Returns & Deliveries
Deliveries & Dispatch
We aim to dispatch your order within 2 – 14 days, depending on products selected. Orders are sent by courier depending on your location. We do not provide tracking numbers, as standard, at this time.
International orders, on occasions, can take up to 30 days depending on your country.
All products are made on demand to reduce waste and ensure that each product is perfect, during peak times or increased demand delivery times may vary for this reason so please bear with us.
30 Day “Make it Right” Policy
Here at Personality Pups, we want to make sure you love your order and if for any reason you’re not fully satisfied, we’re here to make things right. As long as you contact us within 30 days of receiving your order, we’ll provide a solution.
For any quality issues, be sure to provide clear photos of the products on a flat, well-lit surface. This quick and simple step will help us to provide a speedy resolution.
If deliveries are missed the courier should give you an alternative way to collect your purchase. If the order is returned because they couldn’t get in contact with you or the item wasn’t collected we will contact you. If you want to have the item reshipped we will charge additional postage cost. If you decide that you no longer require the cost of postage will be deducted from your purchase price. This also applies if you have included incorrect shipping details.
Cancellations and Amendments
All of our products are made to order especially for you. If you wish to cancel or amend your order, please contact us via the form on our contact page. You can edit your order at any time before it goes to production. Please keep in mind that in some cases, this could be as soon as two hours for Rush shipping, just 12 hours for standard shipping, or once the listing ends (whichever comes first).
Once your order has gone to production, you may be eligible for a replacement/resolution depending on the situation. After you’ve received your order, you have 30 days to address any concerns you have.
- Digital products: Digital product orders cannot be cancelled or refunded once payment has been processed. For customers located in the UK/EU, digital product orders cannot be cancelled or refunded once the download has begun. If the Digital product you download does not match what was advertised, reach out to us at the contact page to let us know!
- Pre-sale orders: Pre-sale product orders cannot be cancelled after the pre-sale period has ended and production has begun.
- Face mask / Neck Gaiter orders: These items are final sale items and cannot be returned for hygiene and safety reasons. If your face mask or gaiter is defective in any way, please reach out and we’ll be happy to help.
- Jewelry, Swimwear or under garments: For hygiene reasons, we cannot offer refunds on cosmetics, pierced jewellery, swimwear or under garments, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached. Please contact us if you wish to return these items and we will see what we can offer. Damaged items will be covered via our standard policy.
For the fastest resolution, please include a photograph demonstrating the poor quality of the print or the damaged area of the item. The most optimal pictures are on a flat surface, with the tag and error clearly displayed. We will use this information to help you with your order, as well as eliminate errors in future printing. You will need to email us using the email address on our contact page along with the photographic information.
Size charts are used on all of our products please ensure that you check these details before ordering to reduce returns. This affects the environment as well as costing additional funds.
At Personality Pups, we understand that gift-giving can be a complex art. If you’ve ordered or received a product as a gift and it needs to be returned, our standard policies will apply.
PayPal: Any refunds processed will show back up in your Paypal account. Please note, the refunded amount must be transferred back to your banking institution from your Paypal account.
Credit Card: Any refunds processed via your credit/debit card will show back up in your bank account, usually within three to five business days. If this time has lapsed and you haven’t received a refund within one week, please contact us so we can investigate.