FAQs

At Messi Pups, we aim to get your orders shipped out as quickly as possible. However, as a small family-run business, please allow up to 3 working days for dispatch. You’ll receive an email confirmation as soon as your order has been shipped.

If you need your order for a specific date, please get in touch with us before placing your order, and we’ll do our best to accommodate.

Please allow extra time for customised items, such as pet tags and resin products, as these are made to order and may take a little longer to dispatch.

Please know we ship parcels as quickly as we can — usually the same day, or next day (sometimes longer, depending on the volume of orders we receive!)

Once your order has been shipped, it’s in the hands of the courier, and delivery times can vary. Around busier times of year, like Christmas, couriers can be especially busy, so delivery may take a little longer than usual.

If your parcel has been delayed, we’re unable to send out a replacement or offer a refund until we’ve contacted the courier and they’ve officially declared the parcel missing. Please be aware this process can sometimes take a few weeks.

Once the parcel is confirmed as missing, we’ll happily offer you a refund or send out a replacement.

We completely understand how frustrating delays can be — we want your order to arrive just as much as you do! Rest assured, we’re doing everything we can on our end to make sure your order gets to you as quickly as possible.

To learn more about our shipping, returns, and refund policies, you can visit our full policy page here.

Once an order has been processed and shipped, we’re unable to make changes to the shipping address. It’s very important to double-check your details before completing your purchase.

If you spot an error after placing your order, contact us as soon as possible via our live chat or email us at info@messipups.co.uk and we’ll do our best to help, though changes may not always be possible once your order is on its way.

No, don’t worry! At the moment the only pattern that will not be restocked is our seasonal pattern “Up To Snow Good”

Good question! We've made a handy page called "Our Harnesses Explained", here you can find out more about our accessories including care instructions, fitting guides and a comparison between our harness styles.

Chest! When it comes to your furry friend's harness, you want to make sure the fabric part sits on their chest with the straps on their back. This is the safest and comfiest way for them to strut their stuff in their new harness. If you're looking to show off that fabric even more, why not upgrade to our Ruff 'n Ready style harness?

For more information on our harnesses, including fitting guides, a comparison between our harness styles, and more please visit our "Our Harnesses Explained" page.

We always recommend measuring your dog and using our handy sizing guide to pick the most appropriate size for your pooch. We’ve also introduced a clever new sizing calculator on our product pages — just pop in your pup’s measurements and it’ll recommend the best size, along with how snug or loose it will sit on their chest and neck.

If you’re still scratching your head after that, drop us an email at info@messipups.co.uk and we’ll do our very best to help find the perfect fit for your four-legged pal.

We recommend first shaking of any dirt or debris from accessories and hand washing in warm water with a mild detergent. Rinse thoroughly and air dry.

When washing your harness, please be sure to do your own research when using different products and don’t use anything too abrasive as you may damage it. Messi Pups is not liable for any damages due to cleaning.

**Please take care if you decide to machine wash your accessories, as this could damage the drum in your machine and may lower the life span of accessories. If you do decide to machine wash your accessories, we are not liable for any damages and will not accept any returns.

No pet accessory is indestructible. Make sure you check your pets accessories regularly for signs of wear and tear. It is the customers responsibility to check the usability of the product.

For more information on our harnesses, including care instructions, fitting guides, a comparison between our harness styles, and more please visit our "Our Harnesses Explained" page.

We’d recommend choosing the size you feel suits your pet best. For small to medium dogs (and even cats!), a small tag usually does the trick. For bigger dogs, like Spaniels or Labradors, a large tag might be a better fit — but honestly, it’s all down to personal preference!

We recommend gently removing any dirt using a soft rag dipped in warm water with a mild dishwashing liquid. Use a microfiber cloth to make it shine!

If you ever move house or change phone number, you don’t have to order a new tag! We can update any of the details on your PDF, all you have to do is add the Pawsitive ID • PDF Update to your basket and make sure to let us know your serial code (this can be found underneath the qr code on the tag) and new information.

If you lose your QR Tag, please email us ASAP and we will unlink your PDF from the original QR Code - this will prevent anyone who finds that tag from scanning the code and finding all your information. We can then generate a new QR Code for you and offer 50% off a new tag, we can then engrave the new code to your brand new tag! Sorted!

Occasionally, couriers apply unexpected extra charges for certain postcodes. In these rare cases, we may send your order via whichever tracked courier your chosen postage fee covers.

We’ll always make sure your order is sent with a reliable service, and we appreciate your understanding!

We offer tracked delivery via Royal Mail and Evri.

Royal Mail Tracked 24 - Delivery aim: next working day after dispatch (not guaranteed)

Royal Mail Tracked 48 - Delivery aim: within 2 working days after dispatch (not guaranteed)

Evri - Delivery aim: 2–4 working days after dispatch

We also offer free tracked shipping via Evri or free Royal Mail Tracked 48 on all orders over £50.

Please note that delays can happen, especially during busy times like Christmas, and are unfortunately out of our hands.

Yes! We ship worldwide using a tracked service via Royal Mail for all international orders. The cost and delivery estimate will depend on where you are in the world.

Customers are responsible for any customs and import taxes due on their order. We are not responsible for any delays caused by customs processing.

We recommend checking your country’s customs regulations before ordering so you can budget for any additional fees.

Please also keep an eye on your tracking, as sometimes customs will not notify you directly — it’s your responsibility to monitor tracking updates and make any necessary payments if your parcel is held.

Delivery times are estimated and not guaranteed, as customs processes and busy periods may cause delays. Below are the delivery aims:

Australia: 10 working days

Canada: 9 working days

France: 6 working days

Germany: 9–10 working days

Greece: 11–12 working days

Ireland: 8–9 working days

Italy: 4–7 working days

Netherlands: 4–7 working days

New Zealand: 11–12 working days

Norway: 6–7 working days

Poland: 11–12 working days

Portugal: 19–20 working days

Romania: 9–10 working days

South Africa: 16–17 working days

Spain: 4–6 working days

Sweden: 5–6 working days

USA: 10–11 working days

Please note: If your country isn’t listed here, don’t worry — we probably can ship to you! It simply means Royal Mail hasn’t provided a specific delivery estimate for that location.

These timeframes are delivery aims only, and delays beyond our control may occasionally occur. We appreciate your patience and understanding!

You must contact us within 14 days of receiving your order if you’d like to return it. Just email info@messipups.co.uk and we’ll guide you through the return process.

Refunds are issued once we receive the returned items in their original condition — unworn, unwashed, and free from odours.

The refund will go back to the original payment method used. We refund the item cost only, not the postage. If your order qualified for free shipping (e.g., over £50), we’ll deduct £2.99 from your refund to cover the original shipping cost.

We no longer offer direct exchanges, but if you'd like to swap an item, just email us at info@messipups.co.uk within 14 days. We’ll process a refund for the item (excluding postage), and you can place a new order for the size you need — it’s quicker this way, as we don’t have to wait for the original item to arrive before sending out the replacement!

For bundle orders, you only need to return the items you'd like to swap. We'll refund the correct amount so you’re not paying extra (just the postage).

Customers are responsible for return postage costs for size changes or if you've simply had a change of heart. We recommend using a tracked service, as we can’t issue refunds for items lost in transit.

We can’t accept returns on customised products such as personalised pet tags or made-to-order resin items.

We can't refund individual items from a discounted bundle — the full bundle must be returned for a refund. If your bundle included a personalised freebie (like a custom tag), the cost of that item will be deducted from your refund, as customised items are non-refundable.

If your refund brings your order below the threshold for a discount or offer, we’ll adjust your refund accordingly.

For example:

Hypothetical sale - 20% off orders over £50

1. Full price (excluding discounts): 3 items at £20 each = £60
2. 20% Discount: £60 × 20% = £12 discount
3. Total after 20% Discount: £60 - £12 = £48

If you request a refund for one item (£20), you will be required to pay the full price for the remaining 2 items. This is because the refund request voids the promotion's terms and conditions (total must be => £60).

Therefore:

1. New Total Cost: 2 items at £20 each (full price, excluding discounts) = £40
2. Amount to be Refunded: £48 (discounted total) - £40 (new total) = £8

This policy also applies to promotions that offer free items, provided the terms and conditions of the deal are fulfilled.

For example:

Hypothetical sale - Buy any original harness and get a free personalised luxury pet tag.

1. Full price (excluding discounts): £22 (original harness) + £10 (personalised luxury pet tag) = £32
2. Total after applied promotion: £32 - £10 (FREE personalised luxury pet tag) = £22

So, if you were to request a refund for the harness (£22) you would now have to pay the full amount for the tag as this voids the terms and conditions of the promotion.

Therefore:

Amount to be refunded: £22 (discounted total) - £10 (original tag price) = £12

If your order arrives damaged or faulty, email us straight away and we’ll sort it out. If a replacement is needed, we’ll send the same product, including the same size and pattern.

We provide care instructions on each product page and in our FAQs. If damage occurs because the care instructions weren’t followed (e.g. machine washing), we can't offer a refund or replacement.

We’re also unable to offer refunds or replacements for items damaged after use (e.g. chewed by your pup).

Please note: We no longer replace poop bag holders if the clip breaks. To reduce waste, we can send you a heavy-duty split ring or lobster clasp instead. These are also available to purchase separately here.

If we've sent you the wrong item we'll cover the return shipping and send you a replacement.

Refunds or exchanges will be processed once we've received the item back in its original condition.

Yes! Every pattern is designed in-house by our small Scottish family team. Nicole (our resident designer) brings the ideas to life, Rachel (the web whizz) makes sure they look perfect on the website, and Mum runs the all-important Review Team — with our office dogs as her loyal assistants. Nothing gets the green light without their nod of approval!

You can catch a few behind-the-scenes peeks of the design process on our Instagram stories.

We don’t have brand reps at the moment! We’ve been lucky to have had some amazing reps in the past, but these days we love working closely with our wonderful customers who share photos of their pups in return for a little discount on their next order. It keeps things personal and lets us celebrate the real stars — your messi pups!

Yes we do! If you're interested in stocking up on Messi Pups products please email us at info@messipups.co.uk and we'll let you know if we think you would be a good fit for our brand.