Shipping policy
Shipping & Delivery Policy
Last updated: 15 October 2026
At Clarke & Hound, we’re a small, family-run business creating unique gifts and accessories for dog lovers.
Many of our products are individually made to order, allowing us to give each item the care and attention it deserves.
Please read our shipping information below before placing your order.
1. Made-to-Order Products
All Clarke & Hound products are made to order.
Unlike mass-produced items, our products are individually created, printed, assembled or prepared after your order is placed.
This means that we require time to make and prepare your items before dispatch.
Our estimated delivery times include both the time needed to create your order and the time taken for delivery.
2. UK Shipping Options
We offer two delivery options for UK customers:
|
Delivery option |
Cost |
Estimated delivery |
|
Standard Delivery |
£1.99 |
5–8 working days |
|
Express Delivery |
£4.99 |
3–5 working days |
Important: These estimates are calculated from the date you place your order and include production, preparation, dispatch and delivery. They are not additional timeframes after dispatch.
Working days are Monday to Friday, excluding bank holidays.
The delivery option you select will be confirmed during checkout.
Please note that these are estimated delivery times rather than guaranteed arrival dates, unless a specific delivery date has been expressly agreed.
3. Express Delivery
Need your order a little sooner?
Our Express Delivery option prioritises the production and preparation of your order and uses an appropriate faster delivery service.
We aim to deliver Express orders within 3–5 working days, including production and delivery.
Express Delivery is subject to availability and may not be suitable for certain personalised or specially commissioned products.
Where a product has a different estimated turnaround time, this will be explained before purchase.
4. Personalised & Custom Orders
Some of our products are created especially for you, including personalised designs and products featuring artwork of your own dog.
These items may require additional time for artwork creation, customer approval or the sourcing of specialist materials.
Where additional production time is required, the expected turnaround will be explained on the product page or agreed with you before your order is confirmed.
For products requiring photographs or other information from you, production may not begin until we have received everything required.
Where artwork approval is necessary, production times may be calculated from the date of approval, as explained when ordering.
An express production upgrade may be available for selected personalised products. Any additional charges and estimated timescales will be clearly stated before purchase.
5. Dispatch & Order Updates
Once your order has been completed and prepared for shipping, we will send you a dispatch confirmation.
Where tracking is available, the relevant tracking information will also be provided.
Orders containing multiple products may be dispatched together. If this affects the estimated delivery date, we will let you know.
We take care to package our products appropriately to help ensure they arrive safely.
6. Delivery Delays
Although we do our best to meet our estimated delivery times, occasional delays can happen due to circumstances such as increased order volumes, disruption to postal services or unexpected production difficulties.
If we become aware of a significant delay affecting your order, we will contact you as soon as reasonably possible and provide an updated delivery estimate.
If your order does not arrive within the agreed delivery period, please contact us so we can investigate and resolve the issue.
Under the Consumer Rights Act 2015, customers have statutory rights where goods are not delivered within an agreed timeframe. These may include the right to request delivery within a further reasonable period or, in certain circumstances, cancel the order and receive a refund.
Nothing in this policy affects those rights.
7. Incorrect or Incomplete Delivery Addresses
Please ensure that your delivery address is correct and complete when placing your order.
If you discover a mistake, contact us as soon as possible.
We will do our best to update the address before dispatch, although this may not be possible once your order has been handed to the delivery provider.
If an order is returned to us because of an incorrect or incomplete address supplied at checkout, we may ask you to cover the reasonable additional postage costs before arranging redelivery.
This does not affect your statutory consumer rights.
8. Missing or Damaged Deliveries
We want every Clarke & Hound order to arrive safely.
If your order arrives damaged, or you believe your parcel has been lost in transit, please contact us promptly with your order number and details of the issue.
For damaged items, photographs of the product and packaging would be helpful.
We will investigate the matter and arrange an appropriate resolution, which may include a replacement or refund in accordance with your statutory rights.
We remain responsible for your goods while they are in transit until they are delivered into your possession, or the possession of someone you have authorised to receive them, subject to applicable legal exceptions.
9. Cancellations & Returns
Although all our products are made to order, this does not automatically remove your statutory right to cancel.
For standard, non-personalised products, customers generally have the right to cancel an online purchase within 14 days of receiving their goods, in accordance with the Consumer Contracts Regulations 2013.
Products genuinely made to your individual specifications or clearly personalised, such as an item featuring your own dog’s photograph or a specially requested design, may be exempt from the usual change-of-mind cancellation rights.
However, personalised products remain covered by your statutory rights if they are faulty, damaged or not as described.
For further information, please see our Refund & Returns Policy.
10. Contact Us
If you have any questions about shipping, delivery or an existing order, we’d be happy to help.
Please get in touch through the Contact Us page on our website:
www.clarkeandhound.co.uk
We’re a small family business, and we genuinely appreciate every order.
Thank you for supporting Clarke & Hound!
Made for dog lovers, by dog lovers.