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Delivery and Returns Info

Delivery Information

Same Day Dispatch

Orders received before 2.00pm will normally be despatched the same day (excluding weekends and public holidays). Orders received after this time will normally be despatched on the next working day.

Free Local Delivery

We offer free express delivery on all orders for customers in our local area.
On the Basket page before checkout, please select 'Local Delivery' rather than 'UK Mainland' for the delivery option.
This currently applies to all postcodes starting with GU5, GU6, RH4, RH5 and RH12.

Free Delivery Offer

Orders over £45 are eligible for free delivery to UK mainland. For dispatch methods and timings, please see the section on Delivery Methods below. Offer excludes Scottish Highlands and Islands and certain remote postcode areas.

Delivery Methods - UK Standard Delivery

Small items (less than 2Kg) will be sent via Royal Mail 2nd Class.
Estimated delivery time is 2-3 working days from date of dispatch.

Larger items (2Kg and over) will be sent on a Two Day service with DPD couriers. 
DPD will notify you via email (and SMS if you provide a mobile number) with an estimated time for your delivery. You can track your parcel and specify delivery instructions via the link contained in your despatch confirmation email. You can also track your delivery driver on a map in real time!
Service excludes weekends and public holidays.

Delivery Methods - UK Premium Delivery

Small items (less than 2Kg) will be sent via Royal Mail 1st Class.
Estimated delivery time is 1-2 working days from date of dispatch.

Larger items (2Kg and over) will be sent on a Next Day service with DPD couriers.
DPD will notify you via email (and SMS if you provide a mobile number) with an estimated time for your delivery. You can track your parcel and specify delivery instructions via the link contained in your despatch confirmation email. You can also track your delivery driver on a map in real time!
Service excludes weekends and public holidays.

Postcodes for Scottish Highlands and Islands (additional charges apply):

AB36-38, AB55-56, FK17-21, IV(all), KW1-17, PA20-49, PA60-78, PH19-26, PH30-44, PH49-50, HS1-9, KA27-28, ZE1-3

European Delivery Charges

We can despatch orders to EU countries. These orders will be sent via Royal Mail Airmail or international courier. Orders are normally delivered within 7 days but please allow up to 28 days for delivery.

Delivery charges start from £5.99 and depend on destination and weight of items. To see the delivery charges for your order, add items to your basket and select the relevant delivery method and country on the 'View Basket' page.

Other Delivery Information

Delivery can be to any address as long the address at which your payment card is registered is also present on your order. All courier deliveries must be signed for (except if you specify goods can be left without a signature in your delivery instructions). Please make sure you keep the receipt enclosed with your goods.

When you add products to your Shopping Basket, the appropriate delivery charge will be added automatically. You will always be able to see this charge before submitting your order.

All delivery timescales are subject to product and delivery slot availability.

The contents of your order and your delivery postcode area will determine which delivery services you will be offered. We do not deliver to Post Office (P.O.) boxes or shipping agent addresses.

Big Dog World will select the most appropriate carrier for your goods. This means your delivery may arrive in more than one batch to ensure your order is transported in the best possible way.

Whilst every reasonable effort shall be made to keep to any delivery date, time of delivery shall not be of the essence and Big Dog World shall not be liable for any losses, costs, damages or expenses incurred by the customer or any other person or company arising directly or indirectly out of any failure to meet any estimated delivery date. The risk in the goods shall pass from the company to the customer upon delivery of such goods to the customer.

Deliveries made by our courier are at a discounted rate and should you wish for us to re-send your parcel it will be done at the true cost to us.

Responsibility cannot be taken for the wrong order, or non-delivery, resulting from incorrect information or addresses being provided. You may be responsible for the cost of delivery and the return of the goods in these circumstances.

Postage

You will only pay one delivery charge per order, which will be the highest depending on the contents of your order and your chosen delivery service. When you have added items to your shopping basket, the standard delivery charge for those products will be automatically applied to your order.

Force Majeure

Big Dog World shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond its reasonable control.

Returns

If you need to return a product purchased from Big Dog World then you have 28 working days to do so.  The returned goods must be in a resalable state and any goods or accessories that accompany the returned product must also come back to us. Once the goods are received by us in satisfactory condition, we will be happy to issue a replacement or refund.

You will be liable for any postage costs incurred in returning the item to us and for the original cost of delivering the item(s) to you, unless the item is faulty, damaged or a different product to the one ordered, in which case we will refund all postage costs. You will also be liable for the true cost of the postage for any replacement items issued, unless the replacement is for a faulty, damaged or incorrect item.

Should you wish us to arrange the return courier for you, there will be a charge of £12 per parcel for this service which will be deducted from any refund given (UK Mainland only). For remote UK postcode areas, Highlands and Islands, Northern Ireland and non-UK areas, the collection cost will be higher - please contact us for details. This excludes cases where an item is damaged or incorrect, in which case no collection charge will be applied.

The goods should also be returned with their original box, packing and accessories.

If the return is due to missing or faulty items then we will offer a full refund or replacement provided we are aware of this within 10 working days.

Please post returns to the following address:

Big Dog World
Unit 4 Rudgwick Brickworks
Lynwick Street, Rudgwick
Horsham
West Sussex
RH12 3UW

This returns policy does not affect your legal rights.

Cancellation of Orders
You are able to cancel your order prior to shipping with no cost penalty being incurred and full credit of your account if monies have already been taken. You can cancel an order by phoning us on 0203 2896809 or email info@bigdogworld.co.uk.

All orders taken before 2.00pm will normally be processed and sent for delivery by 4pm the same day. If your order has already been despatched when you cancel the order, you will be liable for any costs of returning the item to us as well as the original delivery cost. For courier deliveries, if you refuse delivery and the order is returned to us there will be a charge of £12 deducted from your refund to cover courier costs.