Returns & Exchanges

Returns & Exchanges

We want to make sure you and your dog are completely happy with your order. If something’s not quite right, we’re here to help.

Return Window

You can start a return within 30 days of the fulfilment date.*

To begin, use our self-service return centre or email us at barkbark@penneand.co.

When emailing, please include:

  • Your order ID
  • The item(s) you wish to return
  • Whether you’d like an exchange or refund
  • The reason for the return
  • Photos of any faults, damage, or incorrect items (if applicable)

Exchanges & Store Credit

As a guardian, we know how important it is to find the perfect product and the perfect fit.

That’s why exchanges and store credit are always free. Whether you prefer to swap for another size or colour, or take a store credit for later, we’ll cover the cost.

No hidden fees, no extra shipping — just simple, flexible options.

Refunds

We know that sometimes things don’t go as planned. And if that’s on us, we take it seriously; you won’t pay a thing.

If you’d prefer a refund instead of an exchange or store credit, we’ll provide a prepaid Royal Mail return label, and a £5.00 shipping fee will be deducted from your refund total. This simply covers the cost of return shipping — nothing more.

Our aim is to keep refunds straightforward, while still covering the third-party costs involved.

Refunds are processed within 3–5 working days of receiving your return. The amount will go back to your original payment method. Please allow an additional 2–5 days for your bank to complete the transaction.

If you paid by gift card, your refund will be returned to the same card.

Return Address

Penne & Co. Returns
PO Box 870
FOLKESTONE
CT20 9PA
United Kingdom

Return Eligibility

To be eligible for a return, items must be:

  • New, unused, and clean
  • In original packaging with tags intact
  • Tried on indoors only
  • Free from dog hair (use a lint brush or tape)

You do not need to wash items before returning.

Timing & Conditions

  • Refunds: Request within 14 days of receipt
  • Exchanges / Store Credit (UK): Request within 30 days of receipt
  • International returns: Refunds available within 14 days of receipt
  • Customised items: Can only be returned if faulty

Gift Returns

Received a Penne & Co. item as a gift? We’re happy to offer an exchange or eGift card for any unused, full-price items. Just email us with the item’s style, size, and colour to check eligibility.