Returns and refunds

You can't take a dog into a fitting room, so we take the risk instead of you. If the size is wrong we send the right one. If the coat isn't right at all, you get your money back. You have 30 days from delivery either way.

The Perfect Fit Promise

If the coat doesn't fit your dog, email us within 30 days of delivery with two things:

A photo of your dog wearing the coat, so we can see how it sits.

The chest measurement you took, in inches or centimetres.

We ship the correct size free. You keep the first coat, or pass it to a dog who needs one. Nothing goes back in the post.

Those two things aren't hoops to jump through. The measurement tells us which size to send instead of guessing twice, and the photo shows us whether the problem is the size or the fit.

Still not right

Some dogs won't wear a coat with sleeves, and some coats just aren't what someone pictured. If that's where you land, tell us within 30 days of delivery and we refund you in full, every cent, including nothing held back for shipping.

The short version

Wrong size	Free replacement in the right size. 30 days from delivery.
Changed your mind	Full refund. 30 days from delivery.
Arrived damaged	Free replacement or a full refund, your choice. 7 days from delivery.
Something breaks	Free replacement under the one-year warranty below.
Sending it back	Never necessary. We settle everything from a photo.

One swap per order

The Perfect Fit Promise covers one replacement per order. A warranty replacement doesn't use up your swap. We keep this simple because we trust you to use it the way it's meant.

If the replacement still isn't right, you have 14 days from the day it arrives to ask for a full refund instead, even if your original 30 days have run out by then. Swapping late never costs you the refund.

One-year warranty

For one year from the day your coat arrives, we replace it free if the zip, the stitched seams, or the D-ring attachments fail under normal use. Send us a photo of the problem and your order number. Nothing comes back to us and there's no charge for the replacement or the shipping.

If the same coat is no longer available we replace it with the closest equivalent we stock.

What the warranty doesn't cover:

Chewing, scratching or anything else your dog does to it on purpose.

Normal wear. Fabric fades and softens with use, and a waterproof shell sheds water less well as it ages. That's the coat doing its job, not failing at it.

Washing it hot, tumble drying it, ironing it, bleaching it, or using fabric softener. The care instructions are on the product page and they matter.

Accidents, snags on fences and branches, or damage from something other than normal wear.

How to start any of this

One email to support@shoproyaltails.com. Include your order number, what's wrong, and a photo. For a size problem, add the chest measurement.

A person reads it and answers, usually the same day. We don't have a form to fill in or a ticket number to quote back at us.

When the money lands

We issue approved refunds to your original payment method within one business day of agreeing them. Your bank or card issuer then takes its own time, usually 5 to 10 business days, before it shows on your statement. That part is out of our hands.

Cancelling before it ships

Email us before your order goes out and we cancel it and refund you in full, no questions and no window to worry about. Once it's with the carrier we can't recall it, but everything above still applies from the day it arrives.