Customer Service FAQs

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Here are some of the frequently asked questions about Clipsters & Co’s dog products. If you’re looking for FAQs on dog grooming and our grooming services, check the separate Common Grooming Questions page.


Sustainability covers a wide variety of areas. Generally we look for products made of recycled materials, or materials that would otherwise go to waste. We also look at products made of natural materials where those materials are replenished with a minimum of impact on the planet. Finally, we also consider factors like the use of chemicals in production, or the excessive use of water and land.

We are aware of the limitations that come with making products that are durable and hygienic – essential traits for dog products – but that are also eco-friendly. There’s a reason so many products for dogs are made from plastics and human-made materials, and it’s not only cost. We take a pragmatic approach and know that the perfect solution doesn’t always exist. If we cannot find a product in a particular category that makes reasonable efforts towards sustainability, we will simply not stock anything in that category.

Clipsters & Co. are always on the look-out for new products that fulfil our ethos of sustainable, practical and stylish. If you’re involved in making or selling such products, or know someone who does, please get in touch.

To learn more about our values, take a look at our about us page.

Whilst we agree that leather substitutes such as apple leather and coated webbing fabrics are a step in the right direction, we are aware of the problems. Although ‘real’ leather uses huge amounts of land and water, unfortunately the processes behind most leather substitutes also use very large quantities of water, energy, and in some cases chemicals.

We take a practical approach to these issues and whilst we do not dismiss these products, we prefer to focus on products that upcycle leather that would otherwise go to waste. Leather is comfortable for dogs and humans, is very durable, natural, and can help avoid issues like the matting of coats.

Clipsters & Co. hope that in the future, materials technology will develop a low-cost, low-impact, high-quality alternative to leather. In the meantime we will seek out manufacturers that make innovative, efficient use of what others would waste.

Clipsters & Co. process website payments using WooPayments from WooCommerce, one of the world’s most popular and trusted ecommerce platforms. Via WooPayments, we accept payment from Google Pay, Apple Pay, Mastercard, Visa, and other major card providers. Payments to Clipsters and Co. should appear on your account as CLIPSTERS & CO. but some providers may use other reference names and numbers. WooPayments and similar payment platforms maintain security by directly processing your card details. Your payment details are not shared with Clipsters & Co.

Clipsters & Co. do not accept payment via bank transfer, cheque, or cash on delivery. We do not work with credit providers or buy now, pay later platforms. If you have any questions about paying for your products, or how we process payments, please email

Customer data other than payment data is stored securely by WooCommerce and backed-up by SiteGround, one of the more reliable, secure website hosting services around. Clipsters & Co. take care not to print off customer information (other than when creating delivery labels) or store it unsecurely. For more details, see our privacy section.

Clipsters & Co. use Royal Mail First Class for all deliveries, with the exception of large/bulky items, for which we use Parcelforce. These services offer delivery to most UK addresses within two days. We will dispatch all orders within 24 hours of reciept. Clipsters & Co. will make every effort to get your order to you as quickly as possible. We cannot be held liable for unforeseeable delays including weather, time of year, and industrial disputes. If we believe a delay is likely, we will contact you before dispatching your order.

If you are unhappy with your order, or if it is damaged, please contact Clipsters & Co. as soon as possible at with your order reference, name, delivery address, and details of the issue. We will respond within five days to let you know how to proceed.

You can return your order within 30 days of receipt for any reason. You can cancel your order at any point before we send you an order dispatched confirmation. If a refund or replacement item is required, we will process this within five working days, and we will keep you informed of progress.

Note that, in the case of refunds, we cannot predict how long it will take for funds to appear in your account as different payment providers, banks and platforms take varying amounts of time to process refunds. If you are expecting a refund, and you cannot see it on your account, please contact your bank or provider in the first instance before contacting Clipsters & Co.

For more details on our returns and delivery policy, take a look at our delivery terms & conditions.

All items sold by Clipsters & Co. undergo checking and testing. Your safety and that of your dog is of paramount importance to us. If you receieve an item that you believe is not of the quality or standard you expect, please do not use the item and contact us as soon as possible, by email, and with photographic evidence if appropriate.

Most items sold by Clipsters & Co. are durable and require little maintenance as they are designed for the rough and tumble of life around a dog. In some cases, items may be accompanied by instructions or usage details which should be adhered to. These may include things like whether an item is dishwasher or microwave proof/safe. Items should be used as expected and as outlined in our product descriptions. We cannot be held liable for items that fail when used incorrectly or inappropriately. If you have any questions about how to use an item bought from Clipsters & Co. please contact us.

Some of our products are made from materials such as upcycled leather. Leather and suede are natural products and whilst resilient, they need to be maintained. For the everyday cleaning of leather, use a sensitive hand soap. Never use harsh chemicals. For more ingrained dirt, and for an annual clean, use saddle soap and a brush. For suede, use specialised suede cleaning products.

If your question isn’t covered in our customer service FAQs, then please get in touch directly or through Instagram or Facebook. We’d love to hear from you.

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