Returns and refunds

Our returns policy

If something isn’t right, you can return it within 30 days of delivery for a full refund. Items need to be unworn, unwashed and have their tags attached.

How to return something

1. Email support@personalwalkies.com with your order reference and what you’re returning.
2. We’ll reply with the returns address.
3. Post the items back to us with a tracked service. Return postage is paid by you, unless the item is faulty or we sent the wrong thing. If you’re outside the UK, mark the parcel as a return so you aren’t charged import tax again.

Refunds

We refund the item price to your original payment method within 14 days of receiving your return. If you return your whole order, we also refund your delivery charge, up to the cost of our standard option if you chose a faster one. Refunds usually show in your account within 5 to 10 working days after that.

Import duties and taxes are paid to customs when your parcel arrives in your country, and usually can’t be reclaimed, so we can’t refund them for change of mind returns. Your country’s customs office may let you claim them back yourself.

Exchanges

Need a different size? Return the item for a refund and place a new order. That way you get the new size as quickly as possible, before it sells out.

Faulty or wrong items

If something arrives faulty, damaged or isn’t what you ordered, email us with a photo and we’ll send a replacement or a full refund, including all postage and any import duties and taxes you paid. This doesn’t affect your statutory rights.

Your legal rights

If you’re a UK customer, the Consumer Contracts Regulations give you 14 days from delivery to cancel your order without giving a reason. Our 30 day policy is in addition to these rights, not instead of them.