Frequently Asked Questions

We work quickly to get orders shipped, so making changes isn’t always possible. If you need to update your address, contact details, or products, email barkbark@penneand.co immediately. If your order hasn’t left our warehouse, we’ll do our best to help.

Once your order ships, you’ll receive a tracking link by email. If you can’t find it, check your spam/junk folder or contact us.

Some items ship separately due to size, location, or stock. You should receive separate tracking emails if this happens. If something’s missing and you haven’t had a shipping update, please email us.

If we’ve sent you the wrong product, let us know via barkbark@penneand.co or our returns portal. Choose 'Wrong Item Sent' and we’ll send you the correct one with a prepaid return label for the incorrect item.

If you return your order, the free gift must also be returned unused to receive a full refund. If not returned, we’ll deduct its value from your refund.

We deliver across the UK EU and USA. Other select international locations will be listed at checkout. If in doubt, please email barkbark@penneand.co

Rates vary by country and will be shown at checkout. Some destinations may have extra local charges but we try and display all tax and charges whenever we're able to.

UK: Most orders are sent tracked for delivery within 48 hours. It is expected that your goods will be in hand within 1–4 working days.

International: Varies by destination.

*Working days exclude weekends and public holidays.*

Must be new, unused, clean, and in original packaging with tags intact.

Refund requests: within 14 days of receipt.

Exchange requests: within 30 days of receipt (UK customers).

International customers: Refund eligibility within 14 days of receipt.

Customised items can only be returned if faulty.

This does not affect your statutory rights.

Try gear on indoors first.

Remove any dog hair with a lint brush or tape.

No need to wash items before returning.

Use a tracked, insured delivery service for safety.

Use our online returns portal. A £5.00 fee for our prepaid Royal Mail label will be deducted from your refund or exchange credit.

To engage in the return process please email barkbark@penneand.co

Our team will be on hand to guide you through the process.

The return address is:
Penne & Co. Returns
PO Box 870
FOLKESTONE
CT20 9PA

Use our online returns portal. You may be required to email barkbark@penneand.co in order to organise the return. It is likely bthat a prepaid label will be deducted from your refund or exchange credit. This will be preagreed before any arrangements are made.

The return address is:
Penne & Co. Returns
PO Box 870
FOLKESTONE
CT20 9PA

We aim to process refunds within 3–5 working days of receiving your item. Refunds go back to your original payment method (including gift cards if that was your payment type). Allow an extra 2–5 days for your bank to process the payment.

We aim to offer a no nonsense refund policy in the event of any of our customers requesting a refund under reasonable circumstances and will process this as quickly as possible.

If you're unable to use our return portal, please email barkbark@penneand.co with your order number, description, and photos. We'll review your request as quickly as possible. If approved, we’ll repair, replace, or refund your item.

If you paid using a gift card, your refund will go back to that gift card. This can’t be changed to another payment method.

We can offer exchanges or eGift cards for unused full-price items received as gifts. Please email barkbark@penneand.co with the style, size, and colour to confirm eligibility.

To receive a different size or colour, we recommend returning your original item for a refund and placing a new order. This is usually faster.

We dispatch exchanges once we’ve received your return. You have 14 days from creating the exchange request to send it back. Missed the window? You can still send it for a refund.

Every Penne & Co. product is covered by a 12-month warranty against defects in materials or workmanship. This covers manufacturing faults and does not cover damage from chewing, misuse, accidents, or normal wear and tear.

Check the size and fit notes on the product page for the product in question for more specific instructions. Use our size charts for each product type.

Each product is designed to have some degree of overlap. In rare cases, some breeds might be between sizes.

Choose the larger size for harnesses designed for everyday wear, and the smaller size for snug, lift-assist styles.

Our harnesses all come with handles and belly straps making them great options for our three-legged friends. We recommend you contact us for any additional advice. barkbark@penneand.co

We use only non-toxic materials, many lined with neoprene for comfort and to reduce rubbing. However, if your dog has any specific allergies we recommend you check the product description and materials tabs to be sure.

Our products are designed to be water-friendly. However, we recommend rinsing with fresh water if used in saltwater or dirty lake water. It's essential that the items are left to air dry to protect hardware and increase the life of the product.

Hand wash in warm water, for deep clean please use soapy water. Ensure you rinse, and air dry.

For machine wash, place inside a wash sack or alternatively a pillowcase. Put on a gentle cycle, on cold or sub 30 degree wash.

We offer personalisation on select products which is great for names, contact details or messages like “NERVOUS”. See individual products for details

Custom items are made to order and cannot be returned or exchanged unless faulty. IF fault, please see return faulty goods advice above.

We run annual intakes so keep an eye on our social channels and website for announcements.

You can also apply to be a Guardian through our guardian portal when it's open and accepting applicants.

We partner with select retailers who share our values.

Email info@penneand.co with your business details, website, and why you’d like to stock Penne & Co.

We accept: Visa, Mastercard, AMEX, PayPal, Apple Pay / Google Pay.

We do not accept Klarna & ClearPay cash or cheques.

Our products are designed and developed in the UK, with global manufacturing partners selected for their expertise, quality, and ethical standards.

For details about specific products, this is clearly labelled on the packaging.

The use of specialist techniques and materials are best produced in regions with advanced equipment and expertise. Many of our raw materials are also sourced nearby to reduce transportation and carbon footprint.

If an item you bought from us drops in price within 14 days, we’ll refund the difference to your original payment method if it’s the same product, size, and colour, and bought directly from Penne & Co. Just email barkbark@penneand.co

We’re proud to support service dogs. Please email us for more details. barkbark@penneand.co

In the unlikely event of a recall, we’ll contact affected customers directly and provide a replacement or refund.

If you need a replacement buckle or part, contact us with your product details. We'll do our best to supply spares or a fix where we're able to.