Terms & Conditions

This website is operated by Lollypaw London, an independent UK-based dog accessories brand. You can contact us at hello@lollypawlondon.com.

You may use this website for lawful, personal shopping. You must not misuse the website, interfere with its operation, attempt unauthorised access, or use its content for a commercial purpose without permission.

We may update, suspend or withdraw parts of the website when reasonably necessary. We aim to keep information accurate and the website available, but cannot promise uninterrupted or error-free access.

We take reasonable care to describe and photograph products accurately. Colours may look slightly different because of lighting, photography and individual screen settings. Measurements are approximate unless stated otherwise.

Please check the product information and size guide before ordering. Availability and product information may change. Nothing in these terms excludes your rights if a product is not as described, of satisfactory quality or fit for its stated purpose.

Prices are shown in pounds sterling. Delivery charges are shown separately before payment and depend on the delivery country and order value. We take payment through our secure payment provider, Stripe. Your order will not be dispatched until payment has been authorised.

If a price or product detail is clearly incorrect, we may contact you before accepting the order. You may confirm the order at the correct price or cancel it for a full refund.

Submitting an order is an offer to buy the items in your basket. An automated acknowledgement confirms that we received it; it does not necessarily mean we have accepted it. A contract is formed when we confirm acceptance or dispatch your order.

We may decline or cancel an order if an item is unavailable, payment cannot be authorised, delivery restrictions apply, or we reasonably suspect fraud or misuse. If payment has already been taken, we will refund it.

Current delivery regions, charges and the free-delivery threshold are set out on our Delivery & Returns page and confirmed at checkout. Please provide a complete, accurate delivery address.

Any delivery estimate is an estimate rather than a guaranteed date. We will contact you if we become aware of a significant delay. Risk passes to you when the goods are delivered to you or a person you identify; ownership passes once full payment is received.

We deliver to the countries available in our checkout. International orders may be subject to customs duties, import taxes, handling fees or other local charges. These are not included in our prices or delivery charge and, where applicable, are the customer's responsibility. Customs processes may also delay delivery.

UK consumers generally have a legal right to cancel an online purchase within 14 days after receiving it, subject to statutory exceptions. To cancel, email us clearly stating your decision and include your order number. After telling us, you must return the goods within the period required by law. Our practical return instructions are on the Delivery & Returns page.

Unless an item is faulty, incorrect or otherwise not as required by law, you are responsible for returning it and for reasonable return postage costs. Please take reasonable care of products while they are with you. We may make a lawful deduction if handling has reduced their value beyond what is necessary to inspect them.

Approved refunds are made to the original payment method. Standard outbound delivery may be refundable where required by law; any extra cost for an enhanced delivery service is not refundable. Nothing here limits rights available under the Consumer Rights Act 2015 or Consumer Contracts Regulations 2013.

If an item is faulty, damaged or incorrect, contact hello@lollypawlondon.com with your order number and, where helpful, a photograph. We will offer the remedy required by applicable consumer law. Do not return an item before receiving our return instructions.

Promotions apply only during the stated period and on the stated terms. Codes must be entered at checkout, cannot be exchanged for cash and may not be combined unless we say otherwise. We may refuse or withdraw a promotion where it has expired, is used contrary to its terms, or is affected by a genuine technical or pricing error. This does not affect an order already accepted.

A complimentary gift may be included with an order while available. Gifts may vary, have no cash alternative and do not increase the order value for refund purposes. A missing complimentary gift does not affect your rights in relation to purchased products.

The website, brand, logo, photography, text and other content belong to us or are used with permission and are protected by intellectual property law. You may view the site and retain order information for personal use, but may not copy, publish, sell or commercially exploit the content without written permission.

We are responsible for foreseeable loss or damage caused by our breach of these terms or failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable, for business losses suffered by a consumer, or for loss caused by inaccurate information you provide.

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights.

We are not responsible for delay or failure caused by events outside our reasonable control. We will take reasonable steps to minimise the effect and keep you informed. If a substantial delay occurs, you may have the right to cancel and receive a refund for goods not received.

We handle personal information as described in our Privacy Policy and use cookies and similar storage as explained in our Cookie Policy.

We may update these terms when our services, legal obligations or business practices change. The terms in force when your order is accepted will apply to that order.

These terms are governed by the law of England and Wales. If you are a consumer elsewhere in the UK, you may also bring proceedings in the courts where you live and retain any mandatory protections of your local law.

Questions about these terms or an order can be sent to hello@lollypawlondon.com. You can also use our contact form.

Last updated: 27 September 2026.