Despatch Shipping and Returns Information
Despatch, Shipping and Returns Information - Terms and Conditions
Thank you for your order! Our despatch, shipping and returns policy is important to you and to us. This document states our Terms and Conditions of Sale.
We aim to despatch 95% of items from our warehouse within 2 working days.
Occasionally an item is out of stock due to our manufacturer being out of stock or a delivery not arriving on time and we will do our best to keep you updated.
Postage & Packing Options
The following applies to letters, large letters and small or medium parcels:
1. Standard delivery by Royal Mail is the tracked second class mail service and currently aims to deliver in under 7 working days.
Please note: Due to the Coronavirus pandemic deliveries of Second Class items are taking considerably longer than usual in some areas. In some cases this is up to 10 working days. We cannot proceed with a claim for lost goods until 14 working days have passed with the Royal Mail so please be patient during these unprecedented times.
2. First Class delivery is by Royal Mail is the tracked First Class mail service and usually takes 1-3 working days.
Please note: Due to the Coronavirus pandemic deliveries of First Class items are taking considerably longer than usual in some areas. In some cases this is up to 7 working days. We cannot proceed with a claim for lost goods until 10 working days have passed with the Royal Mail so please be patient during these unprecedented times.
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.
Please note: Due to the Coronavirus pandemic deliveries of Tracked 48 items are taking slightly longer than usual in some areas. In some cases this is up to 3 working days. We cannot proceed with a claim for lost goods until 10 working days have passed with the Royal Mail so please be patient during these unprecedented times.
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. Orders placed at weekend after 10am Saturday will be sent on the next available posting day which is the following Monday (or Tuesday if the Monday is a bank holiday).
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. Please choose the Special delivery Saturday option.
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.
Please note: If your delivery is time critical this is the only guaranteed Saturday 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 after 10am on a Friday for delivery on Saturday.
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.
Purchases over £75 enjoy FREE DELIVERY by our standard Second Class Signed For or Tracked 48 service which can be selected on order over £75 at the checkout.
If a discount is subsequently applied which brings the total order below £75 the postage charge will be reapplied.
If goods are subsequently returned for refund which bring the total spent below £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 items take a few days to arrive (see details in full above) 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.
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 we can make the claim with Royal Mail, however due to the pandemic this is currently taking more than 30 days in some instances.
If you wish to return an item within 14 days unworn, unused item in pristine resalable condition in original packaging WITH ALL LABELS ATTACHED we are happy to exchange items for you. You will be liable for additional costs for delivery and any balance on more expensive goods. Please note that some sanitary ware is excluded from return due to health reasons.
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 hair and the smell of smoke.
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 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.
Refunds & Exchanges
We aim to process all returns within 3 working days of receipt. 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.
Refunds (on returns processed within 3 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/PayPal account the same day the refund is processed.
Return postage is the responsibility of the customer so please use a Signed For service (we advise Royal Mail Second Class Signed For when returning goods valued below £50 and Royal Mail Tracked 48 or 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.
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 email@example.com 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