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Delivery & Returns

All our items are made-to-order. Processing time (to process and make your order) is currently 3-7 working days. After placing your order, we will send you an email to let you know when your order has been dispatched. 

Delivery:​

FREE Worldwide Standard Delivery on all orders over £35

  • UK STANDARD 2nd Class (2-4 working days): £1.50

  • UK SIGNED FOR 1st Class (1-3 working days): £3.99 

  • INTERNATIONAL STANDARD (2-3 weeks): £4.50

  • INTERNATIONAL TRACKED (2-3 weeks): £9.99

Please Note: Once your order has been posted, we are not responsible for any errors made by the delivery service, including late deliveries, or lost/damaged items. However, if you do have any issues with shipping, please contact us and we will see what we can do to help.

 

For any returned orders due to an incorrect address provided by yourself, we will contact you for the correct address, and you will be responsible for paying the new postage and handling fees.

For International Orders (Outside of the UK):  In accordance with the law, all international orders will have the full value declared on customs forms. Please be aware of your countries import duties, fees, VAT taxes, and other charges, as some of these can be expensive. These fees are not included in your order's fees (i.e., price of product(s) and shipping fees). My Woof Wears cannot be held responsible for these additional charges and we cannot refund you if you refuse to pay these fees.

How can I track my order?:

Unfortunately, standard deliveries do not allow for tracking. We can however provide proof of postage for all orders.

If you have opted for International Tracked Delivery then you will be sent a tracking number in your dispatched email.

We will receive confirmation with any orders sent by UK Signed for items. We can forward this onto you if required.

What do I do if my order has not arrived?:

If you are in the UK and have not received your order within 7 working days of the date of your dispatch email, or if outside the UK and have not received your order within 20 days of your dispatch email then please contact us via our contact form or on mywoofwears@hotmail.com

We cannot be held responsible if the address you have given is incorrect. It is the responsibility of the customer to give a complete and accurate address to ensure correct delivery of the order is made.

 

Parcels can/do get lost or stolen, as much as we hate to see it. Unfortunately this is out of our control and is the responsibility of the courier to ensure your parcel arrives. We will be able to provide proof of postage for all orders sent. If your parcel does not arrive within the given timeframe above please make a claim through Royal Mail. You can contact us for any information you require to help with your claim. However, we cannot influence the outcome of the claim. 

Can I get a refund or exchange?:

We work hard to provide you and your pet with the best products possible and we want you to be happy with your My Woof Wears order.

Unfortunately, as our items are made to order we are unable to except exchanges on all orders and refunds on custom/personalised orders and items purchased during a Sale. If you have purchased the wrong size item the easiest way to correct this is to return the original and re-purchase the correct size.

Return Process:

To return your order please contact us before hand via our contact form or by emailing mywoofwears@hotmail.com. Please contact us within 7 days of receiving your order to inform us of your decision and the reason.

Items must be shipped within 14 days of delivery and must be returned in the original condition. The items must not be worn, washed or show any sign of use. Returns that are received in an unsuitable condition will not be accepted.

 

Your return order can then be sent to the following address. Please make sure you include a slip with your order number inside. 

MyWoofWears,

14 Pollard Road,

Hainford, Norwich

NR10 3BE

England

**Only products returned in perfect condition and in their original packaging will be refunded. Refunds will be processed within 5 working days from when we have received your products. It can take up to 10 working days for the refund to show in your bank account. 

You will be required to pay return postage for an item unless it arrives damaged or faulty in which case we will require photographic evidence. 

Original postage costs will not be refunded unless an item is damaged/faulty. If you spent over £75 and qualified for free worldwide delivery, we will deduct the postage amount (as per our delivery prices) when the whole order is returned. This is to cover our initial delivery fee and the processing of the return. 

If you choose to return your item using normal untracked delivery then please ensure you get proof of postage otherwise we cannot be held responsible if the item goes missing on its return. 

Please Note: If you wish to cancel your order for any reason, you must let us know within 24 hours of placing your order to receive a full refund. 

All of our items are individually made to order. To make sure you get the best fit, please use our size guide to check measurements before purchasing.

Still need help?:

If you have any other questions, please email us at mywoofwears@hotmail.com. We will get back to you within 1-2 working days.

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