Shipping & Return

Shipping Times & Methods

We ship both within the U.K. and internationally. Shipping charges will be calculated and displayed during the checkout process. The estimated delivery times are as follows:

U.K. Shipping

·       Express Delivery: 1-2 business days

·       Standard Delivery: 2-4 business days

·       You can choose your preferred shipping method at checkout.

·       We use Royal Mail Tracked Service and Evri Tracked Service for deliveries within the U.K.

EU & International Shipping

·       Express Delivery: 2-5 business days

·       Standard Delivery: 4-8 business days

·       Available shipping carriers include Royal Mail, UPS, DHL, Evri, and FedEx. We will select the fastest and most reliable courier based on your location.

Important: Please note that orders shipped outside of the U.K. may be subject to additional customs fees or duties upon arrival in your country. These charges are not included in your shipping cost and are the responsibility of the customer. We do not provide customs clearance services. The courier will contact you regarding any required customs procedures, which are your responsibility.

Order Confirmation & Tracking

Once your order is placed, you will receive an email confirmation with details of your order, charges, and any additional relevant information. A follow-up email will also include tracking details once your order has been shipped. If you do not receive these emails, please contact us for assistance.

Order Processing

·       Orders placed before 11 AM GMT will be processed on the same business day.

·       Orders placed after 11 AM GMT will be processed on the next business day.

·       Orders placed after 11 AM GMT on Friday will be processed on the next business day (Monday).

Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us within 2 days of delivery for a resolution.

Returns Policy

We want you to be completely satisfied with your purchase. If for any reason you need to return an item, please follow the instructions below.

Eligibility for Returns

To qualify for a refund, items must be returned in their original, resalable condition:

✅ No Pet Hair – Items must be free of dog hair

✅ No Odours – Items must not carry strong smells (e.g., smoke, cooking, perfume, or pets)

✅ No Marks or Stains – Items must be clean and undamaged

✅ Original Packaging – Items must be returned in their original packaging

🚫 Non-Returnable Items:

·       Dog Beds – Due to hygiene reasons and the nature of the material, once unpacked, the foam cannot be recompressed for resale. Therefore, dog beds are non-returnable once the packaging has been opened

·       Sale or discounted items

·       Personalized/custom-made products

·       Used or damaged items

How to Make a Return

Initiate the Return: Contact us at contact_us@theraffilo.com with your order number and reason for return

Pack the Item Securely: Ensure the item is in original condition with all packaging

Return the Item: Send the parcel to the address provided in your returns form

Customers are responsible for return shipping costs

Refund Processing

Once we receive and inspect the returned item, refunds will be issued within 5 business days

Refunds will be credited to the original payment method within 5-10 business days, depending on your bank

We currently do not offer direct exchanges. If you need a different size, please place a new order and return the original item for a refund

Returns Window

·       Returns must be initiated within 14 days of purchase

·       Items returned outside this window may not be eligible for a refund