delivery/exchanges/returns/repairs/complaints
Our committment is to a high level of customer service, with queries being answered quickly and personally. If we have not covered any question you may have, please feel welcome to contact us – we are very happy to answer any questions about our products or sizing/measuring, as we want you to get the very best for your dog. Our contact telephone numbers are displayed on our contact us page – we can answer queries quicker by phone. Our email address is below:
admin@fleecedogharnesses.co.uk
We want you to enjoy visiting our site and/or shopping with us. We accept most major credit/debit cards and Paypal, with all transactions being processed securely and encrypted via Paypal/Stripe payment gateway, for which you do not need an account. You can either create an account or check out as a guest.
WE SHIP WORLDWIDE – only 1 ship cost regardless of number of items ordered
DELIVERY UK (free over £55) (unless otherwise stated on products weighing heavily)
If in the event Royal Mail deliveries are delayed due to strikes and you want a quick delivery- PLEASE CALL US TO ARRANGE DELIVERY BY COURIER – extra charge may be incurred
Certain weighty products show ship only to the UK mainland – If you would like us to ship to another country, please contact us for a shipping price, stating which products you would like to order and which country you would like us to deliver to.
Your goods will be dispatched as soon as possible. If for any reason a particular item is out of stock and there is going to be any delay in fulfilling any part of your order, we shall contact you by phone or email to advise immediately.
All goods (unless otherwise stated or advised to you by email) are sent Royal Mail tracked delivery to be signed for, for your protection and there is just one delivery charge of £5.50 UK, £10.99 Europe and £14.00 rest of the world unless otherwise stated on individual products, irrespective of how many items are ordered but if your goods purchase is over £55, you qualify for free delivery in the UK. If you return goods for refund and your purchase does not then total £55.00, postage will be charged at £5.50 UK.
Obviously if your order has been dispatched, we shall be unable to cancel delivery by tracked Royal Mail or courier, so if in the rare event you refuse delivery and the items are then returned to us, you will be liable for any actual costs of delivery we have incurred. These costs in this event of delivery refusal may be deducted from any refund requested for such orders.
Again unless otherwise stated or there is a RM postal strike, we quote 2-7 days for the goods to arrive with you. If you have not received your ordered goods or heard from us within a week of ordering, we would ask you to contact us. This does not apply to custom or personalised orders whereby you will be advised of dispatch time when your order is confirmed.
The majority of orders will require a signature upon receipt. If you are not at home at the time of delivery you will get a card through the letterbox, and you will need to either collect your item(s) or arrange for another delivery at a time to suit you. Please note that Royal Mail and courier companies will only hold undelivered items for 7 days, before they are returned to us, so please get in contact with them as soon as possible. If we receive back any uncollected goods, we will require another delivery charge to resend your order to you, even if you originally qualified for free delivery. When you open your order, kindly check the quantities and that you have received everything as ordered. Any shortages, defects or errors in packing should be notified to us as soon as possible so that we can sort it out quickly. We cannot rectify any shortage claims after 3 days of receipt, except in exceptional circumstances.
EXCHANGES/RETURNS
All our products are thoroughly checked by a real person before being dispatched, however if the goods you receive are damaged or defective in any way, or not what you ordered, you are entitled to an exchange which will be sent out as soon as we receive the damaged goods back and the exchange will be sent out with us bearing the postage cost. You are also, if preferred entitled to a refund in certain instances.
If you find you have measured incorrectly for size (except for personalised or custom items which are not exchangeable unless defective when delivered) and want an exchange for a different size, we shall be happy to check size with you on the phone, just give us a call with your dog and tape measure – we make for any breed, however we always advise measuring your dog before ordering to avoid disappointment. All our products have proper size details and we provide detailed measuring instructions. Simply notify us via e-mail within 7 days of receipt and you will be given instructions of how and where to return the item to us, with the return postage being at your own cost. When returning items, please ensure they are sent back signed for with a tracking number from Royal Mail. (Please do not use our address below for returns, unless we ask you to return the item to that address).
Kindly note personalised/custom size/colour dog harnesses cannot be returned or exchanged, unless damaged or defective when received, hence why we do not proceed to make until we have your measurements, and breed/age of dog. When you place a custom order, we shall always email you with a copy order asking you to double check all details. After custom orders have been sent out, we are therefore not liable for any incorrect details on the order. However, if your custom size harness does not fit, please check a) you have it on your dog correct way up, b) you have let out the girth a little for comfort. Re-check your TIGHT measurements you gave us and give us a call. Even if you have mis-measured, we shall endeavour to work with you and undertake any alterations needed, if they are possible. There may be a nominal charge for alterations.
Refunds on standard items will be made within 7 days of the items being received back by us.
Any goods returned to us should be intact and still have all labels on and be re-saleable. Please ensure goods are returned in the same condition as when received i.e unworn within 14 days of receipt. Postage charges cannot be refunded other than in the case of defective goods or an error on our part.
REPAIRS
If returning a used harness for repair for any reason, kindly return washed, dried and as hair free as possible, otherwise we shall not be able to work on your harness in our sewing rooms. Any repairs should be booked in with us by phone please. If we receive hairy/smelly, dirty harnesses, there will be a handling charge payable to handle/pack the return the item to you. Please be aware of COVID 19 regulations that we follow for the protection of our staff.
CANCELLED/AMENDED ORDERS
If you wish to amend your order in any way, please contact us as soon as possible and we shall do our best to accommodate you, providing the order has not already been processed. In the case of custom made items, which need a pattern making and/or cutting out/embroidery, we are sorry but there can be no amendments after your order has been processed and if you wish to cancel any custom made order, there will be a charge if a pattern has already been made and if the item has already been cut out/embroidery carried out. Cancellation charges would depend on which process of manufacturing the item has already undergone. We will not be able to accept cancellation of any custom made item up to 10 days before dispatch.
WHEN THINGS GO WRONG
We know that despite the best will in the world and effort on our part, occasionally orders will go wrong (sometimes through things that are beyond our control! Like a postal strike!).If this happens, we like to talk to our customers and find out what they would like us to do to best resolve the situation so that we keep our customers and their trust. Like dogs, to us, customers are for life!
www.fleecedogharnesses.co.uk is part of eDog Products – excellent dog products for every dog
eDog Products
West Park
Unit 4
Crofton Estate,
Near Thursby, Cumbria
CA5 6QR
Please do not use our address above for returns, depending on the products you have ordered, a different return address may be necessary, as some goods are sent directly from our manufacturing unit, kindly email/phone us for return instructions.
contact us
COMPLAINTS
Most issues are simple to sort out and phone/email contact is quickest and we find any complaints can usually be sorted out with minimum fuss this way. If you wish to send any complaint in writing about your experience either using our website/ordering/goods, you may use the above address. Please note we ship worldwide, however all our policies above comply with English consumer rights/laws as in force at the time of your experience. We are located in Cumbria, England and the owner of the business is a sole trader. The business name is Joanne Spurr t/a eDog Products, owning and responsible for our website www.fleecedogharnesses.co.uk.
LEGAL JURISDICTION
The English courts will have exclusive jurisdiction over any claim arising from, or related to, a visit to our website although we retain the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country.
