Delivery & Returns
DELIVERY
Our orders are sent via Royal Mail and we commit to dispatching your order within 2 business days. More often than not, if you order before 10am (outside of school holidays) on a business day, your order will be sent on the same day. We offer free Royal Mail Tracked 48 delivery for orders over £50. During the Black Friday Sale, we commit to dispatching your order within 5 business days.
As an express postage option, we offer Royal Mail Tracked 24 which can be selected at the checkout.
Royal Mail aim to deliver RM48 parcels in 2 business days and RM24 parcels in 1 business day from the day of dispatch. Please note that this is their aim and not their guarantee.
Whilst the majority of our orders sent by Royal Mail arrive within 2-3 working days, delays do occur. Please note that Royal Mail consider a parcel missing once 10 working days from its due date has passed. If you need your order in a hurry, we recommend choosing Tracked 24.
Royal Mail Status Updates: Click here
Our ID tags are produced by an external supplier and are sent to you directly. If you have ordered other items they will arrive separately. ID Tags have a turn around time of circa 4 business days. Personalised items are sent via Royal Mail only.
If you are ordering from outside the UK you may need to pay customs, importation duty and/or VAT to your postal operator before they deliver your parcel.
If you place an order that contains a pre-order item, your whole order will be sent out when the pre-order item becomes available. Please place two separate orders if you wish to receive your in stock items straight away.
RETURNS & EXCHANGES
Every time you shop with Woofles we want you to be delighted with your purchase but we do understand that from time to time you may want to return your item.
You have 30 days from the day of purchase to return or exchange a product. To be eligible, your item must be unused and in the same condition that you received it. Customers are responsible for ensuring that products are suitable and fit well before using them. It must also be in the original packaging. Original packaging includes each item's individual size labelled polythene bag and tag. If products are not in a re-sellable condition on return, we will, unfortunately, be unable to process your return. You will need to pay for a tracked and signed for postage service for us to return the product(s) to you which is a fee of £5 per order. All items returned to us must be free of hairs, stains and odours.
We process exchanges and returns within 5-7 business days of receipt.
Returns received after 30 days post purchase will, unfortunately, not be processed and the sender will be required to pay for us to return the parcel to them. This is a flat rate of £5 per order.
To return your product, please post to: Woofles Ltd, The Old Chestnuts, 1 The Street, Toppesfield, Essex, CO9 4DJ. You must include your returns slip with all sections complete to avoid delays in processing.
You will be responsible for paying for your own postage costs for returning your item. Postage costs are non-refundable. If you receive a refund, the cost of original postage will be deducted from your refund. We strongly urge you to carefully measure your dog ahead of ordering.
We urge you to use a trackable delivery service or purchase postage insurance. Please don't return items to us using standard post. We can’t guarantee that we will receive your returned item. You are fully responsible for your returned item(s) until it has safely arrived into our premises. For clarity, we can't process any returns or exchanges until they have arrived with us.
Unfortunately we cannot be liable for any items that are affected by wear and tear, scratching or chewing. If you return an item to us that has been damaged we will not be able to offer an exchange or refund and you will need to pay for a tracked and signed for postage service for us to return the product(s) to you.
Please ensure that you do not leave your dog unattended with any items that they may be able to damage.
FAULTY OR DAMAGED ITEMS
We strongly believe in only selling products of an extremely high quality. Because of this, every single individual item is passed through four separate quality control processes. Once at product completion, once when the product is individually packaged, once when it arrives to our premises and once again before it is dispatched to you. All products are sealed individually and catalogued. The customer accepts all responsibility to check that all aspects of the product are in perfect working order and suitable for their intended dog on arrival as we cannot guarantee damages will not occur in postal transit.
In the extremely unlikely event that you do receive a faulty or damaged item on delivery, please contact us immediately with your order number, details of the fault and photographs for reference so that we arrange a replacement where possible. You should not, under any circumstance, use a faulty item as we are unable to arrange a replacement for products that have been used, even for a few moments. Items that you believe are damaged or faulty must be returned exactly as you received them, in their original and individual packaging, with tags where relevant. The returned item(s) will be inspected and checked against quality control records. We will then email you with our response to your return.
Replacement products are based on availability of stock. If your product is out of stock you will be issued with store credit to redeem when the product is back in stock.
Whilst we understand that large businesses are known to provide refunds regardless of the circumstances, as a small, independent business this just isn't an option for us financially. We will always do our utmost to deliver exemplary customer service, so if your dog has had an unforeseen accident with any of their Woofles gear, please just pop us an email and let us know what happened; we will always do our best to offer you a substantial discount to replace the item. We believe that honesty is always the best policy!
Every effort has been made to display as accurately as possible the colours, shades and images of our products that appear on our shop. We cannot guarantee that your computer monitor's display of any colour will be accurate. All of our items are handmade and therefore there can be a degree of colour difference between products
REFUNDS
Once we have received your item it will be inspected to ensure that it is in a sellable condition with original packaging and is free of hairs, stains and odours.
If approved, your refund, minus original postage cost, will be processed and a credit will automatically be applied to your original method of payment. You will receive email notification when this has been processed. Please allow your bank 5 - 7 days to process the refund.
If your returned item doesn't meet the criteria above, we will send you an email explaining why we are unable to process your refund and will include photographs to demonstrate this. We will also send you an invoice to collect a payment for the return of your item(s) as explained above. Please do not return items to us that have been damaged in use.
If you have any queries regarding deliveries, returns or exchanges please email us - info@wooflesonline.co.uk
You can view all of our collections here.