FAQs

/FAQs
FAQs2018-10-05T16:59:18+00:00
DELIVERY
RETURNS
FAQs

Frequently Asked Questions

last updated: 05/10/2018

What is your replacement procedure for online orders?2018-10-05T13:40:09+00:00

Please contact our Customer Service team on 07703 742 372 between 10am and 4pm Monday – Friday, and 10am – 4pm Saturday and Sunday.
Our Customer Service team will arrange the exchange for you.

How long does a refund take to process?2018-10-05T13:39:54+00:00

We will process a refund as soon as the goods are received back with us in the case of returns, or as soon as we have seen photographic evidence in instances where goods are not to be returned, and in any event within 30 days of the day we confirm you are entitled to a refund.
Refunds are normally processed by your Card issuing bank within 2 – 5 working days of us raising the refund but some banks require 30 days to process.

What is your returns policy for online orders?2018-10-05T13:39:27+00:00

We will be happy to refund a product, provided (in the case of any non-defective products) it;
Has not been unnecessarily handled, i.e beyond the handling that you would do in a shop to decide whether to purchase the product.
Is clean of any debris, dirt or marks, and is in a like-new, re-saleable condition.
Returns should be made within 28 days after the day of receipt and in original, undamaged packaging.
If any non-defective product returned is not in fully re-saleable 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.
Exception: we regret that bespoke or personalised products that are especially made or ordered with your choice of shape, form, name, fabric, message or other customised aspect cannot be returned or refunded unless they are defective.

How do I return items bought via the website?2018-10-05T13:39:32+00:00

Please see our ‘Returns procedure’ on our returns information page.

Will you refund my original delivery charge if I return goods?2018-10-05T13:38:24+00:00

A refund of both your original delivery charge and return postage costs will only be given in the instance of goods delivered that are either incorrect, damaged or faulty, and when all the items are returned.
But neither the original delivery charge or return postage costs will be refunded when a product is simply unwanted.

Do I have to pay to return my online order?2018-10-05T13:38:12+00:00

A refund of both your original delivery charge and return postage costs will only be given in the instance of goods delivered that are either incorrect, damaged or faulty, and when all the items are returned.
But neither the original delivery charge or return postage costs will be refunded when a product is simply unwanted.

Will I receive a text or call to let me know my delivery is on its way?2018-10-05T13:37:58+00:00

Our courier DPD will send you a one hour delivery timeslot, notified in advance by SMS or email.
After receiving the ‘one hour delivery timeslot’, you will then have the option to track the delivery driver on a map in real-time, with an estimated time of arrival.

Which carrier will deliver my goods?2018-10-05T13:37:50+00:00

We use DPD as our preferred UK courier.

When will my delivery be dispatched?2018-10-05T13:37:38+00:00

We dispatch our products within 1-3 working days depending on whether the product is in-stock and ready-to-go, or needs to be produced.
Although we do keep most of our products in-stock at all times, our products are ‘made-to-order’ which means that the product you order may need to be produced before we can deliver it to you.
Some bespoke products may take longer than 3-5 days to be delivered, this will vary on a per-bespoke-product basis.

What do I do if my delivery has not arrived after the specified time?2018-10-05T13:37:16+00:00

Please contact our Customer Service team on 07703 742 372 between 10am and 4pm Monday – Friday, and 10am – 4pm Saturday and Sunday.
90% of all deliveries arrive within 3 working days.

My order has arrived damaged who do I contact?2018-10-05T13:37:00+00:00

Please contact our Customer Service team on 07703 742 372 between 10am and 4pm Monday – Friday, and 10am – 4pm Saturday and Sunday.
Our Customer Service team will discuss the damage and either arrange a collection or a replacement for you.

How long will my delivery take to arrive?2018-10-05T13:36:45+00:00

We aim to deliver all products within 3-5 working days.
We dispatch our products within 1-3 working days depending on whether the product is in-stock and ready-to-go, or needs to be produced.
Although we do keep most of our products in-stock at all times, our products are ‘made-to-order’ which means that the product you order may need to be produced before we can deliver it to you.
Some bespoke products may take longer than 3-5 days to be delivered, this will vary on a per-bespoke-product basis.

Do I need to be in to sign for my delivery?2018-10-05T13:36:28+00:00

Yes, if you are not in to accept the delivery, the courier will take the order away with them and leave a card with further instructions.
You will also receive an SMS text message or email that will provide various alternative re-delivery options.

How ‘chew resistant’ are the waterproof dog pet beds?2018-10-05T13:36:05+00:00

The waterproof material we use is indeed robust and strong, whilst also accomodating with it an appreciatable texture that a pet can rest comfortably on.
Despite the fabric being strong and tear-resistant, we cannot guarantee that any fabric we offer can stand up to the might and strength of adult kanine jaws and teeth.

Are the dog pet beds really waterproof?2018-10-05T13:35:11+00:00

The material we use to produce all of our waterproof beds is 100% waterproof. However the sewing seams that hold the products together can let moisture in after prolonged/saturating exposure ie. when left outside in torrential rain for days on end.

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