We occasionally offer promotional discounts. Sign up for our newsletter to stay informed. We also have a loyalty program for returning customers.

Please check you've entered it correctly and that the code is valid within the set timeframe.

Codes need a £35+ cart value, aren't valid on sale or custom items and some codes can only be used once per customer.

If it's still not working and these conditions are met, continue this chat to be connected with a colleague, email thestudio@thestatelyhound.com, or call 01227 287766 for help.

We ship from multiple locations across the UK to ensure efficient delivery. Our main studio, where many of our products are designed and packaged, is located in Whitstable, Kent. This network of shipping points helps us provide prompt and reliable service to all our customers.

If you require your order on an urgent basis, please contact us directly to assist with expediting your order. You can reach us via email, use our chat feature on the website, or call us at 01227 287766. We will do our best to accommodate your needs and ensure a swift delivery.

Shipping times and costs vary based on location and chosen shipping method. Please note that shipping times are irrespective of the time we need to make and package your order. As some of our items are handmade to order, please allow 1-3 days prior to shipping. Estimated delivery times and costs are provided at checkout/product pages.

Yes, we offer free standard tracked shipping for UK orders of £75 and over. This service typically takes 3-5 working days after dispatch. However, please note that this offer does not apply to large items like our nest beds due to their significant weight and size. We aim to provide efficient and cost-effective shipping options, ensuring your items arrive safely and promptly.

Yes, we ship internationally. Please note, international customers are responsible for any custom fees or duties.

Yes, once your order is dispatched, you will receive a tracking number via email to monitor the delivery status. Additionally, you can track your order through your account on our website or by using our chat feature for real-time updates.

Quick Summary:

• 28 days for returns, excluding personalised/custom items.

• No online exchanges – please place a new order for different size/colour.

• Eligibility: Items must be unused, in original condition & packaging.

• Contact us first: thestudio@thestatelyhound.com

Click here to view refund and exchange policy.

We encourage you to review our Product Care Guide for proper maintenance of The Stately Hound products.

Under the Consumer Rights Act 2015, if any item is found to be faulty within 30 days of receipt, we will offer a refund, exchange, or repair. This aligns with your statutory right to receive goods of satisfactory quality, fit for purpose, and as described. Beyond 30 days and up to six months, if the fault is due to a manufacturing defect and not just normal wear and tear, we will offer an exchange or repair.

Please understand that we cannot be responsible for items misused or not cared for as per our instructions. To address any faults within this period, contact us at thestudio@thestatelyhound.com with a picture of the issue and your order number.

We are dedicated to providing the best solution. For additional support, you may also call us. Note that we do not offer extended warranties beyond these statutory rights.

Our customer service team is readily available to assist you. You can reach us through our chat feature between 10 AM and 4 PM, Monday to Friday. Occasionally, we're also available outside these hours and during weekends. For email support, contact us at thestudio@thestatelyhound.com; we strive to respond within 48 hours. If you need immediate assistance, especially for urgent matters, feel free to call us at 01227 287766 within our working hours. We're committed to providing you with timely and helpful support.

Choosing the right details for your dog's ID tag is essential and a legal requirement in the UK. Under the Control of Dogs Order 1992, all dogs in public must have an ID with the owner's name and address. This rule predates GPS technology but remains crucial for your pet’s safety.

Your dog's ID tag should have the following:

• Your Name (e.g., "A Barker")
• Your Address (e.g., "52 Woof Street, PAW 01S")
• Optionally, your Phone Number (e.g., "07010 123456")

While including your phone number isn’t mandated by law, we strongly recommend it for quick contact, especially in the smartphone era. Here are two examples for clarity:

Example 1:
A Barker
52 / PAW 01S
07010 123456 (optional)

Example 2:
A Barker
52 Woof Street
PAW 01S
07010 123456 (optional)

An up-to-date ID tag is a simple yet effective way to ensure your dog’s safety and compliance with UK laws.

Deciding to include your pet’s name on their ID tag is a matter of personal preference. Some pet owners find that having the pet's name on the tag can create a bond and aid in identification. However, others choose not to for security reasons, fearing that it might make their pet a target for theft.

Instead of the pet's name, you can use phrases or information that could help in case your pet gets lost. Here are some alternatives that many of our customers find effective:

• "Beloved Companion"
• "Call my Humans! I'm Chipped"
• "I'm Deaf"
• "Lost Dog"
• "Microchipped"
• "Needs Meds"

Additionally, including a phone number or your surname can be a safe and efficient way to ensure your pet is returned to you if they wander off. Remember, the key is to provide sufficient information for someone to contact you, while considering the safety and well-being of your furry friend.

Selecting the appropriate size for your dog's name tag depends on your dog's size, breed, and your preferences. Smaller tags around 20mm are generally suitable for cats, small dog breeds, or puppies.

For medium-sized dogs, a 25mm tag is often ideal. Larger breeds might need a 30mm tag to ensure the information is visible and legible.

It's important to consider the amount of space required for all the necessary details. The goal is to choose a tag size that ensures all identification information is clear and easily readable, providing peace of mind about your dog's safety.

Yes, in most cases, we are capable of engraving in various languages. If you need an item engraved in a specific language or font, please don't hesitate to reach out to us.

You can contact us through our chat feature or send us an email thestudio@thestatelyhound.com, and we'll be more than happy to assist you with your personalized engraving needs.

Yes, we offer mockups for custom engraved items at a fee of £5. This service allows you to preview and approve the design before we proceed with the actual engraving. It's particularly beneficial for unique or complex designs, or when using different languages and fonts.

Please note that after the initial mockup is sent, we can only offer one revision. To request a mockup, reach out to us via chat or email, and our team will guide you through the process.