Frequently Asked Questions
Who are Longdog & Whisker?
We’re a tiny independent jewellery brand based in the UK, making affordable, cheerful pieces that give back. We buy beautiful charms and findings, then assemble them by hand in small batches – think cosy, crafty, not mass-produced. Selected collections also support dog, cat and Pride charities close to our hearts.
How do your charity donations work?
On selected charity collections, 15% of our profit from each sale is donated to small, hard-working charities. Dog pieces support dog charities, cat pieces support cat charities, and our Pride pieces support LGBTQ+ causes. We share more about who we’re currently supporting on our Charities pages and social media.
Do all products donate to charity?
Not every single item, but many of them do. Any piece that supports a charity will clearly say so in the product description, and you’ll see which cause it’s linked to (dog, cat or Pride).
Can I choose which charity my order supports?
At the moment, each collection is linked to specific partner charities, so your donation follows the piece you choose. If you’d like to see us support a particular charity in future, we’d love to hear your suggestions—just pop us a message.
Orders & Shipping
Where do you ship from?
All orders are packed by us in the UK and shipped using Royal Mail. Everything is sent from our little home studio, not a big warehouse.
How long will my order take to arrive?
We usually pack and dispatch orders within a few working days. Once your parcel has been posted, Royal Mail’s delivery times will apply. You’ll receive an email when your order is on its way. (If you need something for a specific date, please message us before ordering and we’ll let you know what’s possible.)
My order hasn’t arrived yet – what should I do?
If your parcel is taking longer than expected, please first check double-check the address on your order confirmation. If things still look odd after Royal Mail’s normal delivery window, get in touch and we’ll investigate.
Can I change or cancel my order?
If you need to make a change, please contact us as soon as possible with your order number. If we haven’t started packing your parcel yet, we’ll do our best to help. Once an order has been posted, we’re not able to amend it.
Returns & Issues
What is your returns policy?
We want you to be happy with your jewellery. If there’s a problem with your order, please contact us with your order number and a brief description (and photos if something arrived damaged), and we’ll work out a solution together.
For hygiene reasons, we can’t usually accept returns of earrings that have been worn, unless they are faulty. Please check our full Returns page for all the details before sending anything back.
My item arrived damaged – what happens now?
We’re so sorry if something hasn’t arrived in perfect condition. Please email us as soon as you can with photos of the packaging and the item, and we’ll sort out a replacement or refund where appropriate.
Products, Materials & Care
Are your earrings suitable for sensitive ears?
Some of our findings are more suitable for sensitive ears than others, and we’ll always include material information in the product description. If you have metal allergies or sensitive skin, please read the description carefully or contact us before ordering so we can advise on the best options.
My item arrived damaged – what happens now?
We’re so sorry if something hasn’t arrived in perfect condition. Please email us as soon as you can with photos of the packaging and the item, and we’ll sort out a replacement or refund where appropriate.
How do I care for my jewellery?
To keep your pieces looking lovely for longer, we recommend:
- Avoiding contact with water, perfume, lotions and hairspray
- Removing jewellery before showering, swimming or sleeping
- Storing pieces in a dry place, away from direct sunlight
- Gently polishing with a soft, dry cloth if they start to dull
Our jewellery is designed for everyday joy, but it will be happiest if treated with a little care.