Frequently Asked Questions (FAQs)

How quickly do you dispatch and do you offer next day delivery?
Most orders leave us quickly, often the same working day if placed by early afternoon. Express options are available at checkout.
Do you ship internationally and what about customs or taxes?
Yes. We ship worldwide with tracked services. Delivery times vary by country. Local duties and taxes are set by your customs authority and are payable by the recipient.
How do I track my order or it has not arrived?
You will receive a tracking link when we dispatch. If it seems late, check the link, safe places, neighbours and your local depot. If still stuck, share your order number and we will chase the carrier.
I entered the wrong address or need to change my order
Contact us as soon as possible with your order number. If it has not shipped, we will update it. If it has already left us, we will try to redirect with the carrier where possible.
Can you send an invoice or VAT receipt?
Yes. Email your order number and we will send a VAT invoice for your records.

What is your returns and refunds policy?
You can return unused items within 28 days for a refund. If something arrives damaged or develops a fault, we will repair, replace or refund. Personalised items are still covered for faults.
My order arrived damaged. What should I do?
Email photos of the packaging and the damage along with your order number. We will replace or refund straight away.

Can I buy spare parts or get a repair?
Yes. We stock hands, tails and movements. Email your order number, a brief description and a clear photo or short video. If the item arrived faulty, we will replace or refund promptly.

The tail is not wagging. How do I fix it?
• Loosen the small screw at the back that holds the tail.
• Make sure the clock body is not touching the wall.
• If the tail touches the back, gently bend it away to create space.
• Fit a fresh AA battery.
If it still misbehaves, send a short video and your order number.
The hour or minute hands are not working
Remove both hands gently. Check the hour hand has not been squashed. Press the hour hand back on so it moves freely, then refit the minute hand so it is secure but not overly tight. We can supply replacement hands if needed.
How do I hang the clock and how much clearance does the tail need?
Hang on a sturdy wall screw or nail using the keyhole hanger. Leave a small gap between the clock and the wall so the tail can swing freely.
What battery do I need and is one included?
Each clock uses one AA battery (LR6). UK orders include one AA battery. International orders do not include a battery due to shipping restrictions.

Can you include a handwritten gift note or personalise the clock?
Yes. We handwrite your message on a card at no extra charge. You can also add a personalised ribbon collar with a name, date or short message.
Can you do different colours or a special colourway?
Our silhouettes come in our classic finish designed to suit most interiors. We do not offer custom colours. A personalised ribbon collar is a nice way to add a special touch.

Do you make my breed?
We cover many popular breeds including Labradors, Spaniels and Dachshunds, plus others. If you cannot find yours, tell us which breed you would love and we will log your request.
Can you make a new breed or a one off custom?
We do not offer one off customs. We add new breeds periodically and use customer requests to guide what comes next. Add your vote and we will email you if it launches.
The item I want is out of stock. When will it be back?
Many core designs are restocked regularly. Use the email me when back option on the product page or message us and we will notify you.

What are the clock dimensions and materials?
Sizes vary by design. Each product page lists approximate height and width. Clocks are made from durable board with a quality finish and metal hands.
Is the movement silent or does it tick?
We use quiet movements that are suitable for living spaces. There may be a very soft tick in a silent room.

Do you offer discount codes or charity discounts?
We occasionally share promotions via our newsletter and social channels. For registered rescues, charities or bulk enquiries, email us and we will do our best to help.