Returns & The "Perfect Fit" Guarantee

At Green Dog, every accessory is a piece of functional art, handcrafted to order within my Oxford studio. I understand that when it comes to your dog, only a perfect fit will do. My return policy is designed to be as bespoke and accommodating as the products themselves.

The Cinderella Fit Guarantee (Custom & Bespoke)

Because Customised Products (personalised colours/designs) and Bespoke Items (made to your dog's exact neck measurement) are handmade specifically for your dog, they are traditionally non-refundable.

However, I want your dog to wear their Green Dog gear with pride. If your custom item doesn't fit exactly as expected:

  • The Adjustment Service: Please contact me at hello@greendog.pet. I often provide an amendment service or a boutique exchange to ensure the final fit is flawless.
  • Bespoke Peace of Mind: This guarantee ensures you receive the high-end craftsmanship you expect without the risk usually associated with custom orders.

Standard & Ready-to-Wear Collections

For our non-customised Preset Collections, I offer a sophisticated, no-hassle return process:

  • 30-Day Window: You have 30 days from the date of delivery to request a return—exceeding the 2026 UK legal minimum for your complete peace of mind.
  • Condition: Items must be in their original, luxury condition: unworn, unused, and in the original Green Dog packaging.
  • Return Shipping: As a small independent studio, return shipping is the responsibility of the customer. I recommend using a tracked service to ensure your return reaches the studio safely.

How to Initiate Your Return

  1. Contact the Studio: Email hello@greendog.pet with your order number.
  2. Ship to Oxford: Once approved, please mail your item to our headquarters:
    • GREEN DOG 70 Wolsey Road, Oxford, OX2 7TA, United Kingdom

Bespoke Processing: Once received and inspected, your refund will be processed to your original payment method within 5–7 working days.

International & 2026 Customs Note

For my global pack members in the USA, EU, and beyond:

  • Duties & Taxes: Please note that original shipping fees and any local customs duties or "handling fees" paid at the border are non-refundable, as these are government-mandated charges.
  • Faulty Items: In the rare event of a craftsmanship defect, Green Dog covers all costs to repair or replace the item immediately, regardless of your location.