Delivery & Returns
| Distance | Weight | Cost |
| Any | Less than 30Kg | FREE (min order £45) |
| Less than 5 miles from B71 | n/a |
FREE (min order £10) Please contact us for a Free Shipping coupon code * Remember to include your delivery postcode when contacting us |
| 5 to 10 miles from B71 | n/a |
£2.95 (min order £10) Please contact us for a Discounted Shipping coupon code * Remember to include your delivery postcode when contacting us |
| More than 10 miles from B71 | Up to 2Kg | £3.99 |
|
More than 10 miles from B71 UK Mainland Only* |
2Kg to 30Kg | £4.99 |
| More than 10 miles from B71 | More than 30Kg | Call us or contact us |
FREE 1-3 Day Delivery on orders above £45 and less than 30Kgs (UK Mainland Only).
Deliveries are not made on weekends or bank holidays or to BFPO or PO BOX addresses.
*Prices quoted are for UK Mainland ONLY, please contact us for delivery charges to Northern Ireland, Channel Islands, Isle of Man, Scottish Highlands & Islands and Scilly Isles.
Please allow 1-2 working days for products to be dispatched irrespective how the products are shipped. Where possible we try to recycle packaging. This not only keeps our costs down (which enables us to offer excellent prices), but also helps the environment. If you do not wish to receive recycled packaging, please contact us prior to ordering.
Delivery Policy
All orders received after our 11am deadline will be processed on the following working day. Place your order after mid-day on Friday and your order will be processed by us on the following Monday (excluding bank holidays).
What happens if you are out when the parcel arrives?
If you are out when the parcel arrives another attempt to deliver will be made by the courier after which it will be returned to us. You can choose to leave your parcel with an alternative address if this is more suitable.
Deliveries made by our courier are at a discounted rate and should you wish for us to re-send your parcel it will be done at the true cost to us regardless if the original order was free delivery. If you decide you would prefer a refund, it will be less the true postage cost, regardless if the original order was free delivery.
Responsibility cannot be taken for the wrong order, or non-delivery, resulting from incorrect information or addresses being provided. You may be responsible for the cost of delivery and the return of the goods in these circumstances.
No Party shall be liable for any failure to perform its obligations where such failure is as a result of Acts of Nature (including fire, flood, earthquake, storm, hurricane or other natural disaster), war, invasion, act of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, nationalisation, government sanction, blockage, embargo, labour dispute, strike, lockout or interruption or failure of electricity [or telephone service], and no other Party will have a right to terminate this Agreement in such circumstances.
Late & Lost Orders
In the unlikely event that your order should fail to arrive within our promised delivery period please contact us along with your order number and we will carry out a thorough investigation with our courier and endeavour to get your package delivered to you. Should you wish to cancel your order after it has been dispatched by us you will be liable for any cost incurred by us for the goods being returned back by our courier as well as the original charge for sending the goods.
If your order has failed to arrive within 14 working days from the date of placing your order it is deemed by us as lost. Should you fail to report to us that your parcel has not arrived within this time and we have a signature of delivery from our courier we will be unable to claim for loss of the item from our courier and therefore unable to replace your goods. Should you refuse to sign for your package within this 14 day period you will be liable for any cost incurred by us for the goods being returned back.
In the very unlikely event that your order is "lost in the post", please contact us and we will undertake a thorough investigation as to how and why the item has been lost. Once we are able to establish that the item is definitely lost we will redeliver the goods, this may take up to 30 days from the date of posting. However should you wish us to dispatch your order again at once you will have to accept responsibility of the cost of this until your claim has been completed by our courier. We will not charge you until all investigations have been completed and any failure to co-operate with us or our courier during this investigation could jeopardise your claim for loss. Should your missing order arrive and you fail to inform us within 7 days of delivery to you then you will be liable for the cost of both the original and replacement order.
On placing an order with Doves Cottage, should you request the parcel to be left without a signature (i.e Garage, back garden etc) you shall be liable should the parcel not be received or is damaged in transit. We cannot take any responsibility should the order not be received or damaged in transit. Therefore, we recommend for all orders a signature is obtained. Parcels left without a signature will lose all liabilty.
We cannot be held liable for any loss including consequential loss if a product does not arrive on time.
Returns, Cancellations and Refunds
- Products can be returned up to 30 days from date of delivery for a full refund or exchange.
- We are unable to accept part used returns of any products or damaged goods unless delivered damaged.
- You are responsible for the cost of returning the product back to us, unless they arrive damaged, faulty or not the item ordered
Here at Doves Cottage we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items, so below is our returns policy. We have made our terms crystal clear and our charges transparent to avoid any nasty surprises. We have split our returns policy up to make it transparent as to how your order will be handled should you not be 100% satisfied with your purchase.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes PayPal to process our refund request (5 to 10 business days).
Return Address: To return an item, please call us for return address, etc.
For your protection we recommend that you use a recorded delivery service when returning your item back to us as we are not liable for any loss or damage whilst in transit.
Should any item be returned back to us in a condition which we deem has been damaged by your pet we will be unable to accept your request to cancel unless the item is faulty. All pet beds must be returned in perfect condition, returning items in an unsaleable condition will incur a £3.50 cleaning charge.
You should be aware that once we begin the delivery process, you will not be able to cancel any contract you have with us for services carried out by us (for example, postage and packing, labour etc.) unless the goods concerned are faulty, damaged or not the item ordered.
We regret that we cannot accept cancellations of contracts for the purchase of damaged products unless delivered damaged, part used food items, or other perishable goods, faulty or not the item ordered.
Missing Items
From time to time items may have been excluded from your delivery as we have either had to follow the item on at a later date or refund you for the value of the item due to a stock problem. We will contact you prior to shipping your order if this is the case. The customer must notify us of any missing items within 7 days of receiving the order for any action to be taken.
Faulty Goods and Incorrect Items
If any item(s) of your order are damaged or not the item ordered, customers are to inform Doves Cottage within 24hrs via phone or email and the packaging must be retained until further notice. If a customer accepts a damaged parcel knowingly the damage must be specified on the courier driver's signature terminal.
Before we can replace or refund an item we will ask for the item to be returned back to us by the cheapest means possible. We may request that you return the item back to us by recorded delivery in the post or we may arrange for the item to be collected by our carrier, the item(s) must be packed as received to avoid any possible damage. Should we request you to return the item back to us, please enclose within the package a copy of the receipt given by the post office and we will reimburse you for this charge.
You will not be responsible for the cost of the return of the item or the cost of replacing the goods. However we will be unable to accept the return of any items not damaged or incorrect within the same package. Should you wish to return these back to us you must arrange for them to be returned as per our terms and conditions below.
Exchanging a product
If upon receiving your order, you are dissatisfied for any reason whatsoever, please return your order along with a note explaining the reason for return and your request for the new product you would like exchanged. It is that simple! Your PayPal account will be charged/refunded any difference in cost plus £4.99 for postage and packing of your replacement. Please ensure that the item is returned back to us within 30 days of the date the item is delivered to you.
You will be responsible for the cost of returning the item and our postage and packing charge of £4.99 of your replacement.
Returning unwanted items for a refund
If upon receiving your order, you are dissatisfied with any item for any reason whatsoever, please return it back to us, it is that simple! We will reimburse you for the value of the item. Please ensure that the item is returned back to us within 365 days of the date the item is delivered to you.
You will be responsible for the cost of returning the item. If you received free delivery then your refund will be minus the outgoing postage charge.
Cancelling an entire order
If your order has not yet been processed by us you can cancel your order in full, should your item have been dispatched then you will have to follow our returns procedure.
Should your order be returned back to us by our courier due to a refusal to accept the goods, non delivery caused by the incorrect address being given, or non collection of your goods from our courier we will recover our costs in the return of your order which will be charged at £10.00 per parcel.
Should you wish for us to collect the goods, Doves Cottage reserves the right to charge an uplift fee to cover the cost of employing a courier company to collect the item from the customer which is currently £10 per parcel.
Deliveries made by our courier are at a discounted rate and should we wish for us to re-send your parcel it will be done at the true cost to us.
You will be responsible for the cost of returning the item and the true cost of us sending the order to you initially.
Goods Developing Faults
Should you believe that your product has developed a fault we have the following terms in place to keep our process easy to follow.We will be unable to repair/replace/refund any product until we have had the opportunity to inspect them to firstly validate the fault exists and then decide on the best course of action. Should your item develop an inherent fault within 30 days then please in the first instance refer to the manufacturer's warranty where applicable. You will only be entitled to a full refund if you return the product within 30 days from the date your goods were delivered. Before we can replace, repair or refund an item we will ask for the item to be returned back to us by the cheapest means possible. We may request that you return the item back to us by recorded delivery in the post or we may arrange for the item to be collected by our carrier, the item(s) must be packed as received to avoid any possible damage. Should we request you to return the item back to us, please enclose within the package a copy of the receipt given by the post office and we will reimburse you for this charge.
You will not be responsible for the cost of the return of the item or the cost of replacing the goods. However we will be unable to accept the return of any items not faulty within the same package. Should you wish to return these back to us you must arrange for them to be returned as per our terms and conditions above.If you have had the product for more than 30 days you will be liable for the cost of returning the product back for inspection. Should the item be shown to not have any fault we will charge our costs for the postage and packing of your goods back to you. Should your item develop an inherent fault after 6 months and it does not come with a manufacturer warranty then it is for you the consumer to prove that the fault exhibited itself within the first 6 months.We cannot provide redress where the goods have been accidentally damaged, misused or where you have tried your own repair. For details of any guarantee that may be provided by the manufacturer in addition to your statutory legal rights please contact us. Some products come with a one or two year guarantee whilst others have no free guarantee other than those which you are legally entitled to under the sale of goods act. Goods cannot always be expected to work fault free. They can break down through normal use. Consumers cannot, therefore, expect to hold us responsible for fair wear and tear. There needs to be a fault that was present on the day of sale even though it only became apparent later on.You will be responsible for the cost of returning the item however we will send the replacement or repaired or replacement item back to you free of charge. On rare occasions where a replacement or repair may not be in your best interests we may agree to offering you an alternative product of equal value or a credit voucher for the value of the goods, at the discretion of the management.
