FAQ’s and enquiries
If you wish to know when the delivery of your new item can be expected the first place to start is on our website. Most products have a delivery tab at the base of the page to give you an estimation of delivery times. Many items are handmade to order so please check here first to find this information.
Play the video for more details.
If the order is already over this estimated delivery time, please raise an enquiry with your order number and our customer services team will look into this
If you would like to get in touch with us with any questions on our range of products, please complete the form below.
One of us will get back to you as soon as possible. Please allow 48 hours as we often need to gather more information if your order is being handmade.
- Customers may cancel any order, provided that these Terms are complied with.
- Other than for Bespoke Goods or goods that have been personalised, where there is no right for the Customer to cancel an order, then Customers may cancel an order within 7 days upon receipt of the Product. In these cases, the following provisions shall apply to the return of the Product.
- A Customer wishing to return a Product should in the first instance complete the online return form and they will be advised of the correct return address. The registered address on this website is not the returns address and in no instance should returns be made to this address. Provided that the product is in good and resale-able condition on return, together with the delivery note, The Stylish Dog Company shall refund the full purchase price of the product to the Customer within 30 days of receipt of the product. Refunds on returns will only be permitted if the Customer returns the product in its original packaging and with all labels intact.
- In the event that product is in any way damaged upon receipt, the Customer should advise The Stylish Dog Company within 24 hours of receipt and The Stylish Dog Company will use its best endeavours to replace the damaged product within a reasonable time or refund the Purchase Price paid.
- Please note, bespoke products (personalised or made to a specific size) are non-refundable unless faulty.
- Please check product pages as a small number of products are made in Europe but very popular with our customers, (Bowl and Bone products) and will require a return direct to the manufacturer.
- If a Customer wishes to exchange a product, the Customer will need to follow the returns procedure (as above) with the original product and will receive a full refund in 30 days. The new item will need to be ordered from the website in the normal way. Please note the new item MUST be ordered through our online system.
Tracked and insured delivery
- The Stylish Dog Company is not responsible for safe return of any product and will not refund a product that does not reach the appropriate delivery address when being returned by a customer. The Stylish Dog Company therefore suggests that customers return the product via Tracked and Insured Delivery or other secure methods so that they can provide proof of delivery.
Some of our products are shipped direct from the manufactures warehouse (this will be clearly stated on the product pages for these items) and in these instances we suggest you return your larger items (beds etc), using a specialised European delivery company such as DPD. By doing this the return prices on larger items calculate at the same cost as they would for returning to UK regions. www.dpdlocal-online.co.uk/
Alternatively for more unusual sizes you can also try Parcelforce https://www.parcelforce.com/
COMPLETE OUR ONLINE RETURN FORM
If you wish to return your product please complete the returns form below and we will get back to you within 48 hours.
An order for a product that is temporarily out of stock.
We will deliver this item as soon as it is back in stock. Normally if we have a restocking date we will add this to the page. If you wish to enquire on the estimated date that the item will be back in stock please contact us using the enquiry form above.
FOR OUR CUSTOMERS
PLEASE USE ENQUIRY FORMS ABOVE FOR ALL CONTACT AND QUESTIONS ON ORDERS AND PRODUCTS
CHARLIE & RALPH LTD
(DO NOT SEND RETURNS TO THIS ADDRESS – SEE ABOVE FAQ’S)
2 Copperhouse Court,
(Supplier, Accounts enquiries)
Email for TRADE ENQUIRIES or media, for general enquiries please see the tabs above
firstname.lastname@example.org (TRADE/MEDIA ENQUIRIES ONLY)
Customers: Your enquiry will be dealt with more efficiently via the forms IN OUR FAQ/ENQUIRY FORM SECTION ABOVE