Shipping & Delivery
Where do you ship to?
We currently only ship throughout the United Kingdom, with plans to expand internationally in the future.
Sign up to our newsletter to be the first to hear when international shipping becomes available.
Do you offer free shipping?
We currently offer free standard UK delivery (2-3 business days) on all orders over £55.
How much does shipping cost?
Shipping costs are calculated at checkout based on your order and delivery option. Any free shipping offers will be clearly displayed on our website.
How long will my order take to arrive?
Standard UK delivery typically takes 2–4 business days after dispatch.
Next Day delivery usually takes 1-2 business days post dispatch.
Delivery times may vary during busy periods or for pre-orders.
When will my order be dispatched?
Orders are usually dispatched within 1–2 business days.
During launches, promotions or pre-order periods, dispatch may take a little longer, but we'll always keep you updated.
Will I receive tracking information?
Yes!
As soon as your order has been dispatched, you'll receive an email with your tracking details so you can follow its journey.
It is more accurate especially if you have a Shop account.
Why hasn't my tracking updated?
Tracking information can sometimes take up to 24 hours to update after your parcel has been collected by the courier. If there's still no update after this time, please get in touch and we'll be happy to help.
My order hasn't arrived. What should I do?
If your order is taking longer than expected, please check your tracking information first. If you still need help, contact our team at robynandregpetwear@gmail.com, and we'll investigate your delivery as quickly as possible.
Can I ship to a different address that isn't my billing address?
Absolutely! Simply enter your preferred delivery address during checkout.
Do you ship internationally?
Not just yet, but international shipping is something we're excited to introduce in the future.
Orders & Payment
Can I change my order after placing it?
If your order hasn't been packed or dispatched, we'll do our best to help. Please contact us at robynandregpetwear@gmail.com as soon as possible after placing your order.
Can I cancel my order?
Orders can only be cancelled before they've been dispatched. Once your order has left us, it will need to be returned in accordance with our Returns Policy.
I entered the wrong shipping address. What should I do?
Please contact us immediately. If your order hasn't been dispatched, we'll update your delivery address wherever possible.
How do I know my order has been confirmed?
You'll receive an order confirmation email shortly after your purchase.
If you haven't received one, please check your spam folder or get in touch at robynandregpetwear@gmail.com.
What payment methods do you accept?
We accept all major debit and credit cards, along with a range of secure payment options available at checkout.
Is my payment secure?
Yes. All payments are processed securely using encrypted payment systems to protect your information.
Can I use more than one discount code?
Only one discount code can be used per order unless otherwise stated.
Can I purchase a gift for someone else?
Of course! Simply enter the recipient's name and delivery address during checkout.
Can I add items to my order after it's been placed?
Unfortunately, once an order has been placed we can't guarantee changes can be made. If you'd like to add something, contact us at robynandregpetwear@gmail.com straight away and we'll do our best to help.
Returns & Exchanges
What is your returns policy?
You have 30 days from delivery to return any unused, unworn item in its original condition for a full refund or exchange.
Items must be unused, unwashed, and in their original packaging with tags attached. Please try items on your dog without letting them wear them "out and about" until you're sure of fit.
Proof of purchase (order number or confirmation email) is required.
How do I start a return?
Simply contact us at robynandregpetwear@gmail.com with your order number and we'll guide you through the returns process.
Or if you have opened an account with us you can login, click "Return items" and submit a request.
How long do I have to return my order?
Items must be returned within 30 days of ordering. Please ensure they are unused and returned in their original packaging.
Can I exchange for a different size?
Yes, subject to stock availability.
Can I exchange for another colour?
Absolutely! If the colour you'd like is available and in stock, we'll happily exchange it for you!
When will I receive my refund?
Once we've received and inspected your return, refunds are typically processed within 5–10 business days.
Do I have to pay for return shipping?
If you're returning an item because you've changed your mind, return postage is at your own cost.
If the item is faulty, damaged, or incorrect, we'll cover return postage, contact us first at robynandregpetwear@gmail.com for instructions before sending anything back.
What if my item arrives damaged?
We're so sorry if this has happened to you!
Please contact us at robynandregpetwear@gmail.com within 48 hours of delivery with photographs of the item and packaging so we can resolve the issue as quickly as possible.
What if I receive the wrong item?
We'll put it right immediately!
Simply contact us at robynandregpetwear@gmail.com with your order number and we'll arrange the correct replacement.
What if my product develops a fault?
If you believe your product has developed a manufacturing fault after your first 30 days , please contact us at robynandregpetwear@gmail.com with photographs and your order details.
We'll assess the issue and work with you to find the best solution.
Can I return a Bundle/Full Set?
Yes. Please refer to our Returns Policy for details on returning individual bundle items.
Can I return a pre-order?
Yes. Pre-order items can be returned in line with our standard Returns Policy, and you have 30-days to do so once you have recieved your order.
Contact
How can I contact you?
The quickest way to reach us is via email at robynandregpetwear@gmail.com or via our contact us page.
We'll always do our best to get back to you as quickly as possible.
How quickly do you reply?
We aim to respond to all enquiries within 1–2 working days.
Do you have a phone number?
At the moment, we offer customer support via email to ensure every enquiry receives the attention it deserves.
Do you have a physical store?
Not currently.
Robyn&Reg is an online store only, with the hopes of being stocked in multiple pet stores across the UK soon.
If you would like to stock our products in your own store please contact us at robynandregpetwear@gmail.com or search for us on Faire.com
Pre-Orders
What is a pre-order?
A pre-order allows you to purchase your favourite products before they're live for general sale!
You have to be singed up to our mailing list to receive the password for early access.
When will my pre-order be dispatched?
We are aiming for the end of August 2026 for Pre-Order sipatch, but each product page will display an estimated dispatch date.
If anything changes, we'll keep you informed by email.
Can I cancel my pre-order?
Yes, provided your order hasn't been dispatched.
Will I be charged immediately?
Yes.
Payment is taken at the time your pre-order is purchased to reserve your items.
What happens if my dispatch date changes?
We'll always keep you updated via email should there be any changes to your estimated dispatch date.
Sizing & Fit
How do I know which size to order?
Every product includes a detailed size guide. We recommend measuring your dog's neck and chest before ordering and comparing these measurements with our size chart rather than relying on breed alone.
My dog is between two sizes. Which should I choose?
If your dog falls between sizes, we generally recommend choosing the larger size for a more comfortable fit, especially for growing dogs or those with thicker coats.
Which breeds are your products suitable for?
Our products are suitable for a wide range of breeds, from smaller dogs to larger breeds. We always recommend using our measurements rather than breed recommendations, as every dog is different.
How should I care for my products?
Hand wash using mild soap and lukewarm water, then leave to air dry flat.
Can puppies wear Robyn&Reg products?
Yes. As long as your puppy fits within our size guide, they can wear our products.
Just remember they'll grow quickly, so regular fit checks are important.
Are your products suitable for strong pullers?
Our products are made using durable strong materials and quality hardware, but no dog accessory is indestructible.
Always inspect your dog's accessories regularly.
Are your products waterproof?
Our products are designed for everyday adventures and can withstand light rain and water, but can not be worn in sea water as this affects the metal hardware.