Frequently Asked Questions
What is BioThane?
BioThane is a durable and pliable synthetic coated webbing which has many practical uses and lends itself to pet products amongst many other things.
Not only is it smooth and pliable like leather it is waterproof, odour and stain resistant, antimicrobial and hypoallergenic - so good for your pet's skin/coat too.
It is super strong with a break limit of 400kg per 25mm of width.
How do I know what size collar to order?
See our handy sizing page
Are the items suitable for my pet?
No product is indestructible, however we do vigorously test all of our product.
Please check the product regularly for signs of damage or wear and tear.
Myrtle and Willow UK cannot be held responsible for any injury or damages resulting for improper use of this product
It is up to the customer to decide if the product is suitable for their situation/ pet.
What is your return policy?
We gladly accept returns and exchanges for faulty and damaged goods.
All items are thoroughly inspected prior to shipping.
Please contact me within: 7 days of delivery
Dispatch items back within: 14 days of delivery.
The following items can't be returned or exchanged unless they arrive damaged or defective:
Custom or personalised orders
Items on sale
Conditions of return
Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Rinse product under cold/lukewarm water, if necessary, you can use a bit of mild soap and dry thoroughly with a towel.
Insect repellents may cause staining or pitting on TPU/PVC coated belts and leather products.
The hardware (with the exception of stainless steel martingale chains) is coated, so extra care and attention should be made when drying and cleaning this to prolong its life. This may scratch and fade over time.
What data we collect: We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications), comments, feedback, product reviews, recommendations, and personal profile.
How do we collect information: When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.
How do we use, share and store your data: Myrtle and Willow UK is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.
All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
If you would like to: access, correct, amend or delete any personal information we have about you, you are invited to contact us at firstname.lastname@example.org