Terms of service

Shipping

I aim to ship items within 1-4 weeks; however this may take longer during peak seasons due to all of my items being made to order. An up to date processing time is kept on our home page, available to see before the time of purchase. Please refer to the heading “Processing Information” further down for more information on how long an order usually takes to ship.

Shipping times vary country to country. Inland, shipping usually takes 2-3 working days. Europe usually takes 3-5 working days. Overseas usually takes 5-7 working days.

All our international orders are sent Royal Mail tracked, and inland are sent First Class recorded delivery to ensure they reach your door. Please note that a small number of international countries do not offer a tracking service. Parcels shipped to these countries are shipped recorded delivery, meaning they are tracked until they leave the UK. Delivery is then recorded, the time, date, recipient and location are all logged in at this time. This allows us to see that the parcel has arrived safely. Please feel free to contact before placing your order to see if your country is one without full tracking. Other couriers can be requested, however, these can vary in price and are usually (at a minimum) twice the fee to ship fully tracked.

UK Shipping – If your purchase has not arrived after 15 days after posting, please contact us and we will aim to resolve the problem. If the buyer does not contact the shop about any missing items promptly after the 15 days, items are not legible for refund or replacement. For international orders, this period of time is 45 days. Orders must not be located via tracking to be considered lost.

What happens if my items are late?

Please contact to let us know. We will do our best to locate the items, and take appropriate action for the situation. If an order could not be delivered to the address provided, and a redelivery not organised by the buyer, then an item will be returned to sender. Redeliveries are to be arranged between the buyer and the local courier. Once returned, the buyer will have the option of a resend (at the buyers expense), or a refund minus the initial shipping costs. If the order is showing as delivered but you have not received it, it is the buyers responsibility to contact the local courier service to locate the item using the tracking provided at the time of shipping.

LOKO Pet Apparel does not take any responsibility for a delayed shipping time, or error with delivery, as this is out of our control and down to the courier providing their service.

Import Duties and Customs

Overseas countries may be subject to VAT and customs duties once the package reaches its destination. You will be responsible for payment of such import duties and taxes. It is the buyers responsibility to be aware of potential customs fees and VAT that may be owed on a parcel, as this information will vary between countries.

LOKO Pet Apparel is not responsible for any changes in currency value or conversion rates that your bank or credit card company may use when charging in your country’s currency.

If you have any further questions regarding VAT and customer duties, please contact your local customs office for more information.

Refunds and Exchanges

There is no return or exchange for items that have been wrongly measured or ordered, so please ensure that you have measured your dog accurately. If measured properly and according to our guidelines, the items will have an appropriate fit.

Due to the majority of our items being custom orders in the size and colour/style requested, we do not offer refunds or exchanges on any of these items, unless it is proven that an error has been made on the part of the shop. If you have received your item and find there is an issue with it, please contact us and we will do our best to resolve any issues. All our items are quality checked and recorded before they are sent.

Returns or exchanges are available on non-custom orders, where the item has not been worn, used, damaged, washed or soiled, and is shipped within 7 days after receiving. Items must be in the condition they were sent. Replacement items will not be sent or refunds given until the return item is received. Refunds on postage will not be provided. Returns of these items will be at the buyers expense, including any customs fees due. Any return parcels with customs fees owed will not be accepted, and will therefore be sent back to you, and the order will not be refunded.

Should your order become lost in transit, we aim to either refund you the cost of your order, or send out replacement items as soon as possible after the appropriate period of time, or course of action has been taken to recover the parcel.

A shipment is not considered lost until 21 working days after the aimed delivery time for Europe, and 28 working days after the aimed delivery time for international orders. Until this time, an order is considered to be still in transit, therefore we can not offer refunds or replacements with the possibility that they are to yet reach you. In these circumstances, we ask for your patience and understanding that this is due to the postal service and is out of it control until these times have passed.

Cancellations

We accept cancellations on orders providing that we have been notified promptly and your order has not yet been started.

We also have the right to refuse any orders that we are not able to complete, and where we feel that it would be best i.e., rude and/abusive correspondence from the buyer, or where there has been a failure to supply sufficient information regarding your order. Emails of this nature may also NOT be responded to.

Processing Information

Processing time varies depending on the season. During our peak times, processing can be up to approximately 6 weeks. Please keep this in mind when ordering for a young dog that is still growing.

We always work as hard as we can to get your order out to you as quickly as we can, but please be patient and keep in mind that all items are made to order. We do not keep any stock, so processing times will be longer in Autumn/Winter, and if you have a larger order placed.

Some items take longer to make than others, so please allow extra time if you have multiple items, such as coats, double onesies and dinosaurs. Processing times are listed on our home page. The processing times for your order will be the same as listed at the time of purchase.