Refunds:

We are sorry you are not fully
satisfied with your Doggy Diaries order.

Returns are accepted within 14 days of
receipt for a full refund provided the goods are in resalable condition.

 

Please note, we cannot except refunds
or exchanges for any bespoke/ made to measure service.

  

Refunds are processed within 5 days
from delivery, refund may take up to 10 working days to arrive in your bank.

 

We cannot refund items that have the
tags removed, are not in original plastic packaging, are soiled, smell, are
hairy or have been washed or brushed. If items returned for a refund are not in as-new condition, a cleaning charge will be levied, or if the item is damaged it will be returned to the customer.

 

If an item is being returned due to a
manufacturing fault we'll repair, exchange or refund regardless of its condition, though it's greatly appreciated if it's washed first.

 

Please note tarnished hardware or
clasps is not classed as a manufacturing fault as this is a natural wear
process.

 

When sending returns to us, please
include your order number. Returns address:

 

The Doggy Diaries (Company)

The New Coach House

Queens Avenue

Bicester

OX26 6TA

 

 

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.

 

Exchanges:

 

Exchanges are accepted within 14 days
of receipt.

 

Please ensure your items in new
condition, or we will not be able to accept your exchange.

 

Please note, we cannot except refunds
or exchanges for any bespoke/ made to measure service.

 

We send replacements out free of charge
once we have received back your incorrect item. Please send your order back to the address below including a note with your name, order number and your
exchange request.

 

The Doggy Diaries (Company)

The New Coach House

Queens Avenue

Bicester

OX26 6TA

 

Please keep an eye on your emails as we
will email you if there are any issues with your exchange.

 

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.

 

Bespoke Orders:

 

Please note, we cannot except refunds
or exchanges for any bespoke/ made to measure service.

 

 

Expected Delivery Times:

We aim to post within 2 working days
with Royal Mail UK Tracked 24hr or 48hr for UK addresses. Please
note Tracked 48hr takes 2-3 working days approximately. (Please add an
extra working day if there's a redirection in place).

We use Royal Mail International Tracked
for international post which Royal Mail aim to take 5-7 working days. In busier
periods, delivery times may be longer than expected,

 

Will I have to pay additional fees at
Customs?

For international orders custom charges
occur sometimes occur when an item arrives in its destination country. This is
dependent upon the customs threshold for each country. Please check with your
local authority for more information on this before placing your order. We
cannot be held responsible for further chargers.

 

Can I get a tracking number?

All orders included a tracking service.
You will be sent a tracking number once your order has been dispatched.

 

What should I do if my order has not
arrived?

If you are in the UK and have not
received your order within 10 working days of the dispatch date, or outside the
UK and have not received your order within 20 working days of the dispatch date
then please drop us an email on sales.thedoggydiaries@gmail.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 parcel is made.

 

If your order has been delivered on the tracking and
you're unable to locate your order, we cannot be responsible for stolen
parcels. Please contact Royal Mail with enquiries to missing orders.