FAQs
How much is delivery?
Our delivery is just £3.95 and that's first class fast dispatch For larger heavier items such as our doggy beds it's £5.99. And its FREE! if you spend over £50.
How long will my order take to reach me?
Usually, your order will probably arrive with you the next day. However, we please ask hat you allow upto 7-10 days for delivery. Please note, during busy times, like Christmas, delivery can take a little longer.
How can I pay for my order?
You have three ways to choose from to pay for your order. 1) You can pay via your credit or debit card using our highly secure payment system provided by world trusted Barclays. 2) You can pay with PayPal. By the way, you can also pay with your credit or debit card via PayPal, whether you have a paypal account or not and you don't need create one either. 3) You can also pay via a Cheque, however we will dispatch your order once the cheque has cleared.
What is your returns procedure?
You can return any item if you are not completely happy with it. The item(s) must be in the original packaging with labels still attached and in a resalable condition. You must return the item(s) within 7 days of your order being received to be eligible for a refund of the purchase price. Please contact us if you need to send your item(s) back to us so we can give you a returns reference number and the address to send to. We ask that your obtain proof of posting when you send item(s) back to us. It is your responsibility to make sure the package reaches us safely. We cannot be held responsible for items being lost in the post.
How do I get in touch with you?
You can contact us by phone, email, text or any of the other ways on our Contact Us page. Email is the best way, mail@originalpooch.co.uk.
I don't really like giving out my details on the Internet, how do I know it is safe to do so on your website?
It is 100% safe to shop with us. We use Barclays' Secure Payment System for taking credit and debit card payments from all different banks, making Original Pooch 100% safe to shop with. This is a highly secure payment system by a very trusted worldwide organisation. The team at Original Pooch will never even see your card details with this 100% secure system. PayPal is another option that you can pay via which is also 100% secure.
Do you ever pass on my details?
Absolutely not. We will never share or pass on your details.
Can I amend my order once it is placed?
You certainly can, email us your changes and amendments as soon as possible and we'll do the rest. There's a good chance your order may already have picked and packed, we will let you know if its too late.
What happens if I want to cancel the order?
If you wish to cancel your order, just email us and let us know, we will cancel your order and issue you a refund within the same day. If we have already dispatched your order we ask that you return it to us within 7 days unopened to receive a full refund, including the postage it took to get it back to us. T&C's apply, click here.
What countries to you ship to?
We ship worldwide, please email us for current international shipping prices at mail@originalpooch.co.uk or fill in our contact form here. Please note; international orders may be subject to import duties and taxes.
When I place an order, when will you take payment from my account?
As we dispatch orders the same day they are placed we take payment at the time you place the order with us.
I have received the wrong item, but ordered the correct one, what do I do?
Whoops! Sorry! If this happens please return the wrong item to us as soon as possible, making sure that it is in brand new condition in its original packaging. We will send the correct item out to you the as soon as possible we will not wait to receive the wrong item first, as we feel that would be unfair. We will also give you the postage costs back for returning the incorrect item to us so promptly.
I have received the wrong item and then realised I ordered the wrong item, what do I do?
Please email us firstly to obtain our returns address, then send the item back to us making sure it is brand new and still in its original packaging with tags still attached. Once we have received it will dispatch the correct item out to you, with no additional postage to pay.
What I can expect to happen if the item I have received is faulty?
If this happens please return the faulty item to us as soon as possible, making sure that it is in brand new condition in its original packaging with tags still attached. We will send the correct item out to you the as soon as possible we will not wait to receive the faulty item first, as we feel that would be unfair. We will also give you the postage costs back for returning the faulty item to us so promptly.
What happens if I am not completely happy with my order?
You are fully protected by The Original Pooch Money Back Guarantee, please click here for details.
When I am due a refund, how quickly do I get my money back?
If you are sending something back to us we will issue your refund more than likely within 1 week, but please allow 30 days for us to process it. Then usually, depending on which bank you bank with, can then take upto 7 - 10 working days for your refund to reach you.
I need help with ordering the right size for my dog, can you help me?
Sure, each brand has its own sizing guide so, on each product page there will be an individual sizing guide for that particular item.
What should I do if i don't receive an email to confirm that my order has been placed or despatched?
Sometimes, an email from Orignal Pooch may end up in your SPAM folder. Check your Junk Mail or SPAM folder for the email. If you find it, mark it "NOT Spam". If you still don't find any email from us, get intouch... email, call or text.
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