Refund policy

We make every WHIP&Friends piece to order in our Warsaw studio. Some styles come in standard sizes you can pick from the size guide, others are made using your dog's own measurements — and returns work slightly differently depending on how your piece was made.

Below you will find the answer to every question we get about returns. If you are not sure which one applies to your order, just email us at whipandfriends.dogwear@gmail.com — we are always happy to help.

I ordered a standard size and changed my mind

That's no problem — standard sizes can come back to us.

You have 14 days from delivery to let us know that you would like to return your order. Once you have contacted us, the piece should be sent back within the following 14 days.

Please email us before sending anything back. We will send you the return instructions and the address. We do not accept parcels sent cash on delivery.

Can I try the piece on my dog first?

Yes, of course. You are welcome to try the piece on at home to check the fit.

We simply ask that it is tried on indoors, on a clean and dry dog, with the tags still attached. A short try-on is all it takes — please keep it to that rather than a full day out.

If a piece has been washed, worn outside, damaged or returned with significant signs of use, we may reduce the refund to reflect the loss in value.

Who pays for the return shipping?

Return shipping is arranged and paid for by the customer. We recommend using a tracked service.

If the return is because of a mistake on our side, we cover the shipping instead.

When do I get my money back?

Once we receive and check your return, we will issue the refund within 14 days to the original payment method.

The refund includes the price of the returned piece and the standard delivery cost paid with the original order.

If you chose a more expensive delivery option, we refund the value of our standard delivery only. If you are returning just part of an order, the original delivery cost is not refunded. The cost of sending the return back to us is not refunded either.

My piece was made to my dog's measurements

Some WHIP&Friends pieces are made using your dog's individual measurements rather than a standard size.

Because these pieces are cut and made specifically for one dog, they cannot be returned simply because you have changed your mind or because the fit is different from what you expected.

This does not affect your rights if there is a fault or if we made the piece incorrectly.

How should I take the measurements?

For made-to-measure pieces, we work directly from the measurements provided with your order.

Please follow our Size & Measuring Guide and enter the measurements as they are taken. There is no need to add or subtract anything — we take care of the necessary ease when making the piece.

If you are unsure about a measurement or which option to choose, send us a message before placing your order. We are happy to help.

The measurements were right, but the piece doesn't sit well

Even when the measurements are correct, every dog has a slightly different shape and a piece may not sit quite as expected.

If that happens, please get in touch and send us a few clear photos of your dog wearing the piece, together with a short description of what feels wrong.

We will look at it with you and work out the best solution. Made-to-measure pieces are not covered by our standard change-of-mind return policy, but we will always do our best to help.

I think the piece was made incorrectly

If the finished piece does not match the measurements provided with the order, or there is a mistake in how it was made, please contact us.

If the mistake is ours, we will remake or replace the piece and cover the shipping costs both ways.

My order arrived damaged, faulty or wrong

Please email whipandfriends.dogwear@gmail.com with your order number and a few photos or a short video.

We will look at it and agree the best solution with you — whether that is a repair, replacement or refund. This applies to both standard and made-to-measure pieces.

If a parcel is confirmed as lost in transit, we will arrange a replacement or a full refund and handle the claim with the carrier ourselves.

I would like to exchange it for another size or colour

Contact us before sending anything back and we will check availability of the new size or colour.

The original piece must be returned in the same condition required for a refund. Return shipping is paid by the customer, and sending the new piece out is charged at our standard delivery rate for your country — the same one you paid with your order. We will confirm the amount and send you a payment link before you send anything back.

The replacement will be prepared once the original piece has arrived back with us. If the exchange is needed because of a mistake on our side, we cover the return and replacement shipping costs.

Made-to-measure pieces are not eligible for exchanges simply because of a change of mind or incorrectly provided measurements. If there is a problem with the fit or with the piece itself, please contact us and we will look at it individually.

I need to cancel my order

We start preparing orders shortly after they are placed, so please contact us as soon as possible.

For made-to-measure pieces, an order can be cancelled free of charge before the fabric has been cut. Once cutting has started, cancellation may no longer be possible.

For standard-size pieces, we sew each one to order as well — but since the size is a standard one, we can offer it to another customer. So you can cancel at any point before the parcel arrives, and once it has arrived, our usual 14-day return applies.

What can't be returned

The following are not eligible for a standard change-of-mind return:

• made-to-measure pieces created from individual measurements
• gift cards

How do I start a return? What should I write?

Just send us an email at whipandfriends.dogwear@gmail.com before sending anything back. If it helps, copy the lines below and fill in the gaps:

Hi WHIP&Friends,
I would like to return my order [order number], received on [date].
Piece: [name and size]
I would prefer: a refund / an exchange for [size or colour]
Reason, if you'd like to tell us: [optional]
My name and address: […]

We will reply with the return address and the next steps. A few lines in your own words work just as well — this is only here to save you thinking about it.

Not sure which option will work best?

Write to us at whipandfriends.dogwear@gmail.com before ordering — tell us about your dog and we will help you choose. It takes us a minute, and it saves you sending anything back later.