Frequently Asked Questions
Delivery
How long does delivery take? Most orders arrive within 5–8 working days, and many sooner — all our products ship from UK stock. You'll receive a tracking link by email as soon as your order ships.
How much is delivery? Free on orders over £50. Below that, standard delivery is £7 — or upgrade to Express for £10.
Do you deliver everywhere in the UK? Yes — England, Scotland, Wales and Northern Ireland. Highlands and islands may take a day or two longer.
Returns & refunds
Can I return something if I change my mind? We don't offer change-of-mind returns or exchanges — please check sizing, materials and photos carefully before ordering, or email us first if you're unsure.
What if an item is faulty, damaged or wrong? Email hello@hearthhound.store with your order number and a photo. Once confirmed, we'll issue a full refund — no need to post anything back until we've confirmed it with you.
Can I cancel my order after it's arrived? Yes — UK law gives you the right to cancel for any reason within 14 days of delivery. Email us within that window and we'll talk you through returning it for a refund.
Products
How do I choose the right bed size? Measure your dog nose to tail-base while lying down and add 15–20cm. Full size guides are on every bed page.
Are your materials pet-safe? Yes — food-contact items are food-grade, ceramics are lead-free, and fabrics are tested for pet contact.
Orders & payment
Which payment methods do you accept? All major cards, Apple Pay, Google Pay and PayPal — processed securely through Shopify's encrypted checkout.
Can I change or cancel my order? If it hasn't shipped yet, almost always — email us as soon as possible with your order number.