Delivery & Returns
Our prices include Royal Mail 48 postage to all UK addresses and we commit to dispatching your order within 2 business days. More often than not, if you order before 2pm on a business day, your order will be sent on the same day.
Within Europe, delivery is £3 plus 50p for each additional item.
For the rest of the world, delivery is £4 plus £1.50 for each additional item.
For those outside of the UK, postage is calculated at the checkout; if you add the items you wish to purchase to your basket and enter your postal address you will be provided with the total delivery cost for your order. Orders to Europe normally arrive within 5-7 days and to the rest of the world, around 10 business days.
Please note that our ID tags are produced by an external supplier and are sent to you directly. If you have ordered other items they will arrive separately. ID Tags have a turn around time of circa 4 business days.Whilst the majority of our orders arrive within 2-3 working days, delays do very rarely occur. Please note that Royal Mail consider a 2nd Class parcel missing once 10 working days from its due date has passed. If you need your order in a hurry, we recommend upgrading to the Royal Mail 24 option.
RETURNS & EXCHANGES
Every time you shop with Woofles we want you to be delighted with your purchase but we do understand that from time to time you may want to return your item.
You have 30 days from the day of purchase to return or exchange a product. To be eligible, your item must be unused and in the same condition that you received it. Customers are responsible for ensuring that products are suitable and fit well before using them. It must also be in the original packaging. Original packaging includes each item's individual polythene bag and tag. If products are not in a re-sellable condition on return, we will, unfortunately, be unable to process your return. You will need to pay for a tracked and signed for postage service for us to return the product(s) to you. All items returned to us must be free of hairs, stains and odours.
To return your product, please post to: Woofles Ltd, 1 The Street, Toppesfield, Essex, CO9 4DJ. You must include your returns slip with all sections complete to avoid delays in processing.
You will be responsible for paying for your own postage costs for returning your item. Postage costs are non-refundable. If you receive a refund, the cost of original postage will be deducted from your refund. For Royal Mail 48, within the UK, the deduction will be £3 for all products except a single AirMesh harness which will be £1.53. We strongly urge you to carefully measure your dog ahead of ordering.
We strongly recommend that you use a trackable delivery service or purchase postage insurance. We can’t guarantee that we will receive your returned item. You are fully responsible for your returned item(s) until it has safely arrived into our premises.
Please note that exchanged items will bear a minimal postage & handling cost of £1 per item.
Unfortunately we cannot be liable for any items that are affected by wear and tear, scratching or chewing. If you return an item to us that has been damaged we will not be able to offer an exchange or refund and you will need to pay for a tracked and signed for postage service for us to return the product(s) to you.
Please ensure that you do not leave your dog unattended with any items that they may be able to damage.
FAULTY OR DAMANGED ITEMS
We strongly believe in only selling products of an extremely high quality. Because of this, every single individual item is passed through four separate quality control processes. Once at product completion, once when the product is individually packaged, once when it arrives to our premises and once again before it is dispatched to you. All products are sealed individually and catalogued. The customer accepts all responsibility to check that all aspects of the product are in perfect working order and suitable for their intended dog on arrival as we cannot guarantee damages will not occur in postal transit.
In the extremely unlikely event that you do receive a faulty or damaged item on delivery, please contact us immediately with your order number, details of the fault and photographs for reference so that we arrange a replacement where possible. You should not, under any circumstance, use a faulty item as we are unable to arrange a replacement for products that have been used, even for a few moments. Items that you believe are damaged or faulty must be returned exactly as you received them, in their original and individual packaging, with tags where relevant. The returned item(s) will be inspected and checked against quality control records. We will then email you with our response to your return.
Replacement products are based on availability of stock. If your product is out of stock you will be issued with store credit to redeem when the product is back in stock.
Whilst we understand that large businesses are known to provide refunds regardless of the circumstances, as a small, independent business this just isn't an option for us financially. We will always do our utmost to deliver exemplary customer service, so if your dog has had an unforeseen accident with any of their Woofles gear, please just pop us an email and let us know what happened; we will always do our best to offer you a substantial discount to replace the item. We believe that honesty is always the best policy!
Once we have received your item it will be inspected to ensure that it is in a sellable condition with original packaging and is free of hairs, stains and odours.
If approved, your refund, minus original postage cost, will be processed and a credit will automatically be applied to your original method of payment. You will receive email notification when this has been processed. Please allow your bank 5 - 7 days to process the refund.
If your returned item doesn't meet the criteria above, we will send you an email explaining why we are unable to process your refund and will include photographs to demonstrate this. We will also send you an invoice to collect a payment for the return of your item(s) as explained above. Please do not return items to us that have been damaged in use.
If you have any queries regarding deliveries, returns or exchanges please email us - firstname.lastname@example.org
You can view all of our collections here.