DELIVERY
We aim to send out all orders by Royal Mail within 5 business days after the order has been received as every piece is handmade to order. Please allow 3-5 business days for the (free) domestic second class signed-for postage, and 1-2 business days for the domestic first class signed-for postage option. For deliveries outside of the UK, we will offer international tracked/signed-for shipping rates subject to Royal Mail's pricing policy and technological availability in the destination country. Depending on where you live, this may take between 5-10 working days.
In the event that the item is returned to us (e.g. due to having provided the incorrect address, a faulty address, not having picked up the item at the post office, or not accepting the parcel at the address provided), Wagthattail.co.uk reserves the right to recharge for delivery. Returns and refunds citing the reasons above are not granted.
If your order does not arrive in those time frames after having received the postage confirmation email, please get in touch with us. Since we use Royal Mail to fulfill our orders, it is possible that deliveries get lost on the way which is unfortunately out of our hands, despite us keeping proof of postage for every order we send out. For an order to be considered lost, Royal Mail asks to allow for 10 working days to pass following the postage date. Once an item is considered lost by both us and the customer, we will replace your order free of charge, with a first class signed-for postage option.
RETURNS AND EXCHANGES
Wagthattail.co.uk is committed to exchange or refund any product that does not suit your expectation or that does not fit properly. In accordance with the United Kingdom's Consumer Contracts Regulations 2013, you have the right to return an item within 30 days after purchase. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange. If you cannot return the product within this time frame, please let us know and if reasonable we may extend this period by a few days. According to the same law, personalised items cannot be returned (e.g. items with your pet's name on them).
To be eligible for a return, your product must be unused and in the same condition in which you received it. Items which smell of washing powder, odour spray or which appear to have been worn or damaged by your pet cannot be refunded or exchanged.
We also reserve the right to refuse an exchange or refund if the item is returned to us by Royal Mail due to having provided an incorrect address, not having picked up the item at the post office, and similar reasons.
We will always replace items in the unlikely event that they are defective or damaged.
In the unlikely event of a noticeable defect in workmanship within 6 months of purchase Wagthattail.co.uk will repair your product in-house. The decision to replace or repair such a product is at our discretion. This does not include loose stitches or general wear & tear from use.
To complete your return, we require a receipt or proof of purchase and your name clearly included as a minimum.
If you wish to exchange an item for a different size please contact us through our contact page and we will arrange this with you.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Charges due to size differences may apply. Exchanges due to size also depend on stock availability, which is why we may offer you an alternative design.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
You should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Refunds will be dealt within 7 business days of receiving your returned item.
LATE OR MISSING REFUNDS
If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
Please note refunds may take up to 14 business days for your bank to complete, depending on their processing time. This can greatly vary between card issuers, and we are not able to influence this.
If you have done all of this and you still have not received your refund yet, please contact us
RETURN ADDRESS
All returns must be sent to:
Wagthattail
Warwickgate House
Old Trafford
Manchester
M16 0RZ