Terms and Conditions
Including Shipping and Returns
Delivery
Despatch, Shipping and Returns
Delivery Options
Returns
Refunds & Exchange
FREE DELIVERY!! On All UK Purchases Over £75
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TERMS AND CONDITIONS INCLUDING DESPATCH SHIPPING AND RETURNS INFO
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Terms and Conditions including Despatch Shipping and Returns Info
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Terms and Conditions of Sale
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The content of this page is designed to protect you, the customer, to ensure you are informed and aware of our policies, which fully comply with current UK
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Your Order
Your Order forms the Legal Basis of Our Contract. By placing your order on our website you agree to accept our Terms and Conditions of Sale. If you do not agree to accept our Terms and Conditions of Sale please do not shop on our website. For full details including how we use your data please read our Privacy Policy.
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Your Statutory Rights are not affected.
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PLEASE NOTE:
PLEASE DO NOT REMOVE PRODUCTS TAGS AS WE OPERATE A POLICY OF STRICTLY NO RETURNS FOR REFUND OR EXCHANGE ON ITEMS WITH TAGS REMOVED/WITHOUT ORIGINAL PRODUCT PACKAGING, AS EXPLAINED ON OUR ORDER PACKING SLIP. YOUR STATUTORY RIGHTS ARE NOT AFFECTED.
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We take every opportunity to inform customers of this in our Returns Centre and here, in our Terms and Conditions.
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Please use your tracking number and information provided on your despatch email documentation from us to track your delivery.
OFFICE HOURS
Please allow us 24 hours to get back in touch with you, excluding Bank Holidays and Weekends when we may take a little longer.
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Our Intellectual Property
Our website and all content on our website is the exclusive property of Muddy Paws Boutique with the exception of some of our photography which is the property of our customers who have given express permission for us to use their images.
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The content on our website is for information only and is subject to change without notice.
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You must not copy, imitate, modify, amend or use without prior consent any of our URLs representing our website or any of our logos, content, graphics or images or any of the content featured on our website, email campaigns or printed media. For full details please review our privacy policy.
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Discount Codes
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Discount Codes must be applied at the time the order is placed. We regret that we cannot retrospectively apply discount codes to orders that have been placed.
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If you are having difficulty applying a discount code please contact us.
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Despatch, Shipping and Returns Information
Thank you for your order. Our Despatch, Shipping and Returns and Terms and Conditions of Sale policy is important to you and to us.
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This document states our Terms and Conditions of Sale. Please read through these thoroughly as by using our website we assume you accept our Terms and Conditions as published. If you do not accept our Terms and Conditions please do not order from our website.
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Order Despatch
We aim to despatch most items from our warehouse within 2 working days. This means we will pick and pack the majority of orders and get them into the Royal Mail/Evri Postal System within 2 working days of receiving your order.
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Occasionally, if an item is out of stock due to our manufacturer being out of stock, an incorrect stock count on our system or a delivery not arriving on time and we will do our best to keep you updated. If we can offer an alternative we will try to do so and give you the option of a refund or we will give you the option to receive the item later 'to follow' within 30 days at no additional expense to you if lead times permit.
Delivery Options
ALMOST ALL ORDERS ARE POSTED USING ROYAL MAIL OR EVRI SERVICES. PLEASE REFER TO YOUR EMAIL DOCUMENTATION WHICH PROVIDES YOUR TRACKING NUMBER
1. STANDARD DELIVERY is a GPS Delivery Tracked Mail Service and currently aims to deliver in approximately 3-5 WORKING DAYS.
We cannot proceed with a claim for lost goods until 28 working days have passed so please be patient during these unprecedented times.
2. TRACKED 24 by Royal Mail takes around 24 hours from the point at which the order is scanned by the Royal Mail and usually takes 1-2 working days from when we mark it as despatched from our warehouse.
We cannot proceed with a claim for lost goods until 14 working days have passed with the Royal Mail so please be patient. If your order has not arrived in 4 working days please contact us to escalate this.
3. TRACKED 48 by Royal Mail this service takes 48 hours from the point at which the order is scanned by the Royal Mail and usually takes 2-3 working days from when we mark it as despatched from our warehouse.
We cannot proceed with a claim for lost goods until 14 working days have passed with the Royal Mail.
If your order has not arrived in 6 working days please contact us to escalate this.
4. Special Delivery GUARANTEED NEXT WORKING DAY Royal Mail
Guaranteed Next Working Day Delivery by Royal Mail Special Delivery arrives typically before 1pm (for delivery Monday to Friday) with insurance included for Orders Placed by 12 Noon Monday to 3pm Thursday for Orders Under 2kg.
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Orders placed at weekend after 12 Noon Friday may be sent on the next available posting day which is the following Monday (or Tuesday if the Monday is a bank holiday).
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Please note: if your delivery is time critical this is the only guaranteed service that we can offer and we suggest this is the service you choose at the checkout. Please do not select this service if you are ordering on a Friday for delivery on Saturday.
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If your order exceeds 2kg we will notify you with the cost of the Special Delivery shipping service you have chosen and we will pass on this charge at cost with no additional markup for packing or handling.
Please follow the link for more information on the service in general.
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https://www.royalmail.com/business/services/sending/parcels-uk/next-day-delivery
5. FREE TRACKED 48 DELIVERY On Purchases Over £75 (UK ONLY)
Purchases Over £75 (this is not goods ordered it is goods kept and not returned) enjoy FREE STANDARD TRACKED 48 DELIVERY (UK ONLY) and this can be selected on order over £75 at the checkout.
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If a discount is subsequently applied which brings the total order below £75 the Postage Charge of £4.99 at the current Tracked 48 rate will be reapplied.
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If goods are subsequently returned for refund which bring the total spent below £75 the cost of the delivery at Tracked 48 rate of £4.99 will be deducted from the refund amount.
PLEASE NOTE: Your Order forms the legal basis of our Our Contract. By placing your order on our website you agree to accept our Terms and Conditions of Sale. For full details please review our Privacy policy.
Although we try our best to accommodate changes to orders such as cancellation or change of email address, shipping address this is not always possible to do at short notice.
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It is the customer's responsibility to ensure that all order details including the delivery address are correct at the time of placing the order. We aim to reply to messages within 24 hours of receipt except Weekends and Bank Holidays.
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In the unlikely event that you need to claim from us for postage underpaid on your order, a receipt for the payment you have made to Royal Mail is compulsory.
INTERNATIONAL DELIVERIES
UNFORTUNATELY WE CURRENTLY ONLY SHIP TO THE UK
Large or Oddly Shaped Parcels
Larger items may occasionally be delivered by ParcelForce, DPD or another carrier.
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You will receive email or SMS confirmation when your order is despatched, with a tracking number where available together with the details of the carrier used. This allows you to track your order online and check its progress through the delivery network.
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Late Deliveries
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Should you have cause to dispute delivery on an order we will investigate the situation with Royal Mail and aim to resolve the situation within 28 days of the date we can make the claim with Royal Mail.
Delivery
All delivery dates quoted or agreed by us are estimates only and time of delivery shall not be of the essence of the contract between us. We shall not be liable for any direct, indirect or consequential loss or for damage resulting from any delay in delivery, however caused.
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Safe Place
When a delivery is made by Royal Mail the package is scanned and a GPS location is provided for each delivery. We as standard state no safe place on all our deliveries irrespective of the shipping service selected at the checkout. If notes are added to your order requesting goods are left in a safe place and we carry out your instructions we do so at your (the customer) own risk. Requests for items to be left in a safe place absolve Muddy Paws Boutique from responsibility for loss or theft in these circumstances.
Returns Via Our Returns Centre
If you wish to return an item within 14 days unworn, unused, FREE FROM PET HAIR and in pristine resalable condition in original packaging WITH ALL LABELS ATTACHED we are happy to exchange items for you.
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Personalised items are NON REFUNDABLE unless faulty or incorrect
Goods Eligible for Return
On eligible goods, the customer will be liable for return postage, additional costs for delivery at a fair rate and any balance on more expensive goods. It is the customer’s responsibility to ensure the correct postage is applied and to take steps to ensure that you, the customer can track the parcel back to us. We do not accept any responsibility for goods returned to us unless proof of receipt to ourselves can be provided to us.
Excluded Items Not Eligible for Return
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Please note that some items such as personalised items. This is clearly marked on the product description.
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Sale items, samples and seconds are not eligible for return and this is reflected in the low price.
Should an exchange not be possible on an eligible item, we are happy to refund the cost of the goods excluding postage provided all labels are still attached, goods are pristine and pet hair free and returned in their original packaging and they have not been used. Goods must also be free from the smell of smoke.
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Our Pet Apparel is intended for pet use only. Please do not allow your dog to chew clothing or apparel. Pets should be supervised at all times when wearing or playing with apparel. Check all items regularly for signs of wear and tear and dispose of worn items promptly. Small items or small parts from any of our products may present a choking hazard.
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No item of dog apparel is indestructible, especially toys which can be destroyed within minutes, and though goods will be subject to a fair wear and tear guarantee we do not accept returns on items which fail due to having been chewed or damaged due to misuse or are generally in poor condition.
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If goods do not meet the above criteria we reserve the right to return the goods at the customer's expense. Should that not be acceptable the goods will be disposed of free of charge as refuse or offered free of charge to reputable Rescue Centres which we regularly support.
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Goods returned without our express permission outside the 14 day period will not be refunded and will be disposed of to reputable Rescues.
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Refunds & Exchanges
In accordance with distance and online selling regulations we comply with your right to cancel within 14 days excluding personalised items.
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We aim to process all returns within 7 working days of receipt.
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Exchanges will be processed and a balancing invoice produced if you owe us a balance. If we owe you we will process a refund for the difference after postage out for your exchanged items has been deducted.
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Refunds (on returns processed within 7 working days of receipt) will be notified to the customer by email. Please be patient as funds can occasionally take up to 10 working days to reach your account. This is out of our control as the funds leave our account for your bank account the same day the refund is processed.
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Return postage is the responsibility of the customer.
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For goods over £50 we recommend a signed for or tracked service (Royal Mail Second Class Signed For from the Post Office or Royal Mail Tracked 48 which you can buy online from Royal Mail and have collected from your preferred address).
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Please ensure you apply the correct postage as responsibility cannot be accepted by us for items which can not be delivered to us due to a shortage in the amount of postage paid.
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It is the customer's responsibility to track the returned parcel to ensure it arrives back safely to MuddyPawsBoutique. Royal Mail and other couriers do not allow the recipient (Muddy Paws Boutique) to investigate undelivered parcels. That is the sole responsibility of the sender.
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Muddy Paws Boutique will not be held responsible for returned goods that do not reach us whether tracked or untracked.
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Damaged or Faulty Goods
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Please arrange your return within 24 hours of receipt of your order stating why the item is faulty.
Damaged or faulty goods will be replaced like for like and Muddy Paws Boutique in this instance will request that your item is returned by signed for second class post via your local post office and will reimburse the cost of the postage using this service for the return of the faulty item only. We will also pay the postage to send out a replacement.
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Damaged or faulty goods must be notified to Muddy Paws Boutique via email on the day of receipt of the goods to qualify.
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In the first instance please also supply us with a photograph or video of the faulty goods with a description of the fault to help us take up these concerns with our manufacturers.
Exchanges Due to Sizing Errors
All items on our website feature measurements of the garment not the size of the dog they are intended for. Sizing is the sole responsibility of the customer as we cannot be held responsible for the accuracy of the measurements of the dog that are given to us, however we are happy to provide help and to advise.
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All items on our website are manufactured in large quantities not made to measure so please be aware that sizes may vary by up to 2cm from batch to batch from published sizes.
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We clearly state that the back length of our products is the measurement we give. this does not include the collar of the garment, it is the back length only.
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We do not charge an administration fee for exchanges as we understand sizing is often difficult to get right but we do prefer that you contact us prior to ordering if you require assistance to get the correct size for your dog as it is much better for you and for us if we can get it right first time.
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We do charge Postage and Packing for exchange items to be sent out and any increase in cost for larger sizes must be paid also. Should there be a difference in your favour when ordering a smaller size we will process the appropriate amount as a refund on your original payment method.
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We pride ourselves on delivering an exceptional customer experience and package goods with a packing slip for you to retain your order details for future reference or to enclose with your return.
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Website Descriptions
We take all necessary steps to ensure our information is as accurate as possible For full details please review our Privacy policy
Colour Representation
Due to colour representation on computer screens, lighting conditions and digital photography it is very difficult to get an accurate shade depiction on some of the brighter products such as our neon colours and also on black or navy where the shadows created may fill in the detail on the garment. We do try to accurately describe the colour where this situation occurs to provide clarification. For full details please review our Privacy Policy.
Product Sizing
Please note: Our coats, gilets, raincoats, vests, t-shirts, shirts, onesies, surgery suits and jumpers state Length which is the Back Length of the dog from collar to tail and garment measurements given exclude the collar, roll neck, hood or neck trim.
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All items on our website feature measurements of the garment not the size of the dog they are intended for. Sizing is the sole responsibility of the customer as we cannot be held responsible for the accuracy of the measurements of the dog that are given to us, however we are happy to provide help and to advise.
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All items on our website are manufactured in large quantities not made to measure so please be aware that sizes may vary by up to 2cm from batch to batch from published sizes.
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We clearly state that the back length of our products is the measurement we give. this does not include the collar of the garment, it is the back length only.
Sale Items
We do not accept returns for refunds on some sale items which are clearly marked as non returnable on the website description.
Free Gift with Specified Purchase Amount
Where a FREE GIFT is given with the condition of purchases/spend to a certain amount, if item(s) from an order are returned for refund and the items retained are to a value less than the purchase amount specified in the offer, the cost of the gift will be deducted from the refund.
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Packaging
We endeavour to reduce our impact on the environment by selecting environmentally friendly packaging options where possible such as recycled or recyclable packaging, recycled paper and chlorine free paper options.
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Please note: Our products are often packed in plastic bags for hygiene and security purposes. These items are not toys and you should not leave children or animals alone with these items or allow them to be played with. Muddy Paws Boutique accepts no responsibility for death or misadventure howsoever caused by incorrect use/misuse of packing materials.
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We Are Social!
We are active on instagram and Facebook
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At Muddy Paws Boutique we pride ourselves on using customers' photos of their happy dogs modelling our apparel. We only use supplier photos, pictures of our own dogs or images supplied to us by our proud customers.
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We welcome your photos and invite you to send them to us muddypawspethotel@yahoo.com together with your pet's name so we can include a name credit or social media handle where possible in our marketing and on our website.
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We have lots of active Dog owner members on our Facebook community. See you there!
Thank you for Shopping at Muddy Paws Boutique
These conditions and any contract between you and us shall be governed by the law of the United Kingdom and you agree to submit to the exclusive jurisdiction of the British courts.
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