Shipping, Returns & Refunds

Shipping

Bone Idol ships standard in-stock items 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, and a signature will be required upon receipt.

On made-to-order items, these can take 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 you will receive it earlier than the stated 4-6 week time.
During sale times and busy periods (the weeks leading up to London Fashion Week in June and September) our delivery times may be longer than the 4-6 week period as our tailor in London is always choc-a-bloc with the last minute orders of British fashion designers. We will keep you fully informed as to the status of your order and will do everything in our power to ensure you receive your items as soon as possible.
For 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.

UK Mainland Standard Shipping - £7.00 per order under £1000.00

UK Mainland Premium Shipping - £30.00 per order over £1000.00

Europe/Non UK Mainland Standard Shipping - £15.00 per order under £1000.00

Europe/Non UK Mainland Premium Shipping - £30.00 per order over £1000.00

America/Canada Standard Shipping - £25.00 per order under £1000.00

America/Canada Premium Shipping - £50.00 per order over £1000.00

Asia Standard Shipping - £25.00 per order under £1000.00

Asia Premium Shipping - £50.00 per order over £1000.00

Africa Standard Shipping - £35.00 per order under £1000.00

Africa Premium Shipping - £70.00 per order over £1000.00

Oceania Standard Shipping - £35.00 per order under £1000.00

Oceania Premium Shipping - £70.00 per order over £1000.00

Rest of World Standard Shipping - £45.00 per order under £1000.00

Rest of World Premium Shipping - £90.00 per order  over £1000.00

Refund Policy

If you are not completely happy with your Bone Idol product you have 14 days from the day you received the item to return it to us. If 14 days have passed, unfortunately we will be unable to refund or exchange your item. Please email returns@bone-idol.com with the details of your order and your reasons for wishing to return your order.

Please email help@bone-idol.com to request a returns address. We will be more than happy to provide an exchange, credit or refund.

Customers are responsible for the shipping and handling cost of their returns and exchanges; and these charges are non-refundable. Bone Idol is not liable for any charges or import duties for any returned orders.

We also highly recommend you obtain a tracking number or use a delivery tracking service when returning your item as we cannot be held responsible for any lost packages.

Any damaged or missing items must be reported within 24 hours of your package delivery.

As most of our items are made-to-order, please take your time with measuring and ordering, and if you are unsure please email us with any queries help@bone-idol.com


Unfortunately, any tailored or bespoke items cannot be returned or refunded as they have been specially made for you and are therefore bespoke to your dog.
To be eligible for a return your item must be unused and in the same condition that you received it. It must also be in the original packaging with all original tags still attached. No items will be refunded if they are returned in a used condition.
Gift vouchers are non-returnable.
To complete your return, we require a receipt or proof of purchase.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please email us help@bone-idol.com

Sale items

Only regular priced items may be refunded. Unfortunately sale items cannot be refunded.

Exchanges

We can only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email help@bone-idol.com
All customers are responsible for shipping and handling cost of their purchases and exchanges - these charges are non refundable. Bone Idol is not liable to pay charges or import duties for returned orders.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
We highly recommend you get a tracking number when shipping your item back to us, or use delivery confirmation to track your package. Bone Idol is not responsible for lost exchanges.