Terms & Conditions
D for Dog is a UK based business. All goods are dispatched from the United Kingdom. We dispatch to the UK and European countries and territories that are part of the EC fiscal (VAT) area, with the exception of some products that are UK delivery only. We do NOT dispatch outside the EC fiscal (VAT) area (e.g. The Channel Islands, Gibraltar, Norway, Switzerland etc) or to the Rest of the World (USA, Canada, Far East, Australasia).
Making a Purchase
Making a purchase could not be easier. Simply browse our store and add any items that you wish to buy into your shopping basket. After you have finished your selection, choose how you would like to pay and complete the payment process.
We reserve the right not to process any incomplete or incorrect orders. We reserve the right to refuse any orders that we deem are in breach of copyright or are unsuitable for sale to the general public.
Payment and Security
We accept online or phone orders with payment by credit or debit card via a secure online payment system. Your card details are entered via their secure PCI DSS compliant server. D for Dog do not take, process or store any debit or credit card details. Customers may also choose to pay via their PayPal account, if they prefer. We do not accept cheques or postal orders.
We are 3D Secure for debit and credit card payments. 3D Secure is a scheme implemented by the banks and card schemes as a method of attempting to reduce card fraud. It is effectively a system similar to Chip and Pin, but for internet transactions. It requires the cardholder to enrol and select a password for each card they use for internet purchases. When the customer has submitted their payment details they will be redirected to their card issuing bank and asked to enter certain details to authenticate themselves as the cardholder. The scheme reduces online card fraud and makes online shopping safer for you, the customer. If a site does not offer 3D Secure, ask them why. D for Dog consider it a vital step in combating card fraud and making online shopping safer for everyone.
Shipping and Handling
Delivery is within the UK and EC Europe. Our postage and packing costs are dependent on the items in your order and your delivery location. Please note that parts of your order may be dispatched separately. This will be at no extra cost to you, the customer.
P&P costs are shown at checkout as accurately as possible, given what we know to be true at the time. However, we reserve the right to hold any order where actual P&P differs widely from the online amount charged. In such cases we will contact you if postage costs are going to be higher than those stated when you placed the order.
At checkout, please enter the delivery address and postcode carefully and check it before proceeding. D for Dog will not be held responsible for errors or omissions in the delivery address or for goods that do not arrive due to an incorrect or incomplete delivery address.
D for Dog dispatch to the following destinations (apart from the exception of some products that are UK delivery only):
Please note that we do NOT dispatch outside the EC fiscal (VAT) area (e.g. The Channel Islands, Gibraltar, Norway, Switzerland etc) or to the Rest of the World (USA, Canada, Far East, Australasia).
The standard dispatch time for off-the-shelf items is 1-2 working days but dispatch times for different items can vary, especially for personalised, engraved and made to order items. If an item's dispatch time is longer than 1-2 working days it will be stated on the product page.
Customs and DutyThe customer is responsible for the importation of products into their country and must obey the regulations set by that country. Parcels may be subject to import duties and tax, which are levied once a shipment reaches your country. Any additional charges for customs clearance are the customers' responsibility.
Returns and Exchanges
Returns and exchanges for non-personalised and non-edible items (with the exception of those listed below): are accepted providing that we have been informed by email within 14 days of receipt and the item is returned in its original unused condition (resalable condition with any labels and/or packaging still intact) to the specific address or addresses that we will provide (please email us for an exchange/return form). This must be done within 14 days of the issue of the return/exchange form. Faulty or damaged goods will be replaced or refunded in full (please see the 'Faulty or Damaged Items' section below). For all other returns or exchanges, the customer is liable for postage costs and refunds will exclude the cost of P&P. There may be more than one returns address if you are returning more than one brand of goods.
Returns and exchanges for personalised, baked, edible or bespoke items: are prohibited and refunds are only provided in the case of faulty or damaged items.
Returns and exchanges of vet bedding: is prohibited and refunds are only provided in the case of faulty or damaged items.
Returns and exchanges of ThermLOW cool coat is allowed (non-bespoke sizes only) but please note that it must be returned in the sealed bag provided and still in its soft and supple state. It should not be soaked or allowed to dry out if it is going to be returned or exchanged. Try the coat on your dog. If it does not fit please fold it back up and put it straight back into the sealed bag.
Please allow 1-2 weeks for exchanges and returns to be processed.
IMPORTANT - For all returns and exchanges you must first contact us via email at firstname.lastname@example.org. Please state your order number, the item for return/exchange and the reason for the return/exchange. We will then issue you with a returns address (or addresses, if there is more than one item from more than one supplier/maker being returned). You must return the item(s) within 2 weeks of the return/exchange request, to the address(es) supplied. In the case of exchanges, you will be liable to pay any extra amounts due for the new product and you may also be charged for re-dispatch. You will be informed of any charges before we proceed with the exchange.
D for Dog are not responsible for return postage or packages that do not reach us and we will not refund or exchange returned items that become lost. The customer is therefore advised to send returns via recorded or special delivery or any other manner that ensures the parcel is guaranteed to arrive, tracked or covered for the full cost of the item(s).
Faulty or Damaged Items
In the unlikely event that your goods are broken, damaged or faulty, please retain the item(s) and contact us regarding a replacement. We will ask for details and a photo to be emailed to us. In some cases, where the item needs to be inspected or a photo cannot be provided, the item will need to be returned to us. Please retain the item(s) and contact us for instructions.
Orders can be cancelled up to the point of dispatch except in the case of made to order items. In those cases orders can only be cancelled if the product has not already been made or started to be made for you.
All online purchases have a 'cooling-off period'. If you have changed your mind about your purchase and the product(s) are complete and in an unused and undamaged condition, please let us know of your intention to return your purchase within 14 days of receipt. You must contact us first before sending the item(s) back as we will need to issue you with a returns form and return address. You then have another 14 days to actually send the item(s) back.
Some items are not covered by this cooling-off policy. Please see the Returns and Exchanges section above. Please note that, as in the case of all returns and exchanges, you will be responsible for the cost of the return unless we delivered the item to you in error, or if the item is damaged or defective.
Non-receipt of Goods
Before contacting us, please check the dispatch time of your item and also allow for delivery time. If that time has passed, please let us know that you have not received your goods. We must be informed of non-receipt of goods in a timely manner. Any declaration of non-receipt of goods made 3 weeks after the goods should have arrived may not be considered.
The first thing we will ask is for a confirmation of the delivery address. We will also ask you to please check at your local post/sorting office, in case your parcel is being held there.
If enough time has passed and the above checks have been completed, the parcel may be classed as lost. Please note that an order can only be classed as lost by Royal Mail if at least 15 working days or more have passed since the item was due to be delivered to a UK address (20 working days or more for Europe). Refunds or replacements will not be processed until that time has passed, unless otherwise agreed.
Handmade Pottery Items
Whilst the bisque/pottery meets a high standard, some pieces, especially the larger ones, may have minor flaws, dents and variations. We accept non-uniform pieces as part of our quality control procedures. Any minor variations and imperfections are NOT considered manufacturing defects.
D for Dog Gift eVouchers are valid for 12 months from the date of purchase. Gift eVouchers can be used online to purchase any items available at the D for Dog online shop (one voucher per order). Gift eVouchers cannot be used without the Gift eVoucher code, cannot be redeemed for cash, cannot be replaced if they are lost or stolen, cannot be used or redeemed towards previous purchases, cannot be used or redeemed to purchase other Gift eVouchers, cannot be resold, and are not refundable.
Any purchase less than the value of the Gift eVoucher causes the unused balance to be saved for use in a future transaction. Any purchase exceeding the value of the Gift eVoucher requires the use of a valid debit or credit card to complete the online transaction.
Registered customers accumulate free Loyalty Points each time they place an order. Loyalty Points can be used against future purchases at D for Dog.
Each £1 spent earns 1 Loyalty Point which is worth £0.02 off a future purchase. Loyalty Points can be used once 500 points or more have been collected. To find out more visit Loyalty Points.
D for Dog Loyalty Points are valid for 12 months. Loyalty Points cannot be transferred or resold, cannot be redeemed for cash and cannot be replaced or used once expired. We reserve the right to cancel the scheme or change the use or value of Loyalty Points at any time.
Articles and Information
The articles posted on this website are informative only and are not written by a vet or other professional. Reliability, accuracy or completeness is not implied. The information provided is given in good faith and is not intended to replace the advice of a qualified veterinarian. D for Dog and the authors are not liable for any accuracy or otherwise of information or advice given in the articles and blogs.