FAQs

MEASURING, SIZING, & PRODUCT CARE

SHOPPING

ORDERING

PAYMENT

DELIVERY

RETURNS, EXCHANGES, & REFUNDS

PRIVACY, SITE SECURITY, & DATA PROTECTION

GENERAL


MEASURING, SIZING, & PRODUCT CARE
How do I measure for a dog collar?

Get your dog to stand (if they refuse then our gourmet treats should do the trick!) Take a soft measuring tape and measure the circumference of your pet's neck, close to the shoulder where the collar will sit.

When you take the measurement, the tape measure should be loose enough to fit one or two fingers comfortably underneath. Make sure that the tape can't slip over the dog’s ears. If you don't have a soft measuring tape, use a piece of string, mark your dog's neck measurement, and then measure the string against a ruler.

Alternatively, if your dog has a collar that already fits perfectly, lay it out flat and measure from the buckle to your pet's preferred buckle hole.

How do I choose the right size dog collar?

All Prince & Princess dog collars are sized in inches from the first to the last hole.

For a perfect fit, select a collar size range that your dog's neck measurement sits in the middle of. For example if your dog's neck measurement was 14", then a 12-16" sized collar will provide a perfect fit. If your dog's neck measurement was 16" we would recommend getting the next size up, a 16-18".

When choosing a collar for a puppy remember to choose one that is fully adjustable and provides lots of growing room to ensure comfort. All Prince & Princess dog collars have five or more buckle holes so you can find a snug and comfortable fit.

Although it is recommended that you should always measure your pet before purchasing a new collar you may wish to check the breed guide for an idea of what size your pet will need.

Still a perfect fit? After wearing a new collar for a short time, check your dog’s neck. If your dog has any redness or hair loss under the collar then adjust the collar to make it bigger. It is especially important to regularly check the fit of a puppy's collar, as they can out-grow a collar very quickly.

How do I measure for a pet harness?

There are two measurements that need to be taken when sizing for a dog harness:

The Chest Measurement
Using a tape measure or string, measure the chest at its broadest point, (this is usually directly behind the front legs.)

 

 

 

The Neck Circumference
Measure the circumference of your pet’s neck as you would for a collar. Ensure that this is not tight, (you should be able to get two fingers behind the measuring tape) before noting the measurement.

 

 

How do I measure for pet clothes?

There are three measurements that need to be taken when sizing for dog clothes:

The Body Length
Measure from the base of your pet’s head (where the collar normally sits) along the backbone to the base of the tail (the point where the tail begins).

 


The Chest Measurement
Using a tape measure or string, measure the chest at its broadest point, (this is usually directly behind the front legs.)

 

 

 

The Neck Circumference
Measure the circumference of your pet’s neck as you would for a collar. Ensure that this is not tight, (you should be able to get two fingers behind the measuring tape) before noting the measurement.

 


Leg Length (optional)
Measure from the point where the collar usually sits at the shoulder, straight down to the paws. (Although this measurement is not as important as the others, it will give an indication of how far down garments, such as hoodies, will fall on the legs.)

How do I choose the right size pet clothes?

Because every pet is different with a unique body shape, it is important to ensure that new pet clothes fit properly. Check that you can fit two fingers under the neck, that the chest is not too tight or restrictive, and that the garment is not too long near the tail as it will get dirty when they sit down.

How can I buy pet collars, harnesses, and clothes based on breed?

Although, it is recommended that pets are measured before choosing new designer pet clothes, we know that this isn't always possible when buying gifts or for new puppies. The size chart below is a guide only, as all pets are unique and therefore may not fit into their breed's 'standard' size. Within breeds, there will be some size variation between the genders with females being smaller (sometimes one or two sizes smaller than males of the same breed.)

 

Neck Measurement
Chest Measurement Body Length Breed (Guide Only)
Tiny
13 to 15cm
23 to 25cm 15 to 17cm Cat, Teacup breeds, Toy and Miniature breeds
Small-breed puppies, Miniature Yorkshire, Chihauhau pup
XX-Small
17 to 19cm 27 to 29cm 19 to 21cm Cat, Chihauhau, Maltese, Miniature Poodle,Chinese Crested, Pappillion
Toy Poodle, Pomeranian, Yorkshire Terrier, Miniature Pinscher
X-Small
21 to 23cm 31 to 33cm 23 to 25cm Yorkshire Terrier, Chihauhau, Maltese Pomeranian
Cavalier King Charles, Miniature Poodle, Westie, Maltese, American Cocker (girl), Miniature Schnauzer
Small 25 to 27cm 35 to 37cm 27 to 29cm Shih Tzu, Pekingnese, Poodle Miniature Shnauzer

Medium
28 to 30cm 43 to 45cm 31 to 33cm Shih Tzu Pekingnese Mini Schnauzer, Pug

Large
31 to 33cm 47 to 49cm 35 to 37cm Fox Terrier, American Cocker

X-Large
34 to 36cm 51 to 53cm 39 to 41cm

Standard Pug, Westie, Beagle, Scottish/Cairn/Irish/Border Terrier,Shih-Tzu, Mini Poodle, English Cocker, Patterdale, Fox Terrier

XX-Large 37 to 39cm 55 to 57cm 43 to 45cm Shar Pei, Ridgeback, small Labrador (girl) Weirmaraner (girl)
Afghan Hound, Airedale, Setters, Retriever
Big
40 to 42cm 59 to 61cm 47 to 49cm

How do I care for pet collars and clothes?

COLLARS

Imitation-leather pet collars can be wiped clean with a damp soft cloth and mild soap.

Fabric collars can be hand washed with mild soap

 

CLOTHING

Most pet clothes can be washed at 30 degrees in a gentle wash. If they feature embellishments they should be hand washed in warm water. All clothes should be hang-dried. Individual product pages give details of garment care.


SHOPPING
Do you have a shop I can visit?

We currently do not have premises open to the public. Our warehouse and Head Office is unable to accept order collections in person. However, we do have a large number of stockists that you can visit to try on products and buy. Find your nearest stockist here.

Can you get a different size or colour of a product for me?

Do let us know if you spot a product you love but need it in a different size, style, or colour, as we might be able to obtain it for you. For example, most of the clothing range that we stock we can get in Tiny (10" chest) size. Prediletto Pet Couture can produce much larger sizes, and can also make one-off designs.

I can't find what I'm looking for, can I make a suggestion?

We'd love to hear your suggestions for future products. Please send us a message using the contact form. If you leave your email address we'll send you an update if we get your suggested product or similar in stock.

Can I buy a gift card?

Gift cards can be purchased here. We can send you a physical card or an e-card to give to the receiver.


ORDERING
How do I place an order?

To order online simply add your chosen products to your basket and then follow the 2-step checkout process to complete.

To order via email, send your product choices and delivery details to princeprincess@inbox.com. To order via mail order, you can print off our order form and post it to Palace Boutiques, 64 Lathom Drive, Rainford, St Helens, Merseyside, WA11 8JR. Although we can accept orders over the phone, unfortunately we can not accept payment over the phone to protect your security.

How do I place an order for customised and personalised items?

Add your selected products to your basket. You can then add your instructions for personalisation in the Special Instructions box on the basket page before you enter the checkout process.

How do I redeem a gift card or discount code?

During the checkout process you can add your gift or discount code in the promotional code box and the value will be deducted from your order.

How do I know if my order has been received?

After placing an order you will be sent an email to confirm that we have received your order.If you do not receive this, please get in touch with us.

How do I know if my order has been dispatched?

After your order has been packed you will be sent an email to confirm that we have dispatched your order. Depending on the delivery service you select, you may receive an update email that includes a tracking number for your package.

How do I change an order?

You can reply to the order confirmation email to change an order. Please note that it may not always be possible to amend an order or stop an order from being dispatched, as we endeavour to process orders as soon as possible.

What payment methods do you accept?

All major credit and debit cards via PayPal (you do not need a PayPal account.) PayPal direct to palaceboutiques@inbox.com (you do not need a PayPal account.) Cheques, Postal Orders, Bankers Drafts made payable to Palace Boutiques. Please note that foreign cheques will incur an additional 10% charge. Payment is made in GB Pounds Sterling. Direct Bank Transfers (BACS, CHAPS and FPS) secure electronic payments from your bank to ours. Payment is made in GB Pounds Sterling. If you reside outside of the UK, payment will be converted at the current conversion rate automatically.

When will payment be taken?

When you place an online order and pay by card, you will be directed to the PayPal payment page. When you press 'Pay Now', PayPal will immediately contact your bank/card issuer for authorisation and take payment from your account. Once the payment is authorised, you will be directed to our main website and will receive an order confirmation by e-mail within a few minutes.

Are there any taxes to pay?

None. The price you see is the price you pay. However, international customers who reside outside of the EU may have to pay tax or customs duty on imports.

Is shopping at Prince & Princess Petwear secure?

Yes. Prince & Princess Petwear does not store, or have access to, any financial or personal information. This is securely stored on PayPal’s servers and is heavily guarded, both physically and electronically. To further shield your credit card and bank numbers, PayPal do not directly connect their firewall-protected servers to the internet. Your personal and credit card information is protected when transmitted online, because PayPal verifies that your internet browser is running Secure Sockets Layer 3.0 (SSL) or higher, and protects your data with an encryption key length of 128 bits (the highest level commercially available). Prince & Princess Petwear is a verified PayPal member, which means that we have passed PayPal security checks.

What are your delivery options?

UK
Royal Mail Second Class (2-3 days) £2.65
Royal Mail First Class (1-2 days) £3.00
Royal Mail Second Class Recorded (1-2 days) £3.75
Royal Mail First Class Recorded (1-2 days) £4.10
Priority Courier before 1pm (1-2 days) £9.50*
Priority Courier before 9am (1-2 days) £22.00*
*UK Mainland only, excludes Highlands and Islands, Northern Ireland, Channel Islands

FREE STANDARD UK DELIVERY WHEN YOU SPEND £25

EUROPE
Europe Royal Mail AirMail (3-7 days) £4.00
Royal Mail AirMail Signature (3-7 days) £9.00
Royal Mail Airsure Tracked (3-7 days) £10.50


REST OF THE WORLD
Royal Mail AirMail (5-7 days) £4.95
Royal Mail AirMail Signature (3-7 days) £10.30
Royal Mail Airsure Tracked (3 - 7 days) £10.45

Please note that all delivery times are approximate only.

When will my order be delivered?
We usually process orders within 1 - 2 working days (please allow extra time during busy periods such as Christmas or when ordering customised items.) Once dispatched, delivery approximately takes: UK - 1-3 working days if sent via Royal Mail First Class or courier. Europe - Airmail 3-7 working days, or up to 72 hours if sent via courier. Rest of World - Airmail 5-7 working days, or up to 72 hours via courier.
Can I have my order delivered to a different address to my billing address?

Yes. During the checkout process you have the choice to send your order to a different address, such as your workplace, if it is more convenient, or if you would like to send a gift to someone. We can also add delivery instructions, such as leave in porch, to the front of the parcel in case you are not available at the time of delivery (just add them to the Special Instructions Box on the basket page.)

What happens if I am not in when the parcel arrives?

Most of our items, such as collars and clothes, fit easily through standard letterboxes, so you will not have to be in unless you have selected a delivery service that requires a signature. For larger orders, or orders of a high value, you will need to be available for delivery. Our carriers will leave a calling card if you are not in and you will be able to collect your order from the local depot or arrange a further delivery if possible.

What happens if my order is non-deliverable or goes unclaimed?

If your order is returned to us by the carrier as refused, undelivered, or unclaimed, we will contact you. We will need to recharge the delivery costs if you want the order to be sent again.

Why have I only received part of my order?

It is not unusual for Prince & Princess Petwear to send orders in more than one consignment, especially when personalised or advance orders have been placed, or when items were temporarily unavailable at the time an order was placed. In the unlikely event that a product becomes permanently unavailable, Prince & Princess Petwear will offer a full refund or send alternatives that are of an equal or higher value, as will be agreed.

What is your Returns Policy?

Prince and Princess Petwear have high quality standards so we are sure that you will be happy with any purchase you place with us. However, in the unlikely event that you are not satisfied, we offer a 21-day, no questions asked, returns/exchange policy on all of our products. Products returned to us must be securely packaged, and in an unused, resaleable condition, with any tags attached. We recommend that you obtain proof of postage and /or use Recorded delivery. For your convenience you can Print a Returns Slip HERE. If a refund is requested, a full refund including postage will be issued, usually within 7 days upon receipt of the returned goods. Postage costs for returning items are the customer’s responsibility unless a product is defective or the wrong item has been sent, in which case return postage costs will be reimbursed up to the value of 2nd Class Recorded Mail. Please note that bespoke items such as Personalised Couture Clothing, or collars that have been adjusted using our Custom Fitting Service, are non returnable unless they are defective.

What is your Exchange policy?

You can exchange any item for a different size/colour/style within the 21-day returns/exchange period. Products returned to us must be securely packaged, and in an unused, resaleable condition, with any tags attached. We recommend that you obtain proof of postage and/or use recorded delivery. For your convenience you can Print a Returns Slip HERE. Postage costs on exchanges are the customer’s responsibility. Small items can be exchanged for free, but for bulky or heavy items that require a courier, postage and packing may need to be recharged.

I have ordered the wrong size/colour, what do I do?

You can exchange any item for a different size or colour within the 21-day returns/exchange period. Products returned to us must be securely packaged, and in an unused, resaleable condition, with any tags attached. We recommend that you obtain proof of postage and/or use recorded delivery. For your convenience you can Print a Returns Slip HERE. Postage costs on exchanges are the customer’s responsibility. Small items can be exchanged for free, but for bulky or heavy items that require a courier, postage and packing may need to be recharged.his is the answer to question 3.

I have received the wrong item, what do I do?

Occasionally, our human packers make a mistake and send the wrong item. We recommend that you obtain proof of postage and /or use Recorded delivery when returning the item to us. For your convenience you can Print a Returns Slip HERE. Your return postage costs will be reimbursed up to the value of 2nd Class Recorded Mail and the correct item will be sent to you.

I have received a faulty or damaged item, what do I do?

Occasionally, our human packers may send a faulty item or an item may get damaged in transit. We recommend that you obtain proof of postage and /or use Recorded delivery when returning the item to us. For your convenience you can Print a Returns Slip HERE. Your return postage costs will be reimbursed up to the value of 2nd Class Recorded Mail.

How long will it take to get a refund?

We usually send refunds within 7 days, although please allow up to 28 days during busy periods. Once it reaches your bank, it may take a few extra days for your bank to process the payment and appear in your account.

 

What is your privacy policy?

We respect your privacy and we will never disclose any of your information to a third party. The data we collect includes names, and contact information. This data is kept completely secure and is used only for facilitating the processing of orders, and for sending email notices of sales and promotions which we feel may be of interest to you. (You may, of course, opt out of such marketing emails.) We do not have access to credit and debit card information. Under the Data Protection Act 1998, you have the right to check that the details we have on you are accurate, and the right to have this data promptly amended if there are inaccuracies, or have it removed completely from our system.

What is your cookies policy?

Cookies are used on this website to remember the contents of your shopping basket (so you don’t have to add the same items to your basket if you decide to leave the website and return later.) Traffic Log cookies provide solely statistical data which enable us to identify which pages are being used, and where website traffic is being referred from. Data collected by these cookies are anonymous. A cookie does not give us access to your computer or any information stored on it. You can accept or decline cookies within your browser by going to ‘Tools | Internet Options | Privacy’ and selecting accept or decline.

Will you send me marketing if I make a purchase?

During the checkout you will have the opportunity to opt in to receive offers and promotions. You won't receive these occasional marketing communications unless you un-tick the box. You can unsubscribe at any time by emailing us.

What are your contact details?

 

Email:
princeprincess@inbox.com

Address:
Prince & Princess Petwear
64 Lathom Drive,
Rainford,
St Helens
Merseyside
WA11 8JR
England

Telephone:
07926773517

Do you offer wholesale products to the trade?

Prince & Princess Petwear offers its pet accessories online to the retail trade, including pet boutiques, both online and bricks and mortar retailers, dog grooming parlours, boarding kennels and catteries, veterinary clinics, Facebook sellers,auction sellers,…to name but a few. Register for a trade account here.

Where can I find your Terms and Conditions of sale?

Our full Terms and Conditions can be found here.

How can I sign up to your newsletter?

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Other questions?

We are happy to answer any other queries. You can email us at princeprincess@inbox.com or use the contact form.