Frequently Asked Questions

Please read our FAQ before sending us a message.

HOW DO I MEASURE MY DOGS NECK?

Real easy. If you do not have a cloth tape measurer, take a string, wrap it, not snugly, or loosely, but just right, and then lay it flat against a regular tape measurer. For detailed instructions on how to measure your dog please click: HOW TO MEASURE

WHAT PAYMENT METHODS ARE ACCEPTED IN THE ONLINE SHOP?

We can accept payment using the following methods:

  • Amex
  • Maestro
  • Mastercard
  • Visa
  • Visa Debit
  • PayPal
  • Amazon Pay

All Debit & Credit Cards are processed by Sage Pay who are one of the biggest secure payment providers in the UK. Apollo Collars do not store any payment card details.

Sage Pay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is Sage Pay’s highest priority to ensure that transaction data is handled in a safe and secure way.

Sage Pay uses a range of secure methods such as fraud screening, I.P address blocking and 3D secure. Once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards.

In addition during the checkout process, you know that your session is secure when you see https:// in the web address, and/or you see the locked padlock symbol alongside the URL.

HOW DO I USE MY AMAZON PAY or PAYPAL ACCOUNT TO PURCHASE PRODUCTS?

Checkout by Amazon Pay

1. On the Check Out page look for the PaywithAmazon button

2. Click the Pay with Amazon button and sign in with your Amazon account

3. Select the payment and delivery information stored with Amazon

4. Click the Amazon button on the right just above the Place Order button then finally click Place Order button to make your purchase.

Checkout by Amazon helps you shop quickly, safely and securely. You can pay on our website without re-entering your payment and address details.

 

Checkout by PayPal

1. On the Check Out page fill in the Contact & Delivery details and Click the PayPal PayPalcheckOut button

2. Click Proceed to PayPal you will then sign in with your PayPal account

3. Review the order details and then click the Pay button to make your purchase.

Checkout by PayPal helps you shop quickly, safely and securely. You can pay on our website without re-entering your payment details.

WILL I RECEIVE CONFIRMATION OF MY ORDER?

Yes, you will receive an email confirming your purchase.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Each collar is carefully custom made to fit your dog, collars can take anywhere between 1 to 2 weeks to create. If we have to order a specific Concho or other item in that we do not have in stock it will take a bit longer. We will email you once your order is ready to be shipped, below are the estimated delivery durations:

  • UK & Ireland (Signed) – Estimated Delivery in 1-2 Days
  • Europe (Tracked & Signed) – Estimated Delivery in 3-5 Days
  • Rest of World (Tracked & Signed) – Estimated Delivery in 5-7 Days

CAN I EXCHANGE MY COLLAR IF IT DOESN’T FIT?

Each collar is custom made especially for you based on the option(s) you have ordered so we cannot accept exchanges or refunds on any collars. If you are unsure how to measure your dog or unsure what size to order we are happy to help you figure it out to ensure a perfectly fitted collar.

I HAVE A CUSTOM REQUEST, WHAT DO I DO?

We aim to be super accommodating, so if you do not see the size or specific design you are looking for in our shop just send us an email to enquiries@apollocollars.co.uk with your request and we’ll see what we can do.

HOW DO I CARE FOR MY COLLAR/LEAD (LEATHER/PARACORD)?

Leather naturally absorbs the oils from skin and hair, making it even more comfortable, soft and beautiful over time if properly cared for. If your collar gets muddy or dirty just simply wipe it with a damp cloth and allow it to dry naturally not on a direct heat (radiator or a open fire). Once dry apply some good quality leather conditioner.

Paracord collars and leads can be gently washed by hand to remove any dirt.
Submerge the product in warm soapy water using a small amount of mild detergent (washing up liquid), then with a stiff brush (toothbrushes work the best) toughly scrub the item clean. Rinse with clean water and allow it to air dry. We do not recommend placing the collar/lead in the dryer or a washing machine.

DO YOU OFFER WARRANTY?

Of course we do! All of our products come with 1 Year Guarantee. Should any buckles, chains, D-rings or rivets fail, send it back to us and we will replace them for free. Should the leather itself split or break from material defect only, we will repair your collar for free. If any spots, crystals, studs or name plates break, come loose or fall off, we will fix those too!

PLEASE NOTE – The decorative conchos are NOT covered by warranty. However we can replace them for a small charge.
– Items for repair must be returned to us at customers expense.

This warranty covers defects in materials and craftsmanship only and does not cover normal wear and tear or damage caused by your dog or any other event beyond our control.

Examples of normal wear and tear would be scratches or dings on crystals, ornaments or nameplates and/or the natural aging of leather, including stretching, scuffing or any color changes.

Examples of damage caused by your dog would be D-rings or chains that have been broken or leather that has been ripped due to undue stress such as collar/lead used to tether a dog, item that have been chewed by your dog or items that are ill suited to a particular size/breed of dog.

WHAT IS YOUR REFUND/EXCHANGE POLICY?

As each collar/lead is custom made according to your chosen requirements we cannot accept exchanges or refunds on any collars/leads. We also do not offer exchanges or refunds due to wrong measuring.

Don’t panic! If the collar doesn’t fit due to a wrong measuring we can always try to make adjustments to your collar.

WILL MY COLLAR BE EXACTLY THE SAME AS THE ONE I SAW ON THE WEBSITE?

Each of our products are entirely handmade from scratch, so there may be a slight variation in the design from time to time. Nothing major, of course! But the handmade nature of our product means that no two items will be exactly the same. With leather being a natural product, it can pick up a dye a little differently from piece to piece. The natural oils from your dog and the weather exposure softens and darkens the leather over time. If you have any questions with regards to colors of the Paracord color range please drop us a line.

WHAT KIND OF LEATHER DO YOU USE?

The leather we use for our collars and leads is English Bridle leather.

What is English Bridle? The name refers to the original purpose and use of the leather which was for straps on a horse’s headpiece and reins. As a result, the product name is synonymous with; quality, value and durability. After all, it was originally intended to be attached to a horse so it had to be comfortable on the animal’s skin, while being strong and durable as the rider’s life depended on it not failing. The best English Bridle should be smooth to the touch and flexible to handle. Bridle Leather refers to the way that a piece of leather (cow hide) is finished at the tannery. Bridle leather has both the Flesh and Grain side of the leather stuffed with greases and finished with wax.

Why do we choose English bridle leather? There are a few reasons why. Bridle leather is very smooth because of the waxed finish it is also comfortable to wear and flexible to handle. It also looks good and it just gets better with age.

WHAT IS PARACORD?

Parachute cord (also paracord or 550 cord when referring to type-III paracord) is a lightweight 100% nylon kernmantle rope originally used in the suspension lines of parachutes during WWII.
This cord is useful for many other tasks and is now used as a general purpose utility cord by both military personnel and civilians. This versatile cord was even used by astronauts during the 82nd Space Shuttle mission to repair the Hubble Space Telescope.[1]

The braided sheath has a high number of interwoven strands for its size, giving it a relatively smooth texture. The all-nylon construction makes paracord fairly elastic; depending on the application this can be either an asset or a liability.
Paracord is about 1/8″ in diameter. It is made from a 32 strand sheath that is rated up to 200 lbs on it’s own. Inside the sheath are seven twisted strands. These can be removed and are rated at 50 lbs each.

WHAT IS THE DIFFERENCE BETWEEN A RHINESTONE AND A CABOCHON?

Cabochon – is a gemstone that has been shaped and polished as opposed to faceted. The resulting form is usually convex (rounded) obverse with a flat reverse.

Rhinestone – is a diamond simulation made from rock crystals, glass or acrylic.
They have a faceted surface.

DO YOU USE GOOD QUALITY HARDWARE?

We only use high quality British made Hardware to assure the strength of our product. We use Solid Brass (gold) and Nickel plated brass (silver) hardware on all of our collars and leads.

Contact Us

For all enquires please feel free to e-mail us at: enquiries@apollocollars.co.uk

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