Customer Care & FAQs

Measure your dog before ordering and check the size chart shown on the product page. Measurements are based on circumference, apart from length, which should be measured from the neck to the base of the tail. If you are unsure, email us and we will be happy to help with sizing. If you can attach a picture of your dog to the email, this really helps us get it right the first time. 

If your dog is between sizes, think about their body shape as well as their measurements. Slim dogs may suit the smaller size, while broader dogs or dogs with thicker necks may be more comfortable sizing up. Wool has some natural stretch, but the jumper should still feel comfortable and allow easy movement.

Yes. We offer a 30-day size-fit guarantee on dog products for UK customers. If the size is not right, we can help arrange a different size to try or a refund in line with our returns policy.

Yes. If you are unsure which size to order, please contact us with your dog's measurements and, if possible, their breed or body shape. Photos also really help! This helps us recommend the closest fit.

Measurements are always more reliable than breed alone. Dogs of the same breed can vary a lot in shape, build and coat thickness, so the size chart is the best starting point.

Yes, many different breeds can wear Wag&Wool jumpers, including small breeds and dogs with more distinctive shapes. The best fit depends on your dog's measurements, neck size, chest size and overall build.

Some jumpers may suit puppies, depending on their size and shape. If your puppy is still growing quickly, check the measurements carefully and contact us if you need help choosing the best option.

Wag&Wool dog jumpers are designed with comfort and movement in mind. Features such as a relaxed fit, adjustable roll-neck and double-layered leg ribs on selected styles help the jumper sit comfortably while your dog moves.

Wag&Wool dog jumpers are made from natural wool, including British wool and Merino lambswool styles. Product materials can vary by design, so check the individual product page for the exact composition

Yes. Wag&Wool uses real wool and does not mix acrylic with its wool. The brand focuses on natural materials, careful design and durable knitwear for dogs.

Yes. Wag&Wool dog clothing is ethically made in the UK. The jumpers are manufactured on flat knitting machines and hand-finished.

Both are natural wool options, but they can have a different feel, finish and price point. British wool styles offer warmth, structure and durability, while Merino lambswool styles are often chosen for their softer, more luxurious feel. Check the product page for the specific wool used in each jumper.

No, we don't mix acrylic with wool.

All Wag&Wool dog jumpers include a discreet lead opening designed to work with a standard harness or collar. Check the individual product page before ordering, as features can vary by style.er

Yes. Wool is naturally warm and breathable, making it a good choice for dogs who need extra comfort in colder weather. The jumpers are designed to keep dogs cosy without relying on synthetic fibres.

Wag&Wool jumpers are wool knitwear, not waterproof coats. Wool can naturally resist light moisture, but if your dog needs protection in heavy rain, a proper waterproof coat may be more suitable.

Pricing reflects the wool, craftsmanship and materials used. Larger sizes may cost more because they require more material while maintaining the same quality.

Turn the jumper inside out and wash it on a delicate or wool cycle at a low temperature, using a mild detergent. You can also hand wash it gently in lukewarm water.

Yes. Turn the jumper inside out, place it in lukewarm water with a small amount of mild detergent and let it soak for around 10 minutes. Rinse gently, then rinse again in cool water.

No. Do not tumble dry wool knitwear. Dry the jumper flat on an airer or towel and make sure it is fully dry before your dog wears it again.

No. Wool is naturally breathable, stain-resistant and odour-resistant, so it usually does not need washing after every wear. Airing the jumper between wears may be enough unless it is dirty.

Yes. Small balls of fibre can appear after wear because of natural rubbing and movement. This is normal with wool and can usually be removed by hand or with a pill comb.

Follow the care instructions, avoid high heat, dry the jumper flat and remove pilling gently when needed. Wool is a natural fibre, so a little careful care will help it keep its shape and appearance.

We aim to dispatch orders within 2 working days of receiving the order. Working days are Monday to Friday, 9am to 5pm.

Pre-order items are delivered when the stock becomes available. The timing will be confirmed by email.

Yes, we offer free UK shipping on orders over £80.

UK orders are shipped using a Royal Mail tracked service, with insurance included.

Yes, and delivery options and costs are shown at checkout based on the delivery location.

International duties, taxes and import fees can vary by destination. These costs are usually set by the destination country and may not be included in the product price or delivery charge. Customers should check any local import charges before ordering.

Yes. You can return an item for an exchange or full refund within 14 days, provided you contact Wag&Wool first and follow the returns process. Items must be returned in their original condition.

Yes, we offers free UK returns. Customers should contact us before returning an item so the returns process can be arranged.

We do not currently offer free returns for non-UK deliveries. International customers need to cover the return postage.

Contact us with your order number, the item you want to exchange and the reason for the exchange. Our team will explain the next steps.

Returned items need to be in their original condition. Because our items are handcrafted and have specific care instructions, refunds may not be available if the care guidance has not been followed.

A gift card is a good option if you are unsure about sizing. Matching accessories or plantable cards can also work well if you want a thoughtful dog-themed gift without needing exact measurements.

Orders can be placed for delivery to the recipient's address. Before ordering, check the checkout details carefully and make sure the delivery address is correct.

Wag&Wool focuses on natural and recycled materials, slow production and UK-made dog clothing. The brand's aim is to create stylish, durable pieces while reducing reliance on synthetic fibres.

Wool is natural, breathable, warm and odour-resistant. It can be a strong choice for customers who want dog clothing made from natural fibres rather than plastic-based synthetic materials.

Wag&Wool's outer labels are made using recycled cotton and are sourced from Scotland.

Wag&Wool supports Pumpkin and Friends, a charity supporting animals with disabilities.

We focus on real wool, UK production, hand-finished details, thoughtful fit and matching options for dogs and their owners. The products are designed to feel more like quality knitwear than disposable dog clothing.

If you need help before ordering, contact Wag&Wool by email with your question. For sizing help, include your dog's measurements or photo so the team can give more useful advice.

Please include your order number, the item you are asking about and a short explanation of what you need help with. This makes it easier for the team to respond quickly.

If you need to change or cancel an order, contact us as soon as possible. Changes may not be possible once the order has been processed or dispatched.