FAQ - Frequently asked Questions

Delivery

How long is my order's processing time?

Most of our handmade products are dispatched within 2-3 business days, so we can ship your order just as quickly as businesses that sell ready-made products.

​

How long do UK deliveries take?

• First Class Delivery: Sent with Royal Mail Tracked 24, typically arriving within 1-2 business days after dispatch.

• Standard Delivery: Sent with Royal Mail Tracked 48, usually arriving within 2-3 business days after dispatch.

​

How can I track my order?

Once your order is dispatched, you'll receive an email with your tracking link. If you haven’t received it, please check your spam folder or contact us.

​

How long do international deliveries take?

• Europe: 3-5 business days

• Worldwide: 5-7 business days
  All international orders are sent with Royal Mail International Tracked & Signed.

​

My order is delayed, what can I do?

You can track your order using the link provided in the dispatch email. If the status hasn’t updated and it’s been more than 7 working days past the estimated delivery date, contact us and we will reach out to Royal Mail.

​

Refunds & Exchanges

Can I return/exchange my product?

We accept returns and exchanges on most products within 10 days of delivery. Items must be unused and in new condition with tags attached. Custom or personalized products, or products selected from our Design Your Own Ranges are non-returnable.

​

How can I return my product?

To return or exchange, email us at info@trinketypaws.co.uk within 10 days of delivery.

Please send your return to:

​

Trinkety Paws Limited
Chester House Estate
Wellingborough

Northamptonshire

NN29 7EZ, UK

​

Please note that we receipt of your returned item, before we can sent out the exchange product or issue a refund. Postage costs for all returns/exchanges are the responsibility of the buyer, alongside with any additional costs, i.e. if your product would be exchanged for a product of higher value. 

Refunds can take between 7-10 business days to show in your bank account.

​We recommend to return your products using "Tracked Delivery", which will allow you to track your parcel. Please note that there is no need to purchase "Special Delivery" for your return, as this shipping method doesn't allow you to track your parcel, and is a costly and unnecessary delivery option for your return.

​Return postage costs are the buyer's responsibility, and we reserve the right to charge a 10% restocking fee for returned and refunded products.

​

Repairs & Alterations

Can you repair or alter my product?

At Trinkety Paws, our skilled makers are happy to assist with product alterations if something isn’t quite right, as well as repairs for items that are beyond their product warranty. We offer these services as long as the product is in a condition that allows us to work on it safely and hygienically, ensuring we can restore it to a standard that guarantees your pet’s safety.

​

Please note that repairs and alterations typically take more time than creating a new product and require a high level of expertise. As such, there will be an alteration charge based on the complexity of the work needed. This charge will be in addition to any material costs if parts need replacing. We can provide an approximate quote via email to help you evaluate the costs before sending your item.

 

However, please be aware that the final cost may increase if further repairs or alterations are necessary to ensure the safety of the product, particularly if issues weren't initially visible in the photos you provided.

​

To ensure the product is worked on safely and hygienically, we kindly ask that it is thoroughly deep cleaned before sending it in for alterations or repairs. If a product arrives without being cleaned and requires a deep clean before we can proceed, a £8 cleaning charge will apply.

​

We appreciate your understanding and are here to help restore your product to its best condition!

​

About our materials

At Trinkety Paws, we believe dog accessories should be as functional and safe as they are stylish. That’s why we carefully select high-quality materials that are not only tested for strength and safety, but also designed to look great.

We offer a 6-month warranty on all our products. For more details on the materials we use and how to properly care for your items, keep reading below. If you have any questions, we're always here to help – just reach out via email!

Please note that, like most materials, our BioThane and Rope products are not chew-resistant. As such, we cannot provide a warranty for products that have been chewed or damaged by your pet.

However, if your item is damaged, feel free to contact us – we’d be happy to discuss a repair option at cost. Repairs are only offered if we can ensure the product remains safe for use.

​

What is waterproof BioThane®?

BioThane® is a premium brand of coated webbing made by BioThane Coated Webbing Corp. It’s a high-quality polyester webbing coated with PVC, which makes it incredibly durable, waterproof, easy to clean, and resistant to odour.

BioThane® stands out as one of the best waterproof webbings available, offering superior strength and flexibility. It’s smoother to the touch, more durable, and lasts longer than many other waterproof materials on the market. With a breaking strength of around 280kg, it is stronger than leather and will outlast not just traditional leather products but also nylon and fabric dog accessories under normal use. Plus, it’s vegan-friendly!

​

What is waterproof Webbing?

Our waterproof webbing is a non-branded, PVC-coated material that we offer alongside our premium BioThane® webbing. This durable, waterproof material is more suitable for pets than typical fabric polypropylene webbing. It’s abrasion-resistant, 100% water and bacteria-resistant, and won’t stretch. It's the perfect choice if you're looking for the benefits of a waterproof dog collar or lead, but prefer a more budget-friendly alternative to our high-quality, branded BioThane® webbing.

​

What’s the difference between waterproof BioThane® and the other waterproof Webbing?

BioThane® is the most premium and highest quality waterproof webbing material currently on the market. 

But for some of our products, we also offer a more affordable option—our non-branded waterproof PVC webbing, simply called waterproof webbing.

It is important to us to be transparent about the difference of BioThane® and non-branded waterproof webbings, as whilst both materials are waterproof, BioThane® stands out due to its unique and superior PVC coating, which makes it more flexible and durable than any other waterproof webbing material on the market. Original BioThane® webbing is built to last longer than other alternatives.

We offer both BioThane® and Waterproof Webbing options, so you can choose the material that best suits your needs and budget. This is especially useful when ordering longer items like our Waterproof Long Lines, where the price can vary greatly between the two materials, and where waterproof webbing is a great alternative.

​

What are your Rope Products made from?

Our Rope Dog Collars and Leads are crafted from high-quality polypropylene, an ideal material for dog accessories. Polypropylene is moisture-resistant, so it doesn’t absorb water, keeps the rope floating, and dries quickly. It's also non-toxic, safe for both humans and animals (OEKO-TEX® certified), and resistant to mildew and rot. With a break test strength of over 650kg, it's incredibly durable.

Designed specifically for dog collars and leashes, our polypropylene ropes feature a finely woven sheath and a strong, flexible inner core. These ropes not only look premium but also feel strong and supple, ensuring a stylish yet reliable option for your pet.

Rope Whipping

Our rope whipping is a decorative thread wrap that conceals and protects the strong Microcord stitching underneath. The underneath stitching gives our products their strength - due to the microcode we use our stitching is 20 times stronger than regular thread and also resistant to mildew and rot. The whipping wrap itself is purely decorative and does not contribute to the lead's strength.

Try not to pull on the whipping, as when being moved or pulled from it's position, the whipping wrap can eventually expose the stitching beneath and unravel. If this happens, don't worry—it doesn't affect the strength or functionality of the product, you can still continue use the product as usual.

If you'd like to fix the whipping back onto your product, we can provide you simple instructions to do so in just a few minutes. Alternatively, you can also send it to us for a free repair (return postage would have to be covered). Contact us at info@trinketypaws.co.uk for more information.

For those walkers who prefer a firmer grip or wear the handle around their wrist and grab the rope itself, we recommend tying a knot just below the handle, to hold onto. This will provide a more secure hold, especially when walking a dog that pulls, and helps to prevent you from gripping the whipping wrap instead.

​

What Hardware Fittings do you offer?

Our hardware fittings, in the colours silver, black, antique brass, rainbow, and rose gold, are crafted from durable zinc die-cast metal with a chrome-plated finish. It is important to know that these zinc die-cast hardware fittings are perfect for splashing in puddles, and rolling in mud, but are not suitable for seaside or saltwater exposure, as this can damage the coloured chrome plate finishing and eventually lead to corrosion and rusting of the metal components.

But we do offer a solution to all seaside lovers - with hardware fittings that are suitable for use by the beach and in seawater - for this we recommend our Stainless Steel, Gold Brass or our Aluminum Hardware options. We have even designed an amazing Range for all seaside loving pooches, and you can find a large selection of products in our Everlast Collection here. 

​

Material Care

Proper care and maintenance of your dog collar or lead will not only ensure its longevity but also keep it looking great for years to come. We’ve compiled some helpful recommendations on how to best care for our products, so you can maximize their lifespan and enjoy their durability and quality over time. 

By following these best practices, you'll be ensuring that your products stay in top condition, providing your pet with the comfort and style they deserve, while also protecting your investment. Feel free to reach out to us with any specific care-related questions—we're always here to help.

​

How to Clean your BioThane Products

To keep your BioThane products looking their best, we recommend to simply cleaning them with warm, soapy water and a cloth. 

For items that are heavily soiled or have stubborn stains, allow them to soak in soapy water for a while to loosen dirt, then gently scrub with a cleaning brush or cloth to remove any marks. Be sure to pay extra attention to the folds of the material and around any hardware fittings.

Regularly wiping down your BioThane products helps maintain their condition, preserves the integrity of the hardware, and prevents the buildup of non-removable stains. With proper care, your product will continue to look great for a longer time, keeping its quality intact.

While BioThane is highly durable and easy to clean, it is not entirely stain-resistant. Like for all products and surfaces, certain substances may still leave marks, even after cleaning, so it's important to clean your product promptly. We advise against using bleach, as it can cause discoloration and damage to the material. Regular cleaning of your products will help reduce the appearance of these stains, but please note that some marks may still be permanent.

With proper care, your BioThane products will continue to perform beautifully, providing both durability and style for years to come.

​

How to Clean your Rope Products

To clean light stains on your rope products, simply use soapy water and a cloth. For a more thorough cleaning, all our rope products are machine washable at low temperatures. To protect the product, we recommend placing the product inside a wash bag or pillowcase before washing it with other items.

While our rope products are designed to retain their colour better than many other textile materials, please note that exposure to UV light or multiple wash cycles may cause the colours to fade over time. With proper care, your rope products will continue to look great for longer, but a little fading is normal with prolonged use.

​

How to Care for Your Hardware

Our hardware fittings, available in silver, black, antique brass, rainbow, and rose gold, are crafted from high-quality zinc die-cast and coated with a chrome-plated finish. While durable, please note that these hardware options are not resistant to discolouration, chipping or rusting. To maintain their appearance and functionality, proper care is essential. We also offer hardware fittings in stainless steel, gold brass and aluminum, which are our premium fittings, and are the most durable options suitable for any adventure.

Cleaning Your Hardware:

Regardless of the type of hardware on your product, it’s essential to maintain smooth operation and prevent corrosion. We recommend using warm, soapy water to wipe the product. For heavily soiled items allow the product to soak in soapy water for a while, then scrub gently with a cleaning brush or cloth. Be sure to pay extra attention to areas where the material folds and around the hardware components itself. Regular cleaning and wiping down your product will to avoid dirt and grime build-up.

Once cleaned, we recommend spraying your products hardware, especially buckles, clasps, and other metal components, with WD40 or a similar lubricant. This will help prevent corrosion, clear away debris, and ensure that the opening and closing mechanisms remain smooth and responsive. Regular lubrication and maintenance is particularly important after washing your collar or lead, or when the hardware starts to feel stiff.

Saltwater:

Please note that products with generic zinc die-cast hardware are not intended for use in or around saltwater. Saltwater can damage the chrome layer of standard hardware fittings, leading to rapid corrosion of the metal components. This deterioration can also seep into the BioThane material causing stains and will particularly affect colour-coated hardware. For products designed for regular seaside use, consider our Everlast Range, which is made with Stainless Steel, Gold Brass and Aluminium Fittings and designed and suitable for sandy and salty environments.

Can Stainless Steel Hardware rust?

Stainless steel is a corrosion-resistant material, thanks to the chromium content that forms a protective layer. However, rust can still form if the chromium oxide layer is damaged. We recommend cleaning stainless steel hardware gently with a mix of lemon juice and baking soda, followed by wiping it down with a damp cloth. Avoid harsh chemicals, as they can strip away the protective layer.

Can Gold Brass Hardware rust?

Gold brass hardware is highly durable and resistant to tarnishing compared to typical die-cast metal options. However, over time, it may tarnish due to exposure to air and skin oils. To clean gold brass, we recommend using lemon juice and baking soda with a damp cloth. Although brass can tarnish, it generally outperforms standard metals in terms of longevity and corrosion resistance.

Can Aluminium Hardware rust?

Aluminum does not rust like steel; instead, it corrodes, resulting in a white or dull gray coating called aluminum oxide. This oxide layer actually serves to protect the underlying metal from further corrosion. While aluminum will not rust, it’s still important to clean and maintain it by removing corrosion buildup and preventing any damage to the oxide layer.

​

Sizing and Measuring

How to Measure Your Dog for a Collar

To measure your dog for a collar, we recommend using a soft measuring tape. Measure around your pet's neck where the collar will sit. For a comfortable fit, add two fingers worth of space under the tape to ensure the collar isn't too tight. Once you have your measurement, include it in your order.

If you're unsure or need help with measurements, please reach out to us—we're happy to assist you.

Since we offer a variety of collar types, be sure to check the detailed product description for specific sizing information, as sizing may vary depending on the collar style.

​

How to Measure Your Dog for a Harness

All of our dog harnesses are made to measure, so providing accurate measurements is key to getting the perfect fit for your pet.

We can offer a harnesses for all sizes of dogs, and while measuring might seem tricky, we're here to help! Simply contact us for easy-to-follow guidelines, complete with images and videos to ensure your measurements are accurate.

​

Do You Offer Different Length Leads?

Yes, we offer a variety of lead lengths and widths to suit different needs and dog sizes. Our dog collar and lead sets come with a 120cm (4ft) lead as standard, but if you prefer a longer lead or want to customize your set, head to our "Dog Leads - Design Your Own" section in our online shop, where you'll find multiple length options.

You can view the available lengths and widths in the dropdown menu of each product. If you need a specific size that's not listed, just email us—we're happy to create custom orders!

For double-ended training leads, the length refers to the distance between the two clasps. For standard leads, it’s measured from the top of the handle to the end of the clasp.

​