Payments

What payments methods do you accept?

We accept all major credit and debit cards including Visa, Amex, Mastercard, Maestro, Solo, Switch, Visa Debit and Electron. We can also accept payment via your PayPal account balance. We use PayPal to collect all our payments, however there is no need to sign up for an account if paying via credit/debit card as there is an option to pay without signing in. UK customers also have the option to pay by bank transfer, cheque or postal order.

What currency can I pay with?

All orders are charged in GB Pounds. However, International customers will be charged in their local currency as per their card providers exchange rate at the time of purchase.

Is it safe to use my credit/debit card on your website?

Yes, we use PayPal payment system to process all payments which is totally secure and fraud preventive. In addition when the order is placed at our website, all your details are encrypted with up to 256 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site. You can check this by making sure the web address changes to start with https:// rather than http:// when you reach the checkout page and a padlock symbol will also show in your browser.

Delivery

How much is delivery?

Delivery is FREE on all orders to any location worldwide.

Where will my order be posted from?

All orders are posted from our UK warehouse.

Can I have my order delivered to a different address to my billing address?

For your convenience you may choose a delivery address which is different to the address your payment card is registered i.e. a neighbour/friends address or work address.

How do I check the current status of my order?

Customers can view their current order status at any time via the order information page in the "My Account" section of the site.

What does the current status of my order mean?

Incomplete - Your order was placed however payment was unsuccessful, you will need to place a new order.

Awaiting Payment - Your order was placed successfully and we are currently awaiting your cheque/postal order/bank transfer to clear.

Processing - Your order has been successfully paid for and will be posted shortly.

Partially Posted - Part of your order has been posted and will be delivered to you shortly.

Posted - Your order has been posted and will be delivered to you shortly.

How long will it take to post my order?

Your order will be posted within 5 working days. If your items are ready to be posted at different times we will send each item as soon as it's ready to speed up delivery for you. If you require your order by a certain date we advise you to contact us before placing your order to check how long your item will take to be posted.

How long will delivery take after my order has been posted?

Estimated Delivery Times are as follows:

UK - 1-3 working days after posting date

Europe - 3-5 working days after posting date

Worldwide - 5-7 working days after posting date

What happens if I'm not home for the delivery?

If you are not home for delivery the postman/courier will leave a card informing of the attempted delivery, this card will also include instructions on how to obtain your parcel.

Can you post to my country?

We can post to any country worldwide, however non-EU customers may be liable for import duty/taxes on high value orders, please check with you local customs department for further information on import allowances. The customer is responsible for payment of these charges where necessary upon delivery of their order.

What should I do if my order hasn't arrived within the estimated delivery time?

Please allow 10 working days from your posting date for your order to be delivered before contacting us. If your order has still not been received 10 working days after receiving confirmation of postage please contact us via the Order Tracking page and we will submit a claim to Royal Mail and arrange for your order to be re-sent.

Returns

Can I return any unsuitable items?

Yes, you may return unused items within 7 days of delivery.

How do I return an order?

If you need to return any items, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail once we've received and processed the returned item(s). The customer is responsible for return postage charges to our UK returns address. We are not responsible for lost or incorrectly addressed packages therefore postage insurance is highly recommended when returning merchandise.

Are there any exclusions to the returns policy?

All returns must comply with the following rules:

Returns are accepted within 7 days of the receipt of your order. Returns received after this time will not be accepted.

Returns must be pre-requested by the above method and accompanied by a copy of your return request.

Items must be returned clean and free of animal residue/hairs otherwise we will refuse credit and the item will be donated to a local animal shelter or charity.

All of the item's packaging, accessories and any free products related to the purchase must be included in the return and must be in original condition. If any of these are damaged or missing, the item may not be returned. If any tags have been removed, the item may not be returned.

Edible, perishable, custom, personalised and holiday (i.e. christmas/halloween) items are non-returnable.

What options do I have upon return?

You may choose to either receive "Store Credit" or a "Refund" to the value of the item/s returned.

How does the "Store Credit" work?

We will issue you a store credit to the value of the original item/s which will show on your account as soon as we receive your return. You can then use this credit to order alternative sizes/items or save it towards your next order.

How does the "Refund" work?

Refunds will be paid within 28 days, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return, the time it takes us to process your return once we receive it, and the time it takes your bank to process our refund request.

Privacy

Do you have a Privacy Policy?

We are committed to protecting your privacy.
This privacy statement discloses what information we gather about you when you visit our store and describes how we use that information. Our policy is to keep the personal information we receive from our website completely confidential and used solely for internal purposes. We will not share your personal information with any other parties.

What personal information is collected on your website?

The personal information we collect may include your name, address, e-mail address and phone number. We may collect certain information about your visit, such as type of browser you use; the date and time you access the Site; the pages that you access while at the Site and the Internet address of the website from which you linked directly to our website. This information is used to help improve the website and administer the website.

How is my personal information used?

The personal information collected on this website will be used to provide the services you have requested.
We may use your personal information to provide you with important information about the product or service that you are using, including critical updates and notifications. Additionally, if you sign up to our newsletter we will send you regular emails with news and special offers related our website, you can of course unsubscribe at any time by following the link in the email.

Website Issues

Why can't I add items to my shopping basket?

You may be unable to add items to your Shopping Basket because your Internet Explorer security settings are set too high. To remedy this issue, you can either change the security level to Medium or add our URL to your Trusted Sites list.

NOTE: If you are running Windows Vista, you must add the site with both "http" and "https." Also, trusted sites may open in a new browser window.

To Change Your Security Level and Add our website to Your Trusted Sites

1. In Internet Explorer, from the Tools menu, select Internet Options.
2. Click the Security tab.
3. Click Trusted Sites.
4. In the Security level for this zone box, check your security level. You may need to do one of the following:
   • If it is set to High, use the slider to change it to Medium or a lower security level.
   • If it is set to Custom, click Default Level, and then use the slider to change it to Medium or a lower security level.

   NOTE: If you are running Windows Vista, verify that Enable Protected Mode is NOT selected.

5. Click the Sites button.
6. Clear the Require server verification check box.
7. In the Add this Web site to the zone field, type (copy & paste) https://*.doggiestylestore.com . Repeat for http://*.doggiestylestore.com .
8. Click Close.
9. Click OK.

NOTE: Mozilla Firefox® does not specifically offer a trusted sites setting. However, you can set allowed sites for the limited purpose of installing cookies and add-ons. From the Tools menu, select Options, and then select the Security tab.