PAYMENT

  • We accept payment by credit and debit cards (Visa, Mastercard, American Express) as well as Klarna, Apple Pay and Google Pay.

  • There can be several reasons why a payment is declined, such as incorrect information, bank security procedures, or international payments. Please check that all information is correct and contact your bank if the problem persists. We do not have access to information about individual payments due to data protection.

  • You can find answers to your questions about Klarna here: https://www.klarna.com/international/customer-service/

ORDERS & ORDERING

  • We will send an order confirmation via email shortly after you have placed your order to confirm that we have received your order.

  • Please check your spam folder. If you still cannot find your order confirmation, please contact us at info@dogssignature.com so we can verify that your order has been processed correctly.

  • Unfortunately, it is not possible to change or cancel your order. Please check your order carefully before placing it.

DELIVERY

  • Custom made products that are pre-ordered are usually shipped within 2-3 weeks. Delays may occur during holiday periods. Estimated delivery time for Sweden with Postnord rek: 1-3 business days. Please note that delivery times may vary depending on shipping options and destination.

  • When ordering with Postnord Rek, you will receive tracking information when your order is shipped. Tracking is subject to availability and delivery method selection. For orders without tracking options, you will receive confirmation that the shipment has been shipped.

  • Shipping costs are based on the size and weight of your order and are displayed in checkout before completing your order.

  • We currently ship within Sweden, more countries will follow soon. Please contact us at info@dogssignature.com if you have questions about international orders.

  • Please contact customer service at info@dogssignature.com with your order number and we will help you track your package.

PRODUCTS & CARE

  • Our products are carefully crafted to be worn with joy and used by you and your dog. Store the products in a cool and dry place when not in use to preserve the quality. Please note that sterling silver products will get superficial scratches when used, sterling silver naturally gets this patina. For silver products, polishing with a silver polish, such as a polishing cloth or silver bath, is recommended. Please read more advice under the description Materials & Care on each product page.

  • Our quality guarantee and right of complaint covers any manufacturing defects and cannot be held responsible for errors caused by:
    Changes in appearance, defects and damage due to normal wear and tear, such as superficial scratches or oxidation of silver. Defects or damage caused by misuse, accidental damage or negligence, such as bending of key ring loop.

RETURNS & REFUNDS

  • We do not accept returns or exchanges of engraved products as these are classified as custom-made items. In other cases, you may return an item within 30 days of receipt, provided it is in its original condition, unused, and in its original packaging. To initiate a return, please contact us at info@dogssignature.com.

    If the return is accepted, we will send you a return shipping label and instructions on how and where to send the package.

  • Returned items must be in the same condition and original packaging as you received them, clean, unused and with any tags and labels still attached. Items that are not returned in proper condition (used, damaged or soiled) will not be refunded and will be sent back to you. Items sent back to us without a return request will not be accepted.

  • Please contact us immediately at info@dogssignature.com if the item is defective, damaged or if you have received the wrong item, so that we can assess the problem and help you.

  • Please note that engraved products are not covered by the right of return and cancellation as these are classified as specially manufactured products. For other products you have 14 days right of return and cancellation from the day you received your order.

  • Any return shipping costs are stated in our return terms. We are not responsible for return shipping, this will be deducted from your refund.

  • Refund requests will be processed within 10 days of receiving and inspecting the returned item. Refunds will be made via the same payment method used for purchase.