My Bag

Close

Buy Now Pay Later With Clearpay or LayBuy

Terms and Conditions including Despatch Shipping and Returns Info

Terms and Conditions of Sale

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.

PLEASE NOTE: STRICTLY NO RETURNS ON ITEMS WITH TAGS REMOVED/WITHOUT ORIGINAL PRODUCT PACKAGING AS PER OUR ORDER PACKING SLIP

Your statutory rights are not affected.

OFFICE HOURS

Please allow us 24 hours to get back in touch with you, excluding bank holidays and weekends

Our current Office Hours during the pandemic are:

10am - 4pm Monday to Friday

Due to the UK Government’s Covid Policy and recommendations regarding sanitisation and restricted social contact, we are currently complying with social distancing and cleaning recommendations which adds to our time taken to process orders and respond to queries. Most orders are unaffected and are despatched very quickly but a few may take a little longer than normal. Thank you for your continued support. Stay Safe. 

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.

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. 

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.

Clearpay - Buy Now, Pay Later

My Chi and Me now offers customers the ability to buy what you want today and pay for it in four interest free instalments. Sign up to Clearpay and shop now and pay later. 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

Please Shop Responsibly.

Delivery During the Coronavirus Pandemic

Due to Royal Mail delivery issues during the pandemic all items are now being posted using Royal Mail Tracked services.

Please use your tracking number and information provided on your despatch email documentation from us to track your delivery.

For more information on Royal Mail deliveries during these challenging times please visit:

Https://www.royalmail.com/coronavirus

Despatch 

We aim to despatch over 95% 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.

Delivery Options

ALL ORDERS ARE POSTED USING TRACKED 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 Tracked Mail Service and currently aims to deliver in approximately 5 working days.

We cannot proceed with a claim for lost goods until 28 working days have passed with the Royal Mail 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.

Please note: Due to the Coronavirus pandemic deliveries of Tracked 24 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 14 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 4 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.

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 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.

5. SATURDAY SPECIAL DELIVERY Guaranteed Royal Mail Saturday Delivery

We offer Guaranteed Next Day delivery by Royal Mail Special Delivery before 1pm (for delivery Saturday for orders placed AFTER NOON ON THURSDAY AND 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. 

DURING THE PANDEMIC ROYAL MAIL CANNOT GUARANTEE TO DELIVER BY 1PM SATURDAY BUT DO EXTEND SATURDAY SPECIAL DELIVERY TIMES TO CONTINUE TO DELIVER UP TO 7PM.

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

6. FREE TRACKED 48 DELIVERY On PURCHASES Over £75

Purchases (this is not goods ordered it is goods kept and not returned) over £75 enjoy FREE STANDARD TRACKED 48 DELIVERY 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 £5.50 AT CURRENT TRACKED RATE will be reapplied.

If goods are subsequently returned for refund which bring the total spent below £75 the cost of the delivery Tracked 48 Delivery 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. 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. 

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

During the current pandemic Royal Mail is experiencing significant strain on the delivery network and delays occur regularly. 

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 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. 

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 or indirect loss or damage resulting from any delay in delivery, however caused.

Returns Via Our Returns Center

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.

You will be liable for return postage, additional costs for delivery and any balance on more expensive goods. Please note that some sale items, footwear and sanitary items are 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 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.

We must also point out that no item of dog apparel is indestructable and though goods will be subject to wear and tear we do not accept returns on items which fail due to having been chewed or damaged due to misuse. 

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.

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 Center for all Returns which gives you priority service. 

Using our Returns Center 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.

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 account the same day the refund is processed.

FOLLOW THE RETURNS CENTER LINK BELOW

https://mychiandme.myreturnscenter.com/

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) 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.

If you choose to return goods using another delivery contractor such as DPD or Hermes please check they will deliver to a Royal Mail PO Box 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 CENTER 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 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

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 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 some sale items, (which are clearly marked), 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. 

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 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.

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.

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 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.

 

 

 

Join the My Chi and Me Family

enter your email address here

x

Welcome to the Loyalty Points Demo Store :-)

Sign up and receive 5000 pts to test out in our Store.

Earning and redeeming Club Points

$1
Earns you
5
$1
Redeems to
100

Ways you can earn

  • Product Purchase
  • Refer a friend
  • Share on social media

Learn more about our program