Real answers, no fluff. If you can't find what you need here, email support@fell.pet. We usually reply within 24 hours, and always within 4 days.
Shipping & delivery
How long does delivery take?
5–12 business days. Delivery is free on orders over £20, and a flat £3.99 below that. We currently deliver within the United Kingdom.
Do you ship outside the UK?
Not yet — we're focused on the UK for now. If you'd like to order from elsewhere, email support@fell.pet and we'll see what we can do.
How do I track my order?
You'll get a tracking email as soon as your order ships.
Returns & guarantee
What's your return policy?
30 days, no questions asked. If it's not right for any reason, send it back for a refund — it doesn't need to be faulty.
How do I start a return?
Email support@fell.pet with your order number. We'll walk you through it from there.
What does the 5-year guarantee cover?
Manufacturing defects — faults in materials or workmanship — for 5 years from the date of purchase. It doesn't cover normal wear and tear, accidental damage, or misuse.
Something arrived damaged or faulty — what now?
Email support@fell.pet with photos and your order number. We'll sort a replacement, repair, or refund at no cost to you.
Sizing
How do I pick the right size?
Every product with sizes has a size guide on its page. As a rough guide for the Form Collar and Form Lead: S suits smaller breeds like a Spaniel, XL suits larger breeds like a Great Dane. When in doubt, size up rather than down — a collar should sit two fingers'-width from the neck, not tight against it. Rest Den runs S/M/L by weight: S for dogs up to 10kg, M up to 20kg, L up to 35kg.
I ordered the wrong size — what now?
You're covered by the 30-day return window either way — email support@fell.pet and we'll sort an exchange.
Materials & care
What are the Sage collar and lead pieces made from?
The Form Collar, Form Lead and Collar & Lead Set are sage green velvet over a structured nylon base, with brushed gold hardware throughout — buckle, D-ring, and bolt snap. Every other product lists its materials on its own page.
How do I look after it?
For the velvet collar and lead pieces: spot clean with a damp cloth, don't machine wash, and dry flat. A soft, dry cloth is all the hardware needs. Care instructions for everything else are on each product page.
Payment
What payment methods do you take?
All major cards, PayPal, Apple Pay, Google Pay, and Shop Pay — shown at checkout.
Can I change or cancel my order?
Email support@fell.pet as soon as you can and we'll do our best — we can't guarantee a change once an order's already on its way.
Still stuck?
Email support@fell.pet. We usually reply within 24 hours, and always within 4 days.