Terms and conditions

Last updated: 29 June 2026 

These terms and conditions apply when you place an order with Couch and Chase through our website. 

Please read them carefully before ordering. By placing an order, you agree to these terms. 

1. About Couch and Chase 

Couch and Chase is a UK-based sole trader business run by Jane Kelly. 

Trading name: Couch and Chase 
Owner: Jane Kelly 
Email: couchandchase@gmail.com 
Contact page: www.couchandchase.co.uk/pages/contact 
Business/correspondence address: Kitts Barn, Benson Lane, Catforth, Preston, Lancashire, PR4 0HY 

2. What we sell 

Couch and Chase creates made-to-order garments and accessories for dogs, including dog coats, dog jumpers, snoods and blankets. 

All items are made to order. We do not sell standard off-the-shelf products. 

Many items are made using the measurements, size, fabric, colour, trim and other options provided by you when ordering. Some orders may also include custom or special design requests agreed before the order is made. 

3. Product descriptions 

We do our best to make sure all product descriptions, images, sizing information and prices are accurate. 

As each item is handmade and made to order, small variations may occur. Colours may also appear differently depending on your screen or device settings. 

4. Sizing and measurements 

You are responsible for providing accurate measurements and order details. 

The measurements needed will depend on the item. For example, a jumper may require size, body length, chest and neck measurements. 

Please use our size guide before ordering. If you are unsure, please contact us before placing your order and we will be happy to help. 

If incorrect measurements are provided, we may be able to alter the item, but this is not always possible. Where alterations are possible, they may involve an extra cost and you will be responsible for postage. 

In some cases, if the measurements provided are incorrect, a replacement item may need to be ordered. 

5. Placing an order 

When you place an order, you are making an offer to buy the item or items in your basket. 

Your order is accepted when we confirm it and begin processing it. We reserve the right to refuse or cancel an order if there is an error, if key information is missing, if materials are unavailable, or if we are unable to fulfil the order. 

If we need more information from you before starting your order, we will contact you. 

6. Changing an order 

If you need to change measurements, fabric choices or other order details, please contact us as soon as possible. 

Changes may be possible within 24 hours of ordering, provided work has not already begun. 

Once work has begun, changes may not be possible because your item is being made specifically for you and your dog. 

7. Cancellations 

Because our items are made to order and created to your measurements, choices or specification, cancellation rights for change of mind do not usually apply once your order has been accepted and/or work has begun. 

This does not affect your statutory rights if an item is faulty, not as described or not fit for purpose. 

If you need to cancel an order, please contact us as soon as possible. If work has not yet begun, we may be able to cancel the order at our discretion. 

8. Payment 

Payment is taken in full when you place your order. 

We currently accept payments through Shopify Payments, Shop Pay and PayPal, along with supported major debit and credit cards. 

All prices are shown in GBP unless stated otherwise. Discount codes may be offered from time to time and must be used in line with the terms provided with the code. 

9. Making times 

Every Couch and Chase item is made to order. 

Our usual making time is 14 to 21 days from the date of order. This does not include delivery time. 

During busy periods, making times may be up to 28 days. If there is likely to be a delay, we will let you know. 

If a longer making time is stated before your order is made, this forms part of the agreed timescale for your order. 

10. Delivery 

UK delivery costs are calculated at checkout. We charge based on the standard Royal Mail Tracked 24 cost. 

We usually use Royal Mail Tracked 24 after your item has been made, although we may use another suitable delivery service if needed. 

You will receive tracking information once your order has been dispatched. 

Please make sure your delivery address is correct when ordering. We cannot be responsible for delays or failed delivery caused by incorrect or incomplete address details. 

11. Safe place delivery 

If you choose to have your parcel left in a safe place or with a neighbour, this is at your own risk once the parcel has been marked as delivered by the delivery provider. 

If tracking shows your parcel has been delivered but you cannot find it, please contact us and we will help you raise the issue with Royal Mail or the relevant delivery provider. 

12. Lost or delayed parcels 

If your parcel has not arrived within 14 days of dispatch, please contact us. 

We will contact Royal Mail or the relevant delivery provider and investigate the issue. 

If the parcel is confirmed as lost by the delivery provider, we will discuss the next steps with you. 

13. International delivery 

Couch and Chase may ship outside the UK. 

International delivery costs, timescales, customs charges, import duties, taxes and handling fees may vary by destination. These charges are the responsibility of the customer. 

If an international parcel is refused because of unpaid customs charges, import duties or taxes, any refund will be considered once the parcel has been returned to us, minus any costs we cannot recover. 

14. Returns and refunds 

Because our items are made to order, we do not accept returns or offer refunds simply because you have changed your mind, ordered the wrong size, provided incorrect measurements or no longer want the item. 

If you believe your item is faulty, please contact us within 72 hours of delivery where possible and include clear photos of the issue. 

This 72-hour request helps us resolve issues quickly, but it does not affect your statutory rights. 

Please see our Returns and refunds page for full details. 

15. Faulty items 

If an item is faulty, not as described or not fit for purpose, please contact us so we can help. 

Depending on the issue, we may offer a repair, replacement or refund. 

Items must be returned clean and in suitable condition where possible. If an item has been used, damaged, washed incorrectly, altered, chewed, scratched or affected by normal wear and tear, this may not be treated as a fault. 

16. Care instructions 

Care instructions are provided with your item. Please keep them and follow them carefully. 

We cannot be responsible for damage caused by failing to follow the care instructions, incorrect washing, misuse, chewing, scratching, rough use or normal wear and tear. 

17. Customer photos 

We may ask for permission to use customer photos, reviews or testimonials for marketing purposes. 

We will only use customer photos for marketing where permission has been given. 

18. Our responsibility 

We are responsible for supplying goods that meet your consumer rights. 

Nothing in these terms limits or removes your legal rights. 

We are not responsible for losses that are not reasonably foreseeable, or for delays caused by events outside our reasonable control, including postal delays, severe weather, customs delays, supplier delays or technical issues. 

19. Website use 

All website content, including wording, images, designs and branding, belongs to Couch and Chase unless stated otherwise. 

You must not copy, reproduce or use our content without permission. 

20. Governing law 

These terms are governed by the laws of England and Wales. 

If you live elsewhere in the UK or overseas, you may also have local consumer rights that apply. 

21. Contact 

If you have any questions about these terms, your order or your item, please contact us: 

Email: couchandchase@gmail.com 
Contact page: www.couchandchase.co.uk/pages/contact