Frequently Asked Questions
Are your pet accessories washable?
Absolutely! Here are our washing methods we recommend to keep your pet accessories in tip top condition:
Hand washing -> Use warm soapy water, rinse carefully and dry away from direct heat & sunlight. Dry metal hardware with a soft cloth.
Machine washing -> Place the accessories in a small cotton bag, pillow case (or even a white sock) and wash at 30 degrees. Placing ia collar/lead inside a bag protects the hardware from getting scratched.
*We recommend not to over wash accessories as colours may fade and although all of the buckles are rust resistant, always dry them thoroughly after washing*
My dog likes to play in water/mud, will it ruin the accessories?
All of our pet accessories are coated with a protective layer to reduce stains and dirt. After plenty of wear the colours may start to fade, but with the correct care they're longer lasting (see care instruction above).
Do you offer custom sizes?
We sure do! We pride ourselves in catering for all shapes and sizes!
I want to make sure your four-legged friend gets the most comfortable fit. If our standard sizing isn't suitable, please get in touch and let us know your required measurements and I'd be more than happy to create an accessory especially for your pooch!
**Please note: Custom items are NON EXCHANGE OR REFUNDABLE as these cannot be resold**
How do I measure for the correct size?
Collars: Using a soft tape measure and measure around the widest part of the neck (just above the shoulders). If you don't have a soft tape measure handy, use string or rope and place around the neck, cut the size (make sure you can fit two fingers underneath), then place the string/rope alongside a metal tape measure to get an approx size. Our collars are fully adjustable so make sure you allow room both ways.
Lead: Depending on the age of your dog will determine if you'll need a puppy or adult size to match the collar. For example, a size small is suitable for a puppy and both medium/ large sizes are suitable for all other ages. There is a size guide in each product.
Neckerchiefs/ bow ties/ flowers: If you are purchasing a collar then follow the sizing on the items. However, if you would just like to purchase a neckerchief then measure the width of your current collar to ensure the collar will fit through the slip. These accessories slide/attach onto the collar.
Harness: Measure around the neck (widest part) and the chest (widest part).
If you need any further assistance with how to measure your dog, please do not hesitate to get in touch.
What is the production and delivery time?
Orders can take between 2-8 working days for production depending on your order size. For example, if you are ordering a bow tie/bandana or fower on its own, production is only 2 days.
Please allow a further 1-2 working days for UK delivery. International delivery can take between 3-8 working days for delivery depending on your location and the time of year. Please allow more time during the Christmas period. If you need your order for a specific time, please do let us know.
What delivery service do you use?
1st Class Signed + tracked Royal Mail (UK Flat Rate - £3.50)
Signed + tracked Royal Mail (Overseas - £9.50 / varies for your location + order size. A postal quote will be given at checkout)
FREE DELIVERY ON ALL ORDERS OVER £75
Can I return or exchange my items?
Refunds: We accept refunds if an item is not as expected/damaged upon arrival. Items must be returned in a clean, unused and resalable condition. Please let us know before returning an item and get in touch no later than 24 hours after receiving your item(s). If an item is damaged please email us a photograph. We highly recommend returning as tracked and please keep a receipt for your records as proof of postage so we can ensure a refund to you as soon as possible. If you are returning due to a fault on our behalf, you will be reimbursed. If you are returning due to not wanting the item/ no fault of ours, we do not cover postage and only the value of the item will be refunded.
Exchanges: Please measure carefully and check for sizing before placing an order. We understand in some cases the sizing may be wrong or isn't quite what you were expecting so if you'd like the item(s) exchanging please get in touch within 2 working days of receiving your order. Please be aware that delivery fee's are NON REFUNDABLE and an additional delivery charge may be requested for non damaged exchanges. Terms are the same for refunds above. Please see the terms and conditions page for further information.
**PLEASE NOTE: Measure and check your cat/dogs sizes before purchasing to avoid delays and exchanging items where possible!**
How do I redeem a gift voucher?
Gift vouchers are only valid at www.muttleyandmartha.co.uk and not in any physical shops, Etsy or Ebay.
Simply use your unique voucher code at the checkout and then the discount will be applied. The voucher code can only be used once and only one voucher per order. If the value is less than the voucher amount, there will not be a remaining balance so please ensure to use the voucher at once. If the amount is greater than the voucher balance, you will need to pay the remainder. For further information please head to the T&C's page.
**Vouchers redeemable only in the UK**
Who is the voucher delivered to?
Vouchers are sent to you. This is because the TO: and FROM: sections are left blank for you to personalise. If you are purchasing a gift voucher for someone please ensure to provide YOUR address not whom you wish to send to. We can send direct for you, simply attach a note to your order with who its for, who its from and their address.
When will my voucher expire?
From the date shown on the voucher you will have 12 months to use it before it expires.
I still have a voucher valid from when you were under the shop name Made for Mutts, Can I still use it?
Of course! As long as your voucher is within its 12 months you can use it here at Muttley and Martha.
The question I'm looking for is not listed above, who do I contact?
Please CLICK HERE if you have any other questions regarding Muttley and Martha Co.