Terms of Service

Welcome to SupperPug. We make personalised gifts and other products with care. These terms explain what to expect when you order from our website. 🐾

Orders and payment

Prices are shown in pounds sterling. Any delivery charge and the final order total will be displayed at checkout before you pay.

Your order is confirmed after payment has been accepted. If we need more information to make a personalised item, we’ll contact you using the details provided with your order.

Personalised products

Please check names, dates, photos and other personalisation details carefully before placing your order. We use the information you provide to make your item.

Because personalised products are made to your instructions, they cannot be returned simply because you have changed your mind. If an item is faulty, damaged or not as described, please contact us so we can put it right.

Dispatch and delivery

We aim to prepare and dispatch orders within 24 hours of receiving payment, on working days. Orders placed before 12:00 noon UK time may be dispatched the same day; orders placed later will usually be dispatched on the next working day. Larger or more complex orders may take longer to make.

UK delivery is free on orders over £25. For orders of £25 or less, standard delivery is currently £2.85 for a Large Letter or £3.65 for a Parcel. These charges are correct as of autumn 2026 and may change. The final delivery charge and any faster options will be shown at checkout.

Royal Mail 2nd Class usually takes 2–3 working days after dispatch, but delays can occur. If your order has not arrived 7 working days after dispatch, please contact us. We’ll look into it and discuss a replacement or refund with you.

Full details are available in our Shipping Policy.

Returns and refunds

For non-personalised items, contact us within 30 days of delivery if you have changed your mind and would like to arrange a return. We’ll provide return instructions; please send the item back within 14 days of contacting us.

Customers pay the return postage for change-of-mind returns. Where applicable, refunds include the cost of the standard delivery paid when the order was placed.

If an item arrives damaged or faulty, email us with your order number and, where possible, photos of the item and its packaging. We’ll help arrange a suitable replacement or refund. This applies to personalised items too. If a return is needed for a faulty or incorrectly supplied item, we’ll cover reasonable return postage.

Full details are available in our Refund Policy. Nothing in these terms affects your statutory consumer rights.

Product information

We try to describe and photograph our products accurately. Colours may look slightly different depending on your screen and lighting. Small variations may also occur in items made or finished by hand.

Please read the individual product description before ordering for its materials, size and personalisation requirements.

Privacy

We use the information you provide to process your order, make your products, arrange delivery and communicate with you. Please see our Privacy Policy for details of how your information is handled.

Website content

The SupperPug name and content we have created for this website, including our original photographs, descriptions and designs, may not be copied or reused without permission. This does not apply to content owned by others or to photos and designs you provide for your own order.

Contact us

If you have a question about your order or these terms, email info@supperpug.co.uk. Please include your order number if your enquiry concerns a purchase.