Welcome to our Help page. This page should give you all the assistance you need and answers to frequently asked questions. However if you need tocontact us, you can do so via email and we will get back to you as soon as possible.
We are not a VAT registered company therefore our items are not subject to VAT. The price you see is the price you pay.*
Shopping with Posh and Pets cannot be simpler
If you can see it on the site, you can buy it - it's that easy. Just browse through the items on the screen until you find exactly what you're looking for (we're sure you will). Once you have found what you want, click 'add to your basket', and when you're done shopping, follow the on screen instructions. Easy.
We recommend that you create an account with Posh and Pets. Setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking and (our favourite bit) exclusive discounts and special offers.
My Account
Once you have signed up, you'll be able to log into your account anytime you want. This is where you go if you want to change your password, email address and delivery info. If you haven't visited us in a while, it's worth checking your account to make sure all your details are up to date.
Of course we never want you to buy something unless you are sure it will fit. Where sizes are required Posh and Pets provide a related size guide - please see product details for information. If there is no guide available please let us know via the contact us section. Please see the guide: for full details on measuring your dog.
We try to publish as much useful info as we can about all our products, to help you buy the things that will suit your pet best. The product page for every item includes sizing, a detailed description, care instructions, and most importantly images. If you have any other burning questions though, please contact us quoting the product name and/or size/colour and we'll do our best to answer your questions.
We know how frustrating it is to not be able to get hold of an item once you've decided you want it, but unfortunately if everyone else wants it too, an item can disappear from stock very quickly. We will do our best to reorder stock but we cannot guarantee that new stock will be reordered. We will always permanently remove stock that we know will not be reordered to avoid confusion. Please contact us if you require information about an out of stock product. In the case of you ordering an item that is found to be out of stock we will inform you by email. We will automatically deliver all out of stock items once they become available. If an item is permanantly out of stock Posh and Pets will offer a full refund, to the value of the goods, or give you the option to choose a substitute item of the same value.
Posh and Pets accepts all major debit and credit cards that are processed through PayPal. You do not have to have a Paypal account to pay, you can pay using your credit or debit card without signing up to Paypal. All cards will be authorised and charged at the time of ordering. We do not accept cash or cheque payments. If you require help and assistance with an order you can email us at sales@poshandpets.co.ukand we will get back to you as quickly as possible. We ask all overseas customers to pay by credit card.
What currencies can I use?
Posh and Pets display all products in UK Pound Sterling (GBP). As all payments are processed through Paypal a variety of currencies can be used - please see PayPal website for details.
When will I be charged?
If your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful. If your card is not authorised, payment will not be taken, and we'll email to let you know why your bank or card issuer wouldn't authorise the payment.
Is it safe to order online?
Safer than it's ever been. Orders are made online using our secure card payment facilities. Posh and Pets use PayPal secure payment services to process Credit and Debit card orders, and all payments are protected by SSL (Secure Sockets Layer) with an encryption key length of 128 bits (the highest level commercially available) the checkout process is HTTPS Secure to ensure your purchases are safe.. By using industry leading security and fraud prevention systems your financial information is secure and is not shared with Posh and Pets.
They're some of our favourite things! Every so often we will publish or send to registered customers a code word, such as 'DISCOUNT', that will give you money off specific items or even a percentage off your total order. Each discount code has its own terms and conditions.
Where do I find discount codes?
We will publish current discount codes on our homepage and/or on specific product detail pages. Also if you set up an account with Posh and Pets we will email you discount codes that only apply to registered customers.
How do I use my code?
Make sure you type your code to the appropriate box when you check out, and hit update to apply it to your order. If it is not applied at this point, we can't apply it to the same order later on (though you might be able to use it on a subsequent order). If you have any other questions about discount codes, please contact us.
I forgot to use my discount code.
Unfortunately, if you didn't enter your discount code at the checkout, we can't apply it to that order or amend your payment later on.
How do discount codes affect my right to return an order?
If a discount code was applied to your original order, your refund amount will be adjusted to reflect this. Unfortunately, we can't reissue a discount code, even if your original order is returned to us.
As soon as your order has been sent out, we'll email to let you know. If you don't receive your order within the specified delivery time, please contact us, and we will look into it.
Can I change my order?
Once your order has been confirmed, it's not currently possible for you to change it prior to dispatch.
Can I cancel my order?
Yes, of course, but you need to be quick about it. You have an hour to cancel after ordering. If you miss your chance, please email us, where we tell you if anything else can be done.
To cancel please email us stating your name, product details and order id and we will cancel your order details and you'll receive an email to confirm.
Currently you can only cancel your entire order, not individual items, and only one order at a time.
7 day Cooling-Off Period.
In addition to our returns policy, under the United Kingdom's Distance Selling Regulations you have seven working days (beginning the day after receipt) to cancel your purchase from poshandpets.co.uk, for a full refund. In this case we will provide you with a full refund but we would ask you to return all the cancelled items at your cost and in the condition they were originally delivered in. If we do not receive the cancelled items back, we may arrange to have them collected at your cost.
If your order has already shipped, you will need to return the order to us. See How do I return an item?
Part of my order is missing.
If the delivery note says an item should be in your parcel but it isn't, please contact us. Let us know the Order Number and the Product Name of the item you wanted, and we'll look into it. We'll usually be able to send you the item we missed out, but in on the rare occasion that isn't possible, we'll refund the money you paid for it.
A mistake has been made with my order.
Every so often mistakes do happen, but we do our best to sort them out as smoothly as possible. If you have noticed that we have made a mistake with your order, please contact us so we know and we will get back to you as soon as possible.
Posh and Pets use Royal Mail Recorded Delivery to dispatch your order. We deliver to places in UK mainland, Europe and Overseas Countries. For security reasons we cannot deliver to a PO Box address. We also reserve the right not to deliver orders if we believe the address is not secure. If this affects an order you place, we will notify you as soon as possible. We aim to process all items within 24 hours of your order - please note orders will not be processed on Bank Holidays so orders placed on these days will be processed the next working day. If you have any queries regarding delivery costs please feel free to contact us.
We aim to process all items within 24 hours of your order - please note orders will not be processed on Bank Holidays so orders placed on these days will be processed the next working day.
What if I am not in?
If you are not in when your item(s) are delivered they will usually be taken to your local sorting office (or depot if a courier is used) and a card will be put through your door. A signature will usually be required to receive or collect an order.
How much do you charge for delivery?
Please Note: Delivery charges below are to the UK only (including Northern Ireland, Isle of Wight, Isle of Man, Channel Islands and the Scottish Islands).
DELIVERY CHARGE
£00.01 - £9.99
£2.00
£10.00 - £29.99
£4.00
£30.00 - £49.99
£6.00
£50.00 - £59.99
£7.00
£60.00 +
FREE DELIVERY
Europe and International Shipping: is available and charges are calculated on an individual basis. Please contact us for a quote prior to confirming your order. Posh and Pets will not accept responsibility for customs charges due from larger orders. Please check your countries import charges before ordering. If parcels are returned to us for any reason we reserve the right to charge for re-delivery.
If you have any queries regarding delivery please feel free to contact us.
Sale items are excluded from a refund or exchange unless they are faulty, and all pet toys, and dog treats are non returnable once purchased. All returns should be clearly marked with your name, address (and order number). We cannot accept liability for non receipt of returned goods. You may only exchange items up to 28 days from despatch date.
How do I return an item?
We try to make sure everything we sell will make you happy, but if you ever do need to send anything back to us, you can find full return instructions with your order or check out our Returns Policy. When you send us something back, it is important that you send it using Royal Mail Recorded Delivery as this proves that you sent it back to us if it gets lost in transit.
I have received a faulty item.
We don't want our customers to receive items that are anything less than top quality, so if you think anything in your order is faulty, please get in touch with us as soon as possible, and we'll look into it for you.
Please contact us, and let us know the following details...
Your Order Number
Product Name
Details of the fault
If you want a refund or replacement
I have received an incorrect item.
We're only human, so occasionally the wrong item does get sent out. If this has happened to you, we're very sorry.
Please contact us, and let us know the following details...
Your Order Number
Product Name
Details of the fault
If you want a refund or replacement
Have you received my return?
As soon as your return has been processed, we'll email you to let you know. In the unlikely event that you don't receive this email within ten working days of posting your parcel to us, please get in touch with us, and we'll look into it. If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.
When will I receive my replacement?
We will process your replacement item within three working days of receiving your parcel, and email to let you know we have received and processed it. We'll then email you again when your replacement order is on its way to you. We won't charge you anything for delivering your replacement order.
Why did I get a refund instead of the replacement I requested?
If we can't send your requested replacement item, we will refund what you paid to your account. If this happens, we'll email to let you know. We can only exchange an item for a different size or colour of the same item (although the price must be the same as the original item). If you want an entirely different product, you'll need to return the unwanted item for a refund, and place a new order for the item you want.
When will I receive my refund?
We will process a refund within three working days of receiving your parcel, and email to let you know we have received and processed it. After you've received your email, please allow another 5-10 working days for the refund to be credited to your account. The amount of time this takes will depend on which bank or card issuer you're with, and we have no control over it. Please note we will only refund items if they are unused, Posh and Pets reserve the right not to refund if the items are not returned in a resaleable condition, and in there original packaging and returned within 14 days from despatch date.
Please note the following may affect your refund:
If a discount was applied to your original order, and the refund of a returned item means that the original discount would no longer apply, the amount refunded will be adjusted to reflect this.
For Example:
The value of the products in your order was £100 and you used a "£10 off when you spend £100" discount, therefore paying £90. You then returned a product to the value of £10, which means that the value of the products you kept is now only £90. An order to the value of £90 would not qualify for a "£10 off when you spend £100" discount; therefore the £10 discount originally applied will be deducted from the refund amount. Your refund would therefore be £0
Why have you not refunded the delivery charge?
We are sorry, but the delivery cost you originally paid is non-refundable unless you have cancelled your entire order within the 7 day Cooling-Off Period or where the goods are faulty and a refund is made. If you are returning items because you have changed your mind, this will also be at your own cost, and we can't refund your postage.
I have lost my returns note.
Mislaid your returns note? Please email us and we will happily provide you with a new one. Please follow the simple instructions at the top of the note, which you will need to include with your returns parcel.
Posh and Pets try to operate an environmentally friendly business. The majority of the cardboard packaging and padding for our products is recycled so we hope that you will support and appreciate our choices. We also encourage all our customers to recycle any packages that we send where facilities exist. Please visitwww.recycle-more.co.ukto find out where your nearest recyling centre is.
