Orders, Price & Payment
All orders for Goods are accepted when a dogsandhorses.co.uk Order Confirmation is received by the customer. This confirmation will be provided in writing and delivered by e-mail. Failure to receive an Order Confirmation, dependent on any Personal Data you have provided, is not necessarily indication that an Order has not been undertaken. Please print or save Order Confirmations for future reference. Please also check your spam/junk folder if you do not see the email order confirmation.
All prices are quoted in UK Pounds Sterling (£) and include VAT at the UK rate of 20%. Any additional costs for Postage & Packaging will be displayed prior to order completion.
Postage, Packaging & Delivery
During checkout you will be presented with different options and rates from selected couriers. International carriage varies depending upon destination.
Please inspect all Goods at time of delivery, and notify us within 28 days of delivery in the event of any shortage of Goods, or of damage to the Goods.
Please allow 3-5 business days for the making and sending of your item - though may take longer eg at Christmas. In most cases we can dispatch immediately from available stock in our workshop. Sometimes we'll have to make your order on demand.
Unless otherwise requested, your package will normally be sent by courier and the courier may contact you directly via email or text to enable delivery.
Tax & Import Duties (EU/EEA Customers please take note)
If your billing address is within the European Union, your order value doesn't include UK VAT and the courier will request additional payment from you to receive your goods.
If your billing address is outside the UK and EU, no sales tax will be added to your order. Any customs costs, import duties, or taxes that are applicable locally are the sole responsibility of the customer. They will not be refundable by Dogs & Horses in the event of Goods being cancelled, returned, or exchanged.
Cancellations, Returns & Exchanges
If the delivered Goods are deemed unsuitable, please notify us within 28 days of delivery. We will replace them or provide a full refund, and the Customer shall accept liability for the cost of return. Refunds are processed against the original payment method and will appear in your account within 5 - 10 business days.
If Goods are damaged or faulty, please notify us within 28 days of delivery. We will repair or replace them without charge, or provide a full refund, and we shall accept liability for the cost of return where such costs do not exceed reasonable expectations.
We do not accept liability for the postage of international orders returned to us because of sizing issues or if the customer deems the product unsuitable.
Requests for items that are made bespoke normally require a £20 fee in addition to our normal list price but this may vary depending on the circumstances. For example, if we need to interrupt our normal production workflows, you may be charged the full bespoke fee. If your item can be added without much additional time/effort, we may request less for the bespoke fee and/or waive the bespoke fee altogether (eg. swapping out brass fittings for silver fittings is usually fine at no additional charge). Any questions, please don't hesitate to ring us directly on 020 7018 0175 and/or send us an email: email@example.com.