Descriptions
We try to be as precise as possible with the descriptions, images and specifications of the goods we supply.
Payment
All our prices include VAT and are in GBP sterling .
Once you have selected your pet's merchandise, you will proceed to the checkout. We accept all major debit and credit cards securely online via Pay Pal. Should you prefer not to give your card details online you may send order details with a cheque payable to the address provided on our Contacts page. Please note that orders placed with cheque payment will not be dispatched until the cheque has cleared.
Can't find a specific item?
If you have a particular requirement and cannot find the goods you want please e-mail us at The Big Dog Shop and we will do our best to make the items you require.
Privacy Policy
We take your privacy seriously. We may wish to use the information you give internally to keep you informed of offers that may be of interest to you. If you do not wish to receive such information please notify us and we will remove your details from any further mailings.
YOUR DETAILS WILL NOT BE DISCLOSED TO ANY THIRD PARTIES
TURNAROUND TIMES/ DELIVERY
All our products are custom made and therefore take longer to dispatch, so please refer to the product guidance below for your reference.
Please also allow 2-3 days for posting and shipping in the U.K & 1-2 Weeks Overseas)
Bib - 5- 7 Working days
Slobber Cloth - 5 to 7 Working Days
Beds - 5 to 10 Working Days
Dog Coats - 2 to 3 Weeks
Should any of the above items be delayed, then we will notify you of an estimated delivery time and you will be given the option of canceling your order if the delay is not acceptable. Please also allow be 1-2 week delay before and after Crufts, Bank Holidays and Nov - Dec due to Christmas
Postage Charges
Postage varies for each individual product, so please see our postage fee on each product listed on our products page. If you have a particular delivery requirement please advise us at the time of ordering and we will endeavor to meet your requests.
Cancellation
If you have ordered a personalized item and wish to cancel, then you will need to notify us by email or phone within 12 hrs from the time you placed your order.
Return Policy
Under the UK Distance Selling Regulations,you have the legal right to cancel your order within seven working days upon receipt of the goods. However,due to the personalized nature of many of the goods we make,{ie embroidered items,or made to measure items}and in accordance with the Distance Selling Regulations,we cannot offer refunds for these items unless they are faulty.
Always make sure you have checked all your spelling and wording instructions when ordering a personalized item,and check you have given correct measurements,if this is required. We cannot accept liability for customer's mistakes.
To Return an order
The company will not be liable for any costs incurred in the return of cancelled orders. The goods will not be deemed to have been returned until notification is given by the company that the goods have been returned to the address advised by the company.
The goods must then be returned at your own expense to the company within 14 days of your notification to cancel your order. If you are unable to return the goods you must make the goods available for collection upon request and within 14 days of your notice to cancel your order. This will be at your expense and you will not be entitled to a refund of the original delivery charge. The company will be entitled to charge you (an equivalent amount to the original delivery charge) for this collection.
It is your responsibility to return all goods in the same condition as they were upon delivery. The company reserves the right to deduct from the refund any charges necessary for the repair or cleaning of any goods returned not in the same condition as upon delivery. You are advised to retain the original packaging in the event of you canceling an order. The company retains the right to charge for any necessary packaging/re-packaging.
The company shall be entitled to recover all costs, loss,charges,and expenses incurred in connection with goods returned not saleable as new.
Once received,goods to which cancellation applies,may be returned for a full refund or exchange. Simply return items,in their original condition and packaging ,within 28 days of receipt.
Once Good's are returned to the Big Dog Shop at your own expense, then we will refund once product is checked and we have deducted delivery charges.
Please note - Your dispatch note will be required as proof of purchase.
Faulty / Damaged Goods
All items are checked before posting, but if you do receive an item that appears to be faulty or damaged,then you should notify us immediately within 24 hrs , and we will exchange it or offer a full refund. Please return your product within 2-3 working days to the address provided on the contacts page and remember to enclose your details, including your name and address when returning the merchandise.The cost of return postage will be reimbursed if the item is found to be faulty/damaged.
Please note that this does not apply to faults caused by accidents,neglect or misuse. This does not affect your statutory rights as a consumer.
We have researched and tested our products to ensure they are fit for use. If we don't meet your expectations we want to know about it.
Happy Shopping