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.
We aim to despatch 95% of items from our warehouse on the same day or next working day.
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. Please follow the link for more information on the service in general
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.
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.
If you wish to return an 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.
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.
Please visit our Returns Centre to arrange an exchange or refund.
Return postage is the responsibility of the customer so please use a tracked service and obtain proof of posting to ensure your goods get back to us quickly and in good condition.
Our address for returns is:
My Chi and Me, PO Box 754, OLDHAM, OL1 9QN
Damaged or Faulty Goods
Damaged or faulty goods will be replaced like for like and My Chi and Me will pay the cost of the postage and packaging to send out replacements. Please 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.
We Are Social!
We are social! We are active on Pinterest, Instagram @mychiandme, Facebook, Twitter and all major social media platforms.
Check out our My Chi and Me online store page and My Chi and Me closed group which are both 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