Help and Frequently Asked Questions

Cards

Yes! Please select this option before ordering, and add a message to be written inside the card. This service costs 50p. Remember to add your special someone’s delivery address instead of yours when you order! Please note this excludes Thortful cards.

I am slowly transitioning to only selling cards on Thortful – as I believe this is the best way for you to get high quality cards at an affordable price.

However, I still have several of my old cards left, so these will be sold on my website until the stock runs out. This means they are limited edition and won’t be re-stocked!

I believe Thortful is the best way for you to get high quality cards at an affordable price. Here are some reasons why:

  • The cards are printed on premium 350 gsm paper. Previously, I was only able to offer 300 gsm paper.
  • It is very hard and expensive to order a variety of card designs. Thortful allows me to add new designs whenever I feel like it with no extra cost.

Keyrings

I want to include EVERY dog breed as a keyring – but there are over 200 KC recognised breeds, and many more including popular cross breeds, so it may take me a while!

For now, you can request a dog breed on my website. I order new breeds as often as I can! Or you can order a commission and a custom keyring.

You can also show your support and help me order new breeds by ordering something or sharing my business online.

Our keyrings are ordered with Zap! Creatives, who are passionate about being kind to the environment.

Here are some of the things that make our wooden keyrings eco-friendly:

  • The wood is sourced from responsibly managed woodlands.
  • The wood is from a fast-growing tree species, so wood is removed at the rate of growth.

Yes! The high quality design is printed onto our keyrings. Here’s what one customer said: “The image is etched into the wood so no need to worry about the image being damaged.”

Yes! However, custom keyrings must be ordered with a commission (otherwise I don’t have a design to print) and they cost £22.50 on top of the cost of a commission.

You can also request a dog breed on my website.

When I order my standard keyrings, I order a minimum of 50 at a time, at least 10 of each design. My manufacturers are amazing and the keyrings are SO high quality – but to order just one is significantly more expensive.

The price of custom keyrings also takes into account the time it takes me to prep your design to be turned into a keyring.

Please note you must order a commission before ordering a custom keyring.

When you order a custom keyring, it takes me some time to prep your design to be turned into the keyring. I then send your order directly to my manufacturer to be created. Your keyring is sent to me first so I can quality check and ensure I am 100% happy with it, before sending it on to you.

Please note you must order a commission before ordering a custom keyring.

Simply so I have something to print on your keyring! If you have previously ordered a commission with me, I am happy to use that.

Pins

Our pins are ordered with Zap! Creatives, who are passionate about being kind to the environment.

Here are some of the things that make our wooden pins eco-friendly:

  • The wood is sourced from responsibly managed woodlands.
  • Birch is a fast-growing tree species, so wood is removed at the rate of growth.
  • Wooden pin badges use 20 to 24 times less energy to produce than enamel pin badges.

Yes! The high quality design is printed onto our pins. Here’s what one customer said: “The image is etched into the wood so no need to worry about the image being damaged.”

Personalised prints

Yes! Your prints are made to order and can say whatever you want. Simply pop your request in your order notes or email me at holliealexamoxham@gmail.com.

Yes! Let me know if you’d like a mock up in your order notes, and I can send one over to you before printing your order. Please note this will increase delivery timelines.

I want to include EVERY dog breed as a personalised print – but there are over 200 KC recognised breeds, and many more including popular cross breeds, so it may take me a while!

For now, you can request a dog breed on my website. Or you can order a commission and a custom print.

You can also show your support and help me order new breeds by ordering something or sharing my business online.

Commissions

This mostly comes down to personal preference and which style is most affordable for you, however I do recommend the complex style for more fluffy animals, and if you’re looking for more detail and shading.

Yes! Send me an email at holliealexamoxham@gmail.com and let’s discuss.

Yes! Send me an email at holliealexamoxham@gmail.com and let’s discuss.

Stickers

Unfortunately the paper based stickers were not as long-lasting or high quality as I would like, so we have switched to high quality vinyl stickers, which are made of plastic and are also water resistant. You can choose whether you prefer matte or gloss stickers.

We hope your stickers will have a long and happy life with you! All our freebie stickers are still paper.

The stickers I sell are all high quality vinyl stickers, which are made of plastic and are also water resistant.

All our freebie stickers are still paper based and recyclable.

Matte stickers are going to be smooth to touch, they won’t be shiny or reflective, and the designs have a nice softness to them. Matte is like the smooth surface of a new notebook that you can’t stop touching.

Gloss stickers are shiny and reflective and, well, glossy! They’re almost a bit sticky to touch – they feel like the surface of a photograph. Gloss makes the designs look super crisp!

My standard dog stickers are around 6cm in size and 90p each. My quote stickers are a lot larger and £1.50 each.

Probably! We stock over 100 dog inspired sticker designs so do have a good browse. You can also search the name of the dog breed you’re looking for at the bottom of my website.

Still can’t find your favourite breed? Add it to my suggestion box!

Delivery

For general delivery queries, please check my delivery policy.

Don’t panic – please send me an email as soon as you notice at holliealexamoxham@gmail.com.

If your order has not been dispatched yet, I am always happy to update this. Sadly, if your order has been dispatched there is nothing I can do, but please do let me know so I can look out for a returned parcel and forward it on to you.

I very rarely find that 2nd class delivery takes noticeably longer than 1st class, but please note you can upgrade your delivery at checkout if you prefer.

I always recommend upgrading your delivery if you are wanting your order by a specific date, or during busier times (like Christmas).

First, please consult the product description and my delivery policy for predicted delivery times.

Very occasionally, orders will get lost in the post. Please allow at least 10 working days after your order is dispatched before getting in touch about this. If you believe your order has gone missing, please email me at holliealexamoxham@gmail.com and I’m sure we can sort it out.

With some recent changes in the UK, international delivery (especially to the EU) has become a little more complicated. I am still working it out on my end and hope to be able to deliver to Europe and the US soon. Follow us on Instagram or sign up to our mailing list for updates!

I sadly do not have any plans of offering full international delivery.

Refunds, returns and cancellations

For general returns queries, please check my returns policy.

Personalised items and commissions cannot be returned and resold as they are made to order and personalised for the customer. They are still able to be returned if they are damaged.

Digital downloads are not able to be returned because I cannot confirm whether you have already accessed and downloaded the item. Please email me if you are having any issues accessing your digital download or if the file appears to be damaged: holliealexamoxham@gmail.com.

Please get in touch with me via email (holliealexamoxham@gmail.com) before sending any returns, and I can let you know the address.

This is so I can let you know whether your return would be valid.

By UK law, consumers are responsible for return delivery costs.

Your refund will be processed within 14 days of your items arriving back with me, however I will always endeavour to process your refund as swiftly as possible.

Discounts and sales

Please double check that your order is over £20 and that you have selected our free 2nd class delivery (not the paid option).

If that doesn’t fix it, pop me an email at holliealexamoxham@gmail.com and I’m sure we can sort this out.

Please double check that you’ve spelled it correctly and are putting it in the right box at checkout, and that the items you’re buying are valid for the code.

If it still isn’t working, pop me an email at holliealexamoxham@gmail.com and I’m sure we can sort this out.

Please note, some discount codes have limited use (such as 1 use per user, or 10 uses before expiry).

Your 10% off code should have popped up on our website when you submitted your email – please try filling the form in again to access the discount code.

Please note, the 10% discount code is a 1 use per user discount code.

It means I am clearing out space for new products and that product won’t be coming back – at least not in exactly the same form.

As a small business, my profit margins are already tighter than I would like them to be. I don’t want to inflate my prices for the sake of offering my customers more sales, so I only run sales occasionally and when I can afford to.

However, you can often get 10% off with a cheeky discount code…

Yes, as long as it qualifies for a refund/cancellation.

Other

We are proudly based in Bristol in the UK! There is no studio or office, just a second bedroom stuffed full of dog themed products.

I do not generally hire ambassadors, but if you are interested in receiving a free product for review, or setting up a discount code for your social media followers, please send me an email: holliealexamoxham@gmail.com.

The reason I don’t sell any fabric-based products such as tees, sweatshirts, jumpers, socks, tote bags, tea towels, aprons, etc. is because of the huge complexities involved in sourcing textiles in an ethical and eco-friendly way.

I haven’t yet found an affordable way of sourcing sustainable and ethical textile-based products, and I won’t compromise on that aim.

I want to include products for EVERY dog breed – but there are over 200 KC recognised breeds, and many more including popular cross breeds, so it may take me a while!

For now, you can request a dog breed on my website. I order new breeds as often as I can! Or you can order a custom commission.

You can also show your support and help me order new breeds by ordering something or sharing my business online.

Amazing! I would love to hear about it – let me know here.

Get in touch with me here.