FAQ's

How long will my order take to arrive?

We aim to ship within 14 days of receiving your order.

 

How will you send my order?

We send by Royal Mail so please allow a week for it to arrive

 

I need it for a particular date

It’s always best to check with us that we can meet your deadline before we start your order. Please tell us when you confirm your order if you have an urgent delivery date.

 

Can I pay for my order by bacs or bank transfer?

We can only accept orders by credit card at the time of ordering.

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I’ve changed my mind – can I cancel my order?

If your order hasn’t been processed, we may be able to offer a refund.  Please email us at hello@sixteenpaws.co.uk and we’ll let you know. There may be a small restocking charge payable. If your order has been processed, we cannot offer a refund.

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I have a question about my order after it has arrived

Please email us on hello@sixteenpaws.co.uk with your name and order number within 48 hours of receiving your order and we will be able to help you as quickly as possible.

 

Can I return my garment?

We brand everything to order, so we can’t accept returns unless the item is faulty.

 

What if my garment is faulty?

Please send us photos of the faulty garment within 48 hours of receiving it to hello@sixteenpaws.co.uk so we can arrange a replacement and return.

 

I’m not sure what size to order?

Please check the size guides on each product. If you have any further queries, please email us at hello@sixteenpaws.co.uk

 

Do the prices include VAT?

The prices shown include VAT, but this will be shown on your quote along with a grand total that includes VAT

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Why have I not heard of you before?

This is a new range for us, but our umbrella company Spectrum Merchandising Ltd has been around for 17 years with lots of good reviews!

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I’d prefer to speak to someone

Please ring us on 07456 490076

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How sustainable are you?

Where possible, our products are made from organic, recycled or recyclable fabrics. We have picked items that we hope that you’ll love your items and cherish them for a long time rather than just ending up in landfill. We buy and brand everything to order, so there is as little waste as possible.