Delivery & Postage

We aim to get your Dug Pog order to you as quickly and smoothly as possible.

UK Delivery

All orders are dispatched from the UK.

• Standard UK Delivery: 2–5 working days
• Processing Time: Orders are processed within 1–3 working days

Please note that during busy periods (such as launches or promotions), processing times may be slightly longer. We always do our best to keep you updated.

Postage Costs

Royal Mail 2nd class - £3.99

Incorrect Address

Please ensure your delivery address is correct at checkout. If an order is returned to us due to an incorrect or incomplete address, the customer will be responsible for any additional postage costs to resend the order.

Lost or Delayed Parcels

If your order hasn’t arrived within the expected timeframe, please contact us and we’ll do our best to help. While we cannot be responsible for delays outside of our control, we’ll always support you in resolving any issues.

Returns Policy

We hope you and your pup love your Dug Pog order. If something isn’t quite right, we’re here to help.

Returns & Exchanges

You have 14 days from the date of delivery to request a return or exchange.

To be eligible for a return:

• Items must be unused, unwashed, and in their original condition
• All original packaging must be included
• Items must be free from dog hair, marks, or odours

For hygiene reasons, we cannot accept returns on items that have been worn or used, unless the item is faulty.

Faulty or Damaged Items

If your item arrives faulty or damaged, please contact us within 48 hours of delivery with:

• Your order number
• A clear photo of the issue

We will always make this right with a replacement or refund where appropriate.

How to Request a Return

To start a return, please contact us at sophie@dugpog.com with your order number and reason for return. Once approved, you’ll receive instructions on how to send your item back.

Please note:

• Return postage costs are the responsibility of the customer.
• We recommend using a tracked service, as we cannot be responsible for items lost in transit

Refunds

Once your return has been received and inspected, we’ll notify you of the outcome.

Approved refunds will be processed to your original payment method within 5–10 working days.

Original shipping costs are non-refundable.