Delivery & Shipping


During the Coronavirus Lockdown we are despatching goods as fast as the limited number of staff we have working, are able.  Please bear both with us, and also with the Royal Mail who are under pressure!

Currently, orders are generally being received by buyers within 7 days of placing the order. 


Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where full refunds may not be granted: 

  • Any item not in its original condition, damaged or missing parts for reasons not due to our error.
  • Any returned item that arrives at Rex by House of Mutt more than 30 days after delivery.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or Missing Refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

Subject to availability we will replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to:Rex by House of Mutt Ltd , The Old Rectory, Fakenham Magna Thetford, UK IP24 2QX.

Subject to availability we will replace items if they are the wrong size. If you need to exchange it for the same item in a different size, send us an email at and send your item to: Rex by House of Mutt Ltd, The Old Rectory, Fakenham Magna Thetford, UK IP24 2QX.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will be alerted to your return.


To return your product, you should mail your product to: Rex by House of Mutt Ltd, The Old Rectory, Fakenham Magna Thetford UK IP24 2QX

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are returning any item you should consider using a trackable shipping service or purchasing transit/shipping insurance. We don’t guarantee that we will receive your returned item and we will not accept any liability until the item’s delivery at Rex by House of Mutt Ltd is confirmed by one of our employees.

For dogs of distinction

The Old Rectory
Fakenham Magna
Thetford IP24 2QX
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