Shipping & Delivery
Where do you ship to?
We currently only ship to the United Kingdom and United States.
We’re working on expanding to more international destinations in the future.
Sign up to our newsletter to be the first to hear when international shipping becomes available.
Do you offer free shipping?
Our standard offer is free UK delivery on orders over £75. From time to time, we may run additional free-sipping promotions; any current offer will be shown on our website and applied at checkout.
How much does shipping cost?
Uk Standard Tracked delivery is £5.25 and free on orders over £75. UK Next Day Delivery is £6.50.
Shipping to the United States is calculated at checkout based on your order. Any promotional free-shipping offers will be clearly displayed on our website.
How long will my order take to arrive?
Orders are usually dispatched within 1-2 business days, Monday to Friday.
UK Standard Tracked delivery typically takes 3–5 business days after dispatch.
UK Next Day delivery typically takes 1-2 business days after dispatch.
US delivery times vary depending on the order and destination and will be shown at checkout. Delivery times may be longer during particularly busy periods or for pre-order items.
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.
If you use the Shop app, your order may also appear there so you follow its delivery.
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 hello@robynandreg.co.uk, 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?
Yes. We currently ship to the United States as well as throughout the United Kingdom. We’re working on expanding to more International destinations 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 hello@robynandreg.co.uk as soon as possible after placing your order.
Can I cancel my order?
If your order has not yet been dispatched, please contact us as soon as possible and we’ll do our best to cancel it. If your order has already been dispatched, you can still return eligible items in accordance with our Returns Policy and your statutory rights.
I entered the wrong shipping address. What should I do?
Please contact us immediately at hello@robynandreg.co.uk. 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 hello@robynandreg.co.uk.
What payment methods do you accept?
We accept all major debit and credit cards, as well as Klarna, Clearpay and Shop Pay where 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 hello@robynandreg.co.uk 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 hello@robynandreg.co.uk 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?
We offer a 30-day returns window from the date your order is delivered. Items should be returned in their original condition and, where possible, in their original packaging. This does not affect your statutory rights.
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 hello@robynandreg.co.uk 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 as soon as possible at hello@robynandreg.co.uk with photographs of the item and packaging so we can resolve the issue as quickly. Where possible, we recommend contacting us within 48 hours of delivery. This does not affect your statutory rights.
What if I receive the wrong item?
We'll put it right immediately!
Simply contact us at hello@robynandreg.co.uk 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 hello@robynandreg.co.uk 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 hello@robynandreg.co.uk 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. We’re currently exploring opportunities with independent pet retailers across the UK.
If you’re interested in stocking Robyn&Reg, please contact us at hello@robynandreg.co.uk or search for us on Faire.com
Pre-Orders
What is a pre-order?
A pre-order allows you to purchase your favourite Robyn&Reg products before they are avaible for normal dispatch. Payment is taken at the time of purchase to reserve your items.
When will my pre-order be dispatched?
We are currently aiming to dispatch pre-orders by the end of August 2026. If this changes, we’ll keep you updated by email.
Can I cancel my pre-order?
If your pre-order has not yet been dispatched, please contact us as soon as possible and we’ll arrange the cancellation. If it has already been dispatched, eligible items can be returned in accordance with our Returns policy and your statutory rights.
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 compare 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 two sizes, we generally recommend checking both the neck and chest measurements against our seize guide and choosing the size treat allows the best secure, comfortable fit. For harnesses, the chest measurement is particularly important. If you’re unsure, contact us at hello@robynandreg.co.uk and we’ll be happy to help you choose.
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 for everyday walks. However, no dog accessory is indestructible, and suitability will depend on your dog‘s size, strength and behaviour.
Always ensure the correct fit and inspect your dog's accessories regularly for signs of wear and damage.
Are your products waterproof?
Our products are water-resistant rather than fully waterproof. They’re designed for everyday adventures and can withstand light rain and splashes. We recommend avoiding prolonged exposure to water, particularly salt water, as this may affect the metal hardware. If the product does come into contact with salt water, rinse it with fresh water and allow it to air dry fully.