FAQs
Shipping & Delivery
Where is my order?
We strive to complete and ship out every order as soon as possible! However, this can vary depending on your order.
If you have designed your own product, please allow up to 7 working days before your order will be dispatched.
If you have ordered an existing product, your order will be dispatched as soon as possible.
Once your order is dispatched, you will receive a dispatch email from us confirming the delivery details and tracking number.
For your convenience, all orders come with tracking information, allowing you to monitor your delivery at any time. Simply follow this link to track your order with our trusted delivery partner, Evri.
How long does delivery take?
At Zero&Co., we partner with our trusted delivery provider, Evri, to ensure your orders arrive promptly. Our standard delivery typically takes 2-4 business days.
For your convenience, all orders come with tracking information, allowing you to monitor your delivery at any time. Simply follow this link to track your order.
Do you deliver internationally?
As a UK based designer, we love to see our products reach all corners of the globe!
Simply email us at info@zeroandco.co.uk with the details of the products you're interested in, and we’ll get back to you with a quote as soon as possible.
Products & Stock
How long will my order take to make?
Some of our products are ready to buy! Which means we have ready made products in stock and can be sent out to you as soon as possible You can browse these here - Shop All Collections
If you have designed your own, we aim to dispatch orders within 7 working days of your order being placed. However, due to the handmade nature of our items, some products can take a little longer to dispatch. You will receive an email notification once your order is placed with more information.
If you wish to know the exact timescale for your order, please email us at info@zeroandco.co.uk before placing and we can give you an estimate.
Turnaround times exclude delivery time.
What size collar or lead should I order?
For more information on how to measure your pet for a collar or lead, please visit our Size Guide
Our products come in standard sizes, but if you're looking for something different, feel free to reach out to us at info@zeroandco.co.uk. We’d be happy to discuss a bespoke option tailored just for you.
Don’t forget! You can design custom collars and leads that work for both you and your pup. Pick any size or color combo to create the perfect matching accessory as unique as you and your pup.
How do I clean my Zero&Co. products?
Zero&Co. pet accessories are incredibly low-maintenance, to ensure your accessory is looking and smelling new, simply wipe down with a damp cloth or give a quick rinse with some washing up liquid and you're good to go!
Please see our Product Care Guide for more information.
Returns & Refunds
Can I return, refund or exchange my order?
We're here to help!
To request a return, refund or exchange. please email us at info@zeroandco.co.uk.
If you would like a refund, you can request a refund in line with our Returns Policy.
If you would like an exchange, we strongly advise you to request a refund and purchase your desired product separately. You will receive your desired product much quicker this way.
If you have ordered the incorrect size we may be able to offer an exchange for the correct size, but this will be at the customer's expense (Please note the product you return will need to be in a new unworn condition)
We cannot accept returns or refunds on items which have been custom made to order.
Any items which are faulty upon arrival are entitled to a refund, provided the customer provides us with photographic proof of the fault.
Unfortunately, we cannot accept returns on sale items or gift cards.
To request a return, refund or exchange. please email us at info@zeroandco.co.uk.
Please review our Returns Policy here for more details.
What is your returns policy?
Please note, this Returns Policy does not affect your statutory rights in any way.
Zero&Co. has a 28 day returns policy from the date your product has been received. Due to hygiene reasons, we are not able to accept any used or soiled products.
Any items which are faulty upon arrival are entitled to a refund, provided the customer provides us with proof of the fault.
If an item is returned in an unsatisfactory condition (used and or dirty, unless faulty) or is outside of the timeframe stated above, Zero&Co. will not be able to issue a refund.
To start a return, refund or exchange. please email us at info@zeroandco.co.uk.
Please see Returns Policy here
Order & Stock Issues
Can I be notified when a product is back in stock?
Uh-oh, did your favourite product sell out? No worries! Simply pop your email in the ‘Notify me’ option under the out-of-stock notice, and we’ll send you an email as soon as it’s back in stock. That way, you’ll never miss out again!
What do I do if my item is faulty or damaged?
In the rare occasion that you receive a faulty or damaged item, please make us aware as soon as possible so that we are able to resolve this urgently.
To do this, you will need to request a return. To do this, please email us at info@zeroandco.co.uk with details of your return. You will be required to provide photographic evidence of the fault for us to review and inspect, so that we are able to follow this up with the appropriate department to ensure this doesn’t happen again.
What do I do if my item is incorrect?
In the unlikely event that you receive an incorrect item , please make us aware as soon as possible so that we are able to resolve this urgently for you.
To do this, you will need to request a return by emailing us at info@zeroandco.co.uk. You will be required to provide photographic evidence for us to review and inspect, so that we are able to follow this up with the appropriate department to ensure this doesn’t happen again.
We will credit you with costs for delivery of the incorrect item and you will receive an expedited delivery date for your original order.
We will credit you with costs for delivery of the incorrect item and you will receive an expedited delivery date for your original order.
Contact Us
How do I contact customer service?
We love to hear our customers' thoughts and feedback to continually improve our products and service!
If you’d like to speak with our customer service team, please fill out the contact form found on our Contact Us Page and a member of our team will contact you within 48 hours.