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Shipping/Returns

 

 

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At present we are using a click and drop Tracking service with Royal Mail.

Please note if there are any strikes or disruptions we will change the delivery company, as our main priority is to get your order to you as quickly as possible.

As a small Uk business we are here for you, so please do not hesitate to get in touch is you would like to discuss delivery options or needs.

Thank you.

 

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COVID-19 update regarding postage:-

In extreme circumstances there may be a slight delay in the dispatch time of your order. Thank you for your understanding.
All product packaging is cleaned before sending. We apologise on behalf of our carriers if you experience a slight delay.
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Royal Mail 24 (24 hour 1st class delivery) - When available, we now have an option for a 24 hour delivery. If your order is received by 12:00 pm (noon), we'll do our very best to pack and post it on the same day for a next day delivery. If it is received after this time it is more likely that your order will be packed and posted on the day following your order date and then delivered on the next working day. Please note that a Saturday delivery is not always guaranteed by Royal Mail so please allow for this.

Weekend orders will be packed and posted on the Monday.

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A charge of £7.50 is payable for the 24 Royal Mail delivery service. If multiple items are ordered, postage for the standard service may increase to £5.95. Cool mat postage to the UK is also £5.95 

Returns

 

 

 

 

PLEASE NOTE: We are having a growing number of conversations with customers about whether their harness is actually on the maximum size or not. In many cases, products do not need to be returned because they have a larger level of adjustment than many customers realise. We have outlined this in the video below. The straps on many harnesses extend far beyond the obvious settings and limits. Please check the video to see if this can help you.

If you have tried to extend or reduce a harness size and or any other product and it is still not fit for purpose, it is advised that you take the parcel to your local Post Office and return it. Please add the returns address shown on our website. You will need to cover the cost of return postage - you will not need to do this if the item is faulty and you can prove that there is a fault. We'd suggest keeping a proof of postage or consider a recorded delivery and/or tracking service. 

 

If you accepted an item, but later discover a fault, we can either repair or replace the item. You can still reject the item after it’s been repaired or replaced. We'll endeavour to repair or replace an item if you return it within 6 months. We can ask you to prove that an item was faulty when you bought it if you ask for a repair or replacement after 6 months.

For faulty items please email us at info@wigglesandwags.co.uk  telling us the product and your order number. You will be asked to send us photos and possible a video of the fault, this is to assist you the best way we can. 

We can offer a refund to customers if you inform us within 14 days of receiving your goods that you would like to return your order. You will then have another 14 days to return the goods once you have told us.

We will then refund you the item amount within 14 days of receiving the goods back. Please ensure that you send any items back to us in 'as sent' condition, with all labels attached.

Important: Please ensure that all returned items (other than those that have developed a fault) are returned to us in 'as new' condition. This means very little (or ideally no) dog hair. Please also make sure that you return all labels and packaging. We reserve the right to deduct a small charge from your refunded cost if these conditions are not met.

If you require a different size to replace the returned item we will ask the buyer to pay the difference in price if the replacement product has a higher value and to go towards postage costs.

Please note: We accept no responsibility if you return an item and it gets lost in the post. Please use proof of postage tracking when you return items. If the item is without fault, the buyer pays to return the item to us.

If an item is lost in the post on its way from us to the customer will we work with both the customer and the delivery service to locate or claim for the missing item. This may include asking the customer to check at their local collection office.

Please note if a parcel goes missing while with the courier on it's way to our customer, we can not refund or send out a replacement until the courier service has carried out a full search for the missing parcel and has decleared it lost. Once they have issued a refund to us we will either refund the customer or send out replacement items. The reason for this is, while the lost parcel claim is being investigated, there is still a chance the courier will locate the parcel, at which point they will send it to the customers address.

I know this is an inconvenience but as a small Uk business we can not send out additional products when there's a chance the parcel can still be delivered. Thank you for your understnad.

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