RETURNS AND REFUNDS
RETURNS, EXCHANGES AND REFUNDS
We want you to have complete peace of mind when you choose to shop with Posh Paws & Mogs. We hope you love your items as much as we do but understand that in some cases you may need to contact us to organise a return - we want to make this as easy as possible for you.
REFUND/EXCHANGE GUARANTEE
If you change your mind about the items you have purchased from us, we will refund the purchase price (minus the shipping costs) or exchange those products, subject to the following conditions:
- the item is unworn, unwashed and unused
- the item returns to us in its original packaging
- the item arrives back to us within 30 days of receipt. (If you are concerned for any reason that this is not possible please contact us as soon as possible so we may resolve the situation with you).
Please be in touch using our contact us page or by emailing support@poshpawsandmogs.com. It is important to contact us as soon as possible, as all returns require the inclusion of a slip containing your return authorisation number which is obtained from a member of our support team. We will also provide the nearest location to you where you can send your item(s) back.
Please be aware that we use several freight forwarders to bring the best shipping price to our customers, but this may not mean you can return the item within your own country. As outlined in our FAQs we are based in England and if we cannot accept a return closer to your location, we will require the return to be sent back to our HQ for a full refund. Each case is different and we have several options available to you so please get in touch with us so we can pass on the most up to date information available.
If you request a refund, the purchase price excluding delivery charges and/or discounts will be refunded to you using the original payment method. This will be processed within 5 - 7 business days once we have received back the item and are satisfied with the condition. Please note that under no circumstances can we refund onto another credit/debit card for security reasons.
If you need to exchange it for the same item, send us an email to support@poshpawsandmogs.com for details on how to proceed.
In some specific circumstances we offer store credit if a return is not viable/possible.
Each case is unique so if you have any concerns whatsoever with your order and wish to receive further information on any of the above please do not hesitate to contact us at support@poshpawsandmogs.com.
EXEMPTION & RETURN EXCEPTIONS
Please note that any product which is personalised to you - eg; bearing your cat’s name, is made to order and therefore is non-returnable unless there is a defect.
We urge you to double-check the sizing charts before ordering to ensure that you have selected the best possible size for you.
For hygiene reasons we are unable to accept returns for earrings.
If you have any concerns about an item you have ordered or wish to seek further information about an item you are considering ordering, please contact us at support@poshpawsandmogs.com for more information.
DAMAGED/FAULTY ITEMS:
In the unlikely event that your item arrives in an unsatisfactory condition, or is damaged upon arrival, we will remedy the problem right away. Please send photos showing the problem, together with details of your order, to support@poshpawsandmogs.com.
Each case is different and depending on the circumstances and the severity of the damage we may offer a replacement order or a full refund. This is at the discretion of Posh Paws & Mogs.
Please also note that on occasion there may be slight colour/shade disparity between the colours of our items on different platforms eg: mobile phone or tablet due to tint and contrast differences. We aim to accurately display all of our products on our website as clearly as we can.
RETURN/REFUND SHIPPING COSTS:
All refunds are processed for the full amount paid for the item ordered however, please note that the shipping costs are non-refundable.
Please also note that you are responsible for the shipping costs for returning your item. We do not provide return labels at this time. For more information please contact support@poshpawsandmogs.com.
ADDRESS ERRORS
Please make sure to doublecheck your address when you are entering your details when you place your order. If you have entered the wrong address, moved or need to change a product size/style after your order has been shipped and you have received your shipping confirmation we will be unlikely to be able to accommodate you nor offer you a refund.
Please contact us as soon as possible if you notice you made a mistake or error so we can contact the warehouse.
Please note: In the circumstances that we are able to resend an order to you, you will be required to cover the re-shipping/restocking fee as necessary.
FORWARDED ADDRESSES
Please note that we can only cover issues surrounding delivery to the address provided when the order was made.
If you choose to forward the package to a new address once it has left us, you will need to cover the necessary redirection fees and locating the package with the postal service should it go missing. Please note that should you forward the address and cannot locate the package, we cannot issue a refund and it is unlikely will be able to send a replacement as such packages do not get returned to us. Please contact us as soon as possible so we can help as best we can at support@poshpawsandmogs.com
ORDERS MARKED AS DELIVERED BY DOMESTIC POSTAL SERVICE
If an item is marked as successfully delivered by the domestic postal service in your country (eg: USPS/Canada Post/AusPost etc.) to the correct address provided upon ordering, but has not successfully arrived to you, we will endeavour to resend a replacement order to you (this is left to the discretion of Posh Paws & Mogs) however in this specific scenario we cannot issue a refund. Please contact us as soon as possible so we can help at support@poshpawsandmogs.com. Each case is different so be sure to include all relevant information when contacting us.
DELAYED ORDERS
Please note that we aim to get all our orders to our customers within the timeframe outlined on our shipping information page.
Unfortunately, from time to time delays can occur. While we appreciate that this can be frustrating, we cannot cancel/refund orders that are trackable and still in transit. However, on occasion items do get mislaid or held up a substantially long time and we are 100% committed to resolving this fully on a case by case basis.
Each case is different, so if you have any concerns whatsoever with your order/the tracking number assigned to your order and wish to receive further information on any of the above please do not hesitate to contact us at support@poshpawsandmogs.com.
CLEARANCE & FINAL SALE ITEMS
Only regular priced items may be refunded. If an item has the ‘Clearance’ or ‘Final Sale’ disclaimer in the description it cannot be refunded unless it has been deemed to be defective.
WELCOME EMAIL COUPONS
As a thank you for shopping with us we regularly email welcome coupon codes for you to enjoy on our site. They are for use on your second order ONLY or any subsequent order made after that. Please note we CANNOT cancel your first order in order that you may use a welcome coupon code on an order made directly afterwards. You are free however to use a welcome coupon code as soon as you wish once your first order has been processed.