Terms & Conditions
About Us
Our Dogs Trust online shop is completely dedicated to your total satisfaction. If you have any suggestions or comments please email address below.
Our Contact details:
Dogs Trust Promotions Ltd (963277) is a wholly owned subsidiary of Dogs Trust, a registered charity (numbers 227523, SC037843 and CHY16218)
Registered Office:
Clarissa Baldwin House
17 Wakley Street
London
EC1V 7RQ
We would kindly request that you do not contact Dogs Trust Head Office directly with order queries because they are dealt with by a different, dedicated support team.
Making A Purchase
Making a purchase couldn't be easier. Just browse our online shop, and add any items that you wish to buy into the shopping basket. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.
We accept credit card payments.
We accept Visa, Visa Debit, Mastercard, Solo, Maestro, Visa Electron and Paypal.
When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an email to confirm your order has been dispatched. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
Cancelling an Order:
Dogs Trust strives to process your order immediately after Checkout so you can receive your goods as soon as possible. Once you have hit the Purchase button at Checkout we begin to process your order. If you decide after Checkout that you would like to cancel your order please email retail@dogstrust.org.uk If you email within 24 hours your credit card will be credited for the entire purchase price and the cost of standard postage as long as you refuse delivery and "Return to Sender" when the order arrives. If you do not email within 24 hours to cancel, unfortunately we will not be able to refund your postage charges.
Shipping And Handling
Q) What are the shipping and handling costs and where do you deliver to?
A) Dogs Trust charge the Royal Mail price for postage on all standard orders up to 2kg to post anywhere in the United Kingdom. If an order is over 2kg, only the courier option will be available.
We also offer an Express Delivery Service to UK mainland addresses which is charged at £10 per order. Please place your order before 11am from Monday to Thursday and we will despatch your parcel promptly for next day delivery.
Purchases made for Ireland, Northern Ireland, and the EU: We will add in a duty and taxes calculator to show the consumer what the extra charges will be to send and this will allow the consumer to decide if they want to continue their purchase
Q) How long will my order take to arrive?
A) Your order will be processed upon receipt and should be delivered within 7 working days if items are in stock (addresses outside of the UK mainland will take longer). Please allow enough time for any onward postage of cards and gifts and order early to avoid disappointment.
Larger sized parcels are sent via couriers DPD and if a mobile number is provided you will be advised via text message of the anticipated delivery date.
Q) When do I need to order by to get my goods in time for Christmas?
A) We usually deliver within 7 working days but orders can take longer at busy times. All orders received by noon on the 16th December 2022 excluding personalised items, should be received by Christmas Eve subject to stock availability.
Tax Charges
For orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free.
Guarantee
We guarantee your satisfaction. All of our products come with a 30 day no quibble guarantee.
Reaching Us
If you need to reach us, please email us retail@dogstrust.com
Privacy Policy
We treat your data with the utmost respect and care. We always aim to be as transparent to our customers as possible and we treat your data the way we would expect our own personal data to be treated. You can find out about what information we store, how we process your data, your rights and other privacy related information in the following Dog’s Trust’s privacy policy.
Who are we?
Dogs Trust is the Data Controller for this website and are registered with the Data Protection register under Registration Number Z6547288.
What data do we hold?
We only hold the data that is necessary to fulfil our contract with you on behalf of the charity and make sure our service is the best it can be. We use the legitimate interest basis under the GDPR (General Data Protection Regulations) to process your personal information in order to process any orders. We will need to hold your name, address, email address and telephone number on our systems. We store this data so that we can not only complete our contract with you to fulfil your order but also for fraud protection reasons and to be able to provide refunds etc. Your order information is passed to another Data Processor; Initial Incentives Limited (To view Initial Incentives Privacy Policy please see the following link: https://www.initialincentives.com/privacy Initial Incentives fulfil your order and then remove the order information after suppling the order details to Dogs Trust.
When you visit our website, we track each browsing session and the various products you have visited. We do this for several reasons including gaining feedback on our products and services, as well as being able to provide a better service to you by recommending products and services we think you will like. We use this data to tailor our emails to you and make use of it through our other marketing channels if you have subscribed to our email list or any of those other channels.
You can read more about our cookie policy here:
https://shop.dogstrust.org.uk/p/cookie-list
We do not store or hold any credit or debit card information. All payments go through our payment providers (SagePay and PayPal) securely using encryption.
We store your device type and IP address in our system logs for fraud protection reasons and to help identify any intrusions or Denial of Service attacks on our website. We do not use your IP address for any other reason and all logs are stored securely on our servers. These logs are deleted periodically.
Our website servers are provided by thefullworks who are based in Ireland
Who do we share your data with?
For us to function as a business and provide you with the best possible customer service and experience, we work with a few other third parties. We also share some of your data with our customer support team and other staff members as required so they can support you in case of a problem with a purchase or product or to help fulfil our contract with you (for instance a warehouse picker/packer). We only share your data with third party companies to fulfil our services to you. We will never sell your data to any other company or third party.
Our website uses Google Analytics to track user interaction. We use this data to determine how many people are using our site, what they are viewing, when they are viewing it and how they are navigating through the site. We use this data as feedback to be able to improve our service and offerings to you and it helps us with making decisions on how our promotions are doing, server requirements in the future (capacity planning) etc. Google records data like your approximate location, internet browser, device and operating system however, none of this device is identifiable to us. Google analytics does record your IP address though this is not identifiable to us. Google makes use of cookies. You can control cookies using your browser settings (Please see here for more information: https://shop.dogstrust.org.uk/p/cookie-list).
We provide several ways for customers to pay for their goods so if you have a PayPal account you can use that account to make a payment. We also use SagePay for standard credit/debit card payments. This Privacy Policy does not cover these external processors so please read their respective privacy policies if you are concerned about the way your data is processed. Whilst we believe that all payment information is processed by servers hosted in the European Economic Area (EEA), we cannot guarantee it as these payment processors may end up using servers hosted in the USA or elsewhere. If you are not happy with the possibility of payment information being sent outside of the EEA, we recommend that you do not use our site to purchase products, services or donations.
We use a variety of other third-party companies who provide professional services to us and help us run our business. These companies help us with things like merchandising our site and internal search results of our website, marketing agencies, email service providers, advertising partners and other software partners (for example postcode lookup). We may use companies whose services are either based in the EEA (European Economic Area) or are located outside of the EEA but are under an equivalent and approved privacy scheme by the EU (for example the EU-US privacy shield see here for more information: https://www.privacyshield.gov/welcome).
Our current Data Processors are:
Google Analytics: Our website like many others uses GA to track information about number of users, pages visited, length of browse time. We use this information to improve our sites and services.
Google reCAPTCHA: Our website like many others uses reCAPTCHA, a CAPTCHA system that enables the website to distinguish between human and automated access to the website on our checkout. We use ensure our site is protected from potential cyber-attacks.
Google AdWords: We place advertisements on Google's search pages that are based on your search term as well as potentially on other websites that support retargeting ads, and which are accessible via Google's AdWords platform. We use the consent lawful basis for processing under GDPR in order to do this. You can control these cookies using our cookie consent tool by Cookiebot or via your browser.
Opayo (Formerly Sage Pay): Our website like many others use payment providers to process the payments online for your orders securely using encryption. We use this information to confirm whether payment has been made and to action refunds. For more information on Opayo and their privacy policy, please see here for more information: https://www.opayo.co.uk/policies/privacy-policy
PayPal: Our website like many others use payment providers to process the payments online for your orders securely using encryption. We use this information to confirm whether payment has been made and to action refunds. For more information on PayPal and their privacy policy, please see here for more information: https://www.paypal.com/uk/webapps/mpp/ua/privacy-prev
Your Rights
Under the General Data Protection Regulations (GDPR) you have several new rights in relation to the data we store and hold about you:
- The right to see what information we have via a subject access request: please contact the Data Controller: by phoning 020 7837 0006 or email keepintouch@dogstrust.org.uk
To view Dogs Trust's Privacy Policy, please see the following link:
https://www.dogstrust.org.uk/privacy/
- The right to be forgotten and have your data removed from our systems.
- The right to have your data rectified if it is incorrect.
- The right to be informed about the way we process and handle your data. You can read about how we process your data and handle it in this privacy policy.
- The right to data portability so you can reuse your personal data for your own purposes across different services
- The right to opt out of automated decision making including profiling.
- The right to lodge a complaint with a supervisory authority
You can read more about your rights and GDPR here at the information commissioner's office https://ico.org.uk
Data Retention
We keep order information for our own records and legal reasons for a limited amount of time. However, we will not keep this information longer than is necessary. If you do ask for your data to be erased, we may not be able to remove all of it due to ensuring we uphold our responsibilities to legal or regulatory requirements, fraud and abuse or to enforce our terms and conditions.
Changes to how we protect your privacy
Data protection and security is an ever-changing landscape. Our website will continually evolve with new service providers and mechanisms to provide our customers with a better service. Your data and privacy are of the utmost importance to us. We will always ensure your data is protected when implementing new services and will update this privacy policy as and when new things become live.
How to contact us
We always want to hear from our customers (especially if you feel we've let you down or could do better).
If you:
- Have any questions or feedback about this notice
- Would like us to stop using your information
- Want to exercise any of your rights as set out above, or have a complaint
Please don't hesitate to contact our Customer Care team, who will be happy to answer any questions you may have.
You can contact the Dogs Trust privacy team by phoning 020 7837 0006 or email keepintouch@dogstrust.org.uk.
To view Dogs Trust's Privacy Policy, please see the following link:
https://www.dogstrust.org.uk/privacy/
Returns Policy
- We offer a 30-day money-back guarantee.
If you are not completely satisfied with your purchase, you may return it to us within 30 days of purchase for a prompt refund.
Returning an item:
For a refund, items must be returned within 30 days of purchase with the original packaging.
It is acceptable to return an item with shrink-wrap removed, as long as the item has not been used or damaged after receipt.
You will receive a full refund, including the cost of delivering the goods to you if any goods arrive damaged.
Your refund will be processed within 30 days of the cancellation.
This does not affect your statutory rights.
We regret that food items cannot be returned unless faulty.
Instructions for Return:
1. Please enclose the delivery note, including your name and order number with the returned item(s). Tape the box securely using heavy-duty packing tape.
2. Send your returned item(s) via an insured carrier, such as Royal Mail Recorded delivery. This will be at your expense. We cannot be responsible for lost returns.
3. Send your return to:
Dogs Trust Online Shop
729 Capability Green Business Park,
New Airport Way,
Luton
Bedfordshire
LU1 3LU
Email: retail@dogstrust.com
Instructions for damaged or wrong items:
If your order has been damaged or contains the incorrect items, you must first email retail@dogstrust.com Please provide your name, order number and request for refund or exchange.
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm