Customer Service

Shipping & Delivery

We deliver to the UK and overseas countries using Royal Mail as the carrier. The majority of orders are dispatched  by the next working day but  be aware that some engraving and enameling work can delay dispatch by a further day or two. You will be emailed once your order has been completed, packed and is at our Royal Mail collection point. UK mail is sent using Royal Mail 24 Hour service so please allow at least 24 hours fron the time you received your dispatch email. International mail will be sent by an air-mail service. Delivery times for air-mail is dependent on the local postal service; please consult Royal Mail for up to date information.

 In the event that your order does not arrive, we ask that you contact us quoting your order number and also reconfirm the full delivery address. We will then be able to promptly resolve the problem.


Delivery Charges

Delivery charges are calculated during checkout and you can also obtain an estimate within the shopping cart screen. For UK customers, there are three charges in place:
Free of Charge  - orders containing only identity tags are sent for free by Royal Mail
UK Normal Order - charged at £2.50, e.g. an order for several tags, leads and collars sent to a UK address 
UK Large order - charge calculated during checkout for orders over 1kg, e.g. several flexi leads.
Overseas deliveries are calaculated at checkout. The minimum charge is £2.50. 

Privacy & Security

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. We will not pass your details onto any other company or individual without your consent. The type of information we will collect about you includes: your name, address & email address. We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy and the law. If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first. We may use technology to track the patterns of behavior of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. If you have any questions/comments about privacy, you should email us.


Returns & Replacements

Any items purchased through Collars & Tags Ltd, excluding engraved and / or personalised items may be returned by prior arrangement at the customers expense within 7 days of delivery. Goods must be in their original packaging, unused and must be returned with receipt. For your own protection we suggest you use first class registered post. Please contact us by email (info@collarsandtags if there is a problem with your order. We will provide guidance on where to return items, and the options on obtaining an exchange or refund.


We are unable to accept  returns of engraved or personalised items unless the item is defective.



When ordering through our website you will have the option to create a customers account. The advantages of this option is to allow you to quickly reorder identity tags that were previously ordered through our site. This will recall the orginal engraving details supplied. Please note that we do not store any payment card details on our system.


Payment, Pricing & Promotions

Our website uses SagePay to process card payments. We have chosen SagePay as Europe's leading independent payment service to process your payments securely. Our server is routinely audited by a third party to ensure we comply with the latest security and anti-fraud standards set by the payment card industry. Please note that we do not store any payment card data on line or manually at out office. 


Viewing Orders

When viewing your orders online through your account we have made available a  reorder option. This was requested by many customers who wanted an easier way of reordering engraved identity tags.


Updating Account Information

Please access 'My Account' to update you details including email, password and address details.