If I order, how long will it take for me to get my items?
***The current waiting list stands at a little under 2 weeks from order date to shipping***
We make everything to order but aim to get all items in the post within 15 working days (i.e. weekends and public holidays are not included) of the order arriving with us, many orders are shipped much quicker than this. Custom and special order items, at worst, can take up to 30 working days to ship as we may have to order items in from suppliers for you. At busy times, like the run up to Christmas, order times are understandably longer but we will ALWAYS get items out as quickly as possible. If you need your items urgently please drop us an e-mail and we will see what we can do for you, (urgent is a new dog without a safe collar or similar).
Once in the post (mail) we are in the hands of Royal Mail, or your local delivery service.
What sort of quality are your products?
All our items are made with safety in mind first, that is our priority, and we take this very seriously. We test everything we make very carefully (yes, we have even towed a car using one of our martingales) and are more than happy to recommend our collars to owners of large keen Sighthounds. The chances of your collar breaking are slim to none due to our choice of materials and manufacturing techniques. However, please examine your Silver Peacock collar (as with any other collar) from time-to-time to ensure that there are no problems with the collar that would affect it's safety. Any collar showing signs of wear or damage (excluding cosmetic damage) should be replaced. Please contact us if you need any advice, we are always happy to help.
Every item offered for sale on the Silver Peacock website has been made to the highest standard of quality, from top quality fine fabrics such as silk, satins and 100% cottons. With this in mind, some items are going to be more delicate than High Street products - they are luxury items after all!! So a little care may be needed to prolong the life of some items - just like your favourite dress or pair of shoes! Satin and woven sari fabrics in particular are more susceptible to wear and should therefore be cared for accordingly to prolong their looks.
As every dog wears their collar differently, and because of the huge range of fabrics we use, Silver Peacock do not guarantee fabrics against normal wear and tear, but if you have a problem with stitching, (as unlikely as it is) we will be happy to repair your collar your you.
You as the customer are responsible for determining the suitability of our collars or products for your individual needs, hound's temperament and/or lifestyle. By purchasing, you acknowledge that you accept all responsibility for the use of the collar or product. If in doubt, please put your hound's safety first!
Please note that all items are hand made, and as such may vary slightly from the image shown. There may also be minor variations in actual dimensions and specifications.
Do you ship outside the UK?
Yes, we currently ship within the European Union. Due to legal advice from our insurers we are unable to ship to other countries at this time. we are working to resolve this.
European customers have the option of paying an additional surcharge to have their parcel sent by tracked service for their peace of mind..
But, please be patient, once posted your order is in the hands of the delivery services and can take up to 3 weeks to arrive dependent on where in Europe you are, and whether the local customs service has held the parcel for any reason.
The customer is liable for any customs and/or sales tax charges levied by their own country resulting from the order.
How much does postage cost?
Postage and packing charges are calculated at checkout and are dependent on the value of the order and location they are to be shipped to.
There are two levels of postage and packing charge, Standard (as default) or a tracked service.
For UK customers we use Royal Mail 1st class as standard and "Special Delivery before 1pm" if you opt for a tracked service. For European customers we use "Royal Mail Air Mail", or a tracked service can be chosen at additional cost for peace of mind.
Postage is shown, and can be selected, in the shopping cart.
I have an old Silver Peacock collar, can I send the metalwork back?
Yes! You can either send the metalwork back for us to make you a new collar (please e-mail us for details) or you can send them to us to make special new collars for Rescue sighthounds in kennels across the UK and Ireland. Many smaller rescue groups are always in need of sturdy martingale collars in particular, and although many of our collars wouldn't be suitable for the kennel environment we have a specially designed collar that is proving to be more than capable of withstanding kennel life.
What if I want to return or exchange something?
Getting the sizing of a collar right, or matching colours can, we know, be a tricky business so we are always happy, where we can, to offer and exchange, but please note exchanges and refunds are a time consuming and costly business for both parties, so it's better for all if you pick the right thing first time - we are always more than happy to answer questions about our products and help and advise you, please do e-mail us if you need any help at all!
You can return an order within 14 days following the date of delivery of that order. Custom orders which have been made specifically to a customers own requirements are excluded, refunds or exchanges for these items is solely at Silver Peacock's discretion.
To return an item you need to contact us by email at firstname.lastname@example.org as soon as possible after receiving the order stating the e-mail address used to place the order and reason for return.
Silver Peacock will then send you an acknowledgment email detailing how to return your product. Within seven days of receipt of this email, you must then return the item in its original condition, and at your own cost; and Silver Peacock will send you a refund or arrange for an exchange. Refunds are only available to the original purchaser of the item.
We will not refund any sales tax or duties payable on orders outside of the EU.
Any item returned outside of the above time periods, can only be returned at the discretion of Silver Peacock.
The item must be in original condition (must not have signs of wear i.e. no dog fur or odour).
To return the item, pack the item safely and send it back to the address given in the return acknowledgement e-mail.
You will be responsible for the postage fees to return the goods unless the item is faulty, not the item you ordered, or was delivered to you by mistake. We will inform you as soon as we receive the item back. We cannot accept liability for an item lost or damaged in transit. This returns policy does not affect your statutory rights.
Silver Peacock does not accept liability for missing items or damage to deliveries unless you notify us of this within seven days of receipt of the delivery
If you have any questions on returns or exchanges, please send us an email to email@example.com
What if I want to cancel my order?
Under UK law, you are entitled to cancel your order for any item within seven working days of delivery, excluding custom items. To cancel the order, please return the order to us (as described above) with a covering note stating that you are cancelling your order. Please pack the item securely and send it back to us within seven working days of the date the item was delivered to you.
For your protection, please use a recorded delivery service. Please note that you will be responsible for the costs of returning the item to us.
I think my order should have arrived by now, what should I do?
If you have placed an order and you think that the delivery is overdue, please do not hesitate to contact us at the following email address: firstname.lastname@example.org and we will inform you of the status of your order as soon as possible.
Do your products actually look like the photographs?
We do our best to represent our products to the best of our abilities, colour matching photos with the original items before publishing pictures, for example. However there may be occasions where products may appear slightly different to how they are displayed on the website, this is often due to screen / monitor settings of individual computers - we are also finding with the increasing use of tablets and mobile phones, colours on these devices is much brighter / more saturated, we have no control over this - we recommend you view our website on a large screened device if you require a close colour match. Occasionally items may appear slightly larger or smaller than actual size due to screen defaults and photography techniques. Other items may be represented at a larger than actual size in order to clearly show details or smaller than actual size in order to show the entire item. If in doubt - Ask, colour swatches and other samples of fabric can be sent out in most cases.