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FAQs

Anchor 2

01

What is BioThane® ?

BioThane® is a brand of  polyester webbing with a TPU or PVC coating that makes it more durable, waterproof and easy to clean.

03

How do I clean my collar or lead?

All BioThane® collars and leads are easily cleaned. Use a damp cloth or wash with soap and water. Always rinse your products with clean water after contact with sea water.

Ensure product is towel dried thoroughly to prevent hardware rusting.

Please note product hardware may fade overtime.

05

Part of my order is missing / damaged

Firstly, we apologise for the inconvenience. If any part of your order is missing or damaged, please contact us via the contact us form or email us at info@houndofhampshire.com

Please make sure you include your order number, and we will get in contact as soon as possible.

07

Shipping Methods / Costs

All of our products are dispatched via Royal Mail.

 

For UK customers - delivery charge 

First Class- £3.95

Second Class - £2.85

All international items are shipped as International Standard (3 - 5 working days).

Ireland - £7.50

Europe - £8.00

Everywhere else - £15.00

Custom charges may apply

09

Do you have a colour chart?

yes, we have colours charts for BioThane, Rope and Hardware.

02

Why is Biothane® better than leather?

Biothane® is more durable, cleanable, strong and easier to maintain, it is also readily available in different colours.

04

How do I measure my dogs neck?

Please see our measuring guide for help measuring your dog's neck accurately. Alternatively, you can measure you dog's existing collar - please see our measuring guide for instruction on how to measure an existing collar correctly.

All our dog collars are made to measure from the measurement you give us. We aim to put your given measurement on the middle hole for buckle collars. If your dog is sill growing, please let us know and we will adjust this accordingly to ensure growing room.

If you are unsure, please contact us before ordering. We are unable to accept returns or exchanges based on incorrect measurements as each product is made to measure

06

Shipping times

As our products are handmade to order, all orders will be dispatched within 21 working days of ordering. We hope to get your products to you sooner than this but the timeframe may vary depending on order volumes and stock.
If we are unable to fulfil an order within this given time frame, we will contact you directly.

08

Returns

Our handmade items are not eligible for refunds or exchanges. This is due to them being handmade to order/to your specific requirements. Customer satisfaction is important to us; therefore, items can be returned for adjustments on some occasions. Buyers are responsible for return postage cost.

 

We pride ourselves on high quality products, therefore, in the event that there is a fault or issue with your order on arrival, we will gladly exchange your item within 14 days of delivery. Returns or exchanges will not be accepted for products which have been damaged as a result of incorrect usage (including over pulling, inappropriate cleaning, general wear and tear through use). It is your responsibility to check all products for damage on arrival and ensure all products are used appropriately.

 

We cannot accept returns or exchanges for choosing the incorrect size, so please ensure you measure your dog's neck accurately before purchase. 

 

To be eligible for a return, your item must be in the same condition that you received it, unworn/unused, and in its original packaging. You’ll also need proof of purchase.

 

To start a return, you can contact us at info@houndsofhampshire.com. If your return is accepted we will send you instructions on how and where to send your package, and your exchange/refund will be processed when we recieve it. Items sent back to us without first requesting a return will not be accepted. 

 

You can always contact us for any returns queries at info@houndsofhampshire.com.

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