Customer care

customer care

Your order with The Hound Project

We cover all of your questions about preparing and shipping your order, returns, warranty and product care in our customer care section. For more detailed information please see our Terms&Conditions or Delivery&Returns page. We take pride in being a sustainable brand. Also, we are proud that all of our products are hand crafted in Hungary, mainly using recycled fabrics. We aim to provide a great variety of products to make sure every pet parent finds something to their liking in the right fit. Nonetheless, if you need alterations on any of our products just drop us a line and we’ll be happy to assist. We can interchange the length of our collars and leashes, as well as tweak the measurements of our coats for a better fit.

Shipping

We calculated all shipping costs in EUR. You will see them on our cart page after the destination address is added. We use a tracked courier service to ensure your order reaches you as fast as possible. Our shipping costs are calculated by the size and weight of your parcel. This means that small parcels of up to 0,5 kg ship for €8.50-9.50. While the shipping costs of large parcels fall between €19.50-23.50

We will usually take up to 3 days to prepare your coat, collar or leash. If you order one of our toys, it is ready to ship within one day. Shipment to Europe and the UK takes 3-5 business days by recorded delivery. Shipping to any other destinations, USA, Canada, Australia etc will take 7-10 business days by recorded delivery. Please, note that these dates are an estimate given to us by our local courier. Unfortunately we cannot guarantee exact arrival dates. They may vary depending on local carriers customs regulation etc.

Returns

Should you wish to return your products you can do so within 14 days of placing your order. By our customer care policy we accept the return of unused items with the original tags on. We will make you a full refund for the product. However, you are responsible for the cost of postage  and return. If you changed your mind and would like to return an unused item, let us know on studio@thehoundproject.com 

Please, note that we cannot accept returns on any custom made pieces! These products are Final Sale, no refunds or exchanges will be provided on these items. We cannot be held liable to any damage to the return shipment. Please, make sure to send the product back to us in the original packaging to ensure its safety. We recommend using tracked delivery to make sure the parcel reaches us.

To organise your exchange or return please, email us at studio@thehoundproject.com 

Warranty

The Hound Project items are each handmade in Budapest with quality workmanship and care. We make each piece individually using carefully sourced materials so variances should be expected. The lifetime of our products are determined by the care, wear and elements each item is subjected to. Product breakage due to chewing, ripping etc. or anything else that compromises the integrity of the material beyond normal wear is not a manufacturer’s defect. Fading and fraying are all parts of normal wear and tear and The Hound Project will not replace items due to these factors. Please, be sure to check any harness before placing them on top of our coats. Strong friction can compromise the durability and water resistansy of the fabric.

In the rare case that the product is faulty we will gladly make an exchange for you. In this case contact us at studio@thehoundproject.com and we’ll be happy to assist.

Product care

You can machine wash our coats and toys at 30 °C. Do not bleach or iron them, and only use a mild detergent. Hand was our collars and leashes using a mild detergent or cleansing wipes. Do not use bleach or use any harsh chemicals to clean them. We make all of our products with passion and precision to last as long as possible. With the appropriate care they can be preserved in their original condition for a very long time.

Customer care disclaimer

Please, note that all The Hound Project items are accessory items only. The use of the product and safety of the pet and handler is completely at the purchaser and/or user’s discretion and responsibility.

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