Shipping & Returns
At Wagge, our pieces are thoughtfully printed-to-order just for you to minimise waste and support our eco-conscious ethos. This means production takes a bit longer than off-the-shelf items, but every order is fresh and sustainable. If something isn't quite right, we're here to help.
Shipping
We ship primarily to the United Kingdom (mainland), with select international options available in the near future. All orders are produced on-demand in the UK and dispatched using sustainable packaging.
- Processing & Production Time. As a print-to-order brand, orders typically take 2–3 weeks to produce after placement (this includes printing, quality checks, and preparation). This is longer than standard retail due to our made-to-order model — we aim to keep it as efficient as possible and will email you if there's any unexpected delay.
- Shipping Carriers & Times: Once produced, we dispatch via reliable carriers like Royal Mail or DPD.
- Standard UK: 2–5 business days after dispatch
- Express UK (optional upgrade at checkout): 1–2 business days after dispatch
- Shipping Cost: Calculated at checkout based on order value, weight, and destination. Free standard shipping on orders over £[XX]
- Order Tracking: You'll receive a tracking link via email once your order ships.
- Important Notes: Total time from UK order to delivery is usually up to 3 weeks (production + shipping). Times are estimates only and not guaranteed. We're not responsible for delays due to carrier issues, customs (international), severe weather, or events beyond our control. Title and risk of loss pass to you upon handover to the carrier.
If your order is taking longer than expected, contact us at hello@wagge.shop with your order number — our small London team will check in on it.
Returns & Refunds
We stand behind our premium, made-to-order pieces, but we get that fit or feel matters.
1. Change of Mind (Cooling-Off Period – UK Consumer Law)
For online purchases, you have a statutory 14-day cooling-off period under the Consumer Contracts Regulations to cancel and return most items without giving a reason:
- Starts the day after you receive your order.
- Notify us within 14 days (email hello@wagge.shop or use our returns portal/form if available).
- Return the item(s) within another 14 days of notifying us.
- Items must be unused, in original condition, with all tags/labels attached, and in original packaging (including the matching dog bandana if part of a set).
- We refund the full purchase price plus standard delivery costs (not express upgrades) within 14 days of receiving the returned item(s).
- Return shipping costs are your responsibility and non-refundable (unless the item is faulty—see below).
- We recommend tracked shipping for your protection.
Note: Our products are printed on demand specifically for your order. While this doesn't exempt them from statutory cancellation rights in most cases, please consider the production lead time before purchasing — once production begins, changes/cancellations may not be possible without potential fees (we'll communicate if applicable).
2. Faulty, Damaged, or Incorrect Items (Consumer Rights Act 2015)
If an item arrives faulty, damaged, not as described, or incorrect:
- Contact us within 30 days of receipt (or as soon as reasonably possible) at hello@wagge.shop with photos and your order number.
- You have the right to a full refund, repair, or replacement (your choice, subject to availability).
- We cover return shipping costs for faulty/incorrect items — use tracked service and send proof of postage.
- Refunds issued to original payment method within 14 days of us receiving/inspecting the item.
3. Exchanges
We process exchanges for size/style swaps (subject to stock and production availability). Follow the returns process — notify first, return the original, and we'll ship the replacement once received (you pay return shipping; we cover outbound for the exchange if it's our error). Due to made-to-order nature, exchanges may take additional production time.
4. Non-Returnable Items
For hygiene/safety reasons, we cannot accept returns on:
- Worn or washed items
- Items without original tags/labels
- Final sale/clearance items (if marked)
- Personalised/custom items (if introduced in future)
5. How to Return
1. Email hello@wagge.shop with your order number and reason (or use our returns portal if set up).
2. We'll provide a returns address and instructions.
3. Pack securely (original packaging preferred) and include a note with your order number.
4. Ship back (tracked recommended).
5. Once received and inspected, we'll process your refund/exchange and email confirmation.
Refunds appear on your original payment method within 5–10 business days (depending on your bank/card issuer).
Questions? Reach out at hello@wagge.shop — we're here for our community of dog-loving Londoners.
This policy forms part of our Terms of Service. We may update it from time to time—check back here for the latest version.