Returns & Refunds

At Lucky Paws, we want you to be completely satisfied with your purchase. That’s why we offer a 30-day return policy for all items, unless that item has been personalised / embroidered. Items which have been personalised unfortunately are not returnable. Sale items and gift cards are also non-returnable.

To be eligible for a return, items must be unused, unworn and unwashed, with all original tags attached and in their original packaging.

How to Return an Item

To ensure a smooth returns process, please follow these steps:

• You'll find a returns form inside your delivery parcel. Please complete and include this form inside your return package. Please also mark the reason for your return on the form. If you no longer have this form, please print the form here (download), complete and include it inside your return package.
• Mark your return package as “LUCKY PAWS RETURNED GOODS.”
• You are responsible for arranging and covering the cost of return postage.
• Please retain proof of postage for all returns. We recommend using recorded delivery to ensure the return is tracked and to protect yourself against loss. We won’t be able to process your refund if we don’t receive the item.

Return Address:

Lucky Paws RETURNS
Core Fulfilment
Units 1-3 Orion Park
Orion Way
Crewe, CW1 6NG
UK

Once we receive and inspect your returned item, we will notify you. This process typically takes up to 5 working days.

If your return is approved, we will issue a refund to your original payment method. Please allow up to 10 business days for the funds to appear in your account. Delivery fees are non-refundable and will be deducted from the refund amount.

For any questions regarding returns, please contact us at info@luckypawsuk.com or use our contact us form.

 

Exchanges: Need a Different Size or Colour?

Unfortunately, we do not offer direct exchanges. If you need a different size or colour, please return your item following the instructions above. Once your return is approved, simply place a new order for your preferred size or colour.

Faulty or Damaged Items

Upon receipt of your order please check the item and if you discover an issue please reach out to us at info@luckypawsuk.com before returning it so we can resolve this for you as soon as possible.

• If we confirm that the item is genuinely faulty and you would like a replacement, we will dispatch it within three working days.
• If you prefer to return the faulty item, you will receive a full refund, including the original delivery fee and return postage.
• Refunds for faulty items will be processed within 10 working days of receipt of the item.

 

Who Covers the Return Postage?

• Unless the reason for the return is that the item is faulty or defective, you are responsible for covering the return cost.
• If the item is faulty or defective, we will cover the return postage. Please reach out to us first at info@luckypawsuk.com to review the problem before arranging to return it.

 

Checking the Status of Your Return

If you have not received a refund confirmation within 10 working days of us confirming receipt of your return, please contact us at info@luckypawsuk.com or use our contact us form.