FREQUENTLY ASKED QUESTIONS
FAQ
1. Do you offer custom sizing for dog clothing?
Absolutely, we specialise in breeds such as Italian Greyhounds, Whippets, Greyhounds, Miniature Pinschers, Chinese Crested, Bedlington Terriers, Dachshunds, Poodles, Labradoodles, Maltipoos, Cavapoos, Cockapoos, Yorkshire Terriers, Chihuahuas, Jack Russell Terriers, French Bulldogs, Rhodesian Ridgebacks, and more.
2. How long will my order take to arrive?
All of our pieces are handmade in our studio. We sometimes have beds and travel mats in stock, and if we do, we’ll be in touch to confirm sizing before sending your order out.
When it comes to clothing, nearly everything is made bespoke. Once you place your order, we’ll reach out as soon as possible to ask for your dog’s measurements using our sizing guide. Production begins only after we’ve confirmed the details together. This process can take anywhere from a few days to a few weeks, depending on how quickly we’re able to finalise sizing.
Sometimes there’s a bit of back and forth if measurements look off or don’t quite match what we’d typically expect for your dog’s breed. We take this part seriously, as it helps us avoid returns and ensures a perfect fit. We appreciate your patience—perfection takes time, and we want your pup’s outfit to be just right.
3. How do I measure my dog for a custom fit
We provide detailed instructions on how to measure your pup accurately for custom sizing. You can find these instructions here.
4. I'm struggling to measure my pup, do you offer dog measuring?
Yes, we do! If you'd like to book an in-pup measuring session, our office is based in East London, just a 5-minute walk from Liverpool Station. Simply drop us an email or message us on Instagram @LEPUPLONDON to make a booking. We're happy to help!
5. What is your return policy for bespoke items
Due to their nature, the following items can't be returned or exchanged:
• Custom or personalised orders
6. Do you charge for returns
Yes, customers are responsible for return postage costs. If the item is not returned in its original condition, the buyer will be responsible for any loss in value. Please note that we are unable to refund shipping costs.
7. Are your dog clothes and bedding machine washable?
Yes, all of our dog clothes and bedding are machine washable. However, we recommend following the care instructions provided with each product to ensure longevity. You can also find care instructions on our product pages.
8. What are the shipping costs and delivery times within the UK?
All orders within the UK are shipped with full tracking via Royal Mail. We offer 48 Tracked shipping, which typically takes 2-3 working days for delivery.
9. Can i rush my order?
Yes, we offer rush processing for orders with an additional fee, along with next-day delivery options.
Please contact us for more information.
10. Do you allow refunds
We gladly accept returns and exchanges on non-bespoke items, just contact us within 7 days after receiving your order and post items back to us within 30 days of delivery. Items need to be unused and returned in their original condition. Buyers are responsible for any loss in value and cleaning fees.
11. Do you ship worldwide?
Yes, we offer international shipping. Please note, customers may be responsible for customs charges on international orders. Orders will be sent using Royal Mail International Tracked.
Below delivery times include processing time and delivery time:
Non-E.U:
5-14 business days
U.S.A, Canada & Oceania:
10-17 business days
United Arab Emirates:
14-21 business days
12. Do you ship to the EU?
Due to new regulations under the General Product Safety Regulation (GPSR), we have temporarily placed all orders to the EU on hold. We are actively working on adapting to these changes and hope to resume shipments as soon as possible. We apologise for any inconvenience and appreciate your understanding.
13. What if I'm not satisfied with the fit or design of my custom order?
Customer satisfaction is our top priority. If you're not completely satisfied with the fit or design of your custom order, please contact us, and we'll work with you to find a solution, whether it's alterations, exchanges, or refunds.
14. How long are LÈ PUP Gift Cards valid for
LÈ PUP Gift Cards are valid for one year from the date of purchase, ensuring ample time for your furry friend to find the perfect treat!