Delivery & Returns
DELIVERY CHARGES FOR UK CUSTOMERS
To keep things simple, we have a relatively straight-forward shipping policy. We provide FREE DELIVERY on all UK orders (with a few exceptions – see below). Our standard delivery parcel size for UK orders is the Royal Mail Small Parcel (not exceeding length 45cmx width 35cm x depth 16cm). If additional postage is required because of the size or shape or weight of your parcel, we will contact you. Your goods will be shipped using either Standard or Express service, as explained below.
UK ORDERS SHIP FREE!
Standard Small (3-5 days) FREE
Parcels will be sent via Royal Mail 2nd Class Standard service without tracking. If you would like your parcel tracked please select Weekday Express. We are not responsible for parcels lost in the post.
UK ORDERS TRACKED
Weekday Express (1-2 days) £3.99
Weekend Express (Saturday delivery) £9.99
Parcels will be sent via Royal Mail 1st Class Tracked service and will generally require a signature to receive. We are unable to send parcels tracked to PO boxes.
UK DELIVERY SERVICES EXPLAINED
Standard service – Royal Mail 2nd Class on most items
Express service – Royal Mail 1st Class on most items
Larger goods such as dog beds will be shipped via a preferred courier of our choice – a signature is required.
We dispatch orders on working days only. Our working days are Monday to Friday. If you place an Express order on the weekend your order will be dispatched on Monday.
For Weekday Express service all orders must be received before 12pm GMT. Orders requesting Express service received after 12pm GMT will be dispatched the same day where possible, or the next business day. Your order will be sent using Royal Mail or a courier of our choice. We will always do our best to get your order out as fast as we can but cannot guarantee next day service if your order was received after 12pm GMT. PLEASE NOTE: Weekday Express delivery does not apply to personalised goods.
For Weekend Express service, your order must be received by 12pm GMT (Friday only) for delivery next day (Saturday only). Any orders received on a Saturday for next day delivery will be despatched on Monday and will be considered Weekday Express orders. If you have any questions please email us. PLEASE NOTE: Weekend Express delivery does not apply to personalised goods.
Express service delivery time is not applicable for the Highlands, Islands and outlying areas, where delivery will be 2–3 working days.
OVERSIZED ITEMS: There are various items in our collection that require additional postage due to their size and weight. Presently this includes all dog beds, in all sizes, all framed art prints & all blankets. For the UK, this extra charge is between £5-£40 depending on which courier is used. Please contact us at firstname.lastname@example.org before you complete your order at the checkout. We’ll do our very best to get it to you as cost-efficiently as possible, but please be advised that the courier charge for sending these particular items is higher than our standard delivery charge.
DELIVERY CHARGES FOR INTERNATIONAL CUSTOMERS
We welcome International customers and over half our orders are destined for countries outside the UK. Again, to keep it simple, the following charges apply to all orders placed from outside the UK. All parcels shipped via our preferred courier service.
Standard service delivery charge for EU orders is £7.99
Standard service delivery charge for rest-of-the-world orders is £9.99
Delivery times can vary depending upon destination country so allow up to 15 working days for receipt of your goods. Import duties are solely the responsibility of the buyer and HOUNDWORTHY will not be responsible for any import taxes or other charges arising from your purchase.
If your parcel costs more to ship to a certain destination than our standard International Delivery charge, we will send it via regular delivery via Royal Mail. Please contact us before you place your order if you want tracked/signed for delivery – this can be arranged but may incur additional charges. Where applicable, all additional postage fees must be settled before we can dispatch your goods.
OVERSIZED ITEMS: There are a few items in our collection that require additional postage due to their size and weight. Presently this includes all Cloud 7 dog beds, in all sizes, and all framed art prints and all blankets. Depending on where the item is being sent, this extra charge is between £30-£80. HOUNDBOX orders may require additional postage depending on options selected (due to additional weight of the contents). Please contact us at email@example.com before you complete your order at the checkout. We’ll do our very best to get it to you as cost-efficiently as possible, but please be advised that the courier charge for sending these particular items outside of Europe is higher.
ODD SHAPED PARCELS: It’s pretty rare, but occasionally we receive orders where the products selected are of mixed shapes and weights, which in some instances creates a parcel size that does not fall within our normal International delivery charge parameters. Whilst we will try our best to find an affordable way to get them to you, we reserve the right to cancel any order that exceeds our stated delivery charge. A surcharge may apply, and we will notify you via email as to your options.
ORDERS TO SWITZERLAND: For some insane reason, shipping to Switzerland is inordinately costly. And try as we might, we can’t seem to find a way around it! Please be advised that we will apply a surcharge of £10 on top of our usual standard service charge for EU orders (total to be paid will be £19.99). An additional request for payment will be emailed to you via Paypal and your order will be dispatched upon payment of this extra £10 delivery charge.
DELIVERY CHARGE CORRECTIONS
Occasionally an order may go through our website and complete the transaction payment process but for one reason or another, an incorrect delivery charge is applied to the order (or not applied at all). When this happens we will email you to let you know there was a delivery charge issue on your order and if any additional payment is due. We reserve the right to correct delivery charge errors (up to and including refusing the order) before dispatching any goods. We will send you a payment request via Paypal which you can use any card to pay the outstanding fee – once settled we will dispatch your item immediately.
NO EXPRESS DELIVERY ITEMS
Certain goods on this site are only available on a longer delivery schedule because of the nature of how they are produced. Some of our collars are made to measure, and only produced as and when the order is received. These are not “shelf stock” items. Personalised items are bespoke items and thus take longer than normal to fulfil. We’ll do our darnedest to get you your goods pronto, but it would be unrealistic to promise these types of items in Express service time. Thanks for your understanding!
If you are not 100% satisfied with your purchase you can return it for an exchange or refund, provided it is within 30 days of receipt of your order and in saleable condition. Please be advised that a restocking fee of £3 applies on all orders dispatched to addresses within the UK to cover the cost of postage and packaging, which we incur when we send parcels out – £3 will be deducted from the refund applied to your original payment card. After 30 days from the date of purchase, returned items will be assessed on a case by case basis to determine cause of failure, if any applies. Faulty items will either be replaced or refunded as appropriate to the circumstances. Products purchased as gifts can only be refunded to the original purchaser. Food items will only be exchanged or accepted as a return if they are unopened and your request for an exchange or refund is received within 30 days from the date of purchase.
Personalised or customised items are strictly non-returnable and we will not issue a refund for any reason. Please ensure you have selected the correct size before you place your order. Read our Size & Fit Guide before you place your order. Christmas items are non-returnable. Sale Items sold as Final Sale items are non-returnable.
If you decide to return an item (or exchange), the cost of return is your responsibility and HOUNDWORTHY will not refund you the cost of return postage. Additional postage for exchanging an item is also your responsibility and we will not pay for additional postage if you decide to exchange an item.
HOW TO MAKE A RETURN
Please send an email to firstname.lastname@example.org and we will guide you through the process for returning your goods. All goods must be returned to us in undamaged, unused condition so please take care to package them well. We recommend you include a short note with your name and the reason for your return or exchange. We cannot be responsible for returned goods lost in transit so please insure your returned items for your own peace of mind. Please allow 2-3 weeks for processing.
Please return your goods to:
29b Clarence Road North
The Coach House
Weston Super Mare
We’ve worked really hard to provide high quality goods that we believe are worthwhile. However, should you wish to exchange your goods you may do so within 30 days of ordering. If you decide to return an item for exchange, the cost of return postage is your responsibility and we will not pay for return postage nor supply pre-paid return labels. Additional postage & packaging on exchanged goods incurs a re-stocking fee of £3.00. We offer free shipping on your initial order but we do not offer free shipping on exchanged items. We will send you a payment request via Paypal to clear the re-stocking fee, or deduct it from the difference in price (if any). As long as the item is in “as new” condition, HOUNDWORTHY will accept it and replace your purchase with a product of your choice, refunding any difference in price or taking additional payment. Your exchanged item will only be dispatched once the re-stocking fee is cleared, if any applies.
Due to the nature of dog goods and their intended usage, we are unable to provide exchanges for goods that we deem to have been used, no matter how lightly. Please keep this in mind when considering your request for exchange. Personalised or customised items are strictly non-exchangeable and we will not accept an exchange on these for any reason. Please ensure you have selected the correct size before you place your order. Read our Size & Fit Guide before you place your order.
Many of our products are made by artisans and skilled craftspeople in small quantities; minor variations in manufacturing detailing can be expected in some products, and we believe it often adds to the character of these interesting items. From time to time some products are subject to minor design changes to improve their overall construction or performance. We reserve the right to alter our products (particularly leather goods) where we deem the changes are necessary to improve them, but these minor changes do not affect stated sizing nor fit, as described in the product listing on the website. As such they are not acceptable reasons for return on the basis of manufacturing fault. However, if you think your product has a serious problem, please contact us and we will assess whether or not the product has suffered a manufacturing fault. Items that are damaged as a result of usage are not considered to be faulty. Due to the nature of dog accessories, and their intended usage, we are not able to accept returns nor exchanges for any reason after 90 days from the date of purchase.
Please note that Vintage Finds are not considered new goods and are sold as is; all items in this section are pre-used and will not be considered as Faulty Goods for any reason. Condition of each item varies and the degree of wear or patina of age is different from piece to piece. Please contact us if you want to know further details about a particular item before you place your order. Vintage goods are non-returnable so please be sure before you buy!
We are not responsible for lost parcels or item gone missing due to delivery address errors entered during checkout. Please ensure you double check your address details before your submit your order. The address you provide is the one that will go on the label. Please note that we are not responsible for parcels once they have left our care and entered the postal system. If you have requested Tracked or Signed For delivery, we will provide assistance to locate lost parcels but no action can commence until 30 days has elapsed from the date an order was dispatched (from which time an official Lost Parcel investigation can be filed with Royal Mail).
HOUNDBOX is available for international orders but only as single boxes. Orders containing multiple boxes will incur additional delivery charges. Depending on the options selected, some orders will require additional postage due to the increased weight of your HOUNDBOX. Our Standard Service Rest Of The World Charge of £9.99 will be applied to all orders coming from outside the UK. We will contact you to notify you of any additional postage required on your order.