Terms and Conditions including Despatch Shipping and Returns Info
Terms and Conditions of Sale
The content of this page is designed to protect you, the customer, to ensure you are informed and aware of our policies and those of our Partners, which fully comply with current UK
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.
Your Statutory Rights are not affected.
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.
We take every opportunity to inform customers of this on our packaging, product tag, packing slip, in our Returns Centre and here, in our Terms and Conditions.
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 due to reduced staffing levels.Our Current Office Hours are: 10am - 4pm Monday to Friday
Our Intellectual Property
Our website and all content on our website is the exclusive property of My Chi and Me with the exception of some of our native photography which is the property of our customers who have given express permission for us to use their images.
The content on our website is for information only and is subject to change without notice.
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.
Discount Codes
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.
If you are having difficulty applying a discount code please contact us.
Buy Now Pay Later Short Terms Loans - Always Shop Responsibly
My Chi and Me now offers customers the ability to buy what you want today with the flexibility to split payments into convenient, manageable amounts via our Payment Provider Partners.
My Chi and Me wants customers to be aware that deferring payment is a form of Credit or short term loan and that customers should shop responsibly. Buy now pay later methods remain Interest Free as long as customers pay on time to avoid late fees being added to your debt. Late payment can result in your credit rating being adversely affected.
Buy Now Pay Later is a type of Credit in the form of a short term loan and BNPL providers such as Clearpay, LayBuy and Klarna. will take steps to recover late payments and outstanding debt. Please do not borrow more than you can afford to repay. Please Shop Responsibly.
Follow the links to find out more about Clearpay, Klarna. and Laybuy.
Clearpay
Sign up to Clearpay by following the link below. Subject to status. Terms and Conditions apply.
To learn more visit Clearpay now by pasting the link below into your browser.
https://www.clearpay.co.uk/en-GB/index
Klarna. - Shopping Just Levelled Up.
Shop now and pay in three Interest Free installments on orders over £35. Sign up to Klarna. by following the link below. Subject to status. Terms and Conditions apply. Enjoy Interest Free credit as long as you pay on time. Late fees will be charged if you do not pay on time.
Go ahead. Start Shopping Smooth.
To learn more visit Klarna. Find out more and get the app now for weekly deals and drops by pasting the link below into your browser.
https://www.klarna.com/uk/smoooth/
Laybuy - Pay it in 6. Interest-free.
Buy now and pay over 6 weekly interest-free instalments with Laybuy. Enjoy Interest Free credit as long as you pay on time. Late fees will be charged if you do not pay on time.
Sign up to Laybuy by following the link below. Subject to status. Terms and Conditions apply.
https://www.laybuy.com/uk/
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.
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. For full details please review our Privacy policy.
Please Note: Many couriers (such as Evri) do not deliver to PO Box addresses and it your responsibility to check this when selecting a provider to return your items. Full details are available in our Returns Centre.
Order Despatch
We aim to despatch over 98% of 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 Postal System within 2 working days of receiving your order.
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.
Please note: if your delivery is time critical Special Delivery is the only guaranteed service that we can offer and we suggest this is the service you choose at the checkout.
Delivery Options
ALMOST ALL ORDERS ARE POSTED USING ROYAL MAIL SERVICES. PLEASE REFER TO YOUR EMAIL DOCUMENTATION WHICH PROVIDES YOUR TRACKING NUMBER AND TRACK YOUR ORDER BY COPYING AND PASTING THE FOLLOWING LINK INTO YOUR WEB BROWSER.
https://www3.royalmail.com/track-your-item#/
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.
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).
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.
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
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.
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.
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.
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.
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
DUE TO BREXIT AND ROYAL MAIL INTERNATIONAL PRICE INCREASES ON TRACKED AND SIGNED INTERNATIONAL DELIVERIES OUR PRICES FOR INTERNATIONAL DELIVERY HAVE HAD TO INCREASE TO COVER THE NUMBER OF PARCELS WE ARE HAVING TO RESEND DUE TO THEM BEING RETURNED TO US BY CUSTOMS FOR NO VALID REASON.
WE ARE HAVING TO HAND DELIVER THESE PARCELS TO THE POST OFFICE OVER THE COUNTER WHICH TAKES AT LEAST HALF AN HOUR OF OUR STAFF'S TIME AND THEREFORE IS COSTLY TO THE BUSINESS.
UNFORTUNATELY, WE ARE ALSO LIMITING THE COUNTRIES WE ARE ABLE TO SHIP TO DUE TO THE PROBLEMS WE ARE CURRENTLY FACING AND ASK THAT YOU ALLOW EXTRA TIME FOR DELIVERIES. WE CANNOT GUARANTEE DELIVERIES WILL GET TO CUSTOMERS IN A TIMELY FASHION AND PARCELS MAY TAKE 2 OR OCCASIONALLY 3 ATTEMPTS TO DELIVER FROM THE UK AT OUR EXPENSE.
PLEASE BEAR THIS IN MIND WHEN PLACING YOUR INTERNATIONAL ORDER. THANK YOU FOR YOUR PATIENCE AND UNDERSTANDING.
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 Tracked 24 or Special Delivery if your order is time sensitive.
Late Deliveries
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.
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 My Chi and Me 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.
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
Please note that some items such as footwear and sanitary items are excluded from return due to health or restocking reasons. This is clearly marked on the product description.
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.
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.
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.
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.
Goods returned without our express permission 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/
Express Refunds & Exchanges
In accordance with distance and online selling regulations we comply with your right to cancel within 14 days. Please use our Returns Centre for all Returns which gives you priority service.
Using our Returns Centre allows you to log the correct details for your return and makes processing easier, faster and more efficient. We aim to process all returns that are logged in our Returns Center within 7 working days of receipt. Returns not logged in the Returns Centre will take longer to process.
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 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/PayPal/BNPL provider account the same day the refund is processed.
FOLLOW THE RETURNS CENTRE LINK BELOW
https://mychiandme.myreturnscenter.com/
Return postage is the responsibility of the customer.
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).
Most couriers (such as Evri) do not deliver to PO Box addresses and it your responsibility to check this when selecting a provider to return your items.
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.
It is the customer's responsibility to track the returned parcel to ensure it arrives back safely to My Chi and Me. Royal Mail and other couriers do not allow the recipient (My Chi and Me) to investigate undelivered parcels. That is the sole responsibility of the sender.
If you choose to return goods using another delivery contractor such as DPD please check they will deliver to a Royal Mail PO Box (Most do not) as we can not intervene and track your parcel nor will we be held responsible for your returned goods until they are back safely in our possession.
My Chi and Me will not be held responsible for returned goods that do not reach us whether tracked or untracked.
FOLLOW THE RETURNS CENTRE LINK BELOW
https://mychiandme.myreturnscenter.com/
After arranging your return via the link above please note our return address.
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 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 My Chi and Me. In this instance we will request that your item is returned by 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.
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 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.
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.
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.
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 a low cost Postage and Packing fee of £1.99 for exchange items to be sent out and any increase in cost for larger sizes must also be paid.
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 packing slip for you to retain your order details for future reference or to enclose with your return.
Please write the returns number from the Returns Centre which begins with #RMA on the packing slip and return it with your items if you do not have a printer.
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.
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.
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.
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 amount.
Card Payments
All forms of card payment are processed through independent Payment Gateway Providers such as ApplePay, PayPal, Shopify Payments or BNPL providers directly, therefore WE DO NOT HAVE ACCESS TO YOUR CARD DETAILS. It is not possible for us to take a payment from your card in any circumstances. If you find the wrong card has been charged it is likely to be either user input error or you have stored your card details with a payment gateway. Please check carefully before you complete your order to ensure your card details are correct. Due to fraud risks banks have used additional authentication steps to help protect payments to reduce the risks for you the customer and us as a business.
Fraud Filter
Our systems filter all orders to assess the the potential for fraud and assigns a risk factor to each order. Though most orders are low risk occasionally our system flags orders as medium or high risk. In the case of high risk orders we usually refund orders to the original payment method.
In the case of medium risk orders we will contact you to ask for additional verification of your identity (name and address) via photo ID. If you do not wish to supply this we will refund the order to the original payment method.
In order to minimise delays on genuine orders please make sure you enter the correct information in the billing address, shipping address and contact details. The billing address should be your card’s registered address. Also, please refrain from entering incorrect phone numbers such as 01234 567890 as this may lead to your order being rejected by our system.
In the case of low risk orders that are advised as fraudulent and result in a chargeback case we will rigorously defend the case as we take all necessary precautions as a responsible business to ensure all payments are genuine. All personal information regarding fraudulent orders will be passed on to Action Fraud for investigation
Please note that you may see Centric Business Limited as the payee on your account which is the parent company of My Chi and Me.
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.
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. My Chi and Me accepts no responsibility for death or misadventure howsoever caused by incorrect use/misuse of packing materials.
Retractable Extending Leads
We offer extensive advice and guidance on the use of extending leads including our Terms and Conditions of Sale regarding these items. Please refer to the Retractable Extending Leads Collection information for full details.
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 or social media handle where possible in our marketing and on our website.
Check out the My Chi and Me Online Store Page on Facebook or @mychiandme on Instagram.
We have lots of active Chihuahua and Small Dog owner members on our Facebook community. See you there!
Thank you for Shopping at My Chi and Me
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.
