Frequently Asked Questions
Everything you might need to know about ordering from The Dog Free Club.
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Ordering
Are your products made to order?
Yes. Each item is produced especially for you after your order is placed. This helps us avoid holding unnecessary stock and creating unwanted products.
Because your order needs to be produced before it can be dispatched, it may take a little longer than buying something taken directly from a warehouse.
Can I change or cancel my order?
Contact us as soon as possible if you need to change or cancel an order. Orders can enter production quickly, so we cannot guarantee that changes will be possible once production has begun.
If your order has already entered production or been dispatched, please follow the instructions in our Returns Policy.
Will I receive an order confirmation?
Yes. You should receive an order confirmation shortly after completing checkout, followed by another email containing tracking information when your order has been dispatched.
If it has not arrived, check your junk or spam folder and make sure the email address entered at checkout is correct. Contact us if you still cannot find it.
Products and Sizing
How do I choose the right size?
Check our size guides for the relevant product before ordering. Measurements and fits can differ between products, so please do not assume that the same size will fit identically across the entire collection.
If you are between sizes or need help deciding, contact us before ordering.
How should I care for my clothing?
Always follow the specific care label inside the garment.
Will the product look exactly like the image?
We work to represent every product as accurately as possible. However, colours can appear slightly different depending on your screen, and small variations in print placement may occur because each item is produced individually.
Delivery
How long will my order take to arrive?
Most orders require approximately 2–5 working days for production before being dispatched. Delivery time then depends on the product, destination and shipping method.
You will see an estimated delivery window during checkout. These dates are estimates rather than guarantees, particularly during busy periods.
Where do you deliver?
We deliver to the countries available in the country selector and at checkout. Where possible, orders are fulfilled close to their destination, helping reduce delivery distances and avoid unnecessary international shipping.
The exact fulfilment location depends on product availability and cannot be guaranteed.
Will the product look exactly like the image?
We work to represent every product as accurately as possible. However, colours can appear slightly different depending on your screen, and small variations in print placement may occur because each item is produced individually.
How can I track my order?
Once your order has been dispatched, we’ll send you a shipping confirmation containing your tracking information.
Tracking can take up to 48 hours to begin updating after dispatch. If your estimated delivery date has passed and the tracking has not changed, contact us with your order number.
Will I have to pay customs or import charges?
International orders may be subject to customs duties, taxes or handling fees imposed by the destination country. Where these are not collected during checkout, the recipient is responsible for paying them.
We aim to fulfil orders close to their destination where possible, but this cannot be guaranteed.
Why have items from my order arrived separately?
Products may occasionally be produced or dispatched from different fulfilment locations. This means a single order can arrive in more than one parcel, potentially on different days.
You will receive tracking information for each shipment where available.
Returns and Problems
Can I return an item?
We accept returns of eligible items when you contact us within 14 days of delivery. Items must be unworn, unwashed and returned in their original condition.
Return rights can vary depending on where you live. If the laws in your country provide additional or longer rights, those rights will still apply.
Please contact us before returning anything so we can confirm eligibility and provide the correct return instructions. Unless the item is faulty, damaged or incorrect, you will normally be responsible for the return postage.
Please see our Returns Policy for full details. Your statutory rights are not affected.
What if my order is damaged, faulty or incorrect?
Please contact us and we’ll help resolve it. Include your order number, a description of the problem and clear photographs showing the item and issue.
Where possible, report damaged, defective, misprinted or incorrect items within 30 days of delivery. This helps us investigate the issue and raise it promptly with our fulfilment partner.
Once the issue has been reviewed, we’ll arrange an appropriate solution in accordance with your applicable consumer rights. This may include a replacement, repair or refund.
Please do not return or dispose of the item unless we ask you to. The requested 30-day reporting period does not limit any statutory rights you may have.
Still need a hand?
Send us a message and include your order number where relevant. I usually reply within 1-2 working days.