FAQs

 
Shipping times guide 
Our collars are made, shipped and received by you within a 10 day turnaround, worldwide! In some circumstances out of our control, there may be a slight delay with your local post office, however we can help if 10 days has passed and you haven't received your item! For clothing this can take considerably longer if we use our supplier to send your item directly, rest assured all items reach our customers within 2 weeks of ordering and all items are fully trackable! drop us a message on Facebook or Instagram @thecollarandleashco or alternatively email us at leoni@thecollarandleashcompany.com and we can help if you are concerned about your order! 
where is my order?
If you made an order with us, we have received it and its on its way! We process your order and post it with Royal Mail standard for UK orders and local deliveries for international orders, so your order will arrive with your usual morning post wherever you are, and the best part is, if no one is home, we don't require a signature - so you wont miss out! 
my tracking number says processing, what does this mean?
This means your item has been manually accepted and processed by us, we are currently making your collar to your specifications and posting it off! 
Only half or some of my order has arrived!
Sometimes we already have collars made and ready to go, whilst others are handmade to order, so we may at times send you one before the other if its ready and available!  :-) 
Where is my tracking number? 
If you'd like us to send you your tracking number, just drop us a message on facebook or instagram and we can send your tracking number to you! But you should have received an order update email with your tracking number inside.
  • Refunds and exchanges 
Please see our Refunds policy in the Menu section. 

Return address
To return your product, you should mail your product to:
flat 1, 43 newcastle upon tyne GB NE22DR

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.


Please note we do not offer refunds on clothing items. 
  • My product is faulty. 
If you have received a faulty product, please reach out to us on social media, on either facebook or instagram @thecollarandleashco where we can help, alternatively please return the faulty item with a copy of your four digit order number to our returns address and we will refund or exchange this for you! 
PLEASE NOTE 
we will only refund or exchange faulty items within the first two months of your order, if your item develops a fault after this time we will not be able to offer a replacement or refund.
-----
  • how do i reach you?
 the fastest way to get in touch is if you find us on facebook or instagram and drop us a message @thecollarandleashco alternatively visit our "say hello" page to send us an email :-) 

** WARNING! **

▹ These items are meant for pet use only. Each consumer is responsible for determining the suitability of all of our products for their individual situation and assumes all responsibility/liability by purchasing our products. By purchasing and/or using our products, the consumer acknowledges and agrees to accept all responsibility. The Collar & Leash Co, cannot be held responsible for any injury or damage that may result from the improper usage of our products. While these leashes and collars are durable, they are not intended for dogs who aggressively pull on the leash. Please use good judgment and common sense in determining the appropriate use of any pet collars and leashes that you purchase from any vendor. As with all pet collars and leashes on the market, they should be inspected regularly.