Frequently Asked Questions

Quick answers to common questions about Puplets collars and charms!

Orders & Purchasing

How do I place an order?

1. Choose your collar color and size
2. Select your free included charm
3. Add extra charms if you want (£3.99 each)
4. Add to cart and proceed to checkout
5. Enter delivery details and pay securely via Stripe

What payment methods do you accept?

We accept all major credit and debit cards through Stripe:

• Visa
• Mastercard
• American Express
• Apple Pay / Google Pay

Is it safe to use my card?

Yes! We use Stripe for payment processing - one of the world's most trusted payment platforms. We never see or store your full card details.

Can I change my order after placing it?

Before dispatch: Email us immediately at [your.email@puplets.co.uk] - we'll try to catch it!

After dispatch: You can return it when it arrives using our 14-day return policy.

Do you offer gift cards?

Not currently, but it's on our roadmap! For now, you could order and have it shipped to the recipient's address with a gift note (contact us to arrange).

Products

What are the collars made from?

Our collars are made from PVC coated nylon webbing - a durable, waterproof material that's:

• ✅ Waterproof & weatherproof
• ✅ Easy to clean (wipe with damp cloth)
• ✅ Doesn't absorb odors
• ✅ Won't crack or peel
• ✅ Vegan-friendly
• ✅ Available in vibrant colors that won't fade

Are the collars really waterproof?

Yes! Your dog can swim, play in puddles, get caught in rain - the collar stays waterproof and won't smell or deteriorate.

How do I clean the collar?

Super easy:

1. Wipe with a damp cloth
2. For stubborn dirt: mild soap + water
3. Rinse and dry with a towel
4. Done!

No machine washing needed (though it would survive it).

What's included with a collar?

Every collar includes:

• The adjustable PVC coated nylon webbing collar
• One free charm of your choice
• Secure hardware and D-ring

Extra charms are £3.99 each.

How many charms can I add?

We recommend:

• XS/S collars: 1-3 charms
• M collars: 1-4 charms

Too many charms can be heavy or uncomfortable for small dogs.

Can I buy just charms?

Yes! Individual charms are £3.99 each. They slide onto our collars but may fit other slide-charm compatible collars too.

What charm options are available?

We have 20 designs:

• Paws (white, black)
• Shapes (heart, star, bone, crown, diamond)
• Food (donut, pizza, taco, avocado, strawberry, watermelon)
• Nature (rainbow, butterfly, bee, sun, moon)
• Fun (ghost, lightning bolt)

See the full collection on our product pages.

Sizing & Fit

How do I know what size to order?

Measure your dog's neck where their collar sits:

• Wrap a soft tape measure around their neck
• Use the "two finger rule" (should fit two fingers between tape and neck)
• Check our Size Guide for measurements

What if I order the wrong size?

No problem! You have 14 days to return for a different size:

• See our Returns Policy
• Unused collars in original packaging
• We'll refund when we receive it
• Place a new order for the correct size

My dog is between sizes - which should I choose?

Always size up. A slightly loose collar can be adjusted tighter, but a too-small collar can't be made bigger.

Do the collars adjust?

Yes! Each size has an adjustable range:

• XS: 20-25cm
• S: 25-35cm
• M: 35-45cm

Shipping & Delivery

How much is shipping?

FREE! All orders ship free within the UK.

Where do you ship?

We currently ship to the United Kingdom only.

How long does delivery take?

3-7 business days for most locations (estimate, not guarantee)

Tracking information is provided when available.

Can I track my order?

Yes! You'll receive:

1. Order confirmation email (when you order)
2. Dispatch confirmation email (when we ship)
3. Tracking number (if available for your delivery method)

I haven't received my order

If it's been more than 7 business days:

1. Check your tracking (if provided)
2. Check with neighbors/safe places
3. Contact us at [your.email@puplets.co.uk]

We'll investigate and send replacement or refund if lost.

Returns & Refunds

Can I return my order?

Yes! You have 14 days from delivery to return items for any reason:

• Must be unused and in original packaging
• Return shipping cost is your responsibility (for change-of-mind returns)
• Full refund when we receive it

See our full Returns Policy.

How do I start a return?

Email [your.email@puplets.co.uk] with:

• Your order number
• What you want to return
• Reason (helps us improve)

We'll send you return instructions.

How long do refunds take?

• We process your return within 2 business days of receiving it
• Refund issued within 14 days
• Appears in your account 5-10 business days after issue (depending on your bank)

What if my item arrived damaged?

Contact us within 48 hours with:

• Photos of damage
• Your order number

We'll send a prepaid return label and either:

• Send a replacement, or
• Refund you immediately

Your choice!

Care & Maintenance

How do I attach/remove charms?

Our charms slide on and off the collar:

1. Unbuckle the collar
2. Slide charm onto the collar strap
3. Rebuckle

They stay in place when buckled but slide freely when unbuckled.

Will the colors fade?

No! PVC coated nylon webbing is colorfast and UV-resistant. Your vibrant collar stays vibrant.

How long will my collar last?

With proper care:

• Years! PVC coated nylon webbing is incredibly durable
• Won't crack, peel, or deteriorate like leather
• Outlasts traditional nylon collars

Can the collar go in the washing machine?

It would survive it, but it's not necessary! Just wipe clean with a damp cloth.

Safety

Are these collars safe for puppies?

Yes, but:

• ✅ Choose correct size (use our size guide)
• ✅ Check fit regularly as puppy grows
• ✅ Never leave unsupervised with collar on
• ✅ Size up when at maximum adjustment

Is PVC coated nylon webbing safe if chewed?

PVC coated nylon webbing is non-toxic, but collars are not chew toys. If your dog chews their collar:

• Supervise collar wearing
• Remove when unsupervised
• Replace if damaged

Should my dog wear the collar 24/7?

We recommend:

• ✅ During walks and supervised time
• ❌ Remove during sleep
• ❌ Remove during rough play with other dogs
• ❌ Remove if left home alone unsupervised

About Puplets

Where are you based?

We're a UK-based small business passionate about making quality, stylish accessories for dogs!

Contact: [Your business address]

Do you have a physical store?

We're online-only currently, which helps us keep prices low and shipping free!

Can I follow you on social media?

Yes! We'd love to see photos of your dog in their Puplets collar:

[Add links when ready]

• Instagram: @puplets
• Facebook: /puplets
• Tag us: #puplets

Do you offer wholesale?

Yes! For wholesale inquiries:

• Email: [wholesale@puplets.co.uk]
• Include your business details
• We'll send our wholesale pack

Still Have Questions?

Can't find your answer here?

Email us: [your.email@puplets.co.uk]
Response time: Usually within a few hours (1 business day maximum)

We're friendly and here to help!