Frequently Asked Questions
How can we help you?
I have a question about...
Product Sizing
How can I choose the best product size for my dog?
We think it’s very important to measure your pup’s neck correctly before selecting the collar size. In addition, when choosing a harness you need to carefully measure your dog's torso to better understand the best fit.
To help with this, we have added a size chart to every product page with a guide on how to do so. Find out more about our product sizing.
My Order
Can I add, remove or change items from an existing order?
If you would like to make a change to your order we would ask for you to contact us as soon as possible. Alternatively, you could create a new order with the updated items and cancel the existing order. Once an order has been fulfilled and processed for delivery, no changes can be made.
Can I change my shipping address on an existing order?
If you need to alter your shipping address please contact us as soon as possible and we will update the information for you. Once the items have been processed for delivery, we will no longer be able to make any changes.
Can I cancel my order once it has been placed?
Yes, you can cancel your order if you notify us as soon as possible. If the order has been processed before you notify us of cancellation, you would need to process a return once the order has been delivered.
Shipping & Delivery
Who will deliver my items and how much is shipping within the UK?
We use Royal Mail to send out your packages with a standard shipping rate of £4.50. All orders placed after 1pm will be processed the following day (orders after 1pm Friday will be processed the following Monday).
- Standard Tracked = from £4.50, 2-3 working days after dispatch
- Express Tracked = from £5.50, 1-2 working days after dispatch
- Royal Mail Special Delivery, guaranteed by 1pm = starting at £9.50
The above aims are given by Royal Mail and in some instances, they may be exceeded. We cannot be held responsible for any delays caused by Royal Mail as they are outside of our control. We know it can be frustrating to wait longer than expected, but if you have not yet received your parcel please allow up to 7 working days before reaching out to us.
Please note: If an order is returned to us by Royal Mail due to a non-collection/ failed delivery we will refund the order minus shipping. If the order qualified for free delivery, a standard delivery charge of £4.50 will be deducted from the refund to cover the initial shipping.
Do you ship worldwide?
For international orders, delivery will vary depending on where you are in the World. Orders will be sent using Royal Mail International Tracked & Signed so you can keep an eye on its progress from us, all the way to your door. Please allow up to 48 hours for your tracking link to update after dispatch. You can track your order here, or follow the link in your dispatch email.
For EU countries, there is a delivery aim of 5-7 working days.
For remaining worldwide countries, the delivery aim is 5-17 working days.
Please note: Shipping to Dubai/UAE is only possible with a PO Box.
For more information regarding shipping, please click here .
Payment Options
How can I pay for an order?
Currently, we accept the following methods of payment:
Barc London's Returns Policy
What is the returns policy?
We really hope you and your four-legged friend love our products as much as we do, but if you're not 100% satisfied then we will be more than happy to offer a refund. You will have 30 days from the delivery date to return your order.
To be eligible, product(s) must be in the condition you received them, unused and free from pet hair, with tags on and in the original packaging. When trying on items, we recommend doing so indoors, making sure your dog is clean and dry.
Returns are at the cost of the customer. You can either pay to send your item(s) back to our HQ, or you can use our Royal Mail Tracked Returns portal to generate a label and have it collected from your home. For this method we will deduct £3.50 from your return. For more details please visit our 'Refund Policy'.
What happens if I order the wrong size for my pup?
If you order the wrong size, providing the product meets the requirements above you can return it for a refund and make a separate purchase for the new item(s). If you need any assistance with sizing, please feel free to reach out to us at info@barclondon.com
What happens if the item is not what I expected?
Customer satisfaction is of high priority to us and if for some reason expectations don't match up then please let us know so we can help. In most cases we will offer you an exchange or refund, providing the product you are requesting to send back is in a re-sellable condition.
Disclaimer: All Barc London items are accessory items only, the makers assume no liability. The use of the product and safety of the pet and handler is completely at the purchaser and/ or user’s discretion and responsibility.
Find Out More About Klarna
Who is Klarna?
Klarna is a payments service that helps you buy the things you want or need. Right now, over 150 million people worldwide use Klarna at over 450,000 online stores.
Pay Later in 30 Days:
How does Pay later in 30 days work?
Pay in 30 days is a credit product which lets you pay any time within 30 days of your purchase interest-free. You can make this payment using a credit or debit card on the Klarna app or logging into www.klarna/com/uk. Klarna will send you a confirmation email once your order is confirmed with full details. You can see both past and future payments using the Klarna app.
Am I eligible for Pay in 30 days?
You need to be at least 18 years old and a UK resident to use Klarna’s credit products including Pay in 30 days. When you choose Klarna they will also check the information you provide and your financial situation.
Can I have multiple Pay in 30 days orders at the same time?
Yes, you can. If you see Klarna Pay in 30 days when you go to an online checkout then it is available to you. Every time you use Pay in 30 days, Klarna will check to see whether you can use the service again for each additional purchase.
What does Klarna consider when reviewing my application?
Klarna offers Pay in 30 days based on a number of factors such as the purchase amount, previous order history. If you are 18 or over, you can improve your chances of being offered Pay in 30 days by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay in 30 days before does not mean it will be offered for every order. In turn, if your application for Pay in 30 days is denied, it does not mean it will be denied for future orders.
What do I need to provide when I make a purchase?
If you want to purchase something using Klarna’s Pay in 30 days, you'll need to share your phone number, email address, current billing address and your credit or debit card details. If Klarna need to talk to you urgently they'll use the phone number you've shared. For any other information Klarna need to share with you, they'll send this to your email address.
Will a credit search take place?
When you use Pay in 30 days, Klarna will perform a credit search. This means Klarna will look at certain information in your credit report to decide whether to approve your purchase.
How do I make repayments to Klarna?
You can pay any time within 30 days of your purchase interest-free. You can make this payment using a credit or debit card on the Klarna app or logging into www.klarna/com/uk. Klarna will send you a confirmation email once your order is confirmed with full details.You can see both past and future payments using the Klarna app.
I have been asked to go to the Klarna site. Is this correct?
If you choose to pay for your order using Pay in 30 days, Klarna will send you an email showing you how to pay. The email will have a link you can use to make this payment using your credit or debit card.
Can I pay before the due date?
Yes. Just go to the Klarna app or log onto Klarna.com/uk.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by us. All transactions take place through connections secured with the latest industry standard security protocols.
How do I know Klarna has received my payment?
Klarna will notify you by email and push notification when a payment is due and when you have made or missed a payment. You can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.
What happens if I don’t make a payment on time?
Pay in 30 days is a credit product and you are required to make your payment to Klarna. If you don't pay for your order on time, Klarna may charge late payment fees. Klarna may also share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. Full details can be found in the Klarna terms and conditions here.
What happens if I don’t pay for my order?
As Pay in 30 days is a credit product, if you don't pay for your order Klarna may use a debt collection agency. Klarna may also report the missed payment to credit reference agencies. This means you may find it more expensive or difficult to get credit in the future.
I've received a statement, but I've not yet received my goods.
If you have not received your goods please email info@barclondon.com to check on your order and delivery status. You can also contact Klarna’s Customer Service so that they can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.
What happens if I cancel or return my order?
As soon as we have confirmed with Klarna that your cancelation / return has been accepted, Klarna will cancel any future scheduled payments as well as refund any amounts due. You will see the return in the Klarna app immediately.
I have canceled my order. How long will it take until I receive my refund?
As soon as we, the store, have registered your cancelation or your return, the refund will normally be processed within 5 business days.
I have asked for a refund. How will I be refunded?
Refunds will be issued back to the debit or credit card which was originally used at checkout.
What happens to my statement, when I have returned the goods?
Once we have received the return and Klarna have received our confirmation, Klarna shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.
What happens to my statement when I have returned part of my order?
Once we have received the partial return and Klarna have received our confirmation, an updated statement with an adjusted payment schedule will be sent to you by Klarna. You are always able to monitor the status of your order in the Klarna app.
I haven’t received an email with my statement/payment information.
You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.
I still have questions regarding payment, how can I get in touch?
Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.
Pay Later in 3 Interest-free Instalments:
How does Pay in 3 work?
Klarna’s Pay in 3 is a credit product that lets you spread the cost of your purchases over 3 equal interest-free payments. Klarna will take the payments from your debit or credit card directly so you don't have to worry about missing a payment. Klarna will take the first payment when you make the purchase, the second 30 days later and the final payment 60 days from your purchase date. You can see your past and future payments at any time using the Klarna app.
Am I eligible for Pay in 3?
You need to be at least 18 years old and a UK resident to use Klarna’s credit products including Pay in 3. When you choose Klarna they will also check the information you provide and your financial situation.
Can I have multiple Pay in 3 orders at the same time?
Yes, you can. If you see Klarna Pay in 3 when you go to an online checkout then it is available to you. Every time you use Pay in 3, Klarna will check to see whether you can use Pay in 3 again for each additional purchase.
What does Klarna consider when reviewing my application?
Klarna offers Pay in 3 based on a number of factors such as the purchase amount, and previous order history. You can improve your chances of being offered Pay in 3 by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay in 3 before does not mean it will be offered for every order. In turn, if your application for Pay in 3 is denied, it does not mean it will be denied for future orders.
What do I need to provide when I make a purchase?
If you want to purchase something using Klarna’s Pay in 3, you'll need to share your phone number, email address, current billing address and your credit or debit card details. If Klarna need to talk to you urgently they'll use the phone number you've shared. For any other information Klarna need to share with you, they'll send this to your email address.
Will a credit search take place?
When you use Pay in 3, Klarna will perform a credit search. This means Klarna will look at certain information in your credit report to decide whether to approve your purchase.
How do I make repayments to Klarna?
Klarna will take your Pay in 3 payments from the debit or credit card you shared when you made your purchase. Klarna will take the first payment when you make your purchase, the second payment after 30 days and the final payment 60 days from the day you made your purchase. You can see both past and future payments using the Klarna app.
Can I pay before the due date?
Yes. Just go to the Klarna app or log onto Klarna.com/uk.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by us as the store. All transactions take place through connections secured with the latest industry standard security protocols.
How do I know Klarna has received my payment?
Klarna will notify you by email, SMS or push notification when a payment is due and when you have made or missed a payment. You can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.
What happens if I don’t make a payment on time?
Pay in 3 is a credit product and you are required to make your scheduled payments to Klarna. Your payments are automatically withdrawn from your connected card or bank account according to the agreed payment schedule. Klarna will send you multiple friendly reminders before payment is due so you can make sure you’ve got enough money to pay. If payment fails, you may be charged a late fee, subject to our T&Cs.
What happens if I don’t pay for my order?
If you don't make your payments you will be in arrears as Pay in 3 is a credit product. Klarna may then share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. Klarna may also refer any debt to a debt collection agency. This agency will collect the debt on behalf of Klarna. Also, if the debt is referred to a debt collection agency Klarna will share this information with credit reference agencies.
I've received a statement, but I've not yet received my goods.
If you have not received your goods please email info@barclondon.com to check on your order and delivery status. You can also contact Klarna’s Customer Service so that they can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.
What happens if I cancel or return my order?
As soon as we have confirmed with Klarna that your cancelation / return has been accepted, Klarna will cancel any future scheduled payments as well as refund any amounts due. You will see the return in the Klarna app immediately.
I have canceled my order. How long will it take until I receive my refund?
As soon as we, the store, have registered your cancelation or your return, the refund will normally be processed within 5 business days.
I have asked for a refund. How will I be refunded?
Refunds will be issued back to the debit or credit card which was originally used at checkout.
What happens to my statement, when I have returned the goods?
Once we have received the return and Klarna have received our confirmation, Klarna shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.
What happens to my statement when I have returned part of my order?
Once we have received the partial return and Klarna have received our confirmation, an updated statement with an adjusted payment schedule will be sent to you by Klarna. You are always able to monitor the status of your order in the Klarna app.
I haven’t received an email with my statement/payment information.
You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.
I still have questions regarding payment, how can I get in touch?
Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.