to purchase and we'll provide a quotation for gift wrapping and delivery directly to your chosen recipient.

Are Prices Inclusive of VAT?

Yes. All prices displayed on our website include VAT where applicable.

What If I've Ordered the Wrong Size?

If you've ordered the wrong size, please contact us as soon as possible. If your order has already been dispatched, you'll need to return the item using a tracked postal service. Once it's received in its original, unused condition, we'll arrange an exchange where stock is available.

How Long Will My Order Take to Arrive?

We ship all orders using Evri.

• United Kingdom: Typically 3–5 working days.

• International Orders: Typically 1–10 working days, depending on the destination, local postal services and customs processing.

If an item is temporarily out of stock, we'll contact you as soon as possible with an estimated delivery date.

What Is Your Returns Policy?

If you believe you've received a damaged, faulty or incorrect item, please contact us within 14 days of receiving your order by emailing contact@thelondonpaw.co.uk. Please include your order number, a description of the issue and, where possible, photographs of the item.

To qualify for a refund, returned items must:

• Be unused and in their original condition.

• Include any original packaging and tags where applicable.

• Be securely packaged for the return journey.

Once your returned item has been received and inspected, we'll process your refund as quickly as possible. We recommend using a tracked postal service, as we cannot accept responsibility for items lost during return transit.

What If I Can't Find the Size or Colour I Need?

If the size, colour or style you're looking for isn't listed, please get in touch. We'll happily check availability with our suppliers and let you know whether we can source it for you.

How Do I Measure My Dog for a Collar?

Use a soft tape measure to measure around the middle of your dog's neck where the collar sill sit. The tape should fit comfortably - snug enough not to slip over your dog's head, but not so tight that it causes discomfort. You should be able to fit two fingers comfortably between the collar and your dog's neck.

Will My Personal Information Be Secure?

Yes. We take your privacy seriously. Your personal information is used only to process your order or respond to your enquiry and is never sold to third parties.

What Payment Methods Do You Accept?

All payments are processed securely through Wix Payments. Available payment methods, including major debit and credit cards, will be displayed at checkout.