SUPPORT CENTRE

UPDATE:

Due to current high demand please allow  ONE WEEK for dispatch.

Once your order is marked as dispatched we will email you your tracking information. Please allow 1-2 working days to receive your tracking information.

Here at LURRIL we will do all we can to ensure that your order is received as quickly as possible for your delighted doggies. All orders are guaranteed to arrive within the estimated timeframe provided. Any orders that are not received within this timeframe may qualify for free delivery on any subsequent orders. This guarantee is subject to the following restrictions:

• LURRIL cannot be held responsible for delays due to goods held in customs.
• LURRIL cannot be held responsible for delays due to public holidays or weekends.
• LURRIL cannot be held responsible for delay due to strikes or other industrial action.
• LURRIL cannot be held responsible for delays due to extreme weather conditions.

 LURRIL reserves the right to amend this shipping guarantee at any time without notification or warning. However, we want all of our customers and their dogs to be completely happy with their LURRIL experience and will, where necessary and possible, re-ship items free of charge, at our discretion.

All orders placed online will be shipped from New York. Our trusted delivery partner in your country fulfils final delivery. Enter your tracking number from our despatch notification to the corresponding link below to check where your order is within your country:

If your country has specific and strict importing regulations that could affect the delivery of your items, please make us aware at the time of purchase as we may require you to provide us with supporting documentation.

Once again, LURRIL cannot be held responsible for delays due to goods held in customs.

Please ensure that you enter the correct address clearly at the time of purchase.
If your order cannot be delivered due to the address provided being unknown or incorrect it will be returned back to us. Once the order is returned back to us we will process it and contact you for re-delivery to a correct and known address. Please allow 3-5 working days from receipt of the return to complete the full returns process.

If your order is held and cannot be returned due to your country’s importing/tax/customs restrictions, LURRIL cannot be held responsible, and in such circumstances we advise affected customers to contact the body responsible for delays and stoppages.

Unfortunately we cannot issue refunds or process exchanges for purchases that have not been returned to us.

We can only deliver to addresses that match the card provider’s address or verified PayPal address. Once an order has been shipped we cannot amend the address provided.

We want you and your precious pups to be 100% satisfied with your LURRIL purchase. Therefore if you are not completely satisfied we will happily refund or exchange your item(s) provided they are returned in the condition in which they arrived with all tags attached. We cannot accept returns or exchanges on items that have been used, washed or damaged. All returns must be received within 30 days of purchase. Refunds will be issued for the full purchase amount excluding taxes and shipping charges.

Please ensure that you contact us prior to return via: info@lurril.com

The address for returns is:

Please contact us at info@lurril.com for the return address

All return shipping expenses are covered by the customer. Once your item is received your return will be processed within 3 days. Refunds and exchanges cannot be processed until we receive your order. Any returns that are not received in the original condition will not be accepted and will be subject to a 15% processing fee and all return shipping costs.

Exception for return or refund is any personalised product.

Please ensure that you check your junk and spam email folders for information pertaining to returns. Refunds can take up to 30 days to appear in your payment account.

In the unlikely event that the product(s) you receive are faulty, please contact our customer service team at: info@lurril.com

Please ensure you provide us with your name and order number and, where possible, please send us clear photographs of the fault.

Once the information provided has been reviewed our customer service team will contact you as soon as possible regarding your refund or replacement.

Please ensure that your bank has your correct postal/zip code. Alternatively, use your verified PayPal account.

Some overseas banks charge a small transaction fee when processing international orders. LURRIL is not responsible for this charge and we cannot amend it.

All orders are processed in USD For your convenience, we offer the ability to change the currency viewed online to provide an approximate conversion based on the current available exchange rate. The final amount that appears on your checkout page will be shown in USD.

LURRIL is a key international provider of luxury dog collars, leads and harnesses. Pooches and their owners all over the world love our distinctive handmade products.
We offer merchants a fantastic opportunity to work with us in delivering our brand to all corners of the globe.

If you would like to hear more about LURRIL’s wholesale pricing options, please click here/email us here: info@lurril.com

At LURRIL, we always aim to show you the truest representations of our delightful doggie accessories as possible. We use high quality, close-up images in high resolution. However, colour balance and brightness varies from screen to screen therefore the received product might vary slightly from the product shown. It is at LURRIL’s discretion to refund or exchange based on these slight differences in perception.

You can make a purchase and track your order via LURRIL online without creating an account with us. However, we recommend creating an account in order to make future purchases faster and to keep track of all past orders. Creating an account is easy and free and you can do this before or during checkout.

If you are trying to log into your LURRIL account, please ensure you use the same email address and password you used when you signed up. If you find that you have forgotten your password simply click on the ‘forgot password’ tab at the login stage and follow the prompts in order to obtain a new one.

If you are lucky enough to have a discount code or gift card you will be able to enter the relevant details at the final checkout page. Discounts and gift cards cannot be applied once the order has been placed so please ensure you enter the details carefully.

If you wish to cancel an order you have just placed, please contact us immediately at: info@lurril.com

We keep a close eye on our stock levels in order to ensure that no dog is left disappointed where possible. However, limited edition and sale products cannot be re-stocked, so please purchase early.

We aim to ensure that all dogs - from massive to miniature - can proudly sport our luxury collars, lead and harnesses. Our sizing guides on each product page should provide you with all the information you need to achieve the right fit for your pooch.

Of course, if you don’t find the information you need please contact us on: info@lurril.com

All LURRIL products are dog accessory items only and the makers assume no liability. Safe use of the product and the safety of the pet and handler using the product is entirely the responsibility of the purchaser and user.

To keep your LURRIL products in the best possible condition, please ensure that, where possible, they are not exposed to water, ice or extreme elements. If your products do get wet, allow them to air-dry naturally on a flat surface. Exposure to direct heat or harsh chemicals could damage your product. Never put LURRIL products into washing machines or tumble driers. If the leather becomes marked, gently spot-clean it with a solution of one part water and one part white vinegar with a damp cloth, and lie flat to dry. The wool-felt lining should be treated with care. Spot-clean, without rubbing, using a gentle soap and soft brush and remove any residue with a baby wipe before lying flat to dry.

As each LURRIL product is handmade with care using natural materials, slight differences between products pictured and products received may occur.

Given the correct care, your dog’s LURRIL product should last a long time. However, as we all know, dogs have a tendency to chew their leads, collars and harnesses and wear them outside in all weathers (and we wouldn’t want it any other way). Any breakage or wear due to use, exposure to the elements or any other external factors cannot be regarded as a manufacturer’s defect.

LURRIL products will be subject to wear and tear and, as such, any fading, fraying and tarnishing are to be expected and items cannot be exchanged or returned on this basis.

Our free personalized engraving/embossing service is not covered by warranty as it is expected to fade and wear out over time.