FAQ

🐾 Trinkety Paws

Frequently Asked Questions

Welcome to our FAQs section!
Here you’ll find quick answers to our most common questions about orders, delivery, materials, sizing, care, exchanges, and more.

If you can’t find what you’re looking for, please don’t hesitate to contact us at info@trinketypaws.co.uk - our small team is always happy to help.

Please allow us up to 48 hours for us to respond to your email. 

📦 Delivery & Dispatch

How long will it take for my order to be made and shipped?
All of our products are handcrafted to order in our UK workshop. Most orders are dispatched within 2–4 business days, which is often just as quick as ready-made retailers.
During busier times (such as Christmas or major show seasons), processing may take a little longer - if you need your order for a specific date, please get in touch before ordering.

How long do UK deliveries take?

  • Royal Mail Tracked 24: usually arrives within 1–2 business days after dispatch.

  • Royal Mail Tracked 48: usually arrives within 2–3 business days after dispatch.

Do you ship internationally?
Yes, we ship worldwide!

  • Europe: 5-7 business days

  • Worldwide: 7-14 business days

  • All international orders are sent via Royal Mail International Tracked & Signed.

How can I track my order?
You’ll receive a dispatch email with your tracking link once your parcel has been shipped. If it hasn’t arrived, please check your spam folder or contact us for help.

What if my order is delayed?
Please use your Royal Mail tracking link to check its status.
If your parcel hasn’t updated for more than 7 working days past the estimated delivery date, contact us - we’ll reach out to Royal Mail on your behalf to investigate.

💳 Exchanges & Returns (Summary)

We understand that sometimes things don’t work out - and we’re here to make it simple.

Eligible Items:
We’re happy to accept exchanges or credit notes for items from our standard, pre-designed range within 14 days of delivery, provided the item is unused, in new condition, and (if applicable) still has its tags attached.

Exclusions:
We cannot accept returns on:

  • Custom or “Design Your Own” products

  • Personalised or made-to-measure items

  • Sale and Outlet items

  • Used, worn, or damaged items

How to request a return or exchange:
Email info@trinketypaws.co.uk within 14 days of receiving your order. Please include your name, order number, and whether you’d like to exchange or request a credit note.

Return Address:
Trinkety Paws Ltd.
Unit 4 Tower Court
Irchester Road
Wollaston
Northamptonshire NN29 7PJ
United Kingdom

Postage:
Return postage costs are the buyer’s responsibility. We recommend using a Tracked service for peace of mind.

Refunds:
Refunds are only issued in cases where an incorrect or defective item was sent. Please allow 7–10 business days for funds to appear once processed.

Restocking Fee:
A 10 % restocking fee applies to refunded items. (No fee applies to exchanges.)

For full details, please see our dedicated Exchanges & Returns Policy.

🧵 Repairs & Alterations

We offer professional repairs and alterations for Trinkety Paws products, even beyond warranty, provided the item is safe and hygienic to work on.

How it works:

  • Contact us by email with clear photos of the item and a brief description.

  • We’ll provide an approximate quote for repair or alteration.

  • Once approved, you can post the item to our workshop.

Costs:
Repair and alteration fees depend on complexity and replacement materials. We’ll always confirm costs before proceeding.

Cleaning Requirement:
Please ensure items are clean before sending for repair. An £10 cleaning surcharge will be applied if deep cleaning is required before work can begin.

Send Repairs To:
Trinkety Paws Ltd.
Unit 4 Tower Court
Irchester Road, Wollaston
Northamptonshire NN29 7PJ, UK

We recommend using Royal Mail Tracked Delivery (please avoid “Special Delivery,” which is expensive and non-trackable).

🐶 About Our Materials

We believe that style should never come at the expense of strength, comfort, or ethics. Every Trinkety Paws product is made using premium, pet-safe, and cruelty-free materials - chosen for durability, beauty, and performance.

What is BioThane®?

BioThane® is a premium coated webbing made in the USA. It’s strong, flexible, fully waterproof, odour-resistant, and wipes clean in seconds. With a break strength of around 280 kg, it’s stronger than leather - and vegan too.

What is Waterproof Webbing?

Our waterproof webbing is a PVC-coated alternative to BioThane®. It’s 100 % waterproof, easy to clean, and budget-friendly - ideal for longer products like long lines.

BioThane® vs Waterproof Webbing

Both are waterproof and easy to maintain, but BioThane® offers superior flexibility, a smoother finish, and longer lifespan. We offer both so you can choose the material that best fits your dog, lifestyle, and budget.

Rope Products

Our ropes are made from OEKO-TEX® certified polypropylene - lightweight, moisture-resistant, quick-drying, and incredibly strong (break test strength over 650 kg). The rope floats, doesn’t absorb water, and resists mildew - perfect for active dogs.

Hardware Options

Our fittings come in multiple finishes - Silver, Black, Rose Gold, Antique, Rainbow, Stainless Steel, Gold Brass, and Aluminium.

  • Zinc Die-Cast fittings (coloured hardware) are perfect for everyday adventures but not suitable for saltwater use.

  • Stainless Steel, Gold Brass, and Aluminium fittings are corrosion-resistant and perfect for coastal adventures.

For dogs who live by the sea, check out our Everlast Collection - built specifically for saltwater use and only available in our corrosion-resistant hardware fittings.

🧽 Care & Maintenance

Cleaning BioThane®

Wipe with warm soapy water and a soft cloth. For stubborn dirt, soak briefly and scrub gently. Avoid bleach or harsh cleaners. Regular cleaning keeps your lead or collar fresh and the hardware free from buildup.

Cleaning Rope

For light cleaning, use soapy water and a cloth. For a deep clean, pop into a pillowcase or wash bag and machine wash at 30 °C. Avoid high heat or direct sunlight to prevent fading.

Caring for Hardware

Wipe regularly to prevent grime buildup. After cleaning, spray buckles or clasps lightly with WD-40 to keep them smooth and corrosion-free.
Tip: For coastal use, always rinse with fresh water after salt exposure.

📏 Sizing & Measuring

Measuring for a Collar

Use a soft tape around your dog’s neck where the collar will sit. Leave two-three fingers’ space under the tape for comfort.

Measuring for a Harness

Our harnesses are made-to-measure. We’ll guide you through accurate measuring - just message us or see our Instagram guide for visuals. Here is the link: https://www.instagram.com/reel/DHWaVK0CJMI/?utm_source=ig_web_copy_link&igsh=MzRlODBiNWFlZA==

Lead Lengths

We offer a range of lengths from short control leads to 10ft training leads and up to 20m long Long Lines. Our standard lead length usually is 120cm (4ft), but you can customise your preferred length under our Design Your Own section or in the product selection.

🛠 Warranty

All Trinkety Paws products come with a 6-month warranty covering manufacturing faults under normal use. This does not cover wear-and-tear, misuse, or chewing damage.

If you experience an issue, email us with photos - we’ll always aim to repair or replace where appropriate.

💌 Still Need Help?

Reach us anytime at info@trinketypaws.co.uk or via our social channels @trinketypaws.
Our small team reads every message personally and we’ll get back to you as soon as possible.