Our committment is to a high level of customer service, with queries being answered quickly and personally. If we have not covered any question you may have, please feel welcome to contact us – we are very happy to answer any questions about our products or sizing/measuring, as we want you to get the very best for your dog. Our contact telephone numbers are displayed at the top of our Shop – we can answer queries quicker by phone. Our email address is below:
We want you to enjoy visiting our site and/or shopping with us. We accept all major credit/debit cards and Paypal, with all transactions being processed securely via Paypal payment gateway, for which you do not need an account.
DELIVERY (free over £49) (unless otherwise stated on products weighing heavily)
Currently we deliver to the UK, (including Highlands and Islands) Ireland, Channel Islands and Europe.
If you would like us to ship to another country, please contact us for a shipping price, stating which products you would like to order and which country you would like us to deliver to.
Your goods will be despatched as soon as possible. If for any reason a particular item is out of stock and there is going to be any delay in fulfilling any part of your order, we shall contact you by phone or email to advise immediately.
All goods (unless otherwise stated) are sent Royal Mail (tracked delivery) to be signed for or by courier, for your protection and there is just one delivery charge of £4.50 or £5.50 Europe unless otherwise stated on individual products, irrespective of how many items are ordered but if your goods purchase is over £49, you qualify for free delivery. If you return goods for refund and your purchase does not then total £49.00, postage will be £4.50 UK/£5.50 Europe.
Again unless otherwise stated, we quote 2-7 days for the goods to arrive with you. If you have not received your ordered goods or heard from us within a week of ordering, we would ask you to contact us. This does not apply to custom or personalised orders whereby you will be advised of despatch time when your order is confirmed.
The majority of orders will require a signature upon receipt. If you are not at home at the time of delivery you will get a card through the letterbox, and you will need to either collect your item(s) or arrange for another delivery at a time to suit you. Please note that Royal Mail and courier companies will only hold undelivered items for 7 days, before they are returned to us, so please get in contact with them as soon as possible. If we receive back any uncollected goods, we will require another delivery charge to resend your order to you, even if you originally qualified for free delivery. When you open your order, kindly check the quantities and that you have received everything as ordered. Any shortages, defects or errors in packing should be notified to us as soon as possible so that we can sort it out quickly. We cannot rectify any shortage claims after 14 days of receipt, except in exceptional circumstances.
All our products are thoroughly checked by a real person before being despatched, however if the goods you receive are damaged or defective in any way,or not what you ordered, you are entitled to an exchange which will be sent out as soon as we receive the damaged goods back and the exchange will be sent out with us bearing the postage cost.
If you find you have measured incorrectly for size (except for personalised or custom items) and want an exchange for a different size, we shall only charge you a £4 UK/£6.50 Europe flat rate of postage for the exchange, however we always advise measuring your dog before ordering to avoid disappointment. All our products have proper size details and we provide detailed measuring instructions. Simply notify us via e-mail within 7 days of receipt and you will be given instructions of how and where to return the item to us, with the return postage being at your own cost. When returning items, please ensure they are sent back signed for with a tracking number from Royal Mail. (Please do not use our address below for returns, unless we ask you to return the item to that address).
Kindly note personalised/custom size/colour dog harnesses cannot be returned or exchanged, unless damaged or defective, hence why we do not proceed to make until we have your measurements, and breed/age of dog.
Alternatively, if you do require a refund, we shall organise that as soon as we receive the item back from you.
Any goods returned to us should be intact and still have all labels on and be re-saleable. Please ensure goods are returned in the same condition as when received i.e unworn within 14 days of receipt. Postage charges cannot be refunded other than in the case of defective goods or an error on our part.
If returning a used harness for repair for any reason, kindly return washed, dried and as hair free as possible, otherwise we shall not be able to work on your harness in our sewing rooms.
Your consumer rights are unaffected by our policy.
If you wish to amend your order in any way, please contact us as soon as possible and we shall do our best to accommodate you, providing the order has not already been despatched.
WHEN THINGS GO WRONG
We know that despite the best will in the world and effort on our part,occasionally orders will go wrong (sometimes through things that are beyond our control! Like a postal strike!).If this happens, we like to talk to our customers and find out what they would like us to do to best resolve the situation so that we keep our customers and their trust. Like dogs, to us customers are for life!
www.fleecedogharnesses.co.uk is part of eDog Products – excellent dog products for every dog
46 Market Place, Cockermouth CUMBRIA CA13 9 NG
Please do not use our address above for returns, depending on the products you have ordered, a different return address may be necessary, as some goods are sent directly from our manufacturing unit, kindly email us for return instructions.