Terms & Conditions
K9 by igloo designs is a UK based business. All goods are dispatched from the United Kingdom. We dispatch to the UK and Worldwide.
Making a Purchase
Making a purchase could not be easier. Simply browse our store and add any items that you wish to buy into your shopping basket. After you have finished your selection, choose how you would like to pay and complete the payment process.
We reserve the right not to process any incomplete or incorrect orders. We reserve the right to refuse any orders that we deem are in breach of copyright or are unsuitable for sale to the general public.
Payment and Security
We accept online payment through PayPal, as an account holder or by credit or debit card via their secure online payment system. Your card details are entered via their secure PCI DSS compliant server. K9 by Igloo designs do not take, process or store any debit or credit card details. We do not accept cheques or postal orders.
Shipping and Handling
Our postage and packing costs are dependent on the items in your order and your delivery location. Please note that parts of your order may be dispatched separately. This will be at no extra cost to you, the customer.
P&P costs are shown at checkout as accurately as possible, given what we know to be true at the time. However, we reserve the right to hold any order where actual P&P differs widely from the online amount charged. In such cases we will contact you if postage costs are going to be higher than those stated when you placed the order.
At checkout, please enter the delivery address and postcode carefully and check it before proceeding. K9 by igloo designs will not be held responsible for errors or omissions in the delivery address or for goods that do not arrive due to an incorrect or incomplete delivery address.
The standard dispatch time for non-engraved items is 2 working days and dispatch times for engraved items please allow 4 working days. Dispatch times for wholesale and commissioned orders will be discussed with the customer.
Customs and Duty
The customer is responsible for the importation of products into their country and must obey the regulations set by that country. Parcels may be subject to import duties and tax, which are levied once a shipment reaches your country. Any additional charges for customs clearance are the customers’ responsibility.
Returns and Exchanges
Returns and exchanges for non-personalised items are accepted providing that we have been informed by email within 14 days of receipt and the item is returned in its original unused condition (resalable condition with any labels and/or packaging still intact) to the specific address that we will provide (please email us firstname.lastname@example.org). This must be done within 14 days of the issue of the return/exchange form. Faulty or damaged goods will be replaced or refunded in full (please see the ‘Faulty or Damaged Items’ section below). For all other returns or exchanges, the customer is liable for postage costs and refunds will exclude the cost of P&P.
Returns and exchanges for personalised items are prohibited and refunds are only provided in the case of faulty or damaged items.
Please allow 1-2 weeks for exchanges and returns to be processed.
IMPORTANT – For all returns and exchanges you must first contact us via email at email@example.com. Please state your order number, the item for return/exchange and the reason for the return/exchange. We will then issue you with a returns address. You must return the item(s) within 2 weeks of the return/exchange request, to the address supplied. In the case of exchanges, you will be liable to pay any extra amounts due for the new product and you may also be charged for re-dispatch. You will be informed of any charges before we proceed with the exchange.
K9by igloo designs are not responsible for return postage or packages that do not reach us and we will not refund or exchange returned items that become lost. The customer is therefore advised to send returns via recorded or special delivery or any other manner that ensures the parcel is guaranteed to arrive, tracked or covered for the full cost of the item(s).
Faulty or Damaged Items
In the unlikely event that your goods are broken, damaged or faulty, please retain the item(s) and contact us regarding a replacement. We will ask for details and a photo to be emailed to us – firstname.lastname@example.org. In some cases, where the item needs to be inspected or a photo cannot be provided, the item will need to be returned to us. Please retain the item(s) and contact us for instructions.
Orders can be cancelled up to the point of dispatch except in the case of made to order items. In those cases orders can only be cancelled if the product has not already been made or started to be made for you.
All online purchases have a ‘cooling-off period’. If you have changed your mind about your purchase and the product(s) are complete and in an unused and undamaged condition, please let us know of your intention to return your purchase within 14 days of receipt. You must contact us first before sending the item(s) back as we will need to issue you with a returns form and return address. You then have another 14 days to actually send the item(s) back.
Some items are not covered by this cooling-off policy. Please see the Returns and Exchanges section above. Please note that, as in the case of all returns and exchanges, you will be responsible for the cost of the return unless we delivered the item to you in error, or if the item is damaged or defective.
Non-receipt of Goods
Before contacting us, please check the dispatch time of your item and also allow for delivery time. If that time has passed, please let us know that you have not received your goods. We must be informed of non-receipt of goods in a timely manner. Any declaration of non-receipt of goods made 3 weeks after the goods should have arrived may not be considered.
The first thing we will ask is for a confirmation of the delivery address. We will also ask you to please check at your local post/sorting office, in case your parcel is being held there.
If enough time has passed and the above checks have been completed, the parcel may be classed as lost. Please note that an order can only be classed as lost by Royal Mail if at least 15 working days or more have passed since the item was due to be delivered to a UK address (20 working days or more for Europe). Refunds or replacements will not be processed until that time has passed, unless otherwise agreed.