Puppy Welcome Statue
What are your delivery charges?
We can deliver to most areas of mainland UK for our standard delivery charge, which is Free of Charge, or our Next Working Day delivery charge of £5.95
However, some items may incur an additional charge for "Highlands and Islands", including Northern Ireland and certain postcodes in Scotland. You will be contacted for additional payment should these charges apply to your order. Please request a price for delivery to non-UK destinations by contacting us.
The delivery speeds we quote in our product description pages are for most areas of the UK. Obviously our couriers are going to struggle to deliver to the Shetland Isles on a next day delivery. If you're in one of the less-accessible areas of the UK and need to know exactly when it's going to arrive, please contact us. Note that we will leave the parcel without a signature at our risk (see below).
Your order will be sent either by a delivery company such as DPD or smaller items by Royal Mail. In most cases you do not have to wait in to sign for your delivery - if there's no-one at home when we deliver, we can usually leave items with a neighbour or in a safe place at our own risk. In some cases, the delivery company will leave you a card to arrange a re-delivery.
However, if you would prefer to sign for your goods you'll be given a chance in the checkout process to leave any specific instructions that we will pass on to the delivery companies - although we cannot guarantee they will always adhere to them. Please note that in some cases it may be impractical for delivery companies to deliver to a specified point and may limit delivery to the kerbside.
Please call first if you're planning on visiting us to view, buy, or return products, as we do not have showrooms and most items are held at a number of different locations.
When will my order be delivered?
You can choose faster delivery options at the checkout stage. Our UK standard delivery time is between 2-5 working days, however in practice most express orders are dispatched within 24 hours of receipt and should be expected within 2 working days if you are on the UK mainland. Please note that express delivery means express from the availability date shown on the product page.
During periods of exceptional demand (such as in the run-up to seasonal gift times), these lead times can be lengthened slightly. Although we obviously try to make accommodation for such occasions. However, due to the nature of the business it can be difficult to cover all eventualities.
If you are concerned about your order, please email or phone customer services although please be aware that at busy times all our operators can be occupied and the best way of communicating with us may is by email.
If one or more of your items is not in stock, we prefer to dispatch your entire order at the same time and thus your order will leave us within 48 hours of the delivery date quoted on the latest item at the order stage. If this changes, we will contact you to determine if you want to split the shipments.
Unfortunately, we cannot guarantee delivery on a specific day unless you order next day delivery service.
Can I specify a different delivery address to my billing address?
Yes. This is often the best plan if you know that someone is not at your billing address during the day or if your item is a gift for someone. So, if you want your order to be delivered to another address, please enter this information at the checkout stage. Please check both the billing address and delivery address at the checkout before confirming the order and take advantage of our predictive address technology.
What happens if my requirements change?
If you change your plans and your order has not been dispatched, please contact us to re-arrange as this . Please call us if you wish to re-schedule as this cannot be done online. Unfortunately, once your order has been dispatched we cannot change the date of delivery.
Do you deliver overseas?
Yes, we welcome overseas enquiries and we can deliver to many overseas countries. Please select your delivery country at the checkout stage by pulling down the list of countries when typing in the delivery address. This will give you a list of countries to choose from and will update the delivery charge. If you do not see the country you want your item delivered to or do not believe the charge to be correct then please contact us. We reserve the right to decline an overseas order if we believe the combination of items is unsuitable for shipment or the calculated shipping charge is wrong, but will contact you to discuss this before shipment and before payment is charged to your account. Please note that our software currently does not allow us to select which products are available for specific Countries. Also our goods are primarily selected for the UK we have to deal with overseas shipments on a case by case basis. For more information please contact our sales team.
What if I can't see my question here?
We are very conscious that many website FAQ's don't cover every scenario and therefore we're really keen to ensure that we are different and answer all your questions If your question isn't satisfactorily answered above, please do let us know and not only will we answer it, but also we'll post (if relevant) the answer here for others to see.
If the goods are faulty or not as described, you can exercise the right to reject the goods within 30 days of delivery unless the expected life of the goods is shorter. If you ask for a replacement within the 30 days, the period is paused so that you have the remainder of the 30-day period or seven days (whichever is longer) to check whether the replacement is satisfactory and to decide whether to reject the goods. You can cancel your order in writing (email) or over the phone.
Returns should be made in the original, undamaged packaging, and we reserve the right to withhold a percentage of the refund value of returned goods if the product or packaging is in such a condition that the item is no longer sellable or the product need to be repacked. It is essential that you take reasonable care in the return of the goods. Anything in plastic wrapping can be classed as consumed if the wrapping has been removed unnecessarily and therefore may not be eligible for a refund.
The cost of returning the unwanted items remains with the customer.
Once we have received the returned goods, we will refund the item(s) and standard UK shipping costs within 14 days. If you have opted for an additional delivery service, then you will only be entitled to a refund equal to the standard delivery charge.
If you choose to replace or reject your goods and the defect was discovered within 6 months of delivery, it is assumed that the fault was there at the time of delivery unless proven otherwise. If more than 6 months have passed, it is your responsibility to prove that the defect was there at the time of delivery.
HOME & GARDEN (RETURNS)
All prices are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system. The total cost of your order is the price of the items ordered plus delivery charges as set out in the Delivery section of this Website. Payment can be made by any of the methods specified in the Payment section of this Website and payment will be debited and cleared from your account as set out in the Payment section of this Website.
You confirm that the credit/debit/store card or PayPal account that is being used is yours or you are an authorised user.
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.