Returns & Exchanges

Our Return Philosophy

At Pawcroft, we take immense pride in the artisanal craftsmanship and structural integrity of our pieces. We want you and your companion to be absolutely delighted with your selection. If the fit isn't entirely perfect, or if you wish to choose a different color palette, we gladly accept returns and exchanges on all eligible, pristine items within 30 days of delivery.

To maintain our uncompromising hygiene and quality standards, all returned items must be entirely unworn, unsoiled, and in their original packaging with all protective tags and brass guards intact.

The Return & Exchange Process

We have streamlined our return process through our premium logistics network to make adjustments as effortless as possible.

1. Initiate Your Request

   Visit our online portal or contact our concierge team at concierge@pawcroft.com with your order number to request a return or exchange.

2. Prepare the Package

   Place the pristine, unused item back into its original gift box. Secure the box inside standard shipping packaging to protect the leather and solid brass hardware during transit.

3. Dispatch Your Return

   We will provide you with a pre-printed, trackable return shipping label. Simply schedule a complimentary courier pickup or drop off the parcel at your nearest authorized service point.

Policy Details & Fees

Return Type	Conditions	Processing Fee	Return Shipping
Size/Color Exchange	Subject to stock availability.	Complimentary	Covered by Pawcroft
Refund to Original Payment	Pristine condition, original packaging.	Complimentary	Deducted from refund (£4.95 UK / Variable Int.)
Store Credit	Pristine condition, valid for 12 months.	Complimentary	Covered by Pawcroft

Processing Time: Once your return arrives at our inspection suite, please allow 3–5 business days for our artisans to verify its condition. Approved refunds will be credited back to your original payment method within 7 business days, depending on your financial institution.

Exclusions & Important Notes

• Bespoke & Custom Orders:

  Any items that have been custom-sized, custom-embossed with your dog's initials, or personalized to your specific dimensions cannot be returned or exchanged unless there is a rare manufacturing defect.

• Signs of Wear:

  Because full-grain leather immediately begins to take on shape and patina when actively worn, we cannot accept returns on collars or leads that show signs of creasing, buckle indentation, tooth marks, or outdoor soil. We highly recommend gently trying the collar on your dog indoors over a clean towel to check the fit.

• International Patrons:

  For orders returned from outside the United Kingdom, please note that original shipping fees, duties, and local customs taxes are non-refundable, as these are collected by local government authorities.

Frequently Asked Questions

• Can I exchange an item for a different breed silhouette?

  Yes. If you purchased a collar tailored for a sighthound but realize a standard sporting breed cut would fit your dog's build better, our concierge team will gladly assist you in transitioning to the correct silhouette.

• What if my item arrives damaged?

  Every Pawcroft piece undergoes rigorous quality control before it is hand-packed. In the highly exceptional event that your item arrives with a flaw or damaged brass hardware, please notify us within 48 hours of receipt at concierge@pawcroft.com with photographs, and we will dispatch an immediate replacement via DHL Express.