Frequently Asked Questions
UK ORDERS: Standard Postage for UK orders is £4.50 or FREE on orders over £40
Express UK postage is available for £8.50 or £4.00 upgrade on orders over £40
Please note: Express UK postage is NOT a guaranteed next day or same day service as we aim to post in stock items within 3 WORKING days, not the same day or next day.
Express UK postage will be special delivery or courier service, please allow up to 4 working days for delivery.
If you are needing an order to arrive by a specific date please contact us via email prior to ordering with details so as to avoid disappointment and we will try our best to accommodate your request (UK orders only).
Special orders, custom orders or personalized items will take longer so please contact us if you are needing for a certain date to see if it will be possible.
INTERNATIONAL ORDERS: Postage for Europe (Non-UK) orders is £9.95 or FREE on orders over £80
Postage for all other countries (Non-UK or Europe) orders is £14.95 or FREE on orders over £100
We are not currently able to offer an express delivery service for non-UK orders.
Where possible we aim to dispatch in stock items within 3 working days (Monday-Friday not including Bank Holidays). Items will only be processed once we have received cleared payment. If there is a delay with your order or the item has become out of stock we will contact you via email to inform you of this.
Items will require a signature on delivery and some items or orders will not fit through a standard letter box so please ensure that there will be someone available to receive the delivery where possible. If delivery is unsuccessful then your postal carrier or courier will leave a card detailing what to do next regarding your delivery. Any items returned to us as undelivered will need to be charged again for a re-delivery.
We will always send orders via signed for delivery service (with tracking where possible) to ensure safe delivery.
We may use different delivery methods depending on each order due to size, weight, location etc. Items from the same order may ship separately depending on availability. Some items may take slightly longer than others if they are hand made to order or are being shipped directly from our suppliers. Made to order and personalized items will take longer - see the product page for estimated times. Postage costs are charged at a flat rate based on location or standard economy/express service and also covers packaging costs. Postage rates are per order - please make sure you select the correct postage option for your order or else your order may be delayed. We will often use recycled outer packaging, but only externally - items and inner packaging, gift bags, gift boxes etc are always new and unused unless stated otherwise in the item description.
IMPORTANT: Overseas orders may be subject to customs or import tax/charges. Please check your country's import rules BEFORE ordering as we cannot be responsible for any additional charges incurred for import/tax. These charges will differ depending on your country and size of your order and will need to be paid for by the recipient in addition to the cost of the order. Unfortunately, this is out of our control, and varies greatly from order to order and as such we are unable to state how much these costs may be. We are based in the UK and so any order shipping outside of the UK may be subject to additional charges. Please make sure you are happy with this prior to placing an order.
Please allow 28 days for delivery for UK orders unless otherwise informed eg some personalized items may take longer, or items which are an agreed pre-order awaiting new stock. Delivery times stated are to be used as a guide only and delivery times may be longer during peak periods. Delivery may be longer for International orders. We cannot guarantee delivery times and so do not offer a next day or same day delivery option. Please note that orders will be dispatched within 3 working days whenever possible -although orders may be placed 24/7, orders may not be dispatched on Saturdays, Sundays or Bank Holidays. If there are times during the year that Rebelloco is closed for personal holidays, this will be stated on the website.
Delivery times will be affected over Christmas, New Year, Bank Holidays and other peak seasonal times so please take this into account when ordering around these times to ensure that you receive your order in plenty of time.
Please make sure that you check measurements of items BEFORE placing an order to ensure that you order the correct size as we are unable to accept returns on used items or tried on pet items.
Sizes will be stated on each item page and may vary depending on the design so please contact us if you are unsure. Some sizes are set by the designers and manufacturers and not by Rebelloco and different designers use different size guidelines, eg. you may be a size small in one design but need a size medium in another design or brand. This applies to pet items in particular.
If you do not see the size that you require please email us at customerservice[at]rebelloco.com to enquire if that item comes in the size you need. Necklace chains can usually be made slightly larger or smaller, or with an extension chain added, and are all made by hand at Rebelloco so please send us a message if you have any queries on size and we will be able to answer any questions you may have.
All sizes are shown in metric (cm) where possible.
FOR PET ITEMS (Dogs and Cats)
Please make sure that you measure your pet BEFORE placing an order to ensure that you order the correct size as we are unable to accept returns on used or tried on pet items.
Puchi Size Guide:
SIZENECK CHEST LENGTH BREED EXAMPLES
X SMALL15-20cm 30.5cm 20.5cmTEACUP CHIHUAHUA, TOY/MINIATURE BREED PUPPIES
SMALL 20-25.5cm39.5cm 20.5cm YORKSHIRE TERRIER, PAPILLION
MEDIUM 25.5-35.5cm 46cm 25.5cm POMERANIAN, TOY POODLE
LARGE 35.5-43cm 56cm30.5cm SHIH TZU, JACK RUSSELL
X LARGE 43-50.5cm 63.5cm35.5cm COCKER SPANIEL, WEST HIGHLAND TERRIER
XX LARGE 50.5-58.5cm 66cm 40.5cm STAFFORDSHIRE BULL TERRIER, STANDARD POODLE
SUPERDOG58.5-66cm 71.5cm 51cm BOXER, LABRADOR, DALMATION
SUPERDOG 1 66-70.5cm 76.5cm68.5cm GIANT SCHNAUZER, POINTER
SUPERDOG 2 70.5-80cm86.5cm 74cm GREAT DANE, IRISH WOLFHOUND
Puppy Angel Size Guide:
SIZENECKBODY LENGTH BODY GIRTH
S 21cm 20cm 33cm
M 25cm 24cm 39cm
L 28.5cm 27.5cm 45cm
XL 33cm 32cm 52cm
2XL 37.5cm 36.5cm 59.5cm
3XL 42cm 41cm 66.5cm
Any item stated as designer is 100% genuine. Designer brands available from Rebelloco include but are not limited to: Puchi, Puppy Angel, Pet Head, K9, Cats Rule/Dogs Rock, Puppy Love Bone, Annika Haagstrom.
Items that do not state a designer are hand picked items which are not designer branded.
We use Shopify Secure Payments and PayPal to ensure that all orders and payments are processed securely and easily.
You do not need to sign up for an account to complete your order with Paypal, this is optional. If using a Paypal account your order may be delayed if payment submitted is processed as an E-cheque. E-cheques typically take between 5-7 days to clear and we cannot ship your order until the payment has cleared and received. Typically E-cheques are sent when there are insufficient funds available in your Paypal account and there is no backup payment option such as a credit or debit card linked to your account, or if the linked card/cards have expired.
Returns can be made within 14 days so long as the item/s is/are in unused condition. We cannot issue refunds on pet items that are the wrong size once tried on so please make sure you order the correct size by checking the measurements on the page for each item and using the SIZE GUIDE for each item. If you are unsure on sizes please contact us prior to ordering.
We cannot accept returns on earrings or personalized items.
If you wish to return an item then please email us at customerservice[at]rebelloco.com with details. Any item sent back must be in UNUSED condition and returned via trackable signed for delivery as we cannot issue refunds on items lost in transit. We are unable to refund any express postage upgrade costs or non-UK import/customs charges.
The buyer is responsible for all return postage costs.
We cannot issue refunds on items after 14 days following the receipt of goods.
Every care is taken to ensure items are sent securely and in perfect condition. If you believe an item has been damaged in transit then please contact us immediately via email customerservice[at]rebelloco.com with details. If an item has been damaged in transit you will be required to send us a photograph of the damage so we can assess if we can repair the item, send a replacement or issue a refund.
All refunds are discretionary and may be issued via store credit/vouchers.
Many of our items are handmade and so may acquire tiny marks or imperfections while being assembled, but we believe that this is what makes each item unique and more special than mass-produced products and so returns will not be accepted for small blemishes obtained during the making of the item. We keep our prices as low as possible to reflect this and think it also gives our items more character. Sale items are reduced to clear and may have minor defects due to being end of line/last remaining stock. The price will reflect this and where appropriate any significant defect will be described in detail on the product page. Item photographs may look different depending on how you are viewing them and so colours may vary slightly in real life. Please make sure you are happy with this prior to ordering.
If your question has not been answered please send us an email to: firstname.lastname@example.org