Hey there! Often it's quickest to find an answer to your query below. These cover our most commonly asked questions. If something isn't covered here, feel free to contact us. We’ll get back to you as soon as we can.
Where do you ship?
Everywhere! We're based in London and ship internationally.
How much does shipping cost?
Please see our Shipping page.
How long does shipping take?
Orders are normally dispatched within 2-3 business days, but during busy times (holiday season, sales etc) there may be delays of up to 3 business days. If for any reason there is an issue or we are unable to fulfil your order, we will contact you to let you know.
UK: 2 business days once dispatched
EU: 3-7 business days once dispatched
WORLDWIDE: 7-14 business days once dispatched
Unfortunately, we cannot promise your package will arrive by a certain date, but please know that we do our best to get everything to you ASAP.
Tracking my package
Once your order is dispatched, you'll receive an email with a link to track your package.
A tracking number will only be provided if you've selected 'tracked shipping' at checkout.
How will my order be sent?
All orders are sent from London, UK using Royal Mail.
If you're outside of the UK, the order will then be taken over by your local post office service.
Customs & Duties
Unfortunately we cannot control any duties/taxes applied to your package. You will be responsible for paying any additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information.
All prices listed on our site are in GBP, and charged in GBP. The bank that has issued your card determines the exact exchange rate that you will pay, but in general it will match very closely with the current exchange rates. Alternatively, you can choose to pay in the currency of your choice using our currency drop down menu.
Where is my order confirmation?
As soon as you place an order, you will receive an email confirmation via the email address you entered on your order. If for some reason you did not receive an email, please check your spam folder and double check you entered your email address properly. If you still haven’t received it after 24 hours please email firstname.lastname@example.org
What is your return policy?
If you are unhappy with the item you ordered, we are happy to exchange or refund the item within 30 days of your order. Simply ship the item back to us with a note about the return or exchange and we will refund or exchange the item.
My order is running late
Infrequently, orders run late. If your order is taking a lot longer than our shipping window suggests, please reach out here.
My order has been 'Returned to Sender'
Sometimes things go wrong and a package needs to be returned to us.
In instances where the shipping label has been damaged, we will send out a replacement once the order has returned to us.
If the issue is marked as 'no such address' we can refund you for your order minus the shipping fee.
I've received an incorrect item or something is missing in my order, what should i do?
We aim to get your order right every time but mistakes occasionally happen. If the item you received is not what you originally ordered or is faulty, please email email@example.com
How do I apply my merit badge?
We've made an easy step by step guide for you to follow here. You'll also notice an illustrated instruction guide on the card backing which comes with every merit badge.
What can I apply my merit badge to?
You can iron your badge on to any material that can withstand the heat of an iron (i.e. natural fibres like cotton and linen are perfect.) You can also apply your badge to a canvas harness or bag - the options are endless! In this case we recommend stitching the badge using needle and thread, or a sewing machine.
My merit badge got dirty. Can I wash it?
We get it, dogs get dirty. We recommend a gentle cycle on your washing machine or a hand wash. After a few washes the iron-on backing may begin to weaken. If this happens, we recommend stitching down the corners as and when you need.
An item I want is out of stock, when will it be back?
Any items listed on our website as 'sold out' will usually be restocked in 3-4 weeks.