Online Shop FAQs

I have a query/issue with the Online Shop. Who can I speak to?

Please email any queries to

How long will my order take to arrive?

Our shop uses a system called “Print on Demand”. This means we don’t hold stocks of the merchandise in our shop, but they are made at the point of order before being shipped to you. This helps us keep costs down and protect the environment by keeping surplus/wastage to an absolute minimum.

Because of this, your order will usually take 2-5 business days to be produced before it is shipped. There may be additional shipping time depending on which option you have chosen.

Estimated delivery times are displayed at the checkout and in your order confirmation. These are generated live from our supplier’s system and are usually very accurate.


Do you ship internationally?

Although our suppliers can ship some items internationally, we cannot guarantee that all items on our shop are available outside of the UK.

If you are trying to order to an address outside of the UK, you may find some items are unavailable.

What is your returns policy?

Non-Faulty Goods

Customers have a right to request a refund for any reason within 14 days of receiving their order, after which they have another 14 days in which to return the goods. We are unable to provide refunds on personalised or custom-made items unless they are faulty.

Faulty Goods

Customers are expected to inspect items on delivery for any faults or damage. If you discover faulty or damaged items, please contact us at the earliest opportunity for a refund or replacement. If you wait longer than 6 months to report a fault or damage you may be asked to provide proof that the fault existed when the item was delivered. Greyhound Rescue Wales does not offer any warranty or guarantee, implied or otherwise, on items purchased from our online shop. If you make any modifications to items or otherwise imply acceptance of the goods, you may no longer be eligible for refund or replacement.

Where do I send my returns?

The return address will depend on which warehouse fulfilled your order. Use the returns address listed on the packing slip to return your goods.

Please do not send returns to our charity shops or Hillcrest address as we cannot process them and you may incur the cost of forwarding/return postage.