Free shipping on orders over €150

FAQ

Getting started

How long will it take for my order to ship?

Items have a processing time of 1-3 business days, but this time might be slightly longer depending on our order load. We aim to to ship all orders within a maximum 5 working days or receiving them.

Where can I check the sizing of your products?

Size charts are available on each individual product page under the pricing of the item, and it opens up in a pop up window. You can also check the sizing of all products by visiting our Size charts page.

 

Shipping

Do you ship internationally?

We offer shipping to most European destinations, the US and Canada. All of our parcels go out as recorded delivery. Domestic parcels will take under 3 business days. Shipping within the EU or to the UK takes 3-5 business days. While shipping overseas would roughly take 10-14 business days. For more information visit our Shipping info page.

What are your shipping costs?

Our shipping prices vary depending on the destination and range between €5-12. For shipping prices please visit our Shipping info page. Final shipping prices are also calculated on the checkout page, once the shipping address is filled out.

All parcels go out recorded, and you will be notified about your order being dispatched. You will also receive an email, as well as a text message from the designated courier about the estimated delivery of your parcel. Please, make sure to check all your email folders carefully.

Do you offer local pickup?

No, we do not offer local pickup. We do not have a brick and mortar store yet, so local pickup would both be inconvenient and a hassle to organize. Instead, we offer free local delivery.

Can I track my order?

Yes, each parcel is dispatched with a track and trace service, and you can monitor its journey door to door at all times. As soon as your item is dispatched, we will send you the link and the tracking code.

Do you offer express shipping?

All of our parcels go out by express shipping, using the quickest method and route. Local parcels take 1-3 working days, parcels to Europe and the UK will reach you within 3-5 working days, while international parcels take up to 10-14 days. 

Do you offer free shipping?

We offer free shipping locally on any order, as well as free free shipping on orders over €150 to any destination.

Ordering, returns, exchanges

Can I modify my order once submitted?

We aim to start processing your order as quickly as possible. If you wish to change your order, item, sizing etc. let us know within 24 hours of placing the order. Message us on studio@thehoundproject.com as soon as you can. And we will do our best to assist you.

How long until my order reaches me?

We aim to ship all orders as soon as possible. Preparation time for any product is 1-3 business day. While shipping is 3-14 business days depending on the destination. For informtaion od delivery times see our Shipping info page.

Do you exchange items?

We gladly accept exchanges for our products. If you noticed that you ordered the wrong size, get in touch with us on studio@thehoundproject.com quoting your name, order number and email address and we'll get in touch with you about the next steps. We only accept exchanges withing 30 days of receipt of the items, and all shipping costs are the responsibility of the buyer. Please, note that some of the collections are limted stock, and if we are out of stock you might not be able to exchange your items to the same one. In this case we can offer you a full refund of the item (excluding postage fees), or store credit for the same amount.

Do you accept returns?

We offer a 30 day satisfaction guarantee on all of our products. If, however you are unhappy with your purhcase get in touch with us on studio@thehoundproject.com and we’ll assist you with the next steps. Please, note that only unworn goods, sent back to us in their original packaging are eligible for a return. Shipping costs are the responsibility of the buyer and they will no be refunded. 

Payments

Do you charge additional taxes at the checkout?

No, we absolutely don't. All of our prices include VAT already, and no additional costs besides the cost of shipping will be added to your order at the checkout.

What payment methods do you accept?

We accept, credit and debit card payments via Shopify Payments, as well as Apple Pay and Google Pay. Cash or card payment on delivery is only acceptable in Hungary. You can use all major credit card types: Visa, Mastercard, Maestro and American Express.

Will my order incur custom fees?

Customs fees depend on the country you reside in. It is a good idea to contact your local customs office before placing an order so you don't receive any unexpected charges. These fees are your responsibility, we will not reimburse you fro them. If you refuse to pay these fees and your package is returned to us, we will only provide you with a 50% refund of the cost of the goods.

Products

How can I keep my hardware in good condition?

Metal hardware will scratch and tarnish over time. To limit the amount of scratching and prevent large blemishes we recommend avoiding large tags being worn with the collar. Only hand wash your products and if you machine wash, place your accessory into a garment bag. Avoid salt water contact if possible, as this will corode your hardware.

Are your products strong enough for my dog?

Our products are just as strong as any regular pet store product. All of our accessories are crafted with an industrial sewing machine to ensure maximum durability. Our leash snap hooks have a breaking load of up to 160kg. We do recommend strong dogs and regular walkers to wear a harness rather than a collar for maximum safety.

Are your products exclusive to you only?

Absolutely! Our products are designed in house by us, manufactured and distributed only by us. We pride ourselves in our unique, bold aesthetics that our prints are famous for. All of our pieces are one of a kind, so if you see a knock-off version of our products, website content or violation of our Intellectual Property rights, thenplease let us know at info@thehoundproject.com