We have created a list of our most frequently asked questions from our lovely customers and provided you with our answers, to assist you quickly with any queries you may have!
I am not sure what size collar / harness / coat to get for my dog, what size would you recommend?
To get the best fitting product for your dog, you will need to get the correct measurements from your dog.Then you will be able to compare these to our size measurements. It is important to do this to ensure the product fits well and is comfortable for your dog, so please take the time to do this before making your purchase.
We do have breed guidelines on some our products, but this is just as a rough guide and may not be right for your dog, as all dogs are different even within the same breeds!
Neck: Measure right around the neck, allowing enough room to slide 2 fingers in for comfort.
Length: Measure from the base of the neck (where the collar would sit) to the base of the tail along the dog's backbone.
Chest: Measure right around the body around the deepest part of your dog's chest, usually just behind the dog's front legs.M&H Top Tip: If you do not have a suitable tape measure, use a piece of string (or similar) and measure this against a measuring tape/ruler.
Can I return my order for an exchange/refund?
Yes you can! We appreciate that sometimes it can be hard to know which size/style will be best for your dog, so if you receive your order and it’s not quite right, then you can send the item back to us for an exchange/ refund within 28 days of placing the order.
The product(s) will need to be in their original, non-used condition and you will please need to include a note of your order number, name and what you would like to exchange for. We strongly recommend you send any returns on a tracked service and that it is well packaged.
If you want to exchange and need to size up, an additional payment may need to be made. We will be in touch if this is the case.
Do I need to return my order in its original packaging?
No you don’t need to send it back in the Mutts & Hounds packaging, but it does need to be in its original condition and packaged well, so that is protected in transit. We do not take responsibility of any returns damaged in transit.
Can I get my order delivered on a next day service?
Yes! We dispatch all our next day orders with DPD. Next day orders must be received by 12pm Monday – Thursday in order to be delivered the following day.
Do you ship internationally?
Yes we do! Shipping rates and options are calculated at the checkout, based on the dimensions and weight of your shipment, and the shipping address. To find out how much shipping will cost, please add the desired products to your cart and complete the checkout process. If you have any problems, please contact email@example.com
I live in Europe, will i need to pay import taxes to receive my parcel?
If you order Products from our site for delivery to one of the International Delivery Destinations (including Europe), your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount.
You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.
Do any of your coats have a D ring to attach a lead to?
Unfortunately, we are not able to sew a D ring on the coats, as they have been designed as a garment for a dog to wear to keep warm and dry and not as a supportive garment, that a lead can connect to like a harness. We don’t put buttonholes in them as all dogs are different sizes, therefore it would need to be in different places for different dogs. Due to this we cannot offer this service. It can be worn with a collar and lead or if that is not suitable for your dog, some of our customers will put a harness on top of the coat or will find a seamstress to sew a buttonhole in the correct place for your dog’s harness loop to go through.
Can i return a bespoke or personalised product ?
I am afraid we are unable to refund or exchange any bespoke or personalised items, as they are made especially for you.
What style dog bed should i get for my dog?
We currently have three styles of dog bed, there is the Pillow Bed, Boxy Bed and Donut Bed. The Pillow Bed comes in two sizes and is a rectangle shape. It is great for dogs who like to stretch and sprawl out when they sleep. The cover is also removable for easy washing.
Then we have the Donut Bed, which comes in 4 sizes and is a circular shape with cushion sides and is great for dogs who like to curl up.
Lastly, there is the Boxy Bed, it comes in 2 sizes and is a great mix of the both. It has squidgy sizes, and has a removable inner cushion, which is great to remove and pop in the wash for a quick refresh.
We would also recommend measuring your dog's approx length whilst she/he is lying down and compare this to our bed sizes to see roughly which bed might be suitable.
How can I find out when new products are launched?
We recommend signing up to our newsletter, this way you will be first to know when any new products are released, any sales and everything else Mutts & Hounds! Also sign up and you will receive a discount code, so it’s a win, win really! If you're on social media, make sure to give us a follow!
I would like to purchase an item that is sold out, can I be notified when it is back in stock?
Yes, we have now added a feature to our website so you can receive a notification when the product is restocked. Just press the 'Notify me when available' button which is on the product page under the sold out sign. You will need to enter your email address so they can contact you when it is available.
Do you provide extra loops for the dog collars?
Yes we do! Using off cuts from the leather used to make our collars, we have had extra matching leather loops made. They slide on to the dog’s collar and are used to hold back any extra collar, so there is no excess leather poking out whilst your dog it wearing it. They are usually only needed when a dog uses the first hole of some of the collars. If you are in need of any, just email firstname.lastname@example.org and our customer service team will be able to help you with this.
I have an issue with my order, who can I contact?
Our lovely customer service team are always on hand to help with any queries, so if you have a problem, let us know and we will do our best to solve the issue.
I’m not sure what fabric dog bed will go well in my home, am I able to get fabric swatches?
Yes! We have sample section on our website dedicated to just this! We know it can be a big decision on which dog bed you purchase, so we have made it easier for you by offering you a fabric swatch service, so you can see which colour/pattern will be best! Our fabric samples are planet friendly as we use the ends of fabric rolls and off-cuts.
For any other queries please contact us on 0345 646 1221 or at email@example.com