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 is a charity registered in England and Wales (1167663), and in Scotland (SC053144), and a company limited by guarantee registered in England and Wales (09365971)
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
We largely ship online orders with Royal Mail who already have the lowest reported carbon emissions per parcel of any major UK delivery company and have the UK’s largest electric van fleet of any major UK parcel operator. Royal Mail aim to be net zero by 2040, bringing forward the initial target by ten years.
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
Our latest Privacy Policy can be found at 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
Initial Incentives Ltd,
Unit 16, Apex Business Centre,
Boscombe Road,
Dunstable.
Bedfordshire.
LU5 4SB
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