Returns & Refunds

We hope you’ll be happy with your SupperPug order. If something isn’t right, please email us at info@supperpug.co.uk and we’ll help. 🐾

Your order hasn’t arrived

If your order hasn’t arrived 7 working days after dispatch, please get in touch. We’ll look into it with you and discuss whether you would prefer a replacement or a refund.

Your item arrived damaged or faulty

Please email us with your order number and a few photos showing the item and, where possible, the Royal Mail envelope or parcel packaging it arrived in. This helps us understand what happened and put things right.

We’ll discuss the issue with you and arrange a replacement or refund, as appropriate. This applies to personalised items too. If we need you to return a faulty or incorrectly supplied item, we’ll cover reasonable return postage.

You’ve changed your mind

For non-personalised items, please contact us within 30 days of delivery if you would like to arrange a return. We’ll provide the return address and instructions. Please send the item back within 14 days of letting us know.

You are responsible for the cost of return postage when you return an item because you have changed your mind. Once we receive the return, we’ll process your refund. Where applicable, this includes the cost of standard delivery you paid when placing the order.

Personalised items are made specifically to your instructions, so we cannot accept a change-of-mind return for them. This does not affect your rights if an item is faulty, damaged or not as described.

How to contact us

The best way to reach us is by email at info@supperpug.co.uk. Please include your order number so we can help you as quickly as possible.

Thank you for supporting SupperPug. Every order matters to us. ❤️