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| Some Frequently asked Questions Answered: |
1. How soon will I receive my order?
Most orders are dispatched within 24 hours. However, it may
not always be possible for us to offer this speedy service.
If we are aware of a delay in dispatch we will notify you via
e-mail as soon as possible.
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2. Can I return an item if it is not suitable?
Yes. We offer a very comprehensive returns policy, see delivery
& returns link for full details. However, in
summary we are happy to exchange or refund an item as long as
we receive the item within 30 days of you receiving the order.
The item must be in the same condition as it arrived i.e. as
new, hair free, mud free etc. You can not exchange any item
that has been personalize in anyway or an item that has been
made to measure.
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3. Is there a delivery charge for my goods?
We have a standard delivery charge for most orders in the
UK of £3.85 per order not per item. This may also show
online as a handling charge. See delivery
& returns link for full details. Remember we
offer some great online discounts on may items. |
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4. How long will my made to measure coat take?
Where possible we usually dispatch your made to measure coats
within 7 working days, sometimes sooner. However, this may not
always be possible. We usually are able to supply you with an
approximate time when ordering this item.
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5. Why do I need to order over the phone for
a made to measure option on the dog coats?
We usually recommend this option to allow us to discuss with
you the exact measurements required. If you prefer to make a
payment online we can invoice you online via paypal for payment.
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6. How soon will I receive my exchanged order?
Where possible we exchange orders within 48 hours of us receiving
your returned item. This may not always be possible if the item
is out of stock or you have requested a made to measure option,
however, we do our best to dispatch your orders as quickly as
possible.
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7. Will I have to pay for additional postage
when exchanging my order?
Where possible we try and cover postage costs to keep all costings
down to a minimum. If you are returning an item for a smaller
size most of the time we try and cover any additional postage
costs. If however you are increasing the size of the item, usually
there is a small additional charge for the size increase in
the item and postage, however, we do keep these costings to
a minimum. If you are returning a bed or heavy item for an exchange
then we will need to charge additional postage costs. We would
recommend that you e-mail
us before returning the heavy or bulky items.
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8. I live outside the UK can I order with
you?
Yes, not a problem. Currently the online ordering system is
set up for the UK market. However, you can order online as usual
and we can e-mail you any additional postage & delivery
charges for outside the UK. We can invoice you online via paypal
for these charges. Or you can e-mail
us your requirements and we can invoice you directly online
for all costing. See how
to order for full details.
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9. I want to order online but I am not sure
why there is a + £xxx when I click on size of the coat
I need?
We have a start price for many of our items i.e £10.99
for a 10" coat, if you then require a 14" coat there
might be a +£2.00 on the drop down menu. Click on the
size required and this will give you the price for that size
item ie £12.99. The reason we have different prices for
different sizes is that we feel it is only fare that if you
order a smaller coat you pay a smaller price!
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10. I don't have a paypal account can I still
order online?
YES. Payapl is a process provider and provides an online secure
service for processing credit / debt cards and for people who
have a paypal account. You do not need a paypal account to use
this service and simply click on the relevant links when paying
for your goods and it will take you through the online shopping
system.
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11. I am having trouble ordering online, what
do I do?
We are sorry if you have been having problems with our online
system. If we are aware of a problem with our site where possible
we will try and offer the same online discounts to you over
the phone, 01604 518843. If you still wish to make a payment
online we can invoice you directly via paypal for your order.
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12. Can I get any discounts if I order in bulk?
We offer very competitive prices and discounts on many of our
products. However, if you are wishing to ordering in bulk please
phone to order with us and we will be able to advise if bulk
discounts are available 01604 518843
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13. I have been trying to contact you but only get an answering
machine?
Where possible we do pick up calls straight away. However, occasionally
in busy periods or out of hours we are not always able to answer
your call. If you leave a clear message with your name and contact
details we will return you call as soon as possible.
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14. I have a retail business and wish to set up a trade
account, how do I do that?
Please see trade link
or e-mail
us with your trade details. We will e-mail you a trade application
form and once completed and returned to us we can supply you
with full trade details.
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If you have any additional questions please do not hesitate
to contact us and we will be happy to help 01604 518843
If you have a question which you feel may be useful for the
general public to view please e-mail
us your inquiry and we can review this, thank you.
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