These terms apply when you buy from Pooky Dog Shop. Please read them before you order, along with our returns and refunds page and our privacy policy. They don't affect your rights as a consumer under the law.
Who we are
Pooky Dog Shop is run by Mediatopia Solutions Limited, trading as Pooky Dog, a company registered in England and Wales as number 07351080, with its registered office at 128 City Road, London EC1V 2NX. You can contact us by email at hello@pookydog.co.uk.
Placing an order
When you place an order, we email you to say we've received it, with your order number. Your order is accepted, and our contract with you begins, when your payment has gone through.
If we can't supply something you've ordered, for example because our supplier has run out or the price shown was plainly a mistake, we'll email you and refund everything you paid for it in full.
Prices and paying
Prices are in pounds sterling, with free delivery on all products to any UK address. You pay by card when you order. Card payments go through Stripe, on Stripe's own secure payment page, so your card details never reach us.
Delivery
We deliver to addresses in the United Kingdom only. Our products are posted to you through AliExpress, directly by the supplier that makes or stocks them, many of them from abroad. Most orders arrive within 10 days of being placed, and larger things, such as kennels, beds and car seats, can take up to 3 weeks. We only sell products that AliExpress expects to deliver within 3 weeks. These are AliExpress's own estimates, so a parcel can occasionally take a little longer, for example at busy times of year or if it is held at customs.
Every parcel is sent with a tracking number, and you can follow it on our order tracking page with your email address and order number.
What you've ordered is our responsibility until it reaches you. If it hasn't arrived, or the tracking stops moving, email us and we'll chase it. If it has been lost, we'll send it again or refund you in full.
If you order more than one thing, they may come in separate parcels on different days.
The products
We describe every product as accurately as we can, with the supplier's own photographs. Colours can look a little different on different screens. Where a product comes in sizes, please check the measurements on its page before you order, as sizes vary from one maker to another.
We don't sell food, treats or medicines. Please ask your vet about flea, tick and worming treatments.
Changing your mind, and faulty items
You have 14 days from the day your order arrives to cancel it and get your money back, and anything that arrives faulty, damaged or not as described is put right at our cost. How it works, step by step, is on our returns and refunds page.
Our responsibility to you
We're responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or not taking reasonable care. We aren't responsible for loss that wasn't foreseeable, or for losses to a business, as our products are sold for use at home. Nothing in these terms limits our responsibility where the law says it can't be limited, or your rights under the Consumer Rights Act 2015.
Please supervise your dog with any new toy or chew, and take it away if it starts to break up.
Your information
We use the details you give us to take, deliver and look after your order. Our privacy policy explains what we keep, who else handles it and your rights.
The law that applies
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in the courts where you live.
Changes to these terms
We may update these terms from time to time. The terms that apply to your order are the ones on this page when you placed it.