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).
Royal Mail 2nd Class = from £4.50, 2-3 working days after dispatch
Royal Mail 1st Class = from £5.50, 1-2 working days
The standard delivery methods above are un-trackable. The tracking link provided will only update once delivery has been attempted or successfully made. If you would like full tracking, please use one of the services below. For standard services, we have to wait 10 working days before we can arrange a refund or replacement on any unreceived or delayed items.
Royal Mail Tracked 24 = starting at £6.50, tracked next working day delivery
Royal Mail Special Delivery, guaranteed by 1pm = starting at £9.50 (includes Saturday Guarantee)
Please note, 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.
Find Out More About Klarna
Pay Later in 30 Days:
Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 190,000 online stores. Over 80 million consumers worldwide have trusted Klarna to securely handle their payments.
How does Pay Later in 30 Days work?
Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk
Am I eligible for Pay Later in 30 days?
To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay Later in 30 days?
Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later in 30 days before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Barc International Ltds run credit searches against you that could impact your credit rating.
Why have I not been offered Pay later in 30 days?
Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.
What are my payment options with Klarna?
You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. What happens if I cancel or return my order? As soon as Barc International Ltd have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment.
What happens if I don’t pay for my order?
Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive email reminders to pay – and, if very late, we’ll also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ products even if you have failed to pay on time.
I have been asked to go to the Klarna site. Is this correct?
If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receive the payment information.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Barc International Ltd . All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date?
You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order.
Have you received my payment?
If you pay by card, Barc International Ltd will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to www.klarna.com.
What happens to my statement, when I've returned the goods?
Once Barc International Ltd has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed. I've received a statement, but I've not yet received my goods. You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call Barc International Ltd to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.
I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days. I have asked for a refund. How will I be refunded? If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely. I haven’t received an email with my statement/payment information. If you do not have your statement number to hand you can log in at www.klarna.com/uk, where you will find all of your orders and be able to make payments.
I still have questions regarding payment, how can I get in touch?
Visit Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.
Pay Later in 3 Interest-free Instalments:
How does Pay Later in 3 Interest-free Instalments work?
Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Barc International Ltd and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.
Am I eligible for Pay Later in 3 Interest-free Instalments?
To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay Later in 3 Interest-free Instalments?
Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.
Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Barc international Ltd run credit searches against you that could impact your credit rating.
Why have I not been offered Pay later in 3 interest-free instalments?
Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.
What are my payment options with Klarna?
Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment.
What happens if I cancel or return my order?
As soon as Barc International Ltd have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due.
What happens if I don’t pay for my order?
Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Barc International Ltd from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.
I have been asked to go to the Klarna site. Is this correct?
You can view all of your Klarna purchases and payment schedule simply by logging 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 Barc International Ltd. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date?
No, this is not currently possible for Pay Later in 3 Interest-free Instalments.
Have you received my payment?
Klarna will notify you via email and push notification when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com/uk.
What happens to my statement, when I've returned the goods?
Once Barc International Ltd has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. I've received a statement, but I've not yet received my goods. In the event that your goods have not been received please call Barc International Ltd to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment. I have cancelled my order.
How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days. I have asked for a refund.
How will I be refunded?
Refunds shall be issued back to the debit or credit card which was originally entered at checkout. I haven’t received an email with my statement/payment information. You can log in 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’s Customer Service page for a full list of FAQ’s, live chat and telephone options.
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.