FAQ

ORDERING

How do I place an order with HOWND?

Browse our products and place items into your basket. You can then proceed to checkout where you can either check out as a guest or create an account for future orders.

I’m having problems placing my order – can you help?

Please email hello@dogslovehownd.com and a member of our team will be happy to help.

What happens once I have placed my order?

Once your order is completed and your payment has been received by us, we will send a confirmation email to you, advising that your order is being processed. Goods will usually be shipped within 2 working days of confirmation of your order.

Can I cancel or amend an order?

Please contact us at hello@dogslovehownd.com

If the item has not been shipped, we will do our best to assist you.

What payment methods can I use?

HOWND accept Visa, Visa Debit, Visa Electron, Visa Purchasing, MasterCard, MasterCard Debit and Maestro. We also accept secure payments via PayPal.

SUBSCRIPTIONS

How do I cancel or amend my subscription?

You can amend your subscriptions when you sign in to your account. Click on 'Subscriptions' to access the subscriptions portal. Click on each product subscription to amend or cancel. You can reactivate at any time. For step by step instructions click here.

If you did not set up an account when you ordered, please get in touch at hello@dogslovehownd.com

How do i change the address on my subscription?

Once you have signed into your account, click on 'Subscriptions' to access the subscriptions portal. Select 'Shipping Addresses' and edit. For step by step instructions click here.

How do I change my card details on a subscription?

Log in to your account. Click on 'Subscriptions' to access the subscriptions portal. Select 'Payment Methods' and amend your card details. For step by step instructions click here.

Accounts

JOIN THE HAPPY HOWNDER CLUB

Join the club and be a premium member of our commmunity. All you have to do is sign up if you aren’t already. You'll get special prices, exclusive discounts and be the first to hear the latest news.

SIGN UP HERE

WHAT DO MEMBERS GET?

- Receive 500 welcome points

- Receive 5 points for each £1 spent

- Redeem points to spend on your next purchase or shipping (does not apply to products already on discount or subscriptions)

- Donate points to charity option

- See your order history and loyalty points in your account

JOIN HERE

customers

I'M AN EXISTING CUSTOMER AND CAN'T LOG IN

You will need to create a new account here. If you are having any issues please email hello@dogslovehownd.com

Set up an account and earn points

Make sure you register for a HOWND account, which will give you access to our fantastic special offers and Loyalty Program. Registering is simple, just fill out your details at the link below:

CREATE AN ACCOUNT HERE

Trade Customers

Are you a professional groomer or have a retail shop?

Make sure you register for a HOWND trade account, which will give you access to our fantastic trade prices, special offers and Loyalty Program. Registering is simple, just fill out your details at the link below:

CREATE AN ACCOUNT HERE

SHIPPING AND RETURNS

How much do you charge for delivery?

Delivery Options – Consumer

UK Mainland, Northern Ireland, and Scottish Islands

·       £4.50 flat rate via Royal Mail 2nd class packet (2-3 days) – this is a non-tracked service

·       Free delivery for orders over £45.00 (excluding any discounts or promotions unless otherwise stated)

Northern Ireland

. £10 flat rate via Royal Mail 2nd class packet (2-3 days) – this is a non-tracked service

For any other location, please get in touch with us to confirm the shipping rates.

Please contact hello@dogslovehownd.com should you have any questions. Alternatively you can call us on +44 (020) 3004 5255.

DeliveryOptions – Trade Customers

UK Mainland, Northern Ireland, and Scottish Islands (up to 25kg)

·       £9.95 flat rate using a 2 day delivery service. This is a tracked and signed for service.

·       Free delivery with minimum spend of £350 ex vat and discounts/promotions unless otherwise agreed.

Northern Ireland

. £17 flat rate using a 2 day delivery service. This is a tracked and signed for service

Can I track my order online?

Once your order is dispatched, you should receive an email with your tracking reference number and a link to the delivery company’s parcel tracking website. 

Where will my order be shipped from?

All orders are shipped from the HOWND’s UK fulfilment centre

When will I receive my package?

Items are typically shipped within 2 days of order confirmation. Delivery usually takes 2-3 days for UK deliveries and 5-10 days for International.

Can I return an item?

We will issue refunds or exchanges as long as you notify us by email within seven (7) working days of Delivery. We will refund or exchange as long as we are satisfied the Goods are in a re-sellable condition. Unfortunately we cannot refund any postage costs incurred. If we choose to send you replacement Goods in exchange before you have returned the original Goods you must return the original Goods within ten (10) days of receiving their placement Goods. If you fail to do so we reserve the right to charge the price of the replacement Goods to the payment card used for the original order. Please email hello@dogslovehownd.com and we will issue you with a returns reference number and give you instructions on how to return your Goods. (Your statutory rights are not affected)

What if I receive my order but the product is damaged?

If your item is damaged, please email hello@dogslovehownd.com

What if I receive the wrong item?

Although unlikely, if you do receive an incorrect item, please contact hello@dogslovehownd.com and include your name, order number and email address.

Customer service