TERMS & CONDITIONS
We offer Royal Mail 48 Hour Tracked Delivery Service on all Smaller items and will be delivered in 1-2 working days. Larger items will be delivered by DPD on the next working day where ever possible . All orders over £100 qualify for free delivery and we will contact you to specify how your items will arrive when we process your order. Delivery for orders under £100 will be calculated at checkout and will depend on the size of the items in your order. Delivery via Royal Mail will cost £3.60 and delivery via DPD will cost £5.95.
There may be some cases where your parcel will be delivered by another carrier. Some of our items are held in external warehouses and In this instance we reserve the right to despatch orders via Yodel, DHL, UK Mail or any other courier service deemed most suitable.
How to Track your order
To check the status of your order click on ‘Your Account’ in the top right hand corner of the page. Sign in to your account and then view your order. You should see one of the following phrases:
- Order Received: Your order has been received but has not been processed yet. You will receive an e-mail confirmation once your order has been received.
- Order Submitted: Your order has been submitted to enter the warehouse or one of our partners.
- Order Processing: Your order is being processed at the warehouse or via our partner network.
- Despatched: Your order has left our warehouse and you’ll receive an e-mail confirming despatch details including the carrier who will deliver your parcel/s.
- Cancelled: Your order has been cancelled.
Please contact us before you return any item
Whilst we hope that in every instance you are more than pleased with your purchase, should you wish to return anything bought from us, we will be happy to refund the cost of the item, or offer a exchange; this will only be possible if the goods/item returned arrive back to us in the same condition they/it were sent out in with the original packaging and tags still attached . Please send the item back to us and we will endeavour to process the refund or exchange as soon possible. We will refund the cost of the items returned, but not the postage charges. We accept returns at any time within 28 days, beginning on the day you receive the goods.
In the case of faulty goods, we can either send out a brand new item as a replacement or offer a full refund including the postage costs. We try our utmost to ensure all our products are of the highest quality, but on the rare occasion that something does go wrong we’ll do all we can to rectify the problem. When you return your damaged items, please make sure you get proof of postage and once we receive them back will examine the returned goods and process the refund or exchange. In the case of faulty or defective items, we will accept returns within 30 days of delivery.
If the product returned is not in fully resalable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
All refunds will be processed using the same method of payment you used to place your order.
How to return goods to us.
Please contact us before sending anything back email@example.com
Return Address: Tiara-Pooches, Tall Chimneys, Holmes Chapel Road, Allostock Knutsford, Cheshire WA16 9LA following the procedure below:
- Pack the product in its original packaging
- Pack the product to avoid damage during transit.
- Include a copy of your original delivery note or your name address, phone number, order number and whether you require a refund or a replacement.
Please note: we will refund the cost of the item/s returned once received by us. A refund of the original delivery charge and charge for returning will only be given in the case of incorrect damaged or faulty goods once all items are received by us.
How long do I have to exchange items?
We accept returns and exchanges within 28 days of the delivery of your items. In the event of a faulty or damaged item we accept returns within 30 days of the delivery of your items.
Please contact us before returning any item firstname.lastname@example.org
Where should I return my order?
Do you offer free returns?
Unfortunately we do not refund the cost of postage, unless the refund is due to a faulty, damaged or incorrect item.
How long does it take to process my returns?
We endeavour to process returns as soon as possible, it can take up to 7 days when we are very busy.
Do I have to pay postage to exchange?
Like all returns, we do not cover the cost of postage unless the item is faulty, damaged or costs more than £100 (as we offer free postage on all orders over £100).
We are always happy to help as much as we can. We are available during normal office hours Mon-Fri 9am-5pm except British Bank Holidays. You can contact us via e-mail email@example.com we will get back to your as soon as possible.