Refunds & Returns

Straightforward and hassle-free. The Hamiedog way.

We want you to be happy with what you buy from us. If something isn’t quite right, we’ll do our best to sort it quickly and fairly. This page explains how refunds, returns and exchanges work for both in‑store and online purchases.

🔄Returning items bought in-store

If you purchased your item in the shop, you can return it for an exchange or refund within 28 days of purchase. It is our policy to refund using the exact same method used at the point of purchase, so if you paid with a credit/debit card please bring the same one back with you.

In-store returns must be:

Unworn (aside from trying it on if it is an item of clothing)
Unwashed
In original condition
With tags still attached
With your receipt

🌐Online orders: Refunds & Returns

If you bought your item online, you are covered by standard UK distance-selling rules.

You can return online orders for a full refund within 28 days, provided the item is:

Unworn (aside from trying it on if it is an item of clothing)
Unwashed
In original condition
With tags still attached

Once we receive and inspect your return your refund will be processed back to your original payment method. You are also welcome to call into our Whitley Bay store to return or exchange an item bought online.

📦How to return an online order

Step 1: email us

Send a quick message with your order number and the item you'd like to return.

Step 2: post it back

Return the item to our store address using your preferred courier or Royal Mail. We recommend using a tracked service.

Step 3: refund issued

Once your item arrives and passes inspection, we'll process your refund.

Return postage costs are the responsibility of the customer unless the item is faulty.

⚠️Faulty or incorrect items

This is a very rare occurrence as every order is personally selected and packed by us - but if it does happen, we are very sorry.

If something arrives damaged, or we've sent the wrong item please email us straight away and we'll fix it quickly.

We'll cover the postage costs for any faulty or incorrect items.

🎁Gift returns

If you received a gift purchased from Hamiedog, we can offer an exchange or store credit. It would be really helpful if you bring with you the gift receipt if it was issued and given to you. Refunds can only be issued to the original purchaser.

🧼Grooming products & hygiene items

For hygiene reasons, grooming products, underwear and similar items can not be returned unless they are faulty. This is in line with your statutory rights.

💳Refund processing times

Refunds usually take 3-5 working days to appear, depending on your bank or payment provider. Please note that this is completely normal and is controlled by the banks and not the retailers. We have no way of speeding this process up.

❗Important notes

We cannot accept returns of items that show signs of wear, washing or damage.
Sale items follow the same rule as full-price items.
Returns without proof of purchase cannot be processed
During the festive season, any items bought as Christmas presents may be returned or exchanged up to 25 January. This extension of the return window is in addition to your statutory rights and information already mentioned on this page.

🤝Need help?

If you're unsure about anything, just drop us a message. We're here to help - properly.