Terms and Conditions

Orders

All prices are in GBP (Great British Pounds) and all goods are handmade by us in the UK. Please ensure you check your order thoroughly and make sure that the sizes you are ordering are correct.

If you are unsure, please contact us at hello@nordichound.co.uk or use our contact page BEFORE ordering.

Custom orders will only be made with prior agreement, before the order is placed on the website. Any orders placed without prior communication will be cancelled.

Payments

We accept payments via Visa, MasterCard, and American Express through our secure payment provider, Stripe.

No card details are processed or stored on our servers. All transactions are securely handled through Stripe's secure payment gateway servers to ensure your financial data remains protected.

Please note that the name on your bank or card statement may appear as Nordic Hound Co or Nordic Hound.

Shipping

All items are made to order, and production times may vary. Please refer to your account to check the current status of your order. If there is any delay, we will contact you to advise. Once your item is ready to ship, you will be able to track shipping via your orders in your account.

Delivery Services

UK orders are sent via Royal Mail UK Tracked, while overseas orders are shipped via Royal Mail International Tracked. Please ensure your delivery address is correct when placing your order.

If an order is returned to us due to an incorrect address, non-delivery, or failure to collect, we will contact you. If the item can be resold, we will offer a refund (excluding postage) or can resend it at your cost.

For any damage during shipping, please contact us within 2 working days of delivery with photos of the damage.

All orders are sent via a fully tracked service, and tracking details are available in your account. If your order has not arrived within 10 working days of the expected delivery date, check the tracking. If there are no updates, contact us, and we will follow up with the courier. Unfortunately, we cannot provide updates before this timeframe due to courier policies.

Customs Charges

For overseas orders, the buyer is responsible for any customs charges that may occur.

Colour Disclaimer

Due to variations in monitors and browsers, colors may appear different online than in real life. Since screens are not calibrated equally, we cannot guarantee exact color accuracy.

Some colors, like white and black, appear consistent, but others may vary due to dye lot changes and different fabric suppliers. We are not responsible for these differences.

Note: A color name does not guarantee an exact shade. For example, “Purple” may not match your expectation of purple. By completing your purchase, you acknowledge and agree to these terms. Color differences are not considered faults and do not qualify for returns or refunds.

Returns

You have the right to return items under the EU Distance Selling Directive. If you’re unhappy with your purchase, you may return it in its original condition within 14 days of receiving it, covering the return postage costs.*

Custom or standard-sized items (e.g., jumpers and snoods) cannot be returned unless faulty.

Please obtain proof of postage and use a tracked or signed-for service. If the item is not received, a refund cannot be issued. Refunds are only given for the cost of the goods (excluding postage) once returned in new, unworn condition with no hairs.

Double-check your order details, especially sizes, before purchasing. If unsure, contact us at hello@nordichound.co.uk before ordering.

For returns, please email hello@nordichound.co.uk first.

Cancellations

To cancel your order, contact us at hello@nordichound.co.uk immediately. If the order has already been shipped, you will be responsible for return postage costs.

Returns are only accepted for faulty items. Products must be in their original, unworn, and undamaged condition to qualify for a refund.

We reserve the right to cancel any order at our discretion and issue a full refund.