Delivery Returns and Refund Policy
Dotty4Paws (“we” and “us”) is the operator of (https://dotty4paws.co.uk/shop) (“Website”). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfil all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.
3. Return policy
Please complete the returns request form which can be found on the website https://dotty4paws.co.uk/shop/returns-form. Once we have received your form we will process the request and be in touch within 48 hours.
3.2 Unwanted (within 14 days) Customised products are excluded from this clause 3.2
We provide a 14-day return policy during which customers may return items that are undamaged, unworn, and in original packaging (at their own expense). Customers must notify us within 14 days of receipt of the item by completing the online return form https://dotty4paws.co.uk/shop/returns-form. Customers then have another 14 days to return the items at their own expense. We recommend the customer use an insured postal service to return the items Upon receipt of the items and subject to then being in the condition described above, we will refund the cost of the items to the customer within 30 days. Return and original postage costs will not be refunded to the customer. Customised or bespoke made products are excluded from this clause 3.2
3.3 Faulty Goods (first 30 days up to 6 months)
We also provide a return/refund policy for any damaged or defective items as long as any claims are placed within 30 days of the item being received by completing the online return form https://dotty4paws.co.uk/shop/returns-form . If the defect is reported after 30 days we may request an inspection of the items by the Manufacturer. Upon receipt of the items and after acceptance of the fault we agree to either fix or exchange the items (first 30 days up to 6 months) or authorise a refund (first 30 days) The return postage refund will be capped at the same price as the original postage costs of the items when we sent it to the customer.
3.4 Faulty Goods (6 months – 12 months)
During this period the onus is on the customer to prove a fault was present at the time they took ownership of the items. If they can provide satisfactory proof to us that this is the case we agree to accept the return and arrange for the items to be fixed or exchanged. Return and original postage costs will be refunded to the customer unless the item is deemed not faulty at the time the customer took ownership of the items. If we agree to exchange the items and we require the original items back, the customer will be required to post these back to us and pending acceptance these will be refunded to the customer capped as detailed above. If an exchange is agreed the postage costs to send the new items to the customer will be covered by us.
4. Delivery Terms
4.1 Standard Delivery
In general, standard deliveries are 2-7 days
4.2 Dispatch Time
Orders are usually dispatched within 2 business days of payment of order. Our warehouse operates on Monday – Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.3 Change Of Delivery Address
We cannot change the address of a delivery once the order has been accepted
4.4 Items Out Of Stock
If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.
4.5 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
5. Tracking Notifications
Upon dispatch, customers may receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service https://dotty4paws.co.uk/contact within 24 hours with next steps. Failure to contact us within this timeframe may invalidate any claim for a replacement.
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched please contact customer services https://dotty4paws.co.uk/contact. If an order has already been dispatched, please refer to our refund policy.
Parcels may be insured for loss and damage up to the value as stated by the courier if applicable. Please contact customer services https://dotty4paws.co.uk/contact to find out more.
8.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
8.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
9. Customer service
For all customer service enquiries, please submit an enquiry at