Frequently Asked Question
Do you ship to my country?
At the moment, we only ship to UK and USA, using our partnership with Royal Mail.
How soon will I receive my order?
Since this is a made-to-order custom engraved piece of jewellery the production time is 2-4 weeks, and shipped as soon as possible (according to our shipping policy). You will receive updates when we start casting, custom symbol engraving, and when your pendant is on it’s way.
Where are you located?
We are located in the United Kingdom. To ensure the highest quality our jewellery is designed, made, and hand-finished in our Hatton Garden, London workshop.
How do I personalise my pendant?
Simply select the product you want from the dropdown menu on the product page and then click the 'Add to Cart' button. Follow the steps in the checkout process, including adding the dog's name and year they came into your/their life, and once your order is confirmed, we will prepare it and send you a tracking number.
Is my personal information safe?
Yes, we use Secure Socket Layer (SSL) Encryption to protect your personal information and payment details. Your credit card details are only used to complete the transaction and are not stored afterwards.
What is your return policy?
We do not accept change-of-mind returns for personalised pendants. Your statutory rights for faulty, damaged, incorrect or misdescribed goods are not affected. We cover reasonable return-postage costs for these issues. For help, email nick@houndcraftedco.co.uk. See our Returns, Refunds & Cancellations policy for the full process and refund timings.
Can I cancel my order?
Yes. We offer a full refund for cancellation requests received within 24 hours of placing your order. Email nick@houndcraftedco.co.uk with the subject “Cancel My Order” and your order number. The time we receive your request determines eligibility, not the time we reply. After 24 hours, change-of-mind cancellations are not accepted for personalised orders; your statutory rights remain unaffected. See our full policy.