CUSTOMER SERVICES
FREQUENTLY ASKED QUESTIONS

What delivery options are there?

Bone Idol ships standard in-stock items (such as our adornments) worldwide from our Head Office in England. Please allow 1-2 business days for us to dispatch your item(s). You will receive an email confirmation once your order has been shipped.

We take great pride in the fact that most of our items are made-to-order (such as coats, jackets, knitwear and leatherwear), but with anything made from scratch these take time to finely craft and can therefore take anywhere between 4-6 weeks for delivery. We will keep you fully informed as to the status of your item throughout the process. If your item is in stock, or if our master craftspeople are feeling particularly energetic, you will receive it earlier than the stated 4-6 week time.

All deliveries are tracked and must be signed for.

All orders come hand packed in our beautiful branded boxes.

Do you ship overseas? 

We offer a Global Delivery Services on international orders. Customers are responsible for all import duties and custom fees within their own country. Bone Idol is not able to identify how long any order will take to arrive once it reaches customs in your specific country.

How can I track my order?

You will be able to track the progress of your order from the link provided in your dispatch email, or by logging into My Account.

Can I change or cancel my order?

If the piece you ordered is in stock we generally process and prepare your order for dispatch immediately, so it may not be possible to make amendments or cancel your order.

Please contact our Customer Care Team immediately help@bone-idol.com and we will advise you as to what action can be taken. If your order has already been dispatched then please return it to our Customer Care team, following the steps in our Exchange & Returns policy.

Can I have my order gift wrapped? 

All orders come beautifully wrapped in our bespoke packaging, so if your order is a gift we think the recipient will be very happy to unwrap their present.

Can I place an order on the phone? 

We do not have a telephone ordering line.

What shall I do if I can’t find my dog breed listed on the product page? 

The beauty of Bone Idol designs is that we cater specifically for 12 breeds. We think this will give your dog the chance to have tailored clothing that fits perfectly. If your breed isn’t listed, we’d love to make something bespoke for your dog or custom tailor one of our designs specifically for them. Please send an email to help@bone-idol.com with your dog’s measurements and which product you would like to order. 

Our Customer Care team will be in contact to progress your request and make a beautiful bespoke item. 

Can I return my bespoke item once I’ve given my measurements and the order is being processed?

Unfortunately all bespoke and custom tailored items are non-refundable as we will have made them for your dog, and your dog alone!

How can I check what size my dog needs? 

Please take a look at our Size Charts for each breed within the Measuring Guide. If you don't see your dog listed on our breed list you should measure your dog and see if the measurements correspond with the chart. Please email us here before ordering if you are unsure help@bone-idol.com

How can I make sure my dog’s measurements are correct? 

It’s important to take your time measuring your dog and it’s very simple to do if you follow our handy Measuring Guide.

Is Bone Idol stocked in any UK shops? 

Not at the moment. Bone Idol Originals are exclusive to bone-idol.com