Frequently Asked Questions

Have a question about Rudy & Lou?

Take a look to see whether one of our frequently asked questions can help to answer your questions, alternatively get in touch and we will be delighted to assist you.

How long will it take for my order to arrive?

If you placed your order with us before 12pm on Monday to Friday, your order will be processed and booked shipped that same day. Delivery times may vary, however are approximately 2-3 days.

Orders placed on a Saturday, Sunday or Bank Holiday will be processed and shipped on the following working day.

Once your order is on the way, a separate email notification will be sent with shipping details.

We currently do not offer a next day delivery service.

How much is shipping?

We offer free shipping on all mainland UK orders over £20. For orders under £20, delivery will be charged at £2.99.

Do you ship outside of the UK?

We currently offer international shipping to these countries –

USA

Canada

Japan

Australia

Germany

France

China

Belgium

Netherlands

This is based on parcels up to 250g. We currently offer two international shipping options – Royal Mail International Standard or First Class International Tracked.

If we do not currently ship to your country, please get in touch info@rudyandlou.co.uk and we will try our best to accommodate your request!

How do I request a return / exchange?

Please refer to the instructions provided on the delivery and returns slip that we included in your parcel. If this is missing, please email info@rudyandlou.co.uk and we will be happy to assist.

My product is faulty, what do I do?

We are so sorry to hear there is a problem with your purchase, please email info@rudyandlou.co.uk with your order number and any supporting pictures/information and we will come back to you as soon as we can.

Can I clean my leather accessory?

Yes – We advise that you hand wash/wipe down your accessory with clean lukewarm water. Take care around embellishments.

The colour of the product I received doesn’t look the same as on the website?

Although we do our best to make sure that the colours shown on our website are as accurate as possible, the actual colours on the products received may vary. Differences in display and the devices you use to view the website will result in subtle differences in colour and textures.

All colours shown on rudyandlou.co.uk should be used as a guide only.

How do I choose the right size?

We have a variety of products to suit various sizes of pet. We use measurements of the product, therefore it is important that you measure your pet accurately to avoid any disappointment.

On every Collar product page, there is a Sizing Selector feature where you can input your dog’s neck size, and the correct size will be suggested to you. See the example below –

Please refer to our ‘Choosing your size’ page for details on how to measure your pet for the perfect fit.

Do you offer custom / personalised items?

No sorry, not at this time.

Can we tempt you to stay a little longer?

Stay and get 10% off your order

Code: STAY10

join our pack & Get 10% off your first order!

Keep up to date with the latest pawsome trends and special offers, plus enjoy 10%* off your first order when you sign up!

*Discount only valid on non-sale items