Returns & Exchanges
You have 30 days from delivery to return or exchange anything.
Size exchanges
If the size is wrong, tell us within 30 days and we will swap it for another size. We cover the return postage.
Try the fit indoors first. To be exchanged, an item needs to come back in a condition we can sell on: clean, free of hair, with tags and packaging intact and no signs of a walk.
Dogs are not built to a standard and a size guide can only take you so far. That is what the exchange is for. If the size you need is out of stock, we will refund you in full instead.
Changed your mind
If you change your mind, return the item within 30 days of receipt for a refund of what you paid for it. Return postage is yours in this case.
Returns need to come back in original condition: clean, unworn, with tags, packaging and branded elements intact. Trying something on is expected. For hygiene and safety we cannot accept anything with dog hair on it, or showing signs of use, wear or damage.
UK law gives you 14 days from receipt to cancel most online orders. Cancel within that window and we will refund the standard delivery charge you paid as well. We extend our own returns window to 30 days and after the first 14 the delivery charge is not refunded.
Faulty, damaged or incorrect items
Wrong item
If we have sent the wrong thing, email support@knala.co.uk with your order number and a photo of what arrived. We will send the right one and cover the postage both ways.
Damaged or faulty
If something arrives damaged, or a fault appears later, email support@knala.co.uk with your order number, a short description and a photo. We will replace it or refund you, and we cover the postage both ways.
Please get in touch before sending anything back, so we can give you the right instructions.
Starting a return or exchange
Email support@knala.co.uk with:
- your order number
- the item, and whether you would like an exchange or a refund
- the size you need, if you are exchanging
- the reason for the return
- photos, if the item is faulty or damaged
We will reply with return instructions. Please wait for those before sending anything back, and do not send returns to our registered office as they cannot be processed there.
Refunds
Once your return has arrived and been checked, we will email to confirm and process the refund to your original payment method. Banks and payment providers usually take 5 to 10 working days from that point.
Any questions
Email support@knala.co.uk and we will help.
