Q & A s


Some Questions we often get asked

Thank you for visiting our web site, below are some of the most frequent questions we get asked, if you don’t see the answer to your question here, please feel free to contact us directly and we will be pleased to help you.

Is the site secure?

Yes our site is totally secured and has a been Verified by GeoTrust. If you look at the top left hand side you will see a green padlock symbol, which means that the site is secure and has a SSL certificate to ensure that your payment is totally secure. You can also click onto the logo at the bottom of the page to view our SSL certificate.

How Do I make Payment?

Payment are taken via paypal allowing you to pay by debit or credit card or using your paypal account. Payments are handled directly by Paypal’s own platform and The Green Dog does not have access to any payment information on their own servers.

How do I know you’ve got my order?

Upon receipt of your order we will email you confirmation, which will state the product that you’ve ordered including size, colour and price.

How long will delivery take?

Delivery will usually take between 2-3 working days for most products. For products that are handmade to order you should allow up to 28 days. All delivery times and costs are shown under the additional information tabs on the products pages. Once your order has been dispatched we will email you to let you know and give you a tracking number.

How do I know if the product will fit my dog

All sizes are stated on the product page for each item. You should measure your dog before ordering to make sure he will be comfortable wearing the product. Please see our guide on how to measure your dog.

What is I want to return the item?

We want you and your dog to be happy with your purchase, if for any reason you are not happy with your purchase please email us in the first instance to let us know at ellie@thegreendog.co.uk and then simply return the goods to us in the original condition including a copy of the original dispatch note and a note stating you wish to make the return for a refund. Please see our Returns Policy for full details.

Can I speak to a ‘real’ person?

We’re always happy to hear from our customers, you can email us at ellie@thegreendog.co.uk, telephone 01425837803 or contact us on our facebook or twitter accounts. We will always try to answer you query as soon as possible. However, please bear in mind that although our shop is open 24/7 for your convenience,  if you email us late at night you may not get a reply from us until the following morning.

We hope we’ve answered any queries you had, if not please contact us using any of the methods above and we will do our best to help you.

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