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Despatch Shipping and Returns Information

Despatch, Shipping and Returns Information

Thank you for your order! Our despatch, shipping and returns policy is important to you and to us.

Despatch 

We aim to despatch 95% of items from our warehouse within 2 working days.

Occasionally an item is out of stock due to our manufacturers being out of stock or a delivery not arriving on time and we will do our best to keep you updated.

In the case of a long delay we try to make it up to you with a small gift because we want you to shop with us again!

Postage & Packing Options

The following applies to letters, large letters and small or medium parcels:

Our Standard delivery by Royal Mail is the tracked second class mail service and takes 2-5 working days.

First Class delivery is by Royal Mail is the tracked first class mail service and takes 1-2 working days.

We also offer Guaranteed Next Day delivery by Royal Mail Special Delivery before 1pm (for delivery Monday to Friday) with insurance included for orders placed by 10am for orders under 2KG.

Finally, we offer Guaranteed Next Day delivery by Royal Mail Special Delivery before 1pm (for delivery Saturday for orders placed by 10am Friday) with insurance included for orders under 2KG.

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.

https://www.royalmail.com/business/services/sending/parcels-uk/next-day-delivery

Orders over £75 enjoy FREE DELIVERY by our standard Second Class signed for service which can be selected on order over £75 at the checkout.

If goods are subsequently returned for refund which bring the total spent back to under £75 the cost of the delivery will be deducted from the refund amount. 

Large or Oddly Shaped Parcels

Larger items may occasionally be delivered by ParcelForce, DPD or another carrier.

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.

We appreciate some items are required urgently such as post surgery collars so select First Class signed for or Special Delivery service at the checkout if you require first class signed for or Special Delivery.

For Special Delivery on a Saturday can arrange this in most cases and a surcharge will be required to be paid before we post your order.

Late Deliveries

In some cases Royal Mail First Class take a few days to arrive and our standard service Royal Mail Second Class post takes up to one week to arrive but if you have not had your order after that time please contact us and we will do our best assist you.

Please follow the link below to check the number of days Royal Mail allows before we can pursue a claim for lost goods on each service.

https://personal.help.royalmail.com/app/answers/detail/a_id/317/~/i-think-my-mail-is-lost---i-havent-received-my-delivery-yet

Should you have cause to dispute delivery on an order that has been signed for we will investigate the situation with Royal Mail and aim to resolve the situation within 30 days of the date or the order.

Returns 

If you wish to return an item within 14 days unworn, unused item in pristine resalable condition in original packaging with all labels still attached we are happy to exchange items for you.

Should an exchange not be possible we are happy to refund the cost of the goods excluding postage provided all labels are still attached, goods are returned in their original packaging and they have not been used. Goods must also be free from the smell of smoke.

If goods do not meet the above criteria we reserve the right to deduct a 50% restocking charge from the value of the item sold as these goods will be disposed of free of charge to reputable Rescues which we regularly support.

Goods returned outside the 14 day period will not be refunded and will be disposed of to reputable Rescues. 

Please visit our Returns Centre to arrange an exchange or refund. Unauthorised returns may be refused or disregarded.

https://mychiandme.myreturnscenter.com/

Return postage is the responsibility of the customer so please use a tracked service (we advise Royal Mail Second Class Signed For when returning goods valued below £50 and Royal Mail Special Delivery for goods over £50) posting to ensure your goods get back to us quickly and in good condition. It is the customer's responsibility to track the returned parcel to ensure it arrives back safely to My Chi and Me. Royal Mail DOES NOT allow the recipient (My Chi and Me) to investigate undelivered parcels. That is the sole responsibility of the sender.

Our address for returns is:

My Chi and Me, PO Box 754, OLDHAM, OL1 9QN

Damaged or Faulty Goods

Please arrange your return via the Returns Centre on our website stating why the item is faulty.

Damaged or faulty goods will be replaced like for like and My Chi and Me will reimburse the cost of the postage and packaging for the return of the item and also to send out replacements. 

Damaged or faulty goods must be notified to My Chi and Me in writing on the day of receipt of the goods to qualify.

In the first instance please also supply us with a photograph or video of the faulty goods to help us take up these concerns with our manufacturers.

Exchanges Due to Sizing Errors

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.

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.

We pride ourselves on delivering an exceptional customer experience and package or goods in tissue paper with a returns note for you to retain your order details for future reference or to enclose with your return. 

Sale Items

We do not accept returns for refunds on sale items, however we do acknowledge that where an exchange due to a sizing error is required we do will our best to accommodate that stock permitting. If an item cannot be exchanged for the right size we will allow an exchange for an alternative item of the same value, however, the customer is responsible for return postage to us and for the cost of postage on the exchanged item being sent out from My Chi and Me.

 

We Are Social!

We are Social! We are active on Pinterest, Instagram @mychiandme, Facebook, Twitter and all major social media platforms. 

At My Chi and Me 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.

We welcome your photos and invite you to send them to us via info@mychiandme.co.uk together with your pet's name so we can include a name credit where possible in our marketing and on our website.

Check out the My Chi and Me Online Store Page on Facebook.

We have lots of active Chihuahua owner members on our Facebook community. See you there!

Thank you for shopping at My Chi and Me

 

 

 

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