Packages are usually shipped from us within 2/3 working days and often shipped within 24 hours. Please allow 28 days for delivery. If in the unfortunate event a parcel becomes lost in the post, Royal Mail will not consider any item lost until 15 working days have passed and we are bound by their terms to wait the said 15 days before they are able to make any investigations on our behalf. If a parcel becomes lost as a result of an incorrect address (as deemed incorrect by the Royal Mail) given to us by you the Customer we can not be held liable for it's loss.
We keep our shipping costs down by utilizing the most cost effective methods possible. We usually send our packages by Royal Mail (1st Class recorded). We reserve the right to ship via the most cost efficient method. If you require your order shipped using any other method please contact us.
You will receive an e-mail notification confirming the shipping date. Any dates and times quoted for delivery of your goods are approximate and we cannot be liable for any delay however caused.
Shipping fees in the UK are as follows:
Total order value £0.00 - £55.00 = £4.75
£55.01 - £100 = £5
£100.01 - £200 = £7.50
£200.01 - £300 = £10
Order values over £300 will be shipped at a cost of £10 unless the total weight of the order puts the shipping cost to us above this figure, In this instance we will contact you to advise you of the cost of shipping before we send out your item.
Some items have their own shipping fee and are not included in the above calculations, this is carried out on heavy items. All these items are clearly marked on the website with a note and an asterisk.
We are now also shipping to: United States of America, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Irish Republic, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Madeira, Norway, Poland, Portugal, Romania, Russia, Slovakia, Slovenia, Spain, Sweden, Switzerland, The Netherlands.
GUARANTEE AND RETURNS
We guarantee your satisfaction. We want you to be completely happy with your purchase.
Goods must be returned within 28 days of receipt together with all labels, tags. Items returned without original labels will not be issued a refund. At our discretion we may at times refund on goods past the 28 days, a £5 administration fee may be charged in these cases.
Your right to cancel – If for any reason you are unhappy with the goods, you have the right to cancel your order at any time within 14 days from receipt of the goods. You then have a further 14 days to return your item to us. You may also cancel the order before the goods are dispatched . You must advise us in writing if you wish to cancel your order. It is your responsibility to take reasonable care of the goods and to ensure they are not damaged in transit. All goods to be returned must be unused, and “as new” with no soiling including the soiling of pet fur. Refunds will be made back to the original card you ordered with and within 30 days.
PLEASE NOTE CUSTOM MADE PRODUCTS OR PRODUCTS ORDERED IN FOR YOU ARE NON REFUNDABLE.
You, the Customer are required to return the goods to us. Please contact us for full details of how to return your goods. Goods will be accepted for exchange of size or refund* provided they are returned unsoiled, undamaged, unused and like new in their original packaging**. When trying on boots please do this inside on an area where no soiling will occur. Shipping and handling charges will not be refunded as these are direct costs. You the Customer, will be responsible for any and all shipping charges to return the item(s) to us unless we shipped an incorrect or damaged item to you. If we have shipped an incorrect or damaged item to you and we ask you to send it back to us we will cover the cost of the postage fee for the service of 2nd class recorded delivery BUT WILL NOT cover the cost of any higher postage fees over this service unless we specifically asked you to use a different service.
A further shipping charge based on the figures above will be charged by us to re-send the new item(s) unless we shipped an incorrect or damaged item to you. Please make your payment to firstname.lastname@example.org with PAYPAL or enclose a GBP (£) cheque or postal order with your returned item/s. Please mark the outside of your envelope with your order number and write"exchange" or "refund". Processing will be delayed without this information. Please make out cheques to "K Wall".
Refunds/exchanges are not made after the 28 day period.
A full purchase price refund (minus p&p).
To qualify for a full refund please put a t-shirt on your pet whilst trying on garments, use a sock whilst trying on boots and use a pair of underpants while trying on nappies. Items must be returned within 28 days, have no fur, dirt, or smell on it. We regret we can not make any exception to this condition.
Exchanges & Returns on items that require cleaning up.
Items returned to us for exchange or refund that come back to us soiled with dog hair, dirt or smell will be subject to a 20-40% re-stocking charge if we can clean them easily and bring them to a "like new" condition. If the item is soiled in any other way and not in "like new, unused condition", the item will not be subject to a refund.
PRODUCTS RETURNED TO US THAT ARE NOT ELIGIBLE FOR A REFUND WILL BE RETURNED TO YOU ON YOUR REQUEST. YOU WILL BE REQUIRED TO PAY THE P&P.
If any product is damaged during shipping, please contact us immediately. Please save all original packaging.
To report a damaged item, cancel an order or request an exchange or refund please contact us immediately in writing.
*Due to hygiene reasons opened medicines/supplements and all types of disposable pads once opened are non returnable.
**We are unable to refund/exchange on any item once it has been used.
We must receive payment in full with all orders
Cheques and postal orders are currently accepted in Sterling only. All cheques must be received and cleared before the order will be issued.
Minumum value of cheque accepted is £6.
Items are only available at the Special Offer price when purchased directly off the Special Offer page on the website.
We value you as a customer and respect your rights to privacy.
All Customer information is treated as private and confidential and will not be disclosed to other individuals or organizations unless required by law.
We accept no responsibility or liability for the use and/or misuse of our products.