Important Information

At Blue Moon Canine, we are a small independent business creating every single product entirely by hand with care and attention to detail. Each order is made especially for you, which means there are a few important things we ask of our customers before ordering. This section contains essential information about our products, please take a moment to read through the details below before placing your order.

1. Fulfilment times vary

All Blue Moon Canine products are made entirely by hand from high quality raw materials. As a small independent business, our fulfilment times depend on current order volume and material availability. Occasionally we may need to order specific components especially for your order, or in rare cases discover a stock discrepancy which can cause delays. While we always aim to work as efficiently as possible, please understand that handmade production does take time.

2. Colour substitutions

We may occasionally need to substitute a colour if your chosen option is temporarily unavailable. We avoid this wherever possible, but on rare occasions it allows us to keep orders moving and prevent delays. If this happens, we will always include a note in your parcel. Should you have any concerns when your order arrives, please contact us and we will be happy to assist.

3. Social media and email responses

We do not have a dedicated customer service team. All messages are handled alongside making and fulfilling orders, which means responses may occasionally take longer than expected. We always aim to reply as soon as we can and appreciate your patience during busy periods.

4. Refunds and cancellations

Once we have started making your items, we are unable to offer refunds or cancellations. Under the Consumer Rights Act 2015, refunds are only available if an item is faulty or not as described. As all orders are custom and made to order, we cannot cancel or refund due to dissatisfaction with fulfilment times. Please consider this carefully before placing your order.

5. Accuracy of order information

Please double check all order details, including colours, sizes and personalisation, before completing your purchase. Errors in submitted information can lead to delays or the need for remakes, which significantly impacts our small business.

6. Impact on our small business

Last year we experienced a number of delays, cancellations and unpaid time due to misunderstandings around handmade lead times and order policies. These situations have a real financial impact on us as a small independent brand. By ordering from Blue Moon Canine, you are supporting a one person business putting care, time and love into every product, and we truly appreciate your understanding and kindness.