DELIVERIES, RETURNS & PAYMENTS
Delivery charges for UK customers
Your goods will be shipped using either Standard or Express service, as outlined below. We aim to post all orders placed before 2pm the same working day. We dispatch orders on working days only. Our working days are Monday to Friday. If you place an Express order on the weekend your order will be dispatched on Monday.
UK ORDERS UNDER £75 – Standard service (3-5 days) £4.95 | Express service (1-2 days) £7.95
UK ORDERS OVER £75 – Standard service (3-5 days) FREE | Express service (1-2 day) £7.95
FREE DELIVERY – We provide FREE DELIVERY on all UK orders over £75. Free delivery will be using our standard delivery service, however this can be upgraded to express delivery if required.
UK delivery explained
Standard service – Royal Mail Tracked does not require a signature on delivery.
Express service – Royal Mail Signed for requires a signature. Express service delivery time is not applicable for the Highlands, Islands and outlying areas, where delivery will be 2–3 working days.
Courier Service – Larger goods such as dog beds will be shipped via a preferred courier of our choice. A signature is required.
UK delivery only items
Certain goods on this site are only available for purchase to UK customers. At present these include all food products.
We welcome International customers and a large portion our orders are shipped to countries outside the UK. We aim to be as cost efficient as possible when delivering outside the UK.
Standard service charge for all International orders is £10.95
Delivery times can vary depending upon destination country so allow up to 15 working days for receipt of your goods. Import duties are solely the responsibility of the buyer and Swag & Wag will not be responsible for any import taxes or other charges arising from your purchase.
Parcels will be sent “Signed For” delivery. If you wish to check on the status of your parcel you can log on to www.royalmail.com/track-trace and enter the 13 character tracking number that was sent to you on the day your order is sent out.
Please Note: There are a may be few items in our collection that require additional postage due to their size and weight. This generally includes all dog beds. If this is the case we will notify you before processing the order to be sure your happy to go ahead. We’ll do our very best to get it to you as cost-efficiently as possible, but please be advised that the courier charge for sending these particular items outside of Europe is higher.
If you are not 100% satisfied with your purchase you can return it for an exchange or refund, provided it is within 14 days of receipt of your order and in saleable condition. Faulty items will either be replaced or refunded as appropriate to the circumstances. Products purchased as gifts can only be refunded to the original purchaser. Gift Vouchers are non-refundable. Personalised items are non-refundable. Food is non refundable.
Many of our products are hand made by artisans and skilled craftspeople in small quantities. Minor variations in manufacturing detailing can be expected in some products, and we believe it often adds to the character of these interesting items. However, if you think your product has a serious problem, please contact us and we will assess whether or not the product has suffered a manufacturing fault. Items that are damaged as a result of usage are not considered to be faulty.
How to make a return
Please send an email to firstname.lastname@example.org and we will guide you through the process for returning your goods. All goods must be returned to us in undamaged, unused condition so please take care to package them well. We cannot be responsible for returned goods lost in transit so please insure your returned items for your own peace of mind. Please allow 2-3 weeks for processing.
We’ve searched far and wide to provide what we believe to be the best, high quality goods you can find. However, should you wish to exchange your goods you may do so within 14 days of ordering. As long as the item is in “as new” condition, Swag & Wag will accept it and replace your purchase with a product of your choice, refunding any difference in price or taking additional payment. To cover the additional postage & packaging we charge a modest re-stocking fee of £3.00 for all products valued at under £75. Anything over this amount will be charged £5.00 to cover the cost of additional postage & packaging.
Due to the nature of dog goods and their intended use, we are unable to provide exchanges for goods that we deem to have been used, no matter how lightly. Please keep this in mind when considering your request for exchange. Please note personalised items are not non-exchangeable.
PAYMENTS & PROCESSING
All major credit cards accepted
Swag & Wag accepts major credit cards for all online transactions.
We use PayPal for all payments as we believe it’s one of the safest ways to buy goods online. You don’t need to have a Paypal account to make a payment. Paypal accepts all major credit cards, and is simple to use. Simply follow the instructions on the checkout page to complete the payment. PayPal is a reputable and widely accepted international secure payment service used by millions of people every day for purchasing goods online. If we can trust it, trust us, you can trust it! You can pay for your purchase via PayPal using any major credit card including Visa, Mastercard or American Express and you will receive confirmation of payment via email.
Payment by Bank Transfer
Should you wish to do so, we are also able to accept payment via direct bank transfer, but goods will not be dispatched until funds are received. Email email@example.com if you wish to pay via bank transfer.
Processing your order
We try to process all orders within 24hrs of receiving them, however there are occasions where this will vary. If your order is received by 2pm, we’ll do our best to dispatch it the same working day but please note in some cases it may take unto 2 working days.